Tornadobet Casino - Der Rückzug des Spielers wurde verzögert.

As I demonstrate in the following captures, last July 20 I request the withdrawal of my winnings, €4,500 from the casino they tell me that I have to do it through 2 withdrawals since the maximum amount is €1,500, so I do it. It's August 2nd and I haven't received my money and they give me long, today they don't even answer emails.

The first days I could access my casino account, now the page does not work.

Como demuestro en las siguientes capturas el pasado dia 20 de Julio solicito la retirada de mis ganancias, 4500€ desde el casino me dicen que lo tengo que hacer a atraves de 2 retiros ya que la candidad maxima son 1500€, asi lo hago. Estamos a día 2 de agosto y no he recibido mi dinero y me dan largas, hoy ya ni contestan a los emails. 

los primeros dias podia acceder a mi cuenta de casino, ahora la pagina no funciona.

Dear Miri4444,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

And what does it mean? That's not my problem, when I almost won or was open. What is the procedure now?

Y eso que quiere decir? Eso no es mi problema, cuando yo gane el casi o estaba abierto. Cual es el procedimiento ahora?

It is the first withdrawal in this casino, but it was verified and they had accepted the withdrawal, but the funds have not reached my account yet.

Es el primer retiro en este casino, pero estaba verificado y ellos habian aceptado la retirada, pero los fondos aun no han llegado a mi cuenta.

Thank you very much, Miri4444, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Miri4444,

This is Tomas and from now on, I will be taking care of your complaint. 

Please, could you update us on your current situation? Have you already received the payment?

Are you still unable to access your account?

Thank you.

Best Regards,

Tomas

Hello, I still can't access the page. And I have not received the money since on their own, despite having requested 3 withdrawals, they have done it all in one and my bank does not accept transfers of more than €3,000. With which I still have not received the money since the 20th that I requested it.

Hola, sigo sin poder entrar a la pagina. Y no he recibido el dinero ya que por su cuenta, a pesar de haber solicitado 3 retiradas lo han hecho todo en una y mi banco no acepta las transferencias de mas de 3000€. Con lo cual aun no he recibido el dinero desde el dia 20 que lo solicite.

Thank you Miri4444 for updating us with the necessary information.

Now I would like to invite Tornadobet Casino to join the conversation and participate in the resolution of this complaint.

Dear Tornadobet Casino,

Can you please provide an update on the status of the player's withdrawal? And could you please explain why the player's account access has been denied?

Thank you.

Kind regards,

Tomas

Without a doubt they are kidding me, they tell me that they have made a transfer of €4,500 once again when I already told them that my bank does not accept transfers of more than €3,000 at once, the vanco as you can see in the capture that attached to me has told me that they have not received any transfer with that data.

they definitely don't want to pay me.

It is as simple as making 3 transfers of €1,500 each, which was what I requested from the beginning.

Sin duda me estan tomando el pelo, me dicen que han vuelto ha hacer una transferencia de 4500€ de folpe cuando yo ya les dije que mi banco no acepta transferencias de golpe de mas de 3000€, el vanco como pueden ver en la captura que me adjunto me ha dicho que no han recibido ninguna transferencia con esos datos.

definitivamente no quieren pagarme.

es tan sencillo como hacer 3 trasferencias de 1500€ cada una que fue lo que yo solicite desde el principio.

Hello,

Thanks for your feedback on TornadoBet casino.

The player's account access has not been denied - the account was open and active all this time. If the player can not access the site or account, a screenshot of the according error should be sent to our Customer Service. They will help the player to login.

Regarding the status of player's withdrawal, we would like to inform that the amount of 4,500 EUR has been sent from our side on July 27, 2022. We have an according proof of this transaction, that was also provided to the customer.

If the customer's bank states that this amount was returned, according to the screenshots we received from the player, then we would need the Return Code from the bank. It is necessary in order to check for that specific transaction.

The code hasn't been provided to us yet.

Kind Regards,

TornadoBet Casino Team

They just sent me this and I have already sent them 2 screenshots of how the money has been returned by my bank to their account, I do not have more information because my bank does not have more information, what more do they need than the screenshots of the returned money?

esto me acaban de mandar y yo ya les he mandado 2 capturas de como el dinero ha sido devuelto por mi banco a su cuenta, no tengo más información porque mi banco no tiene mas información, que mas necesitan que las capturas del dinero devuelto?

Dear Miri4444,

Please, is there any way to ask your bank to provide you with a "Return Code" that the casino needs in order to check for this specific transaction?

Let us know so we can investigate further.

Thank you.

Kind regards,

Tomas

My bank does not have any more codes, only the proof of how the transfer has been returned, where it says the day, time and to whom it has been returned, it is the same proof that they sent me dw how they had done it.

Mi banco no tiene mas codigos, sólo el comprobante de como la transferencia ha sido devuelta, donde digura el dia la hora y a quien ha sido devuelta, es el mismo justificante que me mandaron ellos dw como la habian hecho.

Miri4444, there is a Spanish IBAN on the second screenshot provided by you. Could you please confirm whether it's yours or if it belongs to your bank?

Thank you.

Best Regards,

Tomas

belongs to my bank

Pertenece a mi banco

Dear Tornadobet Casino,

Could I please ask if it is possible to link the returned payment in your system to the IBAN of the player's bank? The IBAN is visible in the screenshot provided by the player, and as it seems that they are unable to obtain a 'Return Code' I wonder if this might be sufficient to match the transactions?

Thank you.

Kind Regards,

Tomas

That was what the bank asked me from the beginning, I asked the casino and they didn't give it to me.

Eso fue lo que me pidio el banco desde el principio, se lo pedi al casino y no me lo dieron.

Dear Miri4444,

Could you please provide those documents to the casino's support team as well?

We will wait for their statement so we can solve this complaint to the satisfaction of all parties.

Thank you.

Kind Regards,

Tomas

They are already sent, and they don't even answer

Ya estan enviados, y ni contestan

Dear Miri4444,

Thanks for providing the screenshots to our Customer Service today.

We have submitted them to the Financial Department at that time and now are waiting for an according feedback. Our Support agent will let you know as soon as we get the response.

Kind Regards,

TornadoBet Casino Team

Dear Tornadobet Casino,

Thank you for participating in the resolution of this issue. We hope that you will obtain the additional information from the Financial Department soon.

I will now extend the timer for an additional 7 days, please continue to keep us updated on any developments.

Best wishes,

Tomas

Dear Miri4444,

We are glad to inform that your money has been reversed by your bank today. Our Financial Department has just informed us in regards.

Now the according amount is on your TornadoBet player account. Feel free to make the withdrawal requests. The Financial team will make sure to process it properly.

We appreciate the time you have taken to provide us with the additional info that we requested, in order to clarify the situation.

Kind Regards,

TornadoBet Casino Team

I have no way of accessing my gaming account from Spain, and I don't want to access it either. I want them to process the 3 withdrawals of €1,500 each as requested from the start.

No tengo forma de acceder a mi cuenta de juego desde españa, y tampoco quiero acceder quiero que tramiten las 3 retiradas de 1500€ cada una como solicite desde el primer momento.

Dear Tornadobet Casino,

Thank you for providing us with the current situation.

But let me ask you a few more questions. Could you please explain why the player's account remains inaccessible? Is it possible to process those three withdrawals without the player's request?

Thank you very much for your cooperation.

Kind regards,

Tomas

Dear Tomas,

Thanks for your questions.

The player's account is open and accessible. The player should be able to log in.

If the player gets an error while accessing TornadoBet, our Customer Service can assist with that once they get a screenshot of error. There are generally no issues with accessing TornadoBet now.

The player should request the withdrawals by herself. We are not able and it's not possible to process it without the customer's request, since it's only the player to have access to personal account.

Kind Regards,

TornadoBet Casino Team

That's all right, I want to sue the license court.

I have tried to access in different ways as they have told me from the casino chat, and they will not let me enter, my husband has also entered and cannot access. As you can see in the screenshots, it is not my problem, it is a problem that they do not have a license in Spain and that the links provided do not work, THEY DON'T WANT TO PAY ME, since I already requested the 3 withdrawals from the beginning and I don't have to go back going in to order them, it's as simple as making them back to my bank account. That is why I want to process the complaint and have the licensing court withdraw all licenses from this casino and all associated with the same address.

I have in the captures all the information and the proofs that I requested everything well from minute 1, in the first captures it looks like I requested 3 captures and not 1.

I have been given different links I have entered from incognito chrome and none have access.

ya esta bien, quiero denunciar al tribunal de licencias.

he intentado acceder de diferentes formas como me han dicho desde el chat del casino, y no me dejan entrar, ha entrado mi marido tambien y no puede acceder. Como se puede ver en las capturas no es mi problema, es problema de que no tienen licencia en españa y de que los enlaces proporcionados no funcionan, NO QUIEREN pagarme, ya que yo ya solicite las 3 retiradas desde el principio y no tengo porque volver a entrar a pedirlas, es tan sencillo como hacerlas de nuevo a mi cuenta bancaria. Por eso mismo quiero tramitar la denuncia y que el tribunal de licencias les retire todas las licencias a este casino y a todos asociados a la misma dirección.

tengo en las capturas toda la información y las pruebas de que yo solicite todo bien desde el minuto 1, en las primeras capturas se ve como solite 3 capturas y no 1.

me han dado diferentes enlaces he entrado desde chrome de incognito y ninguno tiene acceso.

Dear Miri4444,

I just spoke with the casino representative a few minutes ago and he has assured me that your money is on its way to you. I fully understand your frustration and I also know that your withdrawal takes much longer than expected, but please, give it one more week.

We'd appreciate if you would provide us with an update on your payment status once your withdrawal is successful.

Thank you for your patience and understanding.

Kind regards,

Tomas

I have requested the proof of the 3 transfers to follow up and at the moment they have not provided it to me.

Les he solicitado el justificante de las 3 transferencias para hacer el seguimiento y de momento no me lo han facilitado.

Hello Miri4444,

I hope you are doing well. Please, could you update us on your current situation? Have you already received the payments?

Thank you.

Best wishes,

Tomas

I have finally received my full money, all 3 transfers. Thanks for the help.

Por fin he recibido mi dinero completo, las 3 transferencias. Gracias por la ayuda.

Dear Miri4444,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas