TonyBet Casino Ontario - Player's withdrawal is delayed due to multiple accounts accusation.

the casino accused me of having multiple accounts from my ip address. i have absolute no idea of these accounts. i have not used any bonus from tonybet and deposited 1700$ in the interval of 200, 500 and 1000$.

lost the first 200 and 500 and then deposited 1000.

with a bet won 2000$ and requested withdrawal. it went in for processing but then i received an email saying you have duplicate accounts. i told the cx care agent that i am not aware of any account. its been more than 14 hours since i have requested my withdrawal and they are only saying we are investigating. can you please help.

Dear deepahluwalia, 

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.

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 advise if you have passed the KYC verification?

Have you used any VPN or IP-masking software to access the casino website?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hi

i have asked my girlfriend and she created an account and used my bank account to play online.

i have told this to casino as well as requested them to cancel the account which was opened by my girlfriend. Now its more than 27 hours since i have requested the withdrawal but everytime i ask the agents they tell

me to wait.

i have not used any masked IP software and i also have not used any bonus money or spins.

the casino have not asked for any kyc documents but i have them ready with me.

i also have chat receipts from the customer care agent in which they mentioned this duplicate account verification will not affect my withdrawal but today the said the funds are on hold.

i have all the proofs with me.

thanks

I have checked the Terms and Conditions of TonyBet Casino, and this is what I found:

2.1.2. The customer is allowed to have only one Account. If You register or attempt to register more than one Account, all accounts You try to open may be blocked or closed. If a customer has used more than one account to avoid the T&Cs, to take bonus privilege and/or exceed applicable limits, we reserve the right to cancel all bets or any bets exceeding these limits (keeping the amount of any stakes) and void any applicable winnings, and/or to reduce the customer’s betting limits.

2.3.4. The Customer may only make deposits to their own Account and only with a card issued or from a bank account or e-wallet account held in their own name. It is unlawful to deposit money to Your Account using third-party payment methods or funds obtained through illicit sources. The Operator reserves the right to use additional procedures and means to verify Your identity when effecting deposits into Your Account. All transactions will be checked to prevent money laundering and terrorist financing.

2.3.6. If the deposit is not made from an account held in Your own name, we will return such deposit to the sender’s account, whereby we reserve the right to apply money transfer fees. We may require You to provide details of any payment method used to verify the account holder.

I am sorry but if you and your girlfriend both used the same payment method to deposit and play in two accounts in the same casino, you broke the Terms and Conditions and we are unable to assist you. 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.

Best regards

Veronika