TonyBet Casino - Играчът не може да се оттегли.

Hi I have been playing slots on TonyBet for a while and I have always lost, for once I win they do not want to give me the sum of money won, they find an excuse every time, I have sent all the required documents, and every time they do not accept them , they even told me that I have never signed up, I also sent the screenshot of my registration, they told me that it is not valid, please I would like to be able to collect the winnings.

Salve è da un po che gioco alle slot su TonyBet ed ho sempre perso ,per una volta che vinco non vogliono darmi la somma di denaro vinta,trovano una scusa ogni volta,ho mandato tutti i documenti richiesti, ed ogni volta non me li accettano,addirittura mi hanno detto che non mi sono mai iscritto, ho mandato anche lo screenshot della mia registrazione,mi hanno detto che non è valida,vi prego vorrei poter incassare la vincita.

Hello Luca1975,

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 since when are you registered in the casino? Are any documents already verified by the casino? When was the last time you spoke to the casino and what was it about?

Can you please forward your communication with the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hello Luca1975,

Can you please answer my previously asked question?

Hello sorry I forgot about it last time, I think I started playing on TonyBet between April and May 2022, the documents they checked are driving license, an Austrian state document anmeldebescheinigung, residence certificate, paysafe receipt, bill of phone magenta and house rent

Ciao scusa me ne sono scordato l'ultima volta, credo di aver iniziato a giocare su TonyBet tra aprile e maggio 2022 ,i documenti che hanno controllato sono patente ,un documento dello stato austriaco anmeldebescheinigung,certificato di residenza,la ricevuta paysafe,bolletta della magenta telefonica e l'affitto di casa

Hello, do you have any news about my winnings?

Buongiorno avete qualche novità sulla mia vincita?

Hello Luca1975,

Do you know which documents were accepted and which rejected? Did they specify why did the documents got rejected?

Please note that it is not possible to withdrawal in most casinos before finishing the verification process.

Hi previously they had only accepted the driver's license everything else was not right, telephone bill, anmeldebescheinigungche is an Austrian state document, residence certificate, screenshot of the rental receipt, photo of the Paysafecard recharge receipt (this because it had folded corners) and with each message there was something new they asked me, I don't have the screenshots of the messages I'm sorry, the only email they sent me is the one I sent you in a previous message, in the meantime I'm trying to find these things about my Paysafecard account (To verify your Paysafecard account, we would need two documents:

A screenshot of your account settings with full name, email and Paysafecard customer number (below) visible; this can be provided in 2 screens;

A screenshot or statement of your Tonybet transaction with the Paysafecard customer number visible) but I'm not very practical I don't know how to find this information, I wrote an email to Paysafecard if they can help me but I have not received a reply

Salve in precedenza avevano accettato solo la patente tutto il resto non andava bene, bolletta telefonica,anmeldebescheinigungche è un documento dello stato austriaco,certificato di residenza ,screenshot della ricevuta di affitto, foto della ricevuta di ricarica Paysafecard (questa perché aveva gli angoli piegati) ed a ogni messaggio c'era qualcosa di nuovo che mi chiedevano,non ho gli screenshot dei messaggi mi dispiace,l'unica mail che mi hanno mandato è quella che vi ho mandato in un messaggio precedente,io nel frattempo sto cercando di trovare queste cose sul mio conto Paysafecard (Per la verifica del tuo conto Paysafecard, avremmo bisogno di due documenti:

Uno screenshot delle impostazioni del tuo account con nome completo, e-mail e numero cliente Paysafecard (in basso) visibili; questo può essere fornito in 2 schermate;

Uno screenshot o un estratto conto della tua transazione a Tonybet con il numero cliente Paysafecard visibile)ma non sono molto pratico non so come trovarle queste informazioni ,ho scritto una mail a Paysafecard se possono aiutarmi ma non ho ricevuto risposta

Hello Luca1975,

I believe if you have contacted them they will send you the necessary documents. When exactly did you write to them?

I would recommend to wait out the answer from the payment provider and forward it to the casino and if the issue would still persist, we will intervene.

And since September 2nd that I have been going on with these documents, such a thing has never happened to me, the last time I heard from them 2 weeks ago.

Thanks anyway I will arrange for other ways

E dal 2 settembre che vado avanti con questi documenti non mi è mai capitato una cosa del genere,l'ultima volta che li ho sentiti 2 settimane fa .

Grazie comunque mi arrangero per altre vie

Thank you Luca1975 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Luca1975,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite TonyBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear TonyBet Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

Hi still I have not received confirmation of any valid document they are asking me for screenshots of my Paysafecard account, first vertically then horizontally, and today I realized that they changed my password to access my account

Salve tuttora non ho avuto conferma di nessun documento valido mi stanno chiedendo screenshot del mio conto Paysafecard, prima in verticale poi in orizzontale, e oggi mi sono accorto che mi hanno cambiato la password per accedere al mio account

Besides, I'm trying to change my password and he won't let me do it, they don't want to give my money to me

Oltretutto sto provando a cambiate password e non me lo lascia fare,questi i miei soldi non meli vogliono dare

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

We are really sorry for the inconvenience caused by this situation. We have checked your case and we can see that your withdrawal has been canceled due to the fact that Tonybet operates according to the close loop policy. This means that all winnings are being withdrawn only to the depositing method used to top up your account balance. Please, request your withdrawal to the Paysafecard and it will be processed in the queue order.

Kind regards

Tonybet

Greetings all,

Thank you, TonyBet Team, for providing the explanation.

Dear Luca1975,

Can you please request a withdrawal via Paysafecard and let us know once it is approved or the payment is received?

Dear Luca1975,

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.

Good evening I solved I made the withdrawal on my Paysafecard gonto, thank you for the help you have given me.

Buonasera ho risolto ho fatto il prelievo sul mio gonto Paysafecard, vi ringrazio dell'aiuto che mi avrete dato.

Great news, Luca1975!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, TonyBet Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru