Tournaverse Casino - Player's account has been closed due to a restricted country issue.

They have closed my account when I wanted to withdraw 500 e, I deposited thru pay n play, normally you are then verified, but they wanted also KYC, and that take ages, at the end they sent me an email stated that I am playing from a restricted country, but I play from Finland, that's not restricted, and I paid thru the finnish bank account, in my country Finland. What can I do? Please help me

Dear Lollalita,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you used a VPN or other IP-masking software to access the casino website?

Have you put true and correct personal information when you registered in the casino?

Do I understand correctly that your account was closed during KYC verification and it has not been fully verified?

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

Best regards

Veronika

Hello, I have not used VPN, or IP masking software. I deposited in Finland via pay n play, from my finnish account, they did close my account during kyc.Im not fully verified. Thank you in advance!

Could you please specify which of your documents have not been approved by the casino? Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

I have sent the email communication between me and the casino to the address you provided thank you!

I need the correct email address, something is missing 🙂

veronika.l@casino.guru is the correct address. I have not received any email from you so far. Please double-check if there is no typo in the address 🙂.

I have received your email now. Thank you very much, Lollalita, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Lollalita 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 player closed and what can we do to help resolve this issue.

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 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. 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