The player from British Columbia faced account suspension after a withdrawal, with only one KYC document pending verification. Despite multiple inquiries to Tonybet over the past week, he received only generic responses and no updates on his withdrawals. The Complaints Team was unable to proceed with further investigation due to the player's lack of response to their messages. Consequently, the complaint was closed.
TonyBet Casino - Player’s account is suspended and withdrawals are delayed.
Closed
Our verdict
Player stopped responding
Amount: C$6,021
TonyBet Casino
Safety Index:HighCase summary
Discussion
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5 months 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.
- Do I understand correctly that you currently don't have access to your casino account?
- Also, do I understand correctly that you had C$6,021 (dispute value) in your casino account?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
Thank you for your reply. Could you please post a screenshot of your withdrawal history here in this thread?
When was the last time you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
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5 months ago
Dear bdjcc88,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
