The player from Finland has requested withdrawals 10 days prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
Tournaverse Casino - Player’s withdrawals have been delayed.
Amount: €150
Tournaverse Casino
Safety Index:LowSafety Index
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4.9
Tournaverse Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I won bonus winnings with free bonus money 7e and withdrew 70e which was accepted on 13.12. I played with 20e euro and won and I withdrew 80e, which was accepted on 14.12. Both of them received a confirmation in my email and that the winnings would be in my account after 1-2 banking days. The money hasn't arrived yet. They announced that they cooperate with a third-party payment service provider that they cannot influence. Now they don't even answer emails anymore. That's how the profits will not be paid from them in full, that gentleman's many banking days have passed.
Automatic translation:
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2 years ago
Dear Heiska,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawals, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 years ago
Translation
Ok, thanks for the message. No documents have been requested and the winnings have been accepted. But I'm still waiting for the 14-day withdrawals to be approved.
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2 years ago
I fully understand your frustration, Heiska. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawals. Thank you in advance for your patience.
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2 years ago
Translation
Hey!
The money came to my account on 23.12 after I sent my statement there.
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Heiska, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
