The player from Germany deposited funds via Bitcoin, but the the deposited amount wasn't credited to his gaming account. The player later informed us that the deposited amount was credited to his gaming account 18 hours after depositing. After addressing the player's additional concerns, the complaint was closed as 'Resolved'.
Tornadobet Casino - The player's deposit is not credited.
Amount: €145
Tornadobet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.6
Tornadobet Casino has a Safety Index of 2.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good day
I deposited 145 euros with BTC. I have sent tornadobet.com all screenshots of the transfer or proof. The chat is not responding at all. I am not getting any help. It would be great if you can contact the provider.
Thanks very much
Automatic translation:
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3 years ago
Dear Moritz,
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. Do I understand it correctly that the deposit was not credited to your casino account? When did you process the mentioned deposit? This the casino respond you at all?
Also please send through any relevant proof or communication with the casino to nikolas.b@casino.guru. Thank you in advance for your reply.
Best regards,
Nick
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3 years ago
Translation
no problem
I deposited at 6pm yesterday. The money was never credited. The casino does not answer at all via email and only a copy and paste answer comes in the chat. No real help at all.
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3 years ago
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many thanks for your help. The money has now been credited after 18 hours. However, 5 euros too little. But that's not the problem. I'm afraid that if I win I will have problems with the payout again with this provider. So maybe see you soon and thank you very much.
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3 years ago
Dear Moritz,
Thank you very much for letting us know that the deposit has arrived. What did you mean by your last e-mail about closing the account? Did you request for account closure or self-exclusion?
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3 years ago
Translation
A self-exclusion due to problematic gambling behavior.
Unfortunately, the provider doesn't respect that. They also send me bonus offers and immediately reopen the account if you ask.
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3 years ago
Thank you Moritz for the information. I'll now forward your complaint to my colleague Andrej who will be assisting you from now on.
Wish you best luck.
Regards,
Nick
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3 years ago
Dear Moritz,
I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue. In the meantime, could you please advise when and how did you request self-exclusion? Did you specify ‘problematic gambling behavior’ as the reason for the request?
I would like to invite Tornadobet Casino to join this thread and participate in the resolution of Moritz’s complaint.
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3 years ago
Translation
Of course I have stated that several times. The last time it was a week ago.
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3 years ago
Hello,
Thank you for your opinion and feedback about TornadoBet casino.
We would like to inform you that the "CHA***" player account is closed since October 19, 2021.
The account hasn't been reopened since then.
Best Regards,
TornadoBet Casino Team
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3 years ago
Translation
Then let's hope it will stay that way. Many greetings
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3 years ago
Thank you, TornadoBet Casino Team, for the reply.
And thank you, Moritz, for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'Resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
