Tournaverse Casino - 選手の退会が遅れました。

I've been waiting a week now for an approved payment to my account.. they claim it's a third party problem.

Olen nyt viikon odottanut hyväksyttyä maksua tililleni.. väittävät kolmannen osapuolen ongelmaksi.

Dear eldorado18,

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 the 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,

Kristina

The withdrawal was approved a week ago. When I asked about it they claim it's a third party problem. Today, when I asked about it, the bank statements asking for it from the day of approval that I am not cheating.

Nosto on hyväksytty viikko sitten. Kun kysyin asiaa väittävät kolmannen osapuolen ongelmaksi. Tänään kun kysyin asiasta pyytävät tiliotteet hyväksymispäivästä lähtien etten huijaa.

Dear eldorado18,

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.

Hey. It's been two weeks now and I still haven't received the money.

they still want my bank statement that I haven't received the money. Is this normal that I have to prove that the money has not come?

once I got an email that they noticed that I haven't received the money and they're putting it in the payment.. but it doesn't show up 😂

Hei. Nyt on kaksi viikkoa kulunut enkä vieläkään ole saanut rahoja.

edelleen haluavat tiliotteeni että en ole saanut rahoja. Onko tämä normaalia että minun täytyy todistaa ettei rahoja ole tullut?

yhden kerran sain sähköpostia että huomasivat etten ole saanut rahoja ja laittavat ne maksuun.. mutta ei näy 😂

Thank you for your reply, eldorado18. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Dear eldorado18,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.