Tooniebet Casino Ontario - Player’s account has been closed after winning.

After getting lucky and hitting a big win of ~10k, I was ecstatic I couldn’t believe it, but that dream never turned to reality. After, Toonie bet made it impossible for me to withdraw this money and it would take weeks for them to send me each 2500 withdrawal I made. After 2 weeks of constant complaints in support chat, they decided their best course of action was to freeze my account. It now said "withdraws are restricted by operator" I kept asking in support why they froze my account as I did all the verification steps they asked for and I’d always get the same generic answer: "our team is looking into it." 2 weeks later and their team made a decision - they deleted my account without any email as to why After talking to them in support chat and emailing them, they said "no account exists with the given email or under that name." I have emails to prove that an account existed with that email and now I have ~$6000 locked up in a deleted casino account. How is deleting winning accounts legal??

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tooniebet Casino Ontario.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding any accusations made against you or justification for account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear TeoAlg,

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,
Tomas
Casino.Guru