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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
3 Responses
It was a deposit bonus! Also, I did a deposit with this bank account! And if this Company is in Europe, it must follow European laws.
IBAN discrimination is a violation of Article 9 of the SEPA Regulation. The also only state restricted countries for playing. As I am in AUSTRIA it is not a restricted country, but my bank is REVOLUT. I am free to choose whatever bank I want in SEPA. Not even Governments can enforce that you must use a bank in the same country you leave.
Further there was o problem to make a deposit this this bank
Hi poel05,
The country that your bank is located in is restricted.
As stated above if you want to pursue the claim of "IBAN discrimination" you need to contact the local authority in your country responsible for managing such claims. This service is here to manage claims about the fairness of gambling transactions and your claim about IBAN discrimination falls substantially outside of that remit.
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
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:
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