Toshi Bet Casino - Player’s account is closed with funds confiscated.

I am submitting this complaint regarding the handling of my casino account, my withheld funds, and the lack of communication surrounding my case.

The casino falsely accused me of operating 12 accounts, despite the fact that I have only ever used one account. While I had a legitimate withdrawal pending, customer support confirmed that my withdrawal would be processed. However, after I questioned why the withdrawal had still not been completed after more than five days, my account was suddenly banned instead of my withdrawal being honored.

It has now been over two months since this issue began, and I have received no meaningful updates regarding the status of my funds or the investigation. I have also received no response for more than two weeks after requesting details about my escalation.

At this point, I am not seeking to continue using the platform. I simply want my remaining funds returned and my account permanently closed.

Additionally, I have attempted to contact customer support using different web browsers. Representatives initially respond to my inquiries, but as soon as I provide my username and ask for an update on my case, they stop responding and close the chat without providing any information or assistance.

The casino has failed to provide evidence supporting its allegation that I operated multiple accounts, has failed to provide timely updates regarding my withheld funds, and has repeatedly ignored or terminated my attempts to obtain information about my case. I am requesting that this matter be investigated, that my remaining funds be released without further delay, and that my account be closed once my withdrawal has been completed.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi

see my answers I’m bold below

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

No

Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

Sports

Had you completed verification before you lost access to the account?

I was not asked to complete verification, everything was working fine until I asked why one of my withdrawals was taking longer than normal to complete

Thank you for your reply, Wc0012026. I’m sorry to say I don’t have good news. If your winnings were confiscated after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.