The player from Brazil is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
TonyBet Casino - Player’s struggling to complete the account verification.
Amount: 250 R$
TonyBet Casino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I can't verify the account even though I'm making a deposit, I can't withdraw the winnings, it takes a long time to answer the chat, they ask for proof of deposit, I sent it several times, but they refuse
Automatic translation:
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1 year ago
Dear 013gesiel013,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Yes, I sent all the documents, I'm waiting..
I liked the Casino dos Jogos and such, only that verification part took a long time, I play in other casinos none of them took that long to verify
Automatic translation:
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1 year ago
Hi 013gesiel013,
We are really sorry for the inconvenience caused. We have checked the issue and we can see that your withdrawal request has been processed on the 6th of February. The funds should reach you within 5 business days, depending on your bank.
Kind regards,
Tonybet
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, 013gesiel013, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
