Tournaverse Casino - Player’s withdrawal delayed by the casino.

Hi,

The withdrawal was approved on 08/19/23. The casino still hasn't paid it out, and it's almost been a month of waiting.

Dear cool3r,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Could you please advise if you’ve withdrawn any winnings from this casino in the past and which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

The account has been verified. I have withdrawn before, the withdrawal took 2 weeks. Withdrawal in the same way as last time, bank account. The withdrawal has been approved on 19.8.23, I have also received an email about it.(We have news for you and we are sure you will enjoy it... You recently requested a withdrawal and we are pleased to inform you that your request has been approved. This means that your money are available depending on the speed of light and your bank, so it may take 1-2 banking days before it arrives in your account.

If you need additional support, please contact us and we will be happy to help with any issues you may encounter!

We're thrilled you cashed in and can't wait to see what you win next!)

I've been waiting for it until now.

I'm still waiting....

Thank you very much, cool3r, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, cool3r!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Today marks a month since the payment was approved, they are still investigating that case. I have already sent them two bank statements to prove that I have not received payment

I received an email today that my payment was processed yesterday. I want to end this complaint

cool3r, please, let us know when you will receive your funds!

ok, I'll let you know.

I received an email from them on 21.9.23 (Since your payout has been processed yesterday, you can expect your withdrawal to arrive very soon!)

I still don't see the money. Let's wait a couple more days

I contacted live chat today. they asked me for a bank statement again, this is the third time. how many times do I have to send a bank statement to prove that no payment has been made.

It's okay. I received the money today

Dear cool3r,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team