Tonplay Casino

Case summary

The player from Russia formally complained about the blocking of his gaming account and the freezing of his funds totaling 615 USDT. He contended that he had only registered one account on the TonPlay platform, disputed the claims of rule violations, and demanded either the restoration of access to his account or the provision of verifiable evidence for the alleged violations. He said he had used only sports betting, passed document verification, and funded the account with his own crypto, with no household duplicate account involved. After review, we closed the complaint because we were unable to assess the casino’s investigation or determine whether the blocking had been justified.

Discussion

Public

Vomal1

Bronze

Russia

Public

1 week ago

Original

Translation

Hello.

I hereby submit an official complaint regarding the blocking of my gaming account and the freezing of my funds in the amount of 615 USDT .

My account was blocked with reference to paragraph 5.4 of the platform rules:

"Only one game account per Player may be registered on the Platform."

I categorically disagree with this statement.

I have only registered one account on the TonPlay platform and have never created, registered or used any other accounts.

I have been using my account for over two weeks, playing regularly on the platform, and during this entire period, I have not received any warnings or notifications from TonPlay about any alleged violation of the rules.

Moreover, after 615 USDT appeared on my game balance, my account was blocked and the funds were frozen.

If TonPlay claims that I have created or used another account, please provide specific evidence to support this claim, namely:

• ID or login of the proposed second account;

• date and time of its registration;

• specific data on the basis of which TonPlay associates this account with me;

• a detailed explanation of how it was determined that both accounts belong to the same person;

• information about what specific action on my part, in TonPlay’s opinion, is a violation of clause 5.4.

Referring solely to clause 5.4 without providing specific evidence does not allow me to confirm the fact of a violation on my part.

I officially declare that I did not create a second account and did not violate the said rule .

In this regard, I demand:

1. Restore access to my account and provide the ability to withdraw my 615 USDT.

Or, if TonPlay continues to assert the existence of a violation:

2. Provide specific and verifiable evidence of the violation, as well as a detailed justification for withholding my 615 USDT.

I request that you provide a substantive written response on the merits of this complaint, rather than a standard response with a repeated reference to paragraph 5.4.

In the event of a refusal to provide my funds without proper justification and evidence of violation, I reserve the right to refer this situation to the relevant regulatory authorities, licensing organization, dispute resolution services, and also to provide the evidence and correspondence available to me for further consideration.

After which they responded to me by email and are already referring to another violation of the rules - 6.6 squeak, I am attaching

Amount in dispute: 615 USDT.

Please consider my complaint and provide an official response within a reasonable time.

Sincerely.

Здравствуйте.

Настоящим направляю официальную жалобу в связи с блокировкой моего игрового аккаунта и заморозкой принадлежащих мне денежных средств в размере 615 USDT.

Мой аккаунт был заблокирован со ссылкой на пункт 5.4 правил платформы:

«На Платформе может быть зарегистрирован только 1 игровой аккаунт на одного Игрока».

Я категорически не согласен с данным утверждением.

Я зарегистрировал только один аккаунт на платформе TonPlay и никогда не создавал, не регистрировал и не использовал какие-либо другие аккаунты.

Я пользовался своим аккаунтом более двух недель, регулярно играл на платформе, и за весь этот период со стороны TonPlay не поступало никаких предупреждений или уведомлений о предполагаемом нарушении правил.

При этом после того, как на моём игровом балансе оказалось 615 USDT, мой аккаунт был заблокирован, а средства были заморожены.

Если TonPlay утверждает, что мной был создан или использован другой аккаунт, прошу предоставить конкретные доказательства данного утверждения, а именно:

• идентификатор или логин предполагаемого второго аккаунта;

• дату и время его регистрации;

• конкретные данные, на основании которых TonPlay связывает данный аккаунт со мной;

• подробное объяснение, каким образом было установлено, что оба аккаунта принадлежат одному человеку;

• информацию о том, какое именно действие с моей стороны, по мнению TonPlay, является нарушением пункта 5.4.

Ссылка исключительно на пункт 5.4 без предоставления конкретных доказательств не позволяет подтвердить факт нарушения с моей стороны.

Я официально заявляю, что не создавал второго аккаунта и не нарушал указанное правило.

В связи с этим требую:

1. Восстановить доступ к моему аккаунту и предоставить возможность вывести принадлежащие мне 615 USDT.

Либо, если TonPlay продолжает утверждать наличие нарушения:

2. Предоставить конкретные и проверяемые доказательства нарушения, а также подробное обоснование удержания моих 615 USDT.

Прошу предоставить содержательный письменный ответ по существу данной жалобы, а не стандартный ответ с повторной ссылкой на пункт 5.4.

В случае отказа в предоставлении моих средств без надлежащего обоснования и доказательств нарушения я оставляю за собой право передать данную ситуацию в соответствующие регулирующие органы, лицензирующую организацию, службы разрешения споров, а также предоставить имеющиеся у меня доказательства и переписку для дальнейшего рассмотрения.

После чего они ответили мне на почту и уже ссыалются на другое нарушение правил - 6.6 скрип прикладываю

Сумма, находящаяся в споре: 615 USDT.

Прошу рассмотреть мою жалобу и предоставить официальный ответ в разумный срок.

С уважением.

Automatic translation:

Public

Attila

Complaint Specialist

Public

1 week ago

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.

Public

Attila

Complaint Specialist

Public

1 week ago

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.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
Did you pass the verification before you lost access to the account?
Did you accumulate your winnings with or without an active bonus?
Is there any chance that someone from your household or using the same IP also created an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Public

Vomal1

Bronze

Russia

Public

1 week ago

Original

Translation

Only sports betting, I tried to spin the bonus free spins, but I didn’t win anything.
Yes, I first passed a document check, they unfroze my account, and I continued placing bets.
I don't understand what this active bonus is. I topped up my balance with my own money (crypto) and played. They have a bonus promotion of +7% for topping up cryptocurrency on the TON network, and that's how I topped up.
None of my family members could register another account from my IP address, this is 100% excluded.

Automatic translation:

Public

Attila

Complaint Specialist

Public

4 days ago

Thank you for your reply, Vomal1. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.

Tonplay Casino - Player's account is blocked with frozen funds.

Other

Amount: 53,500 руб

Case summary