Tooniebet Casino Ontario - Player believes that their withdrawal has been delayed.

I am filing a formal complaint regarding a withdrawal issue with ToonieBet. I have a balance of $1,173, which I am requesting to withdraw. My recent deposits that funded this balance were made exclusively via Interac e-Transfer.

Despite this, ToonieBet support is requesting transaction history from a MuchBetter account that I have not used in over five months. I no longer have access to this MuchBetter account due to a phone number change with Rogers Communications and therefore cannot provide the requested documents.. I have also confirmed that, per MuchBetter’s policy, once a phone number is changed, the account cannot be accessed, which is outside of my control.

I have since confirmed the closure of my old account with MuchBetter, they sent me an email saying they closed my account and released my funds to a new MuchBetter account under my new number (i did not ask them to do this, they just did it)

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Dear Dontusetooniebet,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Dontusetooniebet,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Dontusetooniebet,

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.

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,
Karla
Casino.Guru