Tornadobet Casino - Player’s struggling to verify her account. The complaint was closed as unresolved as the player stopped responding to us.

I tried passing verification procedure in Tornadobet casino after my win. We agreed about the date and time for the Skype call but they never called me. I tried rescheduling call several times but never received a call from them. Casino is claming that they called but never provided the proof of that. My win confiscated and I want it back. I m still opened for a Skype veification

Dear Beatriz,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that the verification call the only thing holding you back from completing the KYC? Have you provided all the other required documents?

Could you, please, forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Hello. Yes, call verification is the only thing is missing but casino already confiscated the money... I will forward the emails but they are in Spanish

Thank you very much Beatriz for your reply and emails. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

We will now try to contact the casino and ask them to join here to help you resolve your issue.

We are currently still waiting for the casino to respond to us. Extending the timer by 7 days.

Hello,

Thank you for your review and for your opinion on TornadoBet casino.

We would like to inform that the given customer has been called via skype, for verification purposes, at the agreed time in July and there was no reply. After that, the verification call has been postponed for a couple of more times, the customer has been called at those times, but there was no feedback again.

As a result, the verification was not completed and the customer is now able to withdraw only the amount of initial deposit. After that, account will be closed.

TornadoBet casino has the screenshots of skype calls and of the chats with the customer when it was agreed for the verification call. If necessary, we can provide them to Casino Guru portal.

Best Regards,

TornadoBet Casino Team

Please send all evidence to nikolas.b@casino.guru so we can check it to be sure. Thank you for your cooperation.

Hello Nick,

Evidence has been sent to the according email.

Thank you.

Unfortunately, I haven't receive any e-mail. Could be a problem with the e-mail address too. Could you please try to send it also to nikolas.b@guruadmins.com. Thank you again.

Sure.

Sent it to the second email.

Hello! Please mind that I requested casino to send me the screenshots of the call logs but the only screenshot I received was in Russian and it says that they tried to call me TODAY (that was on September 28, money was confiscated 01/08/2020)

+ above that message on the screenshot there were no other call attempts what means that they never called me before

We have received evidence from the casino. However, it was unsufficient, so we have requested for a new one. Please note that because of holidays it might take longer to receive answer from the casino.

We haven't receive an answer from the casino yet. Please note if we won't get any respond within the next 10 days, the complaint will be marked as unresolved, which could affect the casino's rating.

Hello Nick,

We have answered you by email right away, on December 21. Please check your inbox of nikolas.b@guruadmins.com

Dear Tornadobet,

Apologies, I've must misseen your respond. Will post a respond as soon possibe but need to discuss it with some collegues. However, it may take longer due to holidays. Wish you Merry X-mas and Happy New Year.

Sure, take your time.

Happy Holidays to everyone!

Dear Beatriz,

We are going to discuss your issue with my collegues tomorrow and check the evidence received from the casino. Please keep us updated if there will be anything new regarding your issue.

Hello Beatriz,

Could you please advise if you issue still persists as we haven't heard from you in a while?

Dear Beatriz,

Please note, if we won't get any respond from you within the next 7 days, the complaint will be rejected.

The complaint will now be closed as rejected as the player stopped responding.

The complaint was reopen on the player's request with the following message:

"Hi there! Sorry for the delay in a reply as I was in a hospital for a long time. I still did not receive any updates from the casino side and would be glad to hear from you regarding evidence received from the casino."

Dear Beatriz, I hope you feel better. I'll send it to your e-mail address. Please check it and respond as soon as you will be able to.

Hi Nick!

Did you send it to my mail already? Because I didn't find a message from you.

I've sent it again in case it was lost somewhere. Please check your e-mail now.

Dear Beatriz,

We haven't receive any answer from you. Please note if you won't respond within the next 7 days, the complaint will be rejected.

Dear Nick

I apologize for the delay in replying and thank you for the evidence you have provided. The inability to answer to a Skype call from the casino is due to the reason I mentioned earlier, namely the fact that I was out for a long time when I formed a request to open a dispute again. I do agree with the evidence provided by the casino, but is it still possible to make this call? Perhaps it is possible to define a clear time when this can be done. I hope for a good gesture from the casino. Thank you!

Dear Tornadobet,

Would you consider to try to verify the player again through skype call? Please let us know if there is any possibility for that or any other way to verify.

Hello,

There is no possibility to perform the verification again, since the final decision on this subject was made in August 2020.

The customer is able to withdraw the initial deposit.

TornadoBet Casino Team

Dear Tornadobet Casino,

Could you please specify how many times did you try to contact the player as in one of your e-mail you stated you did it several time? Also are they are screnshots proving that there were several attempts? Looking forward to your answer.

Hello Nick,

Our agent tried to contact the customer for 3 times back in July 2020, just like it was agreed with the player in Live Chat. There was no response at any of the agreed call time.

The screenshots, that we have recently provided you, is all the evidence we have from that period.

Best Regards,

TornadoBet Casino Team

Dear Tornadobet,

Just to make it sure, isn't there any way to reopen this case in your casino and try to verify the player?

Hello Nick,

No, there is no possibility to reinitiate the process of verification.

Regards,

TornadoBet Casino Team

Dear Tornadobet,

I can fully understand that the casino was closed as the player was not available for verification. However, we find it quite unfair to don't give the opportunity to verify her if she is willing to do. In case there won't be any other possibilities for the player to we will be forced to close the complaint as unresolved as from our point of view the player's balance shouldn't be vodied for a reason such as this one.

The complaint will be now closed as unresolved based on the previously given reason.