TonyBet Casino - Player with gambling addiction seeks a refund.

Hello,

I need your help. At the end of 2020, I sent an email to Tonybet Casino where I told them about my gambling addiction and requested that I should not be allowed to open an account with the casino. As an addict, however, I relapsed and was able to open an account with Tonybet.

On November 16, 2023, I lodged a complaint with them hoping that they would uphold the principles of a responsible gaming provider and refund my deposits of approximately 750 euros. Instead, they just closed my account and stated that the concerned department is reviewing the case.

I hope to receive your assistance and you could reach out to Tonybet for clarification on the issue. I believe that waiting for a response for a month is too long. I've frequently asked if I could receive some interim information. The customer service simply replies that the matter is under review.

Am I being overly impatient, or is one month a reasonable time to wait for a response?

Hello Hygeboy,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with TonyBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you reopen your old account or opened a new one? Did you specifically mention gambling addiction when you requested for it? Did you ever receive any confirmation of the exclusion? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I don't remember if I had an account and I also don't remember if I got any confirmation about closing the account.

At first, the chat said that I don't have any deposits even though I had definitely deposited at least 700 euros before I lost. I just didn't realize to take screenshots before closing the account. In the end, the matter was transferred to another department to be handled. I haven't received any response from there for almost a month. I have sometimes asked how the matter is progressing and I always get the same answer that the matter is being dealt with.

Tonybet responded today after a month with an email telling me how much I have deposited and withdrawn. The total loss is 776 euros.

However, they didn't mention anything about the measures regarding my request to get my losses back, because they have accepted me even though I have previously told them about my gambling addiction.

Sealing yet.

On 10 August 2020, I have sent an email to tonybet where it says

"I kindly ask you to block my access to your site due to my gambling problem.

If I have an account on your site, please close it permanently and stop all marketing.

If I haven't registered yet, try your best to stop me from doing so.

I hope this ban also applies to all your "sister casinos" and possible future casinos." And then my contact information.

The e-mail address with which I created the account 2023 is the same with which I asked to block myself. My home address has changed since then.

On November 16, 2023, I told them that I had already sent such a message in 2020 and asked how I got to play. The customer service immediately deleted my account. At the same time, I asked for my deposit information and said that I wanted to file a complaint about the matter and that I hoped that tonybet would pay my deposit back in accordance with the responsible principle.

During the month, I have sent several messages to tonybet to ask what is the status of my complaint? I have always received the same answer that the issue is being addressed.

Today, December 15, 2023, I received an email with a secure attachment showing the deposits and withdrawals made to my game account. The e-mail did not take any position on my complaint and my wish to get the deposits back, because tonybet has taken advantage of my gambling addiction.

Hello Hygeboy,

If you did not have an account back at 2020, your exclusion was meaningless and they were not obligate to prevent you from registering 3 year after that. Please keep in mind that if you do not register there, they can't know your personal data so there is no one to block.

If you have any proof that you owned an account back there, we can move forward in resolving the case, otherwise it will be rejected.

So it doesn't help at all that we have provided my personal information 3 years ago? That's when they got them? It will be strange if in the future I have to start making a game account at new casinos and then close it because of gambling addiction. The casino must have some kind of responsibility and it must be enough that I have announced my gambling addiction and my contact information.

I thought you were on the side of the players and helping to sort out the grievances with the casinos. However, this has taken advantage of my gambling addiction and I hope you can help me get my deposit back. I think it would be fair, since tonybet still had my contact information and information about my gambling addiction.

Hello Hygeboy,

We never take sited and we work based on the facts provided by the player and the casino as well. Requesting a self-exclusion prior to registering may and may not work but the casino is not obligate to do it and we can't hold responsible for them. Once you contacted them in 2023 regarding your addiction, the closed your account instantly and as it was your first request towards them since you had an account, they are not obligate to refund any deposit.

As the issue has been explained twice, we will be now closing the complaint as unjustified.

Wish you best luck.

Regards,

Nick