Complaint #8 Tournaverse Casino

Stalling payment of 3700 euros

By Hesanderi

3 years ago

So this case started on 8.5.2023 when I made my first withdrawal from this casino. I made a withdrawal of 3700€. KYC process took over a week and finally my withdrawal was approved 18.5.2023. When the money didn't show up in my bank account after a couple of days, I asked on the live chat if there were any problems. Then they told me that my withdrawal has been accepted but split into parts and the first installment should appear in my account within a couple of business days. Since I was not informed about this in advance, I asked to send the information by email. below is a copy of the email.

"Dear Jani,
I hope this email finds you well.
You have recently requested a withdrawal from us and I would like to inform you that your withdrawal has been accepted, and in accordance with our Terms and Conditions the withdrawal has been split up in installments.
The first installment of €1000 is on its way to your bank account and should arrive within 2 business days to your bank account depending on the speed of your bank. The second installment shall be done around the May 30th 2023.
Hope you have a good day.
Let us know if you have more questions, we are happy to help you!
Sincerely,
Lisa
Tournaverse Player Support International"

I have not received a single euro from them. I have asked support about it several times, but all I get in return is , that "they are sorry I haven't received my money and they have processed the installments accordingly". I have sent them my bank statement to prove that I have not actually received any money from them, but still nothing happens.

I've been playing at different casinos for more than a decade and for the first time I have the feeling that I won't get my money. I have not seen such shady activity in any Casino until this day. After all, this is supposed to be trusted MGA license casino. Apparently the MGA logo has no meaning these days. Can you please help me?

Disputed Casino Tournaverse Casino

Reason Delayed payment

Amount €3700

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Hesanderi

2 years ago

My withdrawal was paid in four installments. This complaint is resolved.

Tournaverse Casino

• Representative

2 years ago

Dear HESANDERI,

We are sorry to see that your payout was delayed.

Having checked with our relevant department, we can confirm that your payout was processed again, and it should be already on your bank account.

Best regards
Customer Experience Team

AskGamblers

• Support Team

2 years ago

Dear all,

This complaint has been reopened as per Tournaverse Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Tournaverse Casino Complaint Stats

Resolved 19 / 21

Avg. Amount $1,466

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Tournaverse Casino Complaints

See all complaints for this casino

Payout delayed since December 19th

I have an approved withdrawal 19.12.2025, and Tournaverse doesn´t make a payout. They only answer from support rarely, only telling that their relevant team will investigate the issue.

So they dont ask for any documents or tell that I have broken the rules, only payment is missing. I have all the emails saved and have a picture of the approved payout.

Please note that when contacting the operator, they will not answer easily, so you must ask many times, even 5 times is not enough. Could you try to help me with this? ID for case is [39D-30F28097-0076] in Tournaverse.

Here is one example of their email:

On Saturday, January 10, 2026, at 04:03:41 PM GMT+2, Support <[email protected]> wrote:

Hello,

Thank you for your message.

Having checked your account, I see that our relevant team was contacted about your withdrawal, and at this moment, we are still waiting for more updates.

The moment we get any news, we will contact you again.

Let us know if you have more questions. We are happy to help you!

Sincerely,

Sarah

Tournaverse Player Support International

Tournaverse

Resolved

€500

4500e Delayed payment

I've waited for two withdrawals from Tournaverse Casino for 1 year and 7 months.

I requested 2000e withdrawal on 15.3.2023 and 2500e withdrawal on 1.4.2023.

After a while I started contancting the support via emails and live chats. The response was always the same: "We are truly sorry for the delays and we are working on it". I've also provided them with my bank statements which they requested (twice) and they thanked me and told me this will be resolved as quickly as possible by the relevant department.

Although they have been extremely polite, after such a long time, I feel out of options and hopeless and have to write this complaint.

Unresolved

€4,500

Delayed payment of 1500 euros

This is my first time writing a complaint on a casino after playing over 10 years of casinos. I won 1500 euros and completed the kyc process (which was already Hardest one i have ever done). Then on 15th of october I was told that my withdraw was accepted but it was split In two parts. How ever i haven't received any amount from the casino. They told me that the second part would be paid around 29th of october. Chat was friendly but couldn't help me. Email answers are very slow. They told me that on their end it shows that it has been paid, but I am 100% sure i haven't received any money from them.

Thank you for the help.

Resolved

€1,500

Delayed payment of 150 euros

I made a withdrawal of 150 euros on September 10th, 2024, and according to Tournaverse Casino, it was processed the next day.

However, I never received the money. I have since been in a really slow email exchange with the casino (it usually takes them 3-4 days to reply) One month later from the original withdrawal, I still haven't received my winnings.

The answers I have been provided about the delay come down to vague statements about how they are looking into the matter, but I have not received any concrete updates on when I'm going to receive my winnings.

In my opinion, I have been really patient, and I am disappointed with the experience on Tournaverse.

I have never made any complaints against any casinos, but this time I feel forced, because my withdrawal seems to go nowhere, and the customer service gives vague unhelpful answers.

Unresolved

€150

Delaying my account verification and withdrawal

I've been trying to get my account verified at the Tournaverse Casino since wednesday 10th of april 2024, but hasnt been able to do so. I have sent all the necessary documents for the casino needed to verify my account including the following: photo of my national ID front and back to verify my identity, recent electricity bill to prove my current address, 2 different bank statements to confirm im the person owning the account in question, screenshot of my deposit from my internet bank, photo of my passport to prove my birth place and screenshot of my electronic university student ID. At this point I've given them all the information they need to verify my account, but they're clearly delaying this from happening and by doing that they're also delaying my withdraw worth of 1100e because its not possible to withdraw before the account is verified and KYC process is done. Now the Tournaverse casino has stopped replying to my email, now its been over 48hrs since I've sent my last email and I'm yet to see reply from them. For some reason I wasnt able to attach the documents to this complaint, it just says "upload error" when I tried so I'll sent the documents to your email [email protected]. Thank you.

Resolved

€1,100

2 weeks of waiting for payment

I got mail on 18th of September that my total winnings of 2500€ will pe paid in installments and that first 1000€ is paid. Second installment also should be paid around 28th of September.

They also said many times on their chat that first installment was paid on 14th of September.

KYC was approved by Tournaverse. I sent them passport, phone invoice and latest bak statement.

Now they sometimes keep asking for new bank statement on chat. I can get new bank statement only once a month.

They won't contact Trustly or give me Trustly receipt so I could do so.

So, I'm waiting for 2500€, because second installment is also around today.

There's no payments to my bank, nothing.

Resolved

€2,500

1200 EUR delayed payment 2 weeks

Delayed approved withdrawal from (19-08-2023 19:56:07 64e11e579a4730.11170233 approved) total of 1200€ from Tournaverse Casino, still not received.

I sent my bank account statement 29-8.23, which shows that the money has not entered my account.

I haven't got any money from them yet.

I've been waiting for it for two weeks, promise is 1-2 banking days.

I had the same problem with the last withdrawal

Resolved

€1,200

Approved withdraw not came to My bank account

My withdraw is approved 29.5.2023 and today 10.8.2023 money is not arrived to my bank account. I send a lots of emails and ask what is problem to my case.

They always answers to be patients and they apologize for delay. Now I need your help to this case.

I send also dokuments and bank statement.

Thank you.

Resolved

€320

Delayed withdrawal without a valid reason

Hello. I asked for withdrawal on 22nd of July.

KYC process was accepted 24th of July. There is no on going bonuses and there should not be any reasons not to accept my withdrawal.

I have contacted them via live-chat. Agents keep saying that withdrawal will be accepted very soon but nothing really happens. Agents also told me withdrawals should be processed during 48hours.

Resolved

€700

Delayed withdrawal for 2 weeks

Withdrawal ( 800 euro ) was approved on 12.07.23. The confirmation e-mail says that the withdrawals will arrive in my bank account within 1-2 working days, it has been more than that. I have talked to the chat and sent an email. Still nothing and my account is fully verified.

They keep asking me to be patient.

Resolved

€800