Tournaverse Casino - La cuenta del jugador se cerró.

I dont have second account and they keep saying it.. Documents were processed slowly and now they closing account but dont show my "second account", i know i havent second account. When you start playing you need to but all your adress and need first email verification so this is just trolling.. I need some help with these

Dear niklassakari,

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 situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Do I understand correctly that you have passed the KYC verification? Since when exactly is your account verified? Did the casino provide you with any evidence of you having multiple accounts? Have you accumulated your winnings with or without using an active bonus?

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

Best regards,

Veronika

Hi Veronika, they are no longer responding to emails while I'm trying to figure out the "double user" problem. I got the account confirmed without any problems and everything was accepted, then the next email was to close the account.. 1st deposit was €40 as I remember and I played it raw

2nd deposit €25 x 100% bonus, recycling succeeded without difficulty

IP address impossible, but household possible, we have a big family.

What annoys me the most are these casinos that accept addresses but problems arise during the withdrawal phase, no one from the same address remembers winning or playing on that site

The account was created on 18.5 and the account verifications were forwarded

19.5 the bank account had to be verified better

The account was confirmed on 20.5

Account closed on 21.5

Hei Veronika, eivät vastaa enää sähköposteihin kun yritän selvittää "tuplakäyttäjä" ongelmaa. Tilin sain vahvistettua ongelmitta ja kaikki hyväksyttiin, sitten seuraava sähköposti olikin tilin sulkeminen.. 1.talletus oli 40€ muistaakseni ja sen pelasin raakana

2.talletus 25€ x100% bonus, kierrätys onnistui vaivatta

IP-osoite mahdotonta, mutta kotitalous mahdollinen, meillä on iso perhe.

Eniten ärsyttää nämä kasinot jotka hyväksyvät osoitteet mutta kotiutus vaiheessa ilmenee ongelmia, kukaan ei samasta osoitteesta muista kyllä voittaneensa tai pelanneensa kyseisellä sivustolla

Tili luotu 18.5 ja laitettu tilin varmistukset eteenpäin

19.5 pankkitili piti varmentaa paremmin

Tili vahvistettiin 20.5

Tili suljettu 21.5

Trustly login was used, after which I had to fill in the address information, etc.

Trustly kirjautumista käytetty jonka jälkeen pitänyt täyttää osoitetiedot tms kaikki vastaavat.

Do I understand correctly that your account was successfully verified? Could it be possible that someone from your household used the same payment method to log in and play in this casino?

I regret that I praised before the account was locked..

Account verification was successful.

It is not possible that the same payment method was used.

Kadun että kehuin vielä ennen tilin lukitusta..

Tilin vahvistus onnistui.

Ei ole mahdollista että samaa maksutapaa olisi käytetty.

Thank you very much, niklassakari, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you niklassakari for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Tournaverse Casino for their help in resolving this complaint. We would like to know why was the account closed and if we can do anything to help.

Thank you!

I appreciate your time. I hope everything works out. 🙂

Kiitän ajastanne. Toivottavasti kaikki selviää vielä. 🙂

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 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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter