Tournaverse Casino - Player is struggling to withdraw his winnings.

The casino in question is delaying the payment of winnings and the reason has not been given.

The withdrawal request was made on 22 January 2023 and the account confirmation took a long time, the account was confirmed on 1 February 2023 and on 3 February 2023 the following message came from them:

"You have recently requested a withdrawal from us.

I would like to inform you that your withdrawal has been accepted, and in accordance with our Terms and Conditions the withdrawal has been split up in installments.

The first installment of €1000 is on its way to your bank account and should arrive within 2 business days to your bank account depending on the speed of your bank. The second installment shall be done around the 17th of February."

Deposit made with Trustly and withdrawal request via bank transfer, but nothing has been paid yet, that first part should have arrived on 6 or 7.2.

Best regards

Timo P********

Dear peltsi41,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? Have you accumulated your winnings with or without an active bonus? Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hello,

i sent email to you Petronela

Thank you very much, peltsi41, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you peltsi41 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 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 IBAS – an alternative dispute resolution service (https://www.ibas-uk.com/consumers/claim-wizard/) 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/support/online-gaming-support/). 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 casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

You can close this, they finally pay all my money, it takes a long long time but happy end after all.

Dear peltsi41,

Thank you for confirming that you have received your winnings. We understand that it took longer than expected, and we sincerely apologize for any inconvenience or frustration you may have experienced during this process.

Best regards

Customer Experience Team

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