TonyBet Casino - Pelaajan tili on suljettu ja saldo takavarikoitu.

Hello,

My Tonybet account was verified, but one day my bank decided to close my account and I couldn't withdraw my winnings to the same card I used to make the deposit.

I tried to withdraw my money over another payment method for about a month and finally, after providing all the required documents, they processed a withdrawal of €2,336, leaving €2,300 in my account. I split the amount in half due to the daily limit of €3,000. The next day, I submitted a request to withdraw €2,300, which was rejected, and they asked for additional documents. I sent them a selfie and three different documents confirming my address, even though it had already been verified.

Today, they sent me an email informing me that my account had been closed and the balance confiscated.

They have a license issued by the Estonian government, but this is my first attempt at dispute resolution. This is pure theft for unclear reasons. My account had been verified beforehand, and they even processed half of my balance, but for some reason decided to steal the rest.

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.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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 negative experience with TonyBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you, or the reasons provided for account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

since 02.10.2025

How did you learn about your account being blocked?

They sent me an email.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

casino games, betting sports,

Did you achieve your current balance with the help of a bonus?

No only my own money.

Could you please share with me your communication with the casino regarding the accusations made against you, or the reasons provided for account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I forwarded all mails to you.

Thanks for your patience.

Are there any circumstances that would suggest the personal information entered in your payer's profile and the personal information on your documents are not identical?

Please let me know.

Hello,

I don't quite understand what exactly you mean. Could you please explain?

Because all the details in my Tonybet profile, documents and payment methods were consistent. 

Dear tnyfrd, that answers my question.

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, Kubo (jakub.m@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,

Tomas

Dear tnyfrd,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from TonyBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear TonyBet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of his balance? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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 tnyfrd,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Estonian Tax and Customs Board (EMTA) and submitting a complaint by emailing them at hasart@emta.ee. As the licensing authority, the regulator has additional tools and options to assist players.

You can find more information on how to properly submit a complaint to the regulator in the relevant article. Please let me know if you need assistance with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

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

Best regards,

Kubo

Hello everyone, my name is Michal, and I will be taking over this case.

We’ve reopened this complaint at the request of TonyBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. This is the message we've received from the casino:

Hello tnyfrd and CasinoGuru Team,

Thank you for your feedback and for taking the time to share your concerns regarding the closure of your account and the adjustment of your winnings.

Following a full internal review, the account in question was closed in line with our Terms and Conditions after issues were identified during the account verification process. In situations where the information or documentation provided cannot be successfully verified or does not meet regulatory requirements, we are required to suspend or close the account and void related transactions in accordance with Clause 2.2 of our Terms and Conditions.

For clarity, Clause 2.2 states:

"Where the information stipulated in Clause 2.1 is not provided and/or is not deemed to be complete, accurate, up-to-date at any point in time or shows signs of modification, does not correspond to the information obtained from a valid identity document and/or other independent sources, TonyBet reserves the right to suspend the User Account registration, terminate the present contract and null and void all transactions and/or forfeit any balance or winnings if such modification or provision of incorrect or incomplete information was done by the User. Where the account is suspended, the User should contact customer support at info@tonybet.com. However, TonyBet reserves the right to refuse any application for account registration or re-opening at its sole discretion."

For full transparency, our complete Terms and Conditions can be found here:

https://tonybet.com/en/information/terms-and-conditions

Should the player require any additional clarification, they are welcome to contact our support team directly, who will be happy to assist further.

Kind regards,

TonyBet Team

Dear TonyBet Casino,

I would greatly appreciate it if you could provide me with any evidence that supports your claim. Please send all relevant information to me at michal.v@casino.guru

Dear TonyBet Casino,

Thank you for the evidence and explanation you have provided.

Dear tnyfrd,

Regrettably, I must inform you that I will be unable to assist you further with this matter. The evidence I reviewed indicates that the document submitted to the casino during the KYC process was edited. It is important to submit unaltered, correctly formatted, and, most importantly, valid documents in order to complete the KYC successfully and without any additional issues.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.