TonyBet Casino - Player cannot access his account.

Hello, I made a deposit to my Visa debit account, which was accepted and processed. I received a 100% casino bonus, which I completed without violating any rules. I won 1,000,000 Chilean pesos, which I withdrew to my account via bank transfer, but it was rejected. I then received an email instructing me to withdraw the funds using the same method I used for the deposit. I contacted customer service, and they told me my withdrawal was successful and in process. About an hour later, when I logged into my account, my withdrawal was rejected. The account was closed, and now I can't access it. I emailed Casino Tonybet, but they haven't responded. It's very strange that I can't access my account. I believe this casino doesn't pay out winnings (my account is fully verified with KYC).

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to a screenshot of the bonus you activated and played with?
• What types of games did you play to accumulate your winnings?
• Have you tried clearing your cookies and cache, deleting your browser history, or using a different internet browser or device to access the casino website?
• When was the last time the casino communicated with you regarding your issue?

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

Best regards

Veronika

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

Dear RULYTON,

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,

Veronika