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.

I sent these before but I sent them again today.

Dear Jonssoni30

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you Jonssoni30 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TonyBet Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for bringing this matter to our attention.

After reviewing the player’s case, we would like to provide clarification regarding the situation.

Our investigation confirmed that the player created two accounts on the platform, which constitutes a violation of our Terms and Conditions.

According to clause 2.7 of Tonybet’s Terms and Conditions, players are permitted to hold only one account. Any additional accounts are classified as duplicate accounts. If duplicate accounts are detected, Tonybet reserves the right to close the duplicate account and treat any winnings obtained through it as void.

In this particular case, the player initially registered an account using the email address "tomo.mattila93@gmail.com". However, this email address contained a typographical error. As a result, the player later experienced difficulties logging into the original account and resetting the password.

In this situation, the player proceeded to create a second account using the correct email address after experiencing difficulties accessing the original account.

In similar situations, our support team is usually able to assist players with regaining access to their original account, even if the email address was entered incorrectly during registration. This can typically be resolved through the standard verification process with the assistance of our customer support team.

The player subsequently made deposits and accumulated winnings on the second account. Since this account was identified as a duplicate account, the winnings generated on it were removed in accordance with our Terms and Conditions.

It is also important to note that the player had already made a successful deposit on the original account prior to creating the duplicate account, confirming that the initial account was active.

Following our standard procedure in such cases, the winnings obtained via the duplicate account were voided, while the player’s deposit was returned.

If any further information is required from our side, please let us know and we will be happy to assist.

Kind regards,

Tonybet Team

Hello Jonssoni30,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the clarification TonyBet Casino representative.

Dear Jonssoni30, as the casino already stated, you have created multiple accounts and used them both to deposit and play. While I understand your frustration, this is a clear violation of the terms and conditions, and we won't be able to assist further. It is important that if you ever make an error during the creation of your casino account, you need to contact the casino support to fix this and never open another account to prevent situations like these in the future. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter