Toshi Bet Casino - Player’s account has been closed without explanation.

I played at Toshi.bet casino for large sums. But apparently, the casino doesn't like it when I win (my balance was $11,000). They wouldn't let me withdraw my money, and they ultimately blocked my account. Initially, I simply couldn't log in. I spent a long time chatting, answering all their questions about my account. They told me they would definitely sort this out, but they dragged it out for a long time, without resolving the issue. A month later, when I contacted them, they decided to inform me that they had blocked my account, without explaining the reason. When I contacted them again, they said there were no updates on my issue, to wait. And anyway, someone asks my nickname to verify my account, and someone doesn't ask, as if they don't care who's contacting them, they just keep giving me the same answer. Why is the casino acting so dishonestly??? They don't want to give me my winnings, even if they want my deposit back!

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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.

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino before your account was blocked?

Have you made any successful withdrawals from this casino before?

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,

Veronika

Hello. I placed sports bets, but they wouldn't let me withdraw anything. I didn't use any bonuses. I answered all their questions. They didn't ask for any documents. They simply closed my account without any explanation, and it's been over a month now.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.