Refuses permanent account closure

Dear AskGamblers Complaints Team,

I am submitting a formal complaint against Turbosven.com regarding its handling of my responsible gambling request.

On 28 August 2026, I explicitly requested that my account be closed and deleted permanently because of gambling addiction and related health problems. I did not request a temporary break or a three-month self-exclusion.

Instead, Turbosven unilaterally applied a 3-month self-exclusion and stated that I would need to contact them again after three months. I immediately objected and repeatedly clarified that I wanted permanent closure and no reactivation.

Turbosven then claimed that, “based on the terms of our licence, a permanent self-exclusion is not available.”

I therefore asked a very specific question: What exact licence provision, Terms & Conditions clause, or Responsible Gambling Policy prevents Turbosven from permanently closing my account following my explicit responsible gambling request?

I asked them to provide the exact section, clause, or wording supporting their position.

They have repeatedly failed to do so.

Instead, they simply repeat that “the maximum period is 3 months” and tell me to contact them again after the exclusion expires.

This does not answer my question.

The issue is particularly serious because I explicitly informed the operator that my request was related to gambling addiction and health problems. Nevertheless, their proposed solution is for me to return to the gambling operator every three months to request the same protection again.

I have now sent three follow-up emails, including on 31 August and 1 September 2026, specifically requesting the contractual or regulatory provision supporting their refusal. I still have not received one.

I therefore ask AskGamblers to require Turbosven to:

1. Provide the exact licence provision allegedly preventing permanent closure.

2. Provide the exact Terms & Conditions / Responsible Gambling clause supporting its position.

3. Explain why my request for permanent closure and deletion was replaced with a temporary three-month exclusion.

4. Confirm whether my account will automatically become available for gambling again after three months.

5. Assess whether this procedure is consistent with its responsible gambling and player-protection obligations.

To be absolutely clear: I do not want a three-month break. I do not want my account reactivated. I do not want to contact the casino every three months. I requested permanent closure and deletion because of a gambling problem.

Turbosven has refused my request while repeatedly failing to provide the specific rule it claims prevents them from complying with it.

I have attached the complete correspondence as evidence and respectfully ask AskGamblers to investigate this matter and require Turbosven to provide a clear, substantive response.

Regards,