TonyBet Casino - Player’s winnings are confiscated due to a server error.

I played the Crazy Time live game at TonyBet for a few days. On 2024-10-26 at 02:06:55 UTC, according to the game server time, I placed a €25 bet also on the Crazy Time bonus game. The game came with a 5X multiplier. I made it to the bonus game, and it started normally without any notification that my bet wasn’t accepted. I was already celebrating an impending big win. While I was deciding which color to choose, I suddenly received a message in English saying "GAME SERVER ERROR," and shortly afterward, my bet was refunded. If a bet is going to be canceled, it usually happens when the host starts spinning the wheel, but I was already in the game. At no point was I trying to place a bet because the game was ongoing and my bet was accepted. The minimum win would have been €1875, plus the €25 bet, but it was returned. Furthermore, the casino's response to my complaint is contradictory because the live support for Crazy Time told me the issue was on the casino's side and to file a complaint there. Look at their response. I demand that they pay me the win of €1875 based on the smallest yellow selection because that's the minimum I would have won, and it is rightfully mine. I had already paid to play. I have closed my account with TonyBet due to this issue, but I want my winnings paid directly into my bank account via my usual payment method.

Dear jetur,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

I have send you e-mail

Thank you for your email. In the response you received from the casino, their customer support team stated that your bet was rejected on the game provider's side and that the amount you attempted to bet was returned to your gaming account.

To proceed with this investigation, could you please provide any evidence from the game provider indicating that your bet should have been accepted? This information will help us better understand the situation and determine if further steps can be taken.

I have send you new mail with picture!

Thank you for providing the screenshot. Unfortunately, server errors can occasionally occur, and in such cases, it is not the casino's fault. Since your bet was not deducted from your balance and the round ended with an error, we are unable to request the casino to pay the winnings you believe you were entitled to receive.

I understand how frustrating this situation can be. I recommend contacting the game provider directly to request further evidence or clarification about the error. Unfortunately, we do not have direct cooperation with game providers in cases where server issues arise.

Due to the aforementioned reasons, this complaint will now be closed. 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