Toshi Bet Casino - Player's withdrawal is delayed and funds are missing.

I am submitting a complaint regarding Toshi.bet.

On 23 March 2026, I requested a withdrawal of 1200 USDT. The operator later cancelled the withdrawal but never returned the money to my account balance. The funds are neither available in my account nor being processed for withdrawal.

I contacted customer support many times. They repeatedly claimed that the issue had been escalated to a senior department for investigation, but no one has actually resolved it. I also posted a review on Trustpilot, where the operator publicly replied that they would look into the matter. However, this led to no action whatsoever.

Almost six months have now passed since the withdrawal was cancelled, and my money is still missing. I am asking Casino Guru to help me recover the funds by either having them returned to my balance or ensuring that the withdrawal is processed.

I can provide screenshots of the cancelled withdrawal, my account balance, correspondence with customer support, and their response on Trustpilot.

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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.

• Have you made any successful withdrawals from this casino before or after 23 March?
• When was the last time you deposited funds and played any games at this casino?
• Could you please forward me the communication between you and the casino customer support regarding the missing funds? My email address is veronika.f@casino.guru.

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, I just wanted to point out that I made a mistake regarding the date of this withdrawal request. It was created on March 28.

In response to your question, I’d like to note that both before and after the problematic request, my withdrawal requests were processed successfully. However, no one was willing to look into the issue with the problematic request. Moreover, this withdrawal request was for the largest amount of any I've ever requested during my time playing at the casino. And somehow ony this one "dissapeared"

Unfortunately, I don’t have a record of my correspondence with customer support, since I communicated via chat on their website, and it seems that chat logs disappear after a certain amount of time. However, all they said was that they would forward the matter to a higher-level department to resolve the issue. In other words, in reality, there were only empty promises to look into it.

Thank you for your response.

• Could you please provide screenshots of the transaction history in your casino account showing all transactions from March 28 onward? Please make sure that the cancelled withdrawal of 1,200 USDT and all subsequent transactions are clearly visible.
• Also, please contact the casino by email and ask them to provide you with your gaming history in Excel format, covering the period from the moment you submitted your withdrawal request on March 28 up to today. Once you receive it, kindly forward the file to me at veronika.f@casino.guru. We need to review whether the 1,200 USDT from the cancelled withdrawal was returned to your casino balance and whether any of these funds were subsequently used for gameplay.

Thank you for your cooperation.

Hello, I'm sending screenshot of my deposits/withdrawals history to you.

My betting history was requested. I will update you as soon as I receive it from casino.

Hello, again.

Unfortunatelly, I didn't receive any reply from toshi.bet regarding my gaming history.

Dear idelsago7

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello idelsago7,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Toshi Bet Casino to join the conversation.

Dear Toshi Bet Casino,

I would appreciate your assistance in resolving the issue concerning the player’s cancelled withdrawal of 1,200 USDT.

Could you please review the matter and, where possible, either restore the funds to the player’s account so that a new withdrawal can be submitted or arrange for the original request to be reprocessed?

Kindly confirm the appropriate next step and provide an estimated timeframe for when the player may expect to receive the funds.

If there are any relevant details or circumstances regarding this matter that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear idelsago7,

I have tried to contact the casino repeatedly but have received no response. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider escalating your case to the Alternative Dispute Resolution (ADR) provider. All licensed operators under Anjouan Gaming (AOFA) Authority are required to engage one or more Alternative Dispute Resolution ("ADR") providers approved by the Authority.

You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru.

You might also find our How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru