TonyBet Casino - Player’s self-exclusion policy was violated.

On October 25th, I informed TonyBet via live chat that I was experiencing a severe gambling problem and requested to self-exclude. My account was subsequently blocked, in line with TonyBet’s self-exclusion policy, which states a minimum exclusion period of six months.

However, approximately four weeks later, I was unexpectedly able to log back into my account and deposit more than $4,000 over a two-day period. This should not have been possible given my active self-exclusion.

I requested that TonyBet provide me with the full chat transcript from October 24th, as it clearly documents my self-exclusion request. Despite multiple attempts, the casino has delayed providing this information, despite knowing it contains evidence of my self-exclusion.

I am requesting Casino Guru’s assistance in obtaining the chat transcript directly from the casino and in recovering the deposits made after my self-exclusion date, as these transactions should never have been allowed.

Gambling addiction is a very real and serious condition, and I suffer deeply from it. For this reason, responsible gambling protections such as self-exclusion are critical, and the failure to enforce them has caused me significant harm.

I am requesting Casino Guru step in and help me obtain the chat transcript and be refunded my deposits after my self exclusion date.

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Dear Samsclub28,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gaming section, and I found this:

Self-exclusion allows players to take a longer break from gambling that can be applied for not less than 6 months to 3 years. Your account will remain closed for the requested time frame without the possibility to log into your account or place bets once the exclusion has been confirmed by us. Your self-exclusion cannot be removed before the selected time period you have chosen. Self-excluded players will no longer receive our newsletters, marketing, or promotional offers from the moment of the confirmed self-exclusion. To request a self-exclusion, please contact our Customer Support via our 24-hour Live Chat or Email.

Have you received a confirmation of your self-exclusion via email from the casino? If so, could you please forward the email to attila.g@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Attila G.

Hello to confirm the request was sent via live chat and I was not provided a copy of the conversation as requested, and I no longer have access to my account to login.

thank you

Dear Samsclub28, thank you for your response. Could you please send us a bank statement covering the period of your deposits?

Thank you in advance for your reply.

21 of the transactions were through premium pay which is e-transfer from my account, would like you the 21 transactions numbers/e-transfer receipts? They look like this:

Dear Samsclub28,

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, Igor (igor.p@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,

Attila G.

Dear Samsclub28,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the TonyBet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a TonyBet Casino representative to join this conversation and participate in resolving this complaint.

Dear TonyBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Samsclub28,

I have tried to contact the casino repeatedly, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Kahnawake Gaming Authority and submit a complaint with them. To do this, please go to the https://gamingcommission.ca/interactive-gaming/complaints/ and submit the complaint via online form, or alternatively send them an e-mail directly at complaints@gamingcommission.ca.

I am really sorry I could not be of more help on this occasion.

Best regards,

Igor

Dear Samsclub28,

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.