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Turbico - Payout of my winnings

Ruling

FOUND FOR THE CASINO - The player has claimed a No Deposit Bonus with a maximum win limit. Their issues with legality of payment policies is beyond the remit of this service.

Read our Turbico Casino Review.

Player's Complaint

Hello,

I have troubles with the payout of my winnings, and I hope you can help here

I was able to complete a bonus of free spins. First problem when I completed the bonus my amount went from 280+ to 50 EUR real money. Ok the winnings might be capped but I could find this nowhere in the T&C.

When I tried to find the history of my spins, I was redirected to a page which shows only basic information. I requested a complete history of my spins, which was denied by support as not possible. Ok not the fault from support, but as far as I know when I request a full history the casino must send me one.

But they do not even want to pay out the 50 EUR.

First try was to my CC where I did my deposits from. Ok sometimes there is a problem with Master Card, but I never had any problem, with my Card from Revolut.

So, I was told to do a Bank transfer. Which I did to the bank account connected to the card.

I even send a BS showing my deposit and the connection from the card to the bank account.

This time I was told:

Please note that as advised by our payment team, We cannot process the withdrawal to the Lithuanian IBAN. we kindly request you to use another withdrawal/payment method in order to withdraw your winnings.

I do not have another bank account, and this is also against EU law as every SEPA account has to be treated equal https://ec.europa.eu/info/law/single-euro-payments-area-regulation-eu-260-2012/monitoring-and-enforcement_en

In my opinion also maybe an AML problem as money has always to go back where it came from.

Next answer I got was:

Users from the following countries and their territories (“Restricted Countries”) - Lithuania are not allowed to deposit and play real money games

Well, I live in Austria, which can be seen in my BS which also count as PoA and Austria is not on the list of restricted countries. There was also no problem to deposit with my Revolut card.

And again, restricting a WD to certain countries in SEPA is against EU law.

I request a payout of my full winnings as it must be stated clearly in the T&C that there is a maximum amount. My winnings should be paid to my REVOLUT account I did all my deposits with. I do not have to open a new bank account because they have a problem with their system or their payment provider

Read the casino review

1 Responses

User icon
thepogg
August 25, 2022

Hi poel05 - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Firstly, if this was a No Deposit Bonus - i.e. any promotion that you did not have to make a deposit to trigger - the following term applies:

"3. Maximum withdrawal limit for no-deposit free spins is 50 EURO/USD, 500 NOK, 75 CAD, 750 ZAR, 200 PLN, 75 NZD. To submit a withdrawal request, the account must be fully verified and a minimum deposit must be made."

If this was not a No Deposit Bonus, feel free to let us know.

Secondly, with regard to you being able to withdraw to payment methods located in countries that the operator explicitly does not accept custom from, this is beyond the remit of this service as it does not relate to the fairness of a gambling transaction. We would advise you follow the guidance on the url you provided and seek help from the local authority that oversees these matters. You may have a claim, or there may be legitimate grounds for the operator to not make payments to this country. Your local authority will be able to provide you with further guidance.

Thanks,

ThePOGG

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Agreement

poel05 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Turbico
  • Malta Gaming Authority
  • N1 Interactive Ltd

August 24, 2022

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