TonyBet Casino UK - Player's account closed, and winnings confiscated.

Had a tonybet account since 2022. No issue, fully verified, multiple deposits and withdrawals. Stopped gambling months ago due to some issues. Also have left country where they were licensed. Can't gamble where I am now in gibraltar.

Realised I had 260 in the account, which was a 200 deposit and small winnings from a sports bet I think. I requested teh withdrawal and then they said I needed to send in a pdf of my address. I pointed out I was fully verified for two years and no longer lived in the country so needed the money returned and account closed.

They then seemed to revel in the fact they were closing my account and stealing not only my 60 euro winnings but also my 200 euro deposit!!!!

Ive been advised this is against EU consumer law and some people online have sent me evidence of them returning money to players in similair circumentsances, so maybe I got someone on their bad day or its discrimination?

Attached is the email they have sent to me no short of 5 times. WIll be contacting my solicitor monday and their ADR.

Wanted to warn people and see if anyone had this before?

Has affected me emotionally to be honest so will be looking for compensation.

Attached is the term they keep referencing. Not sure how this applies to me? It also does not say they can steal a deposit, I also can't find anything in their Ts and Cs that superseeds EU consumer law or where I agreed to this?

I am also attaching my account being verified and the withdrawals put throgh in 2022.

I am also attaching the last time I deposited (which is the deposit they are trying to steal) last year in April 2023.

Dear stefarnes,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you please inform us of the most recent time you accessed your casino account?
• Additionally, have you accessed it from Gibraltar for gaming purposes as well?

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,

Petronela

I was back in my home country a week ago. Where I opened it from. I accessed it then and requested a withdrawal.

The website is blocked in Gibraltar and I’ve never accessed it from here.

I haven’t gambled since June of last year due to addiction.

Please note it is not just winnings, the deposit has been stolen. Hence the breach in EU consumer law.

Hi stefarnes,

• Am I correct in understanding that you haven't accessed your account since June 2023, and now the only remaining step to access your funds is to verify your Proof of Address again?
• Do you still possess any documents that could serve this purpose and confirm your permanent residency in the UK?

Thank you.

Dear stefarnes,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.