TonyBet Casino - Player’s account verification delayed.

Dear all, since the 4th of November I'm trying to get my account verified at the Tonybet casino, as well as id like to get my winnings of 1508 CAD$.

I contacted multiple times the chat operators of Tonybet casino, without success, they keep telling me to be patient. Funny part or not so funny is, that the operator told me the right department is aware of that case already? But they don't have time to check out my documents?

Looking forward to get this done with your help AskGamblers. Players should be aware of such casinos like Tonybet.

Just headache and not really professional in my experience so far.

Have a nice day.

Dear ericshoobidoo91,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at Tonybet Casino.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided and when exactly you sent the last one?
• Could you please specify which documents seem to be causing the issue?
• If there is any communication between you and the casino regarding the issue specifying any details regarding the case, please forward it to my email at tomas@casino.guru

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

Best regards,

Tomas

Dear ericshoobidoo91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have send almost an week ago an email to the provided address, please double check your emails once again.

Hey, the casino reached out to me, requesting even more documents. that's just hilarious.. After all the waiting and documents provided, requesting now Salary and another proof of address.. thats just a pure rip this casino.. hopefully many more people will read and see this here how terrible the verification process at Tonybet is.

Thank you very much, ericshoobidoo91, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi ericshoobidoo91,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Tonybet Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please specify on what stage the verification of the player's account is?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Even i send them more documents via email, its never enough. They had verified my first Proof of address, now they requesting an POA from June/July? I contacted my bank, send it via email to my, i just download it and forwarded the downloaded pdf version to the casino. They replied its modified. I have no idea anymore, and so on, they are requesting as well salary, a 3rd POA and a bank statement of the past 3 months.

Why is that? i have never deposit with my bank account into this casino? why is it in the casino interest?

I made a deposit with ecopayz, i dont feel comfortable with this at all anymore. they had everything already.

ID,Selfies,Selfies with ID + POA, POP, everything has been verified, now they still wanna have new poa,salarys,bank statements.. dude.. thats just hilarious at tonybet casino.

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.

Hi all,

We are really sorry for the situation that you have come across, it is never our intention to postpone the verification or withdrawal process.

We have checked the case and we can see that the proof of residence documents, that were provided by the player have been edited. Therefore, additional checks have been applied to exclude any kind of missunderstandings, as stated in our terms and conditions:

In the event of:

- duplicate registration (including registering under a new name), the submission of someone else's, invalid, or forged documents (including those that have been edited by using any kind of software or graphic editor);

- multiple breaches of the Betting Company’s T&C;

- doubts about the identity of the Customer or the information they have provided (i.e. address, credit/debit card details, other data);

- any types of fraud committed either by You or by another person acting in Your interests or in collusion with You, including but not limited to:

a) refund or rake fraud

b) Your use of a stolen or unverified bank card as a source of funds

c) any actions You have carried out or attempted to carry out which may reasonably be considered illegal in any applicable jurisdiction, which were committed deliberately or with the intention to deceive and/or circumvent constraints set in law regardless of whether this action or attempt ultimately causes loss or damage to Your Account

- when the Customer placed the Bet, they had information about the result of that event;

- the Customer was able to influence the Outcome of an event due to their direct participation in the match (sportspeople, coaches, referees, etc.) or because they acted on behalf of the participants;

- bets were placed by a group of bettors acting in concert (as a syndicate) in order to exceed the limits set by the Operator, as well as colluding with others in order to obtain an unfair advantage through bonus schemes or any other promotions offered by us;

- the bettor is suspected of using special software or hardware which facilitate automated betting, including but not limited to the use of glitches, faults or errors in our software in connection with the Services We offer (including betting); Your use of rogue equipment and programs or analytical systems, including but not limited to software that allows You to place bets without human intervention (for example, bots), etc.;

- unfair means of any kind were used to obtain information or circumvent restrictions imposed by the Company.

The Operator is entitled to request at their discretion documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified. The Company’s management reserves the right to conduct a video conference as a part of the identity verification process, or request for the documents to be sent by post. The Outcome of the video conference can be provided to the Customer within 5 working days after a video conference takes place. If it is proven that the data that was provided is not valid, the Company is entitled to take any reasonable measures including but not limited to cancelling all bets and suspending all transactions for the duration of their investigation, and to proceed with full verification of the Account once any documents required for the verification procedure have been requested.

At this moment we have requested from the player a bank statement for the last 3 months, as well as the explanation from the player why he has provided forged proof of address and whether he is able to provide us another proof of address that has not been modified.

Kind regards,

Tonybet

Thank you for your reply, TonyBet Casino.

Dear ericshoobidoo91, could you please send the documents you uploaded for your verification to me as well? My email address is natalia.b@casino.guru. We'd like to evaluate your documents independently from the casino.

Would you please also specify if you can send a bank statement to the casino, as requested in their message, to be used as an alternative proof of address document?

Hi, sorry to say, they just wrote half of the full story.

I uploaded on the 4th Nov all requested documents.

ID + Proof of payment + Proof of address.

They wrote an email " 3 weeks later" with

"Hello,

We are reaching out to you in regard to your TonyBet account and the verification procedure. 

First of all, we would like to apologize for the long waiting time. The documentation you provided was reviewed by the responsible department, and, currently, for us to be able to continue with your case for further review we would require additional documentation. 

Can you please be so kind as to provide us with the following documentation? 

• Selfie+ID - A photo of yourself holding your ID document near your face, details on the ID document should be clearly visible.

• Proof of residence in a digital PDF file format. Any official letter in your name with your name, full address, and issuance date visible. It can be a copy of a recent household utility bill, a mortgage, or a bank statement.

I forwarded all this, as you can see thats the 2nd request of my Proof of address, since i forwarded one already, which is usually totally fine, they now requested a 2nd one. So i did.

Tonybet replied via email:

"Hello,

We are reaching out to you in regard to the documentation you provided. 

Kindly be advised, that the documentation you provided was reviewed, and to continue with your case further, additional documentation would be necessary. 

Can you please be so kind as to provide us with a different residence proof document in a digital PDF file format? "

That was my Rogers phone bill, which is within the past 90 days as requested, nothing wrong here, downloaded it directly from the website.

Just a reminder, i have forwarded now in total 2 totally fine POA's.

Tonybet casino replied again via email :

" Hello,

Thank you for being a part of the TonyBet platform.

We would like to inform you that in order for us to proceed with your case the following documents would be necessary:

Another bill from Rogers for example for June or July 2023.

Personal bank statement with your salary visible for the last 3 months."

Since they received exactly the same Rogers bill, they requesting now one from July, previous one i provided was from September, which was fine since i played in November at the casino (3 months time frame).

For the 3rd time i forwarded now another Rogers bill from June or July as requested, same process, went to Rogers and downloaded the pdf.

Salary i answered, i just dont have any regular income atm.

And asked why is it in the casino interest to see my personal bank statement, which is not linked to the Tony bet casino, since i never made any deposits with my Bank, since i deposited with Ecopayz only.

I dont see any reason providing you my personal bank statement. It just has nothing to do with you as well as KYC, since i never made any deposit with it.

The Tonybet replied:

"Hello,

We would like to inform you that our responsible department has reviewed your document. Please note that we are unable to accept modified documents. Could you please clarify for what purposes you are providing forged proof of residence documentation and whether you can provide any other proof of residence document in PDF that is not modified?

For us to proceed with the review please provide a bank statement fro the last 3 months."

As you can see they keep requesting documents.

Summary.

2x Passport documents.

1x Passport + Selfie

2x Proof of payment (ecopayz)

3x Proof of address.

Please, just dont tell me that this is still fraud or whatever you trying to play here.

Its more then obvious you just playing some games here and its obviously not in your interest to verify my player account with you since over a month.

This is just not nice at all.. Smooth verification process? Seems not to be the case here..

Dear ericshoobidoo91, I haven't received your email yet. In case you haven't sent it, it would help us to keep investigating your case, if we could evaluate the proof of address document you sent to the casino (which is modified, according to the casino representative).

Hey Natalia, sorry for the late reply. Check your emails please, forwarded the documents to you.

Have a good day.

Dear ericshoobidoo91, we'd recommend you cooperate with the casino and try to send the required documents again, however, make sure that these documents are original ones downloaded directly from the issuer and not opened via any other computer programs or anyhow modified/edited. Please, let me know if you're able to provide the casino with new files in the correct format so that they can proceed with the verification of your account.

Hey, ok ill send it over, but it will be next year again. Ill update here and the tony bet casino in the next days with another utility bill.

Thank you, ericshoobidoo91. I'll set the timer for you for another 7 days, please, let me know when it's done in the set timeframe.

Dear ericshoobidoo91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey, for the rogers pdf im not able anymore to get this from the provider, since i have changed the provider.

I can send you my bank statement, that should work for the verification?

Dear ericshoobidoo91, have you sent the document to the casino already? Please, feel free to send it to me as well (natalia.b@casino.guru).

Hey, yes i have sent it to the casino, also i sent a new utility bill as well as my bank statements dec,nov,oct.

Hope this case will be solved asap.

Have a nice day

Thank you for the updates, ericshoobidoo91.

Dear TonyBet Casino, please, let us know if you have already received an email from the player and if the provided documents meet your requirements now.

Hey, nothing so far from the casino. That's the message i received after i sent them my bank statements + utility bill.

Hello,

Thank you for your e-mail.

Thank you for the provided documentation. Please be informed that the documents have been transferred to the responsible department for further review. We will contact you as soon as an update is available.

Stay safe and have a great day ahead!

Please do not hesitate to contact us if you have any questions.

---

Kind regards.

Dear player,

We would like to inform you that we have reviewed the document you have provided to us and have made a decision to subtract your winnings and refund the initial deposit to the payment method used to deposit due to violation of our terms and conditions.

Kind regards,

Tonybet

There was nothing else to expecting since the beginning tbh. Just avoid this casino in all terms.

Just looking for something to not pay you and request multiple documents just so that they can refer to something out of their books.

HEADS UP, BE AWARE OF CASINOS LIKE TONYBET!

Casino guru, thanks anyways. Cheers!

Thank you for the reply, TonyBet Casino.

Dear ericshoobidoo91, unfortunately, the casino is in its right to close your account for whatever reason or in case when there're issues with the documents for verification as it's stated in the terms and conditions (point 7. of General Terms: https://tonybet.com/en/information/terms-and-conditions#uldtingimused):

Your Account may be blocked or closed if You do not provide requested information or documents or if such information or documents You supply are found misleading.

We reserve the right to decline a new Customer or close an Account without having to give a reason for doing so.

I have already mentioned to you in the email that the documents you initially provided were edited, therefore the casino could have refused to have you as their player immediately. Anyway, if the casino has fulfilled its obligation to return the whole amount of your deposits, then we consider its behavior to be in accordance with fair gambling. My recommendation for you would be to be careful with the documents and to provide solely original ones to avoid such problems in the future with any other online casinos.

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.

Regards,

Natalia