Tooniebet Casino Ontario - Player’s account is suspended and withdrawal delayed.

I have played a significant amount with Tooniebet.ca, became a vip member. When I requested to withdraw 375$ they verified my account which has taken over 28 days thus far. They suspended my account including the 205 real balance and money trying to be withdrawn. I used my wife's PayPal account which i have managing access to and is linked to our joint bank account which i am primary owner. They asked for all my information and all my wife's and after submitting over 15 documents they are still suspending me and not explaining why the verification process is taking so long.. I've done it on other sites and 24 hrs later I was verified. I believe they had an issue with my wife's name on the paypal but all of our financial accounts are joint and they have a form confirming such from my wife. They are asking for payslips, proof of wealth... I've given them literally everything and have been transparent and honest from the beginning.. I'm debating seeking legal advise as this has caused tension in my marriage and they have kept thousands and are delaying when required to return a few hundred.

Please help

Stefan N.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if your wife also has an account at Tooniebet Casino?
• Does the PayPal account you mentioned belong solely to your wife, or do you also have access to it with your own credentials?
• Which payment methods have you used to top up your PayPal account and then transfer funds to the casino?
• Have you made all your deposits via PayPal only, or have you used other payment methods as well?
• What types of games did you play? Were they slots, live casino games, or sports bets?

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

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Hi Veronika,

First off thx you for taking the time to help out. This has been the most infuriating ordeal ever experienced and from a online casino which is supposed to offer divertissement and stress relief.

To answer your questions

No my wife has never had an account with Tooniebet.ca but they asked me to submit all of her information including multiple id's addresses and employment information.

The PayPal account that was used is linked to my TDa bank account but it's officially under her name..However, all the transactions that were used via PayPal are also clearly indicated on the bank statement I provided them from TD which is in both of our names but I'm the primary. It appears they have a real issue with joint accounts. My name and email are on the official PayPal ownership info but they did not accept that as truthful. More than 5 times they said it would be the final document requested, only to be turned down. This has included documents like payslips that required a fair bit of work on my wife's behalf just for my verification. ..

Also, small correction, the amount they are holding is $575 and not $375.

I have made many deposits via TD bank and CIBC, all Interac but they didn't accept those as verification worthy. The paypal account is always at 0 and was used simply as an intermediary to keep record of my online gambling.

They asked me to show evidence of wealth and I procéded to show a recent inheritance of well over 35k with the deposit info and again no verification.

I play both slots and live casino, nothing else and primarily slots.

I hope you can help. The last document i submitted was over 6 days ago with a confirmation it would only take a day but when i contact customer service they ask me to be patient. I feel I've been more than patient, especially since other site verified me within hours of submitting documentation. The use of paypal is really the only thing that is different.

I'm considering seeking legal counsel as i lost much more than I'm requesting withdrawn and if they have such an issue with me than perhaps they shouldn't have taken all my deposits without questions or concerns.

Help please

Please forward me all the communication between you and the casino customer support regarding the verification of your payment method at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear stefannichols613100,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.