Tonplay Casino - A conta do jogador foi encerrada.

Casino: Tonplay (tonplay.fan / tonplay.com), operated by Galaxy Byte Lab SRL, Costa Rica, registration number 3-102-915471, Anjouan license ALSI-202508040-FI2. Played via the Telegram mini-app. Disputed amount: approximately USD 1,800.

After a winning bet, the casino required verification and blocked access to my account. I completed it [August 21, 2026], and support paused, even though verification was successful. Then I was informed that my gaming activity was being investigated under clause 4.21 and given a deadline of up to 14 days.

This deadline expired on September 6, 2026. When I inquired about the status, support replied that the review was "ongoing" and refused to provide a new completion date. The 14-day deadline was set by the casino itself, and in writing.

At the same time, access to my account was blocked with a message requiring verification—even though verification has already been completed and confirmed by their support team. Section 4.21 regulates verification of gaming activity and does not provide a basis for access restriction. I can't view my balance, betting history, or transaction history.

The account has fewer than five bets. I've repeatedly asked what specific activity is being investigated, but I haven't received an answer.

The funds were deposited from my own wallet, the account is the only one, a VPN was used because access to Telegram was blocked by Roskonadzar, and the casino is on Telegram.

Desired outcome: completion of verification with a specific date, restoration of access to the account, payment of the requested amount.

Attachments: correspondence with support and screenshots of the blocking message.

Казино: Tonplay (tonplay.fan / tonplay.com), оператор Galaxy Byte Lab S.R.L., Коста-Рика, рег. номер 3-102-915471, лицензия Анжуана ALSI-202508040-FI2. Играл через Telegram mini-app. Сумма спора — около 1800USD.

После выигрышной ставки казино потребовало пройти верификацию и заблокировало доступ в аккаунт. Я прошла её [21.08.2026], поддержка взяла паузу хотя верификация была успешной. Затем мне сообщили, что по пункту 4.21 исследуется моя игровая активность, и назвали срок — до 14 дней.

Этот срок истёк 06.09.2026. На мой запрос о статусе поддержка ответила, что проверка «продолжается», и отказалась назвать любую новую дату завершения. Срок в 14 дней был установлен самим казино и в письменной форме.

Одновременно доступ к аккаунту заблокирован с сообщением о необходимости пройти верификацию — при том, что верификация уже пройдена и подтверждена их же поддержкой. Пункт 4.21 регулирует проверку игровой активности и не содержит основания для ограничения доступа. Я не могу посмотреть ни баланс, ни историю ставок, ни историю транзакций.

На аккаунте совершено менее 5 ставок. Я неоднократно спрашивала, какая именно активность исследуется, и ответа не получил.

Средства внесены с собственного кошелька, аккаунт единственный, VPN использовался так как доступ в телеграмм был заблокирован росконадзаром а казино в Telegram.

Желаемый результат: завершение проверки с указанием конкретной даты, восстановление доступа к аккаунту, выплата запрошенной суммы.

Приложения: переписка с поддержкой и скриншоты сообщения о блокировке.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tonplay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1. 3 days
2. I'm just not allowed into the account anymore)
3. several sports bets were made
4. No, thanks to my balance. But the bonus was also used. True, the bonus is a drop in the ocean.

1. 3 дня
2. меня просто больше не пускает в аккаунт)
3. было сделано несколько ставок на спорт
4. нет благодаря своему балансу. но бонус тоже был использован. правда бонус там капля в море

Thank you for your reply, aleksandra193.

I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.