The player from Chile experienced difficulties with withdrawals due to verification issues with his credit card payment method. He provided his ID and bank statements but was unable to submit a statement showing his Tenpo account number, as it was not available in the documents generated by Tenpo. Tonybet continued to reject the verification, creating distress for the player. The issue was resolved after the player obtained additional documents from Tenpo and Payku confirming the transaction, which were approved by the casino. The withdrawal request was then accepted, and the complaint was marked as resolved following confirmation of the payment processing.
TonyBet Casino - Player is facing delayed withdrawals due to verification issues.
Resolved
Our verdict
Case closed
Amount: $1,699,120 CLP
TonyBet Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
Hello, good evening. I have a problem with this casino. Last year I opened an account here. I made deposits and everything was fine; I won, I lost, and I had no problems withdrawing money. I stopped playing for a while to take a break, and this year I returned to the site. I made a couple more withdrawals and had to verify my account. I sent my ID and proved my address. I used two payment methods: a bank transfer and, on one occasion, a credit card deposit from my Tenpo account via Webpay. They asked me to verify both methods with bank statements. The bank deposit method is fine, but they're giving me trouble because the credit card statement doesn't show my Tenpo account number. This Tenpo statement only shows the card number I used for the payment, but it doesn't reflect my account number. I called a Tenpo representative, and they told me that none of the documents they generate show the account number; the statements are only for credit cards. For this reason, Tonybet refuses to verify my account. I sent them my bank statement and payment receipt, but they still reject them and tell me I need to send a statement showing my account number (which they haven't provided). I also don't understand why they're asking for an account number if Webpay payments are made with credit/debit cards. Please help me resolve this issue, which has been causing me distress for several days.
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2 weeks 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.
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2 weeks ago
Dear Flavio_Vega,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.
Please understand that the KYC (Know Your Customer) process is a very important and essential procedure. It ensures that funds are released only to the rightful account holder. As casinos are unable to physically verify each player’s identity in person, document verification is the only way to complete this process securely and in compliance with regulations. All reputable and licensed casinos treat KYC with great care, and it may take several working days to complete a thorough review.
To better understand your situation, could you please clarify the following:
- Have you successfully verified your account with the casino in the past?
- Besides your ID and bank statement, have you submitted any additional documentation to verify your Tenpo account?
- Have you contacted Tonybet’s customer support to discuss the matter and explore any possible alternative solutions?
We hope to assist you in resolving this issue as quickly as possible and look forward to your reply.
Best regards,
Petra
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2 weeks ago
TranslationHi Petra, the account is not yet verified. My identity and address are verified. To verify my account, we only need to verify the two deposit methods I used for payments (one is a bank transfer, for which I have already sent the documentation and it was approved, and the other is a Webpay credit card payment, which is the one I'm having problems with).
In addition to the Tenpo bank statement, I sent the transaction slip that the bank sends at the time of the transaction, including the transaction number. I even went further and sent a photo of my physical credit card, covering some numbers but showing only the first and last four digits. Even so, they tell me I need to send the statement showing my account number. I contacted Tenpo and spoke directly with a Tenpo agent, who told me they don't issue any documents with the account number, that statements only show your credit card transactions, and obviously, since I paid through Webpay (which is only used for credit/debit card payments), I don't understand why they're asking for something "impossible" like the account number, which is irrelevant because what's important is the credit card number, my name, and the transaction details.
I contacted customer service several times and explained the issue, but they tell me that the department responsible for verifying documentation requires a statement with my name, account number, and the transaction details, and they offer no solution. It seems they don't understand that I can't provide them with a document containing information that Tenpo doesn't include on the statement. Please help me find a solution.
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2 weeks ago
Thank you for your reply and for providing the previous details, Flavio_Vega.
Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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2 weeks ago
TranslationI've attached screenshots of my email communication with the casino's support team. I explained several times that they're asking for an impossible document and aren't looking for a solution. It's my Tenpo account, it's my credit card, my information and the transaction are on the statement, but they want an account number that wasn't used in any transaction and that Tenpo doesn't issue on any document, neither to me nor to any of its customers. Please help me mediate with the casino and find a solution.
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2 weeks ago
TranslationI received this email today, which says the same thing. They don't seem to understand that Tenpo doesn't issue any documents with account numbers. I've explained this to them dozens of times, and they keep asking for the same thing; the Tenpo bank statement doesn't show an account number.
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1 week ago
Dear Flavio_Vega
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
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1 week ago
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the TonyBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear TonyBet Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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1 week ago
TranslationHi Romi, good afternoon. After repeatedly submitting so much paperwork to Tenpo, they finally provided me with some documents showing my account number and proving the transaction with my Tenpo card. I also submitted a document I requested from Payku (the payment gateway through Webpay) that confirms the transaction. These documents were reviewed and approved (as shown in the document upload section). According to an email Tonybet sent me, I could proceed with the withdrawal once the documents were approved. I've already requested a withdrawal; it's just awaiting approval and the transfer of funds to my account. If everything goes smoothly, I'll mark the situation as resolved. I just need to wait for the payment to be processed and consider the matter closed, but I won't mark it as resolved until I receive the payment. I'll keep you updated on the resolution of the problem or if it persists.
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1 week ago
TranslationHi Romi, as I mentioned in the previous message, Tonybet support sent me an email saying that the documents I submitted would be reviewed and that once approved, I could make the withdrawal. The documents were approved, and I made the corresponding withdrawal, and what happened? They rejected the withdrawal, and the reason was that they're asking for the same documents I had already sent and that were approved. I've sent everything they've asked for, and they finally approved the documents, and now they're saying that
Are you asking me to send you the same thing? It seems like you're wasting my time and making me jump through hoops to withdraw my winnings. Please, I hope you can help me; I've been dealing with this ordeal for over two weeks now.
I sent screenshots of the email they sent me, the approved documents, and what they tell me through the customer service chat.
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1 week ago
TranslationGood afternoon. Yesterday I received an email from Tonybet support stating there had been a mix-up and that I was authorized to make withdrawals since the documents had been properly approved by the relevant department. I requested a full withdrawal of my balance, and it has already been processed and is in my bank account. I was able to provide the required documentation from Tenpo. Thank you to the Casino Guru team for taking the time to analyze each of my messages with professionalism and excellent communication. Therefore, I will mark the issue as resolved. Thank you all.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Flavio_Vega,
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,
Romi
