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: 7,200 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
Public
Public
1 year ago
Translation
Good morning. I have a problem with this casino regarding account verification. They are asking me to send the document in PDF, but in the tab of this website where you have to verify the account, they do not accept this format. With that said to enter the chat and send the documentation there in that format that they would forward to the responsible sector. I already sent it twice and no response by email, and they said they would respond within 24 hours. As a result, my money is stuck without being able to withdraw. So I'm making a complaint on this channel so I can get a solution. I will attach the corresponding document to speed up this process. I can't send it in PDF format, so I'll send it in a screenshot.
Automatic translation:
Public
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1 year ago
Dear julioamancio081291,
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
Public
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1 year ago
Translation
Thanks for the answer, but I already managed to solve it directly with the site.
Automatic translation:
Public
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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, julioamancio081291, 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
