Tournaverse Casino - El retiro del jugador se retrasa.

The casino has accepted the withdrawal, but no payment is due, at first it responded to inquiries but not anymore, I can log in. I have already filed a complaint directly with the MGA.

Kasino on hyväksynyt kotiutuksen, mutta maksua ei kuulu, aluksi vastasi tiedusteluihin mutta ei enää, kirjautumaan pääsen. Olen tehnyt jo valituksen myös suoraan MGA:lle.

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Dear Banther,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Veronica!

Here are the answers to your questions, yes, I have made successful withdrawals before, but it has been a long time since then. Yes, I have passed the KYC verification and yes, I have collected a win with an active bonus, but I have also already received written confirmation that the wagering requirements have been met.

The situation has changed so much that customer service has responded to my message and now for the third time they have announced that their finance department is investigating the matter, which I don't trust at all.

Hei Veronika!

Tässä vastauksia kysymyksiisi, kyllä, olen tehnyt aiemmin onnistuneita kotiutuksia, mutta siitä on jo kulunut paljon aikaa. Kyllä, olen läpäissyt KYC-vahvistuksen ja kyllä, olen kerännyt voiton aktiivisella bonuksella, mutta minulle on myös jo kirjallisesti vahvistettu että kierrätys vaatimukset on täytetty.

Sen verran muutosta on tullut tilanteeseen, että asiakaspalvelu on vastannut viestiini ja nyt kolmannen kerran ilmoittivat että heidän talousosasto tutkii asiaa, johon kyllä en luota ollenkaan.

Below is an email saying that the withdrawal has been approved, so the money still hasn't arrived.

Tässä alla sähköposti, että kotiutus on hyväksytty, rahoja siis ei ole vieläkään tullut.

According to the casino, your withdrawal request was processed on December 19. Could you please confirm whether this information is correct?

Additionally, please let me know:

• whether you selected the same payment method for this withdrawal as the one you successfully used before,
• what types of games you played to accumulate the winnings you are trying to withdraw, and
• which bonus you activated and played with. Kindly send me a link to the bonus or a screenshot showing its details.

Hi Veronica,

Yes, I confirm that the withdrawal was approved on 19.12, as stated in the email. But the money has not been paid.

1) I didn't use the same payment method as before because it was no longer possible. I think I used Trustly before, but now they have switched to Brite, meaning both the deposit and the requested withdrawal were made with the same payment method.

2) I played slot games, i.e. slots, to collect my winnings, and nothing else, such as table or live games

3) Unfortunately I no longer have a link or screenshot of the bonus I activated, but this should not matter because the operator has already approved the withdrawal, I think it was a so-called returning player bonus 100℅ up to €100, I can't believe they are still claiming the bonus I used.

Hei Veronika,

Kyllä, vahvistan että kotiutus on hyväksytty 19.12, kuten sähköpostista käy ilmi. Mutta rahaa ei ole maksettu.

1) En vallinnut samaa maksu tapaa kuin aiemmin koska se ei ollut enää mahdollista. Aiemmin mielestäni käytin Trustly - maksua, nyt he ovat siirtyneet käyttämään Brite - maksua, eli sekä talletus että pyydetty kotiutus on tehty samalla maksutavalla.

2) pelasin voiton keräämiseksi kolikko pelejä, eli slotteja, en mitään muuta, kuten pöytä - tai live-pelejä

3) Minulla ei valitettavasti ole enää linkkiä tai kuvakaappausta bonuksesta, jonka aktivoin, mutta tällä ei pitäisi olla merkitystä, koska operaattori on jo hyväksynyt kotiutuksen, mielestäni se oli ns palaavan pelaajan bonus 100℅ aina 100€ asti, en millään jaksa uskoa että he enää vetoavat käytettyyn bonukseen.

Here is their latest response, they still claim they are not getting a response from the finance department

Tässä vielä heidän viimeisin vastaus, he edelleen väittävät että eivät saa vastausta talousosastolta

So I suggest that if possible, try to get in touch with that financial department, because the player/I cannot get in touch with them directly. If this is successful, then ask them why the withdrawal has not been paid.

Eli ehdotan, että mikäli mahdollista, yrittäkää saada yhteys tuohon talous osastoon, koska pelaaja/minä ei saa sinne suoraan yhteyttä. Mikäli tämä onnistuu, niin kysykää sieltä, miksi kotiutusta ei ole maksettu.

Dear Banther

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Banther,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Tournaverse Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Tournaverse Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hello Hadi,

Tournaverse has now stated at least 3 times that their finance team will respond to me, but no message has come. So why hasn't the payment been made? It's been a month now. Here's the last message below:

Hello Hadi,

Tournaverse on nyt ilmoittanut ainakin 3 kertaa että heidän talous tiimi vastaa minulle, mutta ei ole viestiä tullut. Miksi siis maksua ei ole tehty? Nyt on jo kuukausi mennyt. Tässä alla viimeinen viesti:

Tournaverse Casino: don't claim that the finance department is not responding, you have to have someone to contact. This is no longer an acceptable explanation.

Tournaverse Casino: älkää väittäkö että talous osasto ei vastaa, pakko teillä on olla henkilö johon ottaa yhteyttä. Tämä ei siis enää ole hyväksyttävä selitys.

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.

Hello!

Tournaverse answered me directly and once again in the same way, Hadi, can you now try to get their finance department to respond?

Hei!

Tournaverse vastasi minulle suoraan ja jälleen kerran samalla tavalla, Hadi, voitko nyt yrittää saada heidön talousosastoa vastaamaan?

Dear Banther,

I am also reaching out to the casino directly regarding this matter. I will keep you informed as soon as I receive a response.

Hello Hadi!

Could I get an update on this, have you reached out to the casino?

Hello Hadi!

Saisinko tähän jotain päivitystä, oletko tavoittanut kasinon?

Also, one more question, what do you think, is it worth trying to get the withdrawal back to the game account and then trying the withdrawal again?

Lisäksi vielä kysymys, mitä olet mieltä, kannattaisiko yrittää saada kotiutus takaisin pelitilille ja sitten yrittää kotiutusta uudestaan?

Dear Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi