Tooniebet Casino Ontario - Player’s withdrawal has been delayed for eight months.

I am filing this complaint against ToonieBet for a persistent and bad-faith "verification loop" regarding a $1,000 withdrawal requested on August 29, 2025. This dispute has remained unresolved for eight months.

1. Prior Approval: On August 29, 2025, ToonieBet issued a written confirmation stating my withdrawal was processed and the funds were "on their way" (see attached). The operator later rescinded this approval without cause.

2. Source of Funds: The $1,000 balance was won using a $75 Interac E-Transfer deposited directly from my personal bank account. This transaction is fully verified and unrelated to any prior session.

3. Invasive Third-Party Demands: ToonieBet is withholding my funds unless I provide the Social Insurance Number (SIN), paystubs, and a 'selfie with ID' of a third party who is not an account holder. This individual has revoked all consent for their data to be shared with the operator.

Regulatory Violations:

I believe ToonieBet is in direct violation of the following Registrar’s Standards for Internet Gaming:

• Standard 4.02 & 8.3 (Timely Settlement): The operator has failed to settle a confirmed win within a reasonable timeframe (8 months).

• Standard 8.10 (Access to Funds): The operator is unfairly restricting access to my balance by creating "moving goalposts" for verification after the win was already cleared.

• Standard 1.21 (Privacy & Data): The demand for a non-player’s SIN and employment data is an invasive overreach that exceeds KYC requirements and violates Ontario privacy expectations.

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 does that, do not share any information.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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? 

Additionally, could you please confirm when was your last communication with the casino in relation to this issue?

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, 

Attila