TongoBet Casino - Player's withdrawal is delayed due to method change.

This may be futile, but for the sake of going on the record I would like to file a complaint. I posted a review stating that I was able to deposit at this casino via Interac and now am unable to withdraw my winnings via Interac because it no longer is available as a deposit or withdrawal method. I've been offered a withdrawal via crypto, currently the currency they show available, but I don't use it nor have any plans to use that form of currency.

Although the casino has replied to me via email and to my review acknowledging that I am verified and that they have technical issues preventing them from completing my withdrawal via Interac, it's been over two weeks and no solution has been offered. My next step is to file a complaint via their licensing authority, but I'm doing my due dilligence by filing this complaint first with a third party.

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Hello,

Thank you very much for submitting your complaint.

I’m sorry to hear about your withdrawal issue. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Have you made any successful payouts from the casino in the past?

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,

Tomas

Hi Tomas, thank you for your reply.

In answer to your questions, this is my first attempt at a withdrawal.

I've been offered to make my withdrawal via cryptocurrency, which I don't use and never have, nor have any interest in doing so.

Although I understand sometimes payment providers are not always available consistently, it's my understanding that casino operators have an obligation to find a reasonable alternative, especially given Interac was available for both deposits and withdrawals when I made my intial deposit. In past experiences with other sites when similar issues arose, it was quickly remedied with the operator making an Interanational banking transfer directly to my bank account once my banking information was provided for the transaction. I suggested this early on and this alternative was ignored.

Also, intially when I first noticed Interac was no longer available and I sent an email asking for an explanation, I was told that the payment provider was undergoing maintenance and that had an impact on them resolving the issue. I followed up directly with the payment provider and recieved an email from Interac (Gigadat) stating that there was no maintenance happening that would prevent Tongobet from creating a withdrawal for me. I forwarded a screenshot of that email to Tongobet.

Thanks for your time.

Thanks for your reply.

I went over the communication you provided.

Could you please share screenshots or chat transcripts where you discussed the option to withdraw via crypto with the support of the casino?

Send it to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hi Tomas. I received an email this morning that Interac, Visa, and Mastercard have successfully been reinstated as payment options and I was able to successfully make my withdrawal. I'll be marking my complaint as resolved and updating my review accordingly. Thanks again.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear tamalamaland123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas