Tournaverse Casino - 選手の退場が遅れました。

Over a month has passed since my withdrawal request was approved, but the withdrawal has not been processed yet.

出金申請が許可されて一ヶ月以上経つが出金に至っていない

Dear komonga, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 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? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Thank you for your help.

I received this email, but there has been no activity since then.

Withdrawals have been successful in the past.

KYC has also been passed.

お世話になります。

このメールが来たのですが、その後全く動きがありません。

過去に出金は成功しています。

KYCも合格しています。

Thank you very much, komonga, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi komonga,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Tournaverse Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please explain why the player's withdrawal request hasn't been processed yet?

In case of any supporting evidence, feel free to to send it to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear komonga,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia