Tournaverse Casino - A conta do jogador foi encerrada devido a um problema restrito do país.

They have closed my account when I wanted to withdraw 500 e, I deposited thru pay n play, normally you are then verified, but they wanted also KYC, and that take ages, at the end they sent me an email stated that I am playing from a restricted country, but I play from Finland, that's not restricted, and I paid thru the finnish bank account, in my country Finland. What can I do? Please help me

Dear Lollalita,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you used a VPN or other IP-masking software to access the casino website?

Have you put true and correct personal information when you registered in the casino?

Do I understand correctly that your account was closed during KYC verification and it has not been fully verified?

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

Best regards

Veronika

Hello, I have not used VPN, or IP masking software. I deposited in Finland via pay n play, from my finnish account, they did close my account during kyc.Im not fully verified. Thank you in advance!

Could you please specify which of your documents have not been approved by the casino? Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

I have sent the email communication between me and the casino to the address you provided thank you!

I need the correct email address, something is missing 🙂

veronika.l@casino.guru is the correct address. I have not received any email from you so far. Please double-check if there is no typo in the address 🙂.

I have received your email now. Thank you very much, Lollalita, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Lollalita for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Tournaverse Casino for their help in resolving this complaint. We would like to know why was the player closed and what can we do to help resolve this issue.

Thank you!

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.

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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Tournaverse Casino. We received the following message:

We would like to provide further clarification regarding the case of the player residing in the Åland Islands.

The Åland Islands are an autonomous region with a separate legal status from Finland. "Although Åland is part of the Republic of Finland, it has its own autonomous parliament. In areas where Åland has its own legislation, the group of islands essentially operates as an independent nation".You can find more details on this here:https://en.wikipedia.org/wiki/%C3%85land

. As per our Terms & Conditions, specifically Clause 37, players residing in the Åland Islands are not eligible to register or engage in activities on our platform. The full list of restricted jurisdictions, including the Åland Islands, is clearly stated in our T&Cs.

Additionally, our Terms & Conditions, which the player agreed to upon registration, explicitly state that it is the player’s sole responsibility to ensure they are eligible to create an account. If a player registers from a restricted country, they assume full responsibility for any consequences.

In line with these policies, our relevant department has reviewed the case and, in compliance with our T&Cs, has rejected the player's PO request and proceeded with the account closure.

Should you require any further details, feel free to reach out.

Best regards,

Tournaverse.com

Dear Tournaverse Casino representative, we believe that any country restrictions should be implemented on a software level to prevent players from registering in the first place not after they have already lost or won funds. If the player was able to register at the casino, you can block them due to country restrictions but all winnings should be paid out as well. Restricting a country after a player has already played and won creates a situation where the player bears all the risk, while the casino avoids any consequences. I still hope we can come to a compromise on the matter. Thank you in advance for your reconsideration!

Hello, We appreciate your feedback and understand your concerns regarding country restrictions.

Tournaverse Casino has strict country restrictions in place, and our system is designed to enforce them. However, in cases where a player uses a VPN or other methods to bypass these restrictions, it falls beyond our control. As stated in our Terms & Conditions, it is the player’s responsibility to ensure they are eligible to register and play on our platform.

We remain committed to compliance with our policies and fair gaming practices. Should you require any further clarification, please feel free to reach out.

Best regards,

Tournaverse Casino

Thank you for the update Tournaverse Casino representative, would it be possible to provide me with any evidence that the player used third-party software to get around the restriction? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for providing me with the information Tournaverse Casino representative.

Dear Lollalita, the casino has provided me with evidence that you have used a VPN to get around country restrictions. In a situation like this, we believe the account blocking to be warranted and the steps the casino has taken justified. We will subsequently reject your complaint, thank you for your understanding.

Kind regards,

Peter