Tournaverse Casino - 플레이어의 탈퇴가 지연되었습니다.

I made a withdrawal and received an email stating that the money would be in my account within 2 days. Now, a week has passed since the withdrawal, and the money has not yet arrived in my account.

Tein noston ja sain sähköpostin että rahat ovat tilillä 2päivän kuluttua, nyt nostosta viikko kulunut eilä rahat ole saapuneet tilille

Hello Ttaija,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tournaverse Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I have confirmed only the e-mail and phone number, the casino has not required other confirmations. I collected the winnings with real money, I deposited without a bonus. Last time yesterday I chatted in live chat, they told me to wait and that there is a slight delay but the money should arrive soon.

Olen vahvistanut vain sähköpostin ja puhelinnumeron muita vahvistuksia kasino ei ole vaatinut. Keräsin voitot oikealla rahalla, talletin ilman bonusta. Viimeksi eilen juttelin live chatissä, käskivät odottaa ja että pientä viivästystä on mutta rahat pitäisi pian saapua.

This was the answer

Näin vastattiin

Hey,

The money still hasn't arrived in my bank account.

Hei,

Edelleenkään ei ole raha saapunut pankkitililleni.

Thank you Ttaija for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Ttaija,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Tournaverse Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request, was it processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear Ttaija,

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 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. Alternatively, you can contact the European Online Dispute Resolution - https://ec.europa.eu/consumers/odr/main/?event=main.home2.show. 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 (natalia.b@casino.guru). Here you can find an article that can help you with your complaint to the regulator: https://casinoguru-en.com/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Natalia