TonyBet Casino - Player's account is blocked due to multiple accounts.

I tried to log in to the casino and it asked for a username and password, I tried to reset the password but I didn't receive a reset email which made me think I didn't have an account at all so I made a new account and the account and deposit were accepted without a problem, the account verification was also ok, however when I tried to withdraw the winnings the account was blocked and the winnings were denied because of two accounts, I understand the casino's point of view but I also think the casino is responsible for this because the account was able to be created even though there is another account with the same email and the fact that I couldn't reset the password of the original account so that I could play with it. I also sent my dissenting opinion to the casino but it was ignored and only responded with a rule violation clause.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you are experiencing. To better understand your situation, I would like to ask you a few clarifying questions.

• Were you able to register a new account at this casino using the same email address as before, or do you no longer recall which email address was used for your original account?
• Has the casino specified the details of both accounts allegedly belonging to you (such as name, email address, phone number, or date of birth)?
• Was your original account successfully verified?
• Do you remember when you first created an account at this casino, and when you last accessed the original account?

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

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I only have one email address and I'm sure I've used it on both accounts, the latter account, which I won with, is confirmed with a driver's license and an invoice that shows the address, I don't remember if I did it on the previous account. Both accounts are new and that's why I was surprised when I first tried to reset the password but I didn't receive an email with which I could set a new password, so I thought the account didn't exist and made a new one.

Hello Jonssoni30,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please forward me all communication between you and the casino customer support regarding the accusations of multiple accounts at veronika.f@casino.guru. This includes emails, chat transcripts, screenshots, or any other relevant correspondence.

Additionally, do you remember when you first created an account at this casino? If possible, please provide the approximate dates and times of the creation of both accounts, as well as any details that could help us establish a clear timeline.

Dear Jonssoni30,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I replied to your email and attached the screenshots I had.

Thank you for your emails. Could you please clarify if there was any difference in the registration emails you used at this casino? Did you use the exact same email address, including the dot between your name and surname in both cases?

I would think so because I didn't intentionally create another account but because I imagined I didn't have one. There could be a typo but I don't think so. No one from the casino has said who the other user is.

Hello Jonssoni30,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could you please clarify your statement regarding the possibility that you may have created two accounts and implemented a ban on one of them?

Do you have any emails from the casino confirming the closure of either of your accounts? These documents are important for us to accurately assess your situation.

Please forward me the original uncropped emails from December 18 with the subject "Vahvista rekisteröitymisesi" and the email from December 25 with the same subject "Vahvista rekisteröitymisesi". My email address is veronika.f@casino.guru. Thank you for your cooperation.

Dear Jonssoni30,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.