Tonybet Casino ES - Player's withdrawal was cancelled without notification.

They cancelled a withdrawal of $302.08 without notifying me. At the time it was cancelled, I was active in a game and the funds were added when I got my next win. I continued to play using what I thought were "winnings". Upon checking my transaction status, I saw that my withdrawal was cancelled. I checked my emails to see if they notified me. They did not. When I asked online chat about it, they did not provide me with a reason for the failure or why they didn’t communicate with me. And was told basically "failures happen, and you won’t get your money back."

I asked many times why it failed and why I was not given any communication. Each time I was stonewalled and not given an answer. Below is the transcript- I have removed my personal details.

LiveAgent

Chat transcript

Hi S G B N Z, 

We are sending you the chat transcript you requested.

| name: Samuel

| email: *********@icloud.com

Patrick (22:04:48): Hello, welcome to TonyBet. How can I assist you?

S G B N Z (22:05:23): Hi. Why was my deposit cancelled?! Nobody notified me. I thought I won $300, and so I used it!!! I’m very unhappy!

S G B N Z (22:08:05): Hello?

Patrick (22:08:14): In order to proceed with your request, could you be so kind as to confirm the information:

• Email address

• Residential Address

• Date of Birth

• Last payment method

S G B N Z (22:08:27): *********@icloud.com

S G B N Z (22:08:37: ************

S G B N Z (22:08:42): ************

S G B N Z (22:08:44): Visa

S G B N Z (22:10:55): Hello?

Patrick (22:10:57): Thank you. Please allow me some time to check your request.

S G B N Z (22:11:26): Ok

Patrick (22:13:09): Thank you for writing to me. As I can see today's deposit is successfully processed and the amount of 100.00 NZD has been successfully credited to your Tonybet account.

S G B N Z (22:13:41): My withdrawal of $300 was cancelled by your system.

S G B N Z (22:14:26): My I thought I won $300. So I continued playing. But it was my withdrawal money!

S G B N Z (22:16:40): Hello?

Patrick (22:16:53): Thank you for your patience. I am looking into your request.

S G B N Z (22:17:11): Ok

Patrick (22:21:09): Thank you for waiting for me. As I can see your 302.08 NZD failed and whereupon your funds were credited back to your Tonybet account. Hope for your understanding.

S G B N Z (22:21:54): Why did it fail? Why was I not sent an email?

S G B N Z (22:23:39): Because your system failed, I have lost my withdrawal money. Because of a TONYBET failure. As this is TONYBET’s fault I expect a refund and a withdrawal of $302.08.

Patrick (22:25:45): Thank you. Please allow me some time to check it.

Patrick (22:29:10): I understand your frustration. However, upon our terms and conditions, you are responsible for all activities and transactions of balance on your account, and in this case, we cannot offer you a refund on the mentioned funds amount. For more information about our terms and conditions you can find via link: https://tonybet.com/nz/information/terms-and-conditions

S G B N Z (22:30:04): Yes I am responsible for all activity on my account. YOU are responsible to process withdrawals and communication if a withdrawal fails.

S G B N Z (22:32:00): Let me put it simply- I am not going to argue. I expect the $302.08 to be withdrawn into my account as I requested. If this is not done, I will be leaving reviews including screenshots of this conversation on review websites. I will also contact betguru and begin legal proceedings to have the $301.08 withdrawn to my account.

S G B N Z (22:32:41): So talk to your manager, explain that this failure was a cause of loss to the customer and that you need to refund it.

Patrick (22:37:55): I understand your frustration. Kindly note that your withdrawals failed and the reasons for the failure can be different and not related to inaccuracies on our side the mentioned funds were credited back to your Tonybet account which is already spent. I hope for your understanding.

S G B N Z (22:38:32): So why wasn’t I notified?

S G B N Z (22:39:05): I know the fund were put back into my account- it was done during a full screen game and so it was used as I thought it was winnings.

S G B N Z (22:39:22): I want a reason for the failure and a reason for not communicating with me.

Patrick (22:43:42): Kindly note that your funds were placed back at your disposal and information about your withdrawals and deposit can be found in your "transaction history" or via the link: https://tonybet.com/ca/cabinet/transaction-history

Patrick (22:47:40): Can I assist you with any other questions?

S G B N Z (22:48:36): Answer my question. Why was my withdrawal a failure?

Patrick (22:50:06): Please note that as you are not replying, I will now have to close this chat session. Thank you for contacting and do not hesitate to contact us back if you need any further assistance.

Dear Sgbnz2007,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you lost the winnings you initially wanted to wihdraw? Could you please advise if you currently have any remaining balance in your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi,

yes that is correct. The $301.08 withdrawal was return to me in credit while I was in a game. I thought this was a win I didn’t see. So after knowing I had already made a withdrawal request of $301.08, I decided to play on.

only after I had finished gaming (ran out of credit) did I find out that the "winnings" were actually from a failed withdrawal.

I have like $1 credit remaining.

Thank you for your reply, Sgbnz2007. Although I understand your frustration and how unfortunte this situation is, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if the withdrawal wasn't canceled, but unfortunately, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.