Tournaverse Casino - El jugador aún no ha recibido las ganancias.

I played the welcome bonus on Tournaverse and finally made a withdrawal request of €4,000. The next day I received a KYC request which I completed immediately. So far, things have been relatively painless. However, now there has been no contact from them at all and they are really bad at responding to emails, no real answer is given when I ask for the money, they only say that this is not from us at all. There is no live chat service, even though they advertise it. At first, the money could still be withdrawn back to the game account, but now it is no longer possible.

Pelasin Tournaversellä tervetuliaisbonuksen ja tein lopuksi nostopyynnön 4000€. Seuraavana päivänä tuli KYC- pyyntö jonka suoritin välittömästi. Tähän asti homma meni jokseenkin kivuttomasti. Nyt kuitenkaan sieltä ei olla oltu missään yhteydessä heidän aloitteesta enää ja todella huonosti vastataan sähköposteihin, varsinaista vastausta ei anneta kun kysyn rahojen perään, ainoastaa sanotaan että tämä ei kuullosta meiltä lainkaan. Livechat palvelua ei ole vaikka näin mainostavat. Aluksi rahat olivat vielä nostettavissa takaisin pelitilille, mutta nyt ei ole enää.

Dear VEKSI,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Vastasivat sähköpostiin eilen 25.3.2025

Thank you for your reply.

Your €4000 withdrawal has been accepted by our relevant team, and in accordance with our Terms and Conditions the withdrawal has been split up in instalments.

The first instalment of €1000 is currently on its way to your bank account and should arrive soon, depending on the speed of your bank. The second instalment shall be done around the 6th of April.

Dear VEKSI,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have received €1000 in my bank account on 26.3.

The second payment will be made by email on April 6, 2025.

So we have to wait another week.

Olen saanut 1000€ pankkitililleni 26.3

Toinen maksetaan sähköpostin mukaan 6.4 2025

Eli pitää odottaa viikon päivät vielä.

Dear VEKSI,

Glad to hear that one of your withdrawals have arrived.

Keep us updated regarding your remaining payments.

Regards,

Nick

Dear VEKSI,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They said that third withdrawal is coming 19april. That is also 1000euros. I ask couple days ago when the last (fourth) is coming, but they are not answer yet.

Dear VEKSI,

We will prolong the timer by additional 7 days.

Please let us know if the withdrawal arrives on the given date or in case of any new updates.

Best regards,

Nick

Second withdrawal came my accounto 11.4

Third sould came 19.4 anföd fourth 3.5

This is how the told to me

Dear VEKSI,

Can you please advise if you have received the 3rd withdrawal as promised by the casino?

Regards,

Nick

I haven't received it.

En ole saanut.

They also no longer respond to emails.

Eivät myöskään vastaa enää sähköpostiin.

Tänään tuli vastaus neljä päivää sitten lähetettyyn sähköpostiini.

We apologise for delay in response.

We have contacted our relevant team about your third instalment and the moment we have more updates, we will let you know.

Additionally, your final instalment of €1000 was processed today on our end. Amount should be reaching you in around 2 business days. 

Let us know if you have more questions, we are happy to help you!

Thank you VEKSI for all the information provided so far. As it seems the withdrawals are processed slower than stated in the casino terms, I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear VEKSI,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

Please let me know once the final payment reaches you.

I have been waiting for the third withdrawal for two weeks now when they said it was paid by them. The fourth withdrawal was paid by them on 2.5, i do not believe thwm anymore that they ha e paid fourth at all.

They respond really poorly to emails and just say that everything is fine. So I still have 2000€ missing. Absolutely horrible casino in question.

So do I understand that correctly, that the even third withdrawal still hasn't reach you?

I haven't received my third or fourth withdrawal into my bank account. They always promise that it's okay, but the money doesn't show up.

En ole saanut pankkitililleni kolmatta enkä neljättä nostoa. Aina lupaavat että asia on kunnossa, mutta rahoja ei näy.

Thank you for the update VEKSI,

Tournaverse Casino, can you please post here (or send me the email: martina.b@casino.guru) some proof of processing and sending the money to the player?

Thank you

I don't think they'll answer anything. They've stopped answering me too.

En usko että vastaavat mitään. Ovat lopettaneet vastaamisen minullekkin.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I just got an email saying the money should be in my bank account tomorrow. We'll see if that's true.

Äsken tuli sähköposti että rahat pitäisi olla huomenna pankkitililläni. Saa nähdä pitääkö paikkaansa.

That great news! Please keep us updated!

Two different names promised the money would be in the account by Thursday, but it never arrived. So the lying continues.

Kaksi eri nimimerkkiä lupasivat rahat tilille torstaiksi mutta ei tullut. Valehtelu siis jatkuu.

Dear VEKSI,

Thank you for the update! This may simply be due to a minor transactional delay. Let’s give it a couple more days and see if the funds arrive.

Please keep me posted in the meantime.

Ei ole rahoja tullut einä vastaa sähköposteihin. Tässä viimeisin vastaus viime viikolta...

Hey buddy, 

I completely understand how mad you are and I know this sitaution is not fair at all, I agree. 

Reached out to our relevant department once again and as soon as I hear from them I will let you know, I promise 

Let us know if you have more questions, we are happy to help you!

Sincerely,

Lena

Tournaverse Player Support International

Tournaverse

There were two typos in the recent one. So the money hasn't arrived in my bank account and they're not even answering emails anymore.

Äskeisessä oli kaksi kirjoitusvirhettä. Eli rahoja ei ole tullut pankkitililleni eikä vastaa sähköpostiinkaan enää.

Dear VEKSI,

I completely understand your frustration, and I truly appreciate your continued patience. Hopefully, we’ll have some news from the casino very soon.

Lena, thank you for reaching out to the relevant department. However, I must kindly but firmly ask you to do everything possible to speed up the process. The delays have been quite stressful for the player, and any support you can provide in expediting the process would make a big difference.

Thank you so much for your help and understanding.

Dear VEKSI, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the ODR – an European Online Dispute Resolution (ODR) (https://ec.europa.eu/consumers/odr/main/?event=main.home2.show) or ADR - an Entity MADRE, Maltese Alternative Dispute Resolution Entity (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (support.mga@mga.org.mt). I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett

We’ve have been informed by the player, that all the money have been withdrawn.

I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru