TonyBet Casino - Player's withdrawal is delayed due to verification issues.

Hi,

I’ve been trying to verify my account for months now, but I keep running into issues. Every time I upload the requested documents, they get rejected, and I’m asked to upload the same ones over and over. The last time I submitted everything, I was told I’d get an email, but I still haven’t received anything.

It’s been over two weeks since then, and when I contact support, I’m told to just wait a little longer. I feel like enough time has passed, and my account should have been verified by now and my money sent to me.

Dear bananagray00,

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 which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hi,

Yes, I have uploaded and sent them all documents multiple times now. They so far requested a passport, proof of address for which I sent my bank statement, I also sent them my skrill information, my payslips, bank statements where they can see my salary. They also requested a selfie with passport and my tax document which I also sent. Last time I chatted with them was yesterday via their live chat support and they again for the fourth time asked for my document that proves origin of funds and again I sent them my payslips and statements where those transactions are visible and yet I am still not verified. This ongoing back and forth is extremely frustrating, and I feel as though my time and effort are being wasted. They are really trying to make a fool out of me, asking for the same documents over and over.