Tournaverse Casino - プレイヤーが賞金を受け取れずにいます。

I played the welcome bonus on Tournaverse and finally made a withdrawal request of €4,000. The next day I received a KYC request which I completed immediately. So far, things have been relatively painless. However, now there has been no contact from them at all and they are really bad at responding to emails, no real answer is given when I ask for the money, they only say that this is not from us at all. There is no live chat service, even though they advertise it. At first, the money could still be withdrawn back to the game account, but now it is no longer possible.

Pelasin Tournaversellä tervetuliaisbonuksen ja tein lopuksi nostopyynnön 4000€. Seuraavana päivänä tuli KYC- pyyntö jonka suoritin välittömästi. Tähän asti homma meni jokseenkin kivuttomasti. Nyt kuitenkaan sieltä ei olla oltu missään yhteydessä heidän aloitteesta enää ja todella huonosti vastataan sähköposteihin, varsinaista vastausta ei anneta kun kysyn rahojen perään, ainoastaa sanotaan että tämä ei kuullosta meiltä lainkaan. Livechat palvelua ei ole vaikka näin mainostavat. Aluksi rahat olivat vielä nostettavissa takaisin pelitilille, mutta nyt ei ole enää.

Dear VEKSI,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal 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 withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.