Tournaverse Casino - La retirada del jugador se retrasa significativamente.

First off: KYC process was painfully slow but I managed to verify my account.

After the verification I made a withdrawal request and everytime I ask why it's still pending I get the same answer: "just last verifications by our relevant department". And of course they can't provide a time estimate of how long it's gonna take. I'm starting to feel like I don't get to make a withdrawal at all. I'm 99% sure that I don't see my winnings ever again.

Dear Kissafani99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Were your winnings accumulated with or without an active bonus?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi,

I might have been a little bit too hasty to write the complaint (I made the withdrawal request 6.9.23). So now I'll wait the 14 days before doing anything else. And it was from a normal deposit, no bonuses.

Hello Kissafani99,

Have there been any developments since our last conversation, please? 

Hi, as of today my withdrawal request is still pending. So nothing has changed. I have chatted with the support and e-mailed the legal team. I always get the same type of answers: "we are making last verifications, we will process the withdrawal as fast as possible, blah blah blah..."

I haven't actually received any useful information about my withdrawal request at all. I don't know why they are stalling but I'm not cancelling my request.

Thank you very much, Kissafani99, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Kissafani99 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 is this withdrawal process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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 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

We’ve reopened this complaint at the request of Tournaverse Casino. We have received the following message:

Dear all,

Thank you for bringing up your concern regarding the player's pending payout request.

We understand your frustration, and we would like to provide you with some clarity regarding the delay. Our team recently implemented an enhanced review process to ensure the utmost security and accuracy in handling payout requests. This additional step is aimed at safeguarding your funds and ensuring that every aspect of the payout is processed correctly once it is accepted.

We are pleased to inform you that your payout request has been approved in the meantime. As part of our process, the payout is split into installments to facilitate a smoother transaction. The first installment has already been processed and should have already been credited to your bank account.

Furthermore, the second installment of your payout request was processed yesterday. However, please keep in mind that it can take a couple of business days for the funds to reflect in your bank account, depending on your financial institution's processing times.

If you require any additional information to resolve this complaint, please do not hesitate to contact us.

Best regards,

Tournaverse Complaint Team

Hi,

Tournaverse has contacted me to inform that my payment was split in three installments. While I am not happy that it was split, I am still grateful that I'll be (hopefully) receiving my money.

I got the first installment of 1000 euro and I've been told that the second installment is on it's way. I will update this complaint as soon as I see the installments in my bank.

Dear Kissafani99, Thank you very much for the update. We will keep this complaint open until you confirm all your withdrawals have been successful. Please keep me informed about any further developments.

We would like to ask the Kissafani99 to reply to this complaint. We are extending the timer by 7 days. If the player fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi,

I have received 2000 out of my 2451 euros. The last one is scheduled around 28th of October so I am happy with that result. In my opinion this case is solved.

Dear Kissafani99,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter