Turbonino Casino - Играчът се мъчи да влезе в своя акаунт.

Hello,

I have on November 4th Made a trustly deposit of € 40 in this casino.

Immediately after the deposit, I wanted to log in via trustly.

I received a dialog asking me to enter my details for the complete registration. That didn't work and I was advised that I should contact support.

Live chat does not work because you have to be registered for it.

So I already wrote 3 emails to which I didn't even get a response.

I would like my money back

Hallo,

Ich habe am 04.11. in diesem Casino eine trustly Einzahlung In höhe von 40€ getätigt.

Gleich nach der Einzahlung wollte ich mich über trustly einloggen.

Ich erhielt einen Dialog der mich aufforderte meine Daten für die vollständige Registrierung einzugeben. Das klappte nicht und ich wurde darauf hingewiesen das ich den Support kontaktieren soll.

Live Chat funktioniert nicht, da man dafür angemeldet sein muss.

Also schrieb ich nun schon 3 mails, auf die ich nicht mal eine Reaktion erhalten habe.

Ich hätte gern mein Geld wieder

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did I understand correctly that you can’t log into your account? Is the website itself accessible? Is there any notification or a message when you try to log in? What exactly does it say, when you try to enter your username? Do you type your email address or username to enter your account?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello Petronela,

excuse the late reply. In the meantime, I had contact with support several times. Unfortunately, I have the feeling that the gentlemen are not interested in my problem, I am completely ignored again.

So, the website itself is accessible.

I will explain the problem in more detail and attach screenshots.

I clicked on deposit on the website as normal. WITHOUT logging in! This is common practice with pay and play casinos.

I have successfully deposited € 40.

Then I was redirected to the start page and clicked on continue playing. Then I had to log into my bank account. After registering, I should fill out a registration form with email, user and so on. Exactly this step was not possible. I only got the message that I should report to support. See the screenshot

"Contact support" appeared at the top every time I clicked on confirm. So I was never able to complete the registration.

Meanwhile, I only get this message as soon as I want to log in with my bank account:

Hallo Petronela,

entschuödigen Sie die späte Antwort. Ich hatte zwischenzeitlich mehrmals doch kontakt zum Support. Ich habe aber leider das Gefühl das die Herrschaften, mein problem nicht interessiert, ich werde wieder komplett ignoriert.

Also, die Website selbst ist zugänglich.

Ich erkläre das Problem novhmal genauer und hänge Screenshots an.

Ich habe ganz normal auf der website auf einzahlen geklickt. OHNE mich einzuloggen! Ist ja üblich so bei pay and play casinos.

Ich habe 40€ erfolgreich eingezahlt.

Dann wurde ich wieder zur Startseite weitergeleitet und klickte auf weiterspielen. Dann musste ich mich mit meinem bankkonto anmelden. Nach der Anmeldung sollte ich ein registrierumgsformular ausfüllen mit email, benutzerne und so weiter. Genau dieser schritt, war aber nicht möglich. Ich bekam permanent nur die meldung, ich soll mich beim support melden. Siehe screenshot

Oben erschien jedes mal "contact support" sobald ich auf confirm klickte. Ich konnte also nie die Registrierung abschließen.

Mittlerweile erhalte ich nur noch diese meldung sobald ich mich mit meinem bankkonto anmelden möchte:

Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Patrick.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Patrick.

This is the response we got from the casino.

For the first complaint (Patrick) we could not locate his casino account with the ID or the email address. As we mentioned before though if he was debited with 40EUR as he claims, it should have been refunded to his account no later than on the 6th Nov. If the funds didn't return to his account, we will need him to provide us with a copy of his statement so we can look into it. We apologize for the inconvenience, he should try to register again and once he successfully manages to register, to send our customer support a message and we will drop an extra 50FS into his account for the trouble and inconvenience he experienced.

Please, could you provide us or directly the casino with the requested documents?

Could you also specify your username or registration email in the casino?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.