The player from Ontario had requested a withdrawal two weeks prior and had been providing numerous documents for verification, but the casino continued to ask for more. This ongoing situation lasted about a month, and he was frustrated with the delay in accessing his funds. The Complaints Team had extended the inquiry period by seven days; however, due to the player's lack of response to messages and reminders, the complaint was closed. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Tooniebet Casino Ontario - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: C$500
Tooniebet Casino Ontario
Safety Index:Very highCase summary
Discussion
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1 month ago
I sent them numerous documents for verification and they keep asking for more. This has been on going for about a month now. I just want to withdraw my money out.
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1 month ago
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.
Dear JL86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please provide the exact date of your initial verification request?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Katarina
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1 month ago
Dear JL86,
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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1 month 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,
Katarina
Casino.Guru
