Tournaverse Casino - Player’s account got closed.

I dont have second account and they keep saying it.. Documents were processed slowly and now they closing account but dont show my "second account", i know i havent second account. When you start playing you need to but all your adress and need first email verification so this is just trolling.. I need some help with these

Dear niklassakari,

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 situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Do I understand correctly that you have passed the KYC verification? Since when exactly is your account verified? Did the casino provide you with any evidence of you having multiple accounts? Have you accumulated your winnings with or without using an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Hi Veronika, they are no longer responding to emails while I'm trying to figure out the "double user" problem. I got the account confirmed without any problems and everything was accepted, then the next email was to close the account.. 1st deposit was €40 as I remember and I played it raw

2nd deposit €25 x 100% bonus, recycling succeeded without difficulty

IP address impossible, but household possible, we have a big family.

What annoys me the most are these casinos that accept addresses but problems arise during the withdrawal phase, no one from the same address remembers winning or playing on that site

The account was created on 18.5 and the account verifications were forwarded

19.5 the bank account had to be verified better

The account was confirmed on 20.5

Account closed on 21.5

Trustly login was used, after which I had to fill in the address information, etc.

Do I understand correctly that your account was successfully verified? Could it be possible that someone from your household used the same payment method to log in and play in this casino?

I regret that I praised before the account was locked..

Account verification was successful.

It is not possible that the same payment method was used.

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

Hello there,

Thank you niklassakari 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 was the account closed and if we can do anything to help.

Thank you!

I appreciate your time. I hope everything works out. 🙂

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 Malta 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 received the following message:

Hello,

Following a thorough review by our relevant department, we have identified that multiple accounts have been created using the same or similar personal details. As stated in Sections 47 and 48 of our Terms and Conditions, each player is allowed only one account per person, family, household, IP address, and email address. Multi-accounting is strictly prohibited, and we take such matters very seriously.

Our investigation confirmed that another account with matching details was found. Please understand that we do not take these actions lightly—we conduct careful and extensive checks before making any such decision. As a result, your account has been closed, and as per our Terms, all transactions, bets, winnings, and bonuses across the related accounts have been voided.

If you have any questions regarding this decision, you are welcome to reach out, but please be aware that our position on this matter is final.

Thank you for the update Tournaverse Casino representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter, e-mail has been sent, please let us know when you get the time to check it.

Sincerely,

Tournaverse.com

Thank you for the information Tournaverse Casino representative. While I understand the concern the similarities in the accounts can create, we believe that if each person can verify they have played with their own funds and on their own device they should be allowed to play from the same household. In situations like these, we recommend performing a video verification call, preferably at the same time to alleviate any possibility of multiple accounts. I hope we could come to a compromise on the matter. Thank you in advance for your reconsideration!

Hello,

We would like to emphasise that our terms are designed to maintain fairness and prevent any potential misuse.

During registration, player confirms that they have read and understood Terms and Conditions, which clearly indicate clauses about multiple accounts as well as households restrictions: 

 - 47. Each Player is allowed to open only one Account per person, family, household, IP address and email address. The use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.

- 137. We may deem a Player's behaviour as amounting to "Abusive" including but not limited to the cases listed hereunder:

b) if the Player creates multiple accounts or uses IP hiding software, as only one (1) Account per household, person or IP is allowed (unless awarded prior email approval by management).

Since aforementioned clauses are clearly indicated in our terms, unfortunately we cannot reconsider this case. As our terms were breached, we had simply taken actions in accordance to them. 

Thank you for your attention to this matter. We trust in your commitment to ensuring an equitable resolution process and look forward to your response.

Dear Tournaverse Casino representative, After a thorough discussion with my team, we have carefully reviewed the circumstances of this case and have concluded that your actions are in violation of our Fair Gambling Codex. In light of this determination, we regret to inform you that we must close this complaint as unresolved. We appreciate your understanding in this matter.

Dear niklassakari, I understand that this resolution may not be entirely satisfactory to you. However, please note that the decrease in the casino's rating due to unresolved complaints may encourage them to reconsider their approach. Should the casino decide to respond and take action regarding your complaint, we will promptly reopen the case and notify you via email.

I sincerely regret that I was unable to provide a more favorable resolution in this instance. Please do not hesitate to reach out if you have any further questions or require additional assistance.

Best regards,

Peter