Tooniebet Casino Ontario - Player’s withdrawal is delayed due to account verification issues.

I have been a member of Tooniebet since the start of September 2025. I made several deposits over the course of September without receiving any winnings. I played on October 10th 2025 made a few deposits until finally winning and proceeded to withdraw my funds. Before withdrawing I checked my verification Tab and it said no verification documents needed at this time. I withdrew $1200, my first withdrawal and logged out. I logged back in about at hour later to find my account restricted. I was still able to log in but not able to withdraw or deposit or play any games. I checked the message center and verification tab and it did not request anything, my account was just restricted. I contacted the customer service department via phone and email. About 12 hours later I received an email saying that the account needs to be verified. They did not request verification since September with multiple deposits, they only request after making your first withdrawal with is deceptive as they should verify you from the start. Either way they requested a photo ID, address verification and 30 day bank statement from the Sept 10, 2025-Oct 10,2025. I uploaded all the documents they requested through the app. They accepted my drivers licenses for ID, they accepted my most recent bank statement of September for address. I first uploaded screen shots of the E transfer deposits from October 10th and they rejected them and said that they requested a 30 day statment from sept 10 to oct 10. I went back and logged into my online banking and filter the transactions for only the dates they requested from sept 10 to oct 10th showing deposits to them. I took the screen shots and uploaded them clearly showing my account details and the timeframe they requested. After submitting they rejected it again saying that it has to be a pdf. This is a lie told to me by the customer service team as on the upload page on the website it says PDF or Images accepted. I responded to them and said with a screentshot of their own website that says that I can upload PDF or images for the transaction history. I also explained to them that the only possible way to submit a banking for the 30day timeframe they requested is by doing it exactly the way I did, by logging into your online banking filtering to the desire timeframe and taking screenshots. I explained to them that the only way to have a PDF is when it is released by your bank on a monthly bases and you cannot have an official 30 day PDF bank statement from a random date range which they are requesting, sept 10 to oct 10th.I also called my bank TD bank and they confirmed that they only way to get PDF statements is when it is automictically released at the end of the month to all customers. Which is why it was uploaded via images and furthermore the websites says that they accept images. They accepted the images but did not verify me and then asked me for further verification. They asked me to upload screenshots of all deposits made to the website. I uploaded all the screenshots of deposits made to the website. They responded and said that the documents are not in the required date range and to upload my 30 day banking statement again. I uploaded it again and explained to them again that I have already submitted it but again I reuploaded it for them. Also all my deposits ever made to the website has been E transfer meaning that it already has all my info at the time of transaction which is automatically verified. Since then I have not been verified or  been contacted. Please help they have my $1200 deposit stuck on pending due to verification plus i have 412 stuck in balance.

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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.

• Has your bank statement for the month of September in PDF format been approved and verified by the casino's relevant department?
• Would the casino accept two bank statements covering the full months of September and October for your verification instead of the specific timeframe for which it’s impossible to obtain a PDF statement?
• Have all the other identity documents you sent to the casino been approved and verified?

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

Hello Veronica,

Thank you for assisting me with this matter. Please see the answers for the questions you asked below.

1.) I gave the my September(most recent) banking statement for address verification. I believe it was accepted and verified. They did not use it for transaction verification(even though I also submitted it for transaction verification.)

2.) They said that the PDF has to be exactly the days they requested and should not have any other transactions. So no they would not accept transactions from a 60 day period. They said if you cannot provide the PDF you can send screenshots which I have, multiple times.

3.) I believe my ID (drivers license) and my bank statement for address verification was verified. The problem is they don’t tell you what has been verified or not. They just ask for further documentation. So after I sent in the 30 day transactions via screenshot, they didn’t say if it was accepted or not. They just proceeded to ask me for screenshots of all deposits made to the account. I sent them those screenshots. And then after they responded by saying you need to send in your 30 day transactions as it wasn’t within the requested time frame. It was the accurate time frame they requested confirmed to me by a CS rep on the phone. So you see my point they don’t let you know what has been fully verified and what’s still needed. They just keep you in a constant circle. They have mountains of my banking info showing deposits to my account. And what makes the whole situation worst is that all my deposits have been via E transfer, meaning that it already comes in fully verified with my name and details, so they’re really just trying to make it impossible for no reason. Please help.

Regards,

Stephon P.

Thank you very much, StephonP, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay no need. I have been verified and have received my funds. Overall summary I would say do not play on Tooniebet. It is a legitimate casino but the verification process is ridiculous. It is not that is worth signing up to the site, takes everything away from the winning experience. Why put yourself through that when it’s so much easier to get verified and get paid on so many other Ontario online casinos that are reputable. Hope this helps any readers who were smart enough to read reviews before participating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear StephonP,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina