Tonplay Casino - Player’s account has been closed by TonPlay.

TonPlay blocked my account and is withholding approximately €20,000 (around 23,370 USDT).

The issue started with a security verification. TonPlay initially indicated that verification normally takes 24–72 hours, and later stated that the verification period could take up to 14 days.

I fully cooperated with the verification and provided all deposit documentation they requested, including proof of my deposits.

The 14-day period passed without a final decision. I contacted TonPlay several times and asked for an estimated timeframe, but they did not provide one.

After this, TonPlay suddenly blocked my account under paragraph 5.4 of their Platform Rules, which states that only one game account per player is allowed.

TonPlay has not provided me with any specific evidence supporting this decision. They have not explained which accounts they believe are connected, what information was used to link them, or how they determined that they belong to the same player.

They also have not clearly explained what will happen to my remaining balance and winnings of approximately €20,000.

Another important point is that the verification initially referred to paragraph 4.21, concerning verification of bets and possible fraudulent activity or exploitation of vulnerabilities. The final decision, however, was based on paragraph 5.4, without explaining what was discovered during the verification.

I have complete correspondence with TonPlay, including their verification requests, my submitted documents, their messages regarding the 14-day verification period, and the final account-blocking decision.

I would like Casino Guru to review the case and, if possible, help determine whether TonPlay's decision and handling of my remaining funds are fair and justified.

I am willing to provide all correspondence, screenshots and supporting documents required.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Are you aware of having created multiple accounts at Tonplay Casino?

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,

Attila