Tournaverse Casino - The player struggles to verify his account.

I thought the casino was registration-free when it had the option to identify via trustly and this is also advertised as a registration-free casino. I won 760e and withdrew the amount. They told me to send the documents so that the repatriation can be accepted. Well, I have sent all the docs and the repatriation is still pending. The documents have been approved, but they always come up with a new explanation why the repatriation still hasn't been approved. I have to ask about it in the chat myself and they always claim that the matter is being handled and a notification will be sent by email when the withdrawal has been approved... I really do not recommend this casino!!!

Hello Jouhanna,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tournaverse Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear Jouhanna,

We are sorry to see that you have had some issues with your verification process.

After checking this with our relevant department we have been informed that your verification process was completed on time and that your payout was processed toward your bank account on the 16th of October.

Since bank transfers take up to 2 working days your payout should be already in your bank account.

Best regards

Customer Experience Department

Dear Jouhanna,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The complaint will be now closed for the above mentioned reason.