TonyBet Casino - Player's account verification is rejected.

Tonybet have been refusing to verify my proof of address and now ignoring all my emails. 

Details of the case are I sent in my ID, Skrill documents, Selfie - All verified. I also uploaded my posted utility bill. This was rejected with no reason given. I uploaded my mobile bill from three.ie rejected , no reason given. I then sent in my Bank of ireland statement. This was rejected and i was told it was modified? All i did was change the file size so it could be uploaded. 

So I managed to get my water bill straight from my online account, to my phone and then upload via my PC.

This has been ignored for four days! Chat just fobs me off and I have a withdrawal of 400 euros and a balance of 1400 euros from sports winnings in the account.

Please can you get involved at this stage to help.

Thank you,

Jae.

Dear jaeburgess, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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 and it might take a few working days to complete this thorough process. 

Could you please advise if the document confirming your residence is the only one that has not been approved yet? I have checked the KYC section of the casino's Terms and Conditions, and this is what I found:

A photo or a screenshot of a document confirming the current address of residence: the data (name, address of residence + date of issue of the document) coincides with the data in Player’s details. To confirm the address, a utility bill / bank statement / photo of registration from the passport is acceptable for players from the CIS. The document must be no older than 90 days (3 months).

Please provide the document in the correct format. According to the screenshots you sent us, mobile carrier bills cannot be accepted.

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

Veronika

Hello,

I have provided three.

Two were rejected on their site, one was posted, no explanation for it being rejected. One was a mobile bill, they didn't accept those. So they asked for my water bill in pdf. I sent that last week. They have ignored all my emails since and my withdrawal is still pending for 4 days.

The PDF of the water bill has been sent.

They are simply not engaging and not sorting anything.

Thank you for getting involved to mediate.

I would also like to add, even though they have rejected my mobile phone pdf and claim they don't accept them the below screenshot is taken from their site, account verification page. It clearly states mobile service bill is accepted?

This was what the casino just sent me.

There has been no editing of documents or forged documents. ID, selfie and skrill were verified. I am happy to provide my utility bill noterised and/or do a video call with the casino.

They are simply attempting theft for the 912.56 euro winnings.

Could you please forward the last documents you sent to the casino to me? My email address is veronika.l@casino.guru. Thank you in advance.

done

The casino is still attempting the theft of the 912 euro winnings but returned my deposits.

My id, selfie and skrill were all verified. They had an issue with my 3 POAs and claimed these not to be genuine.

I have offered to do a video call and have my documents noterised, all of these options are in their terms.

However they have simply told me to get stuffed they are keeping the money!

Thank you very much, jaeburgess, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Hello there,

Thank you jaeburgess for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TonyBet Casino for their help in resolving this complaint. We would like to know why is the player unable to undergo video verification and what can we do to help resolve this issue.

Thank you!

I have also suggested document noterisation as this is simple to do here

Dear Jae Burgess,

Thank you for bringing your concerns to our attention. We appreciate your cooperation in providing the proof of address document; however, upon our review, we observed discrepancies that raised suspicions of potential amendments. To ensure accuracy, we requested an additional document, which was duly provided by you.

Unfortunately, our examination revealed a typing error in the period covered by the last document, leading us to the conclusion that both documents may have been edited. Consequently, we have made the decision to close your account, deduct any winnings, and refund the total amount of deposits made.

Regarding the issue with the phone bill, we sincerely apologize for any inconvenience caused by the mistake on our website. We acknowledge your feedback and would like to clarify that we no longer accept phone bills as proof of address due to concerns about service location accuracy. After a thorough investigation, we discovered an error in the list of accepted documents for English (Ireland) on our website. We have promptly contacted the responsible department to rectify the list.

We value your understanding and strive to improve our processes based on customer feedback. If you have any further questions or concerns, please feel free to contact us directly.

Best regards,

Tonybet.

Thank you for the clarification TonyBet Casino Team.

Could you please provide evidence of these edited documents to my email? (peter.c@casino.guru)

Thank you in advance for your cooperation!

Hello,

I can provide noterisations of my documents?

Nothing has been edited, they have been downloaded, saved on my phone sent to laptop and then uploaded.

Any typos may be on the original documents? I’m not sure

You claim your site had an error advertising mobile bills were accepted? So you can empathise if a company has made some kind of typo on the bill….This is not my fault, I don’t check that deeply, I just pay.

I am happy to provide a noterised document to stop you attempting to steal my winnings?

Or is it okay for your site to advertise false information but not other companies to make errors? (Even if there is one)

Hi Peter,

Unfortunately, we are not able to provide any documents that have been submitted according to the Data protection act. Therefore, we would like to ask the player to provide us any supporting documents via e-mail to us to info@tonybet.com. This will ensure a prompt and efficient review of the documentation and situation in general. If anything, player can provide such data to you if feels comfortable.

Kind regards,

Tonybet

Dear jaeburgess,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.