TonyBet Casino - A retirada do jogador é adiada e as ações da conta são questionadas.

I hereby wish to file a formal complaint against Tonybet Casino due to a series of situations that I consider negligent, opaque, and contrary to good responsible gaming practices.

Before making my deposits, I contacted the casino's support team to express my concerns about my history of problem gambling. At that point, I also specifically inquired about whether withdrawals were fast and effective, and whether any verification was required to withdraw funds. I was assured that my account was enabled for withdrawals and that no additional processing was necessary.

Subsequently, I won a significant sum of money equivalent to $4,200,000 CLP. I attempted to withdraw this amount for two consecutive days, but I was met with a series of contradictory excuses from the casino on each withdrawal attempt:

I was initially told that my bank did not accept wire transfers, which was denied by the bank itself when I contacted them.

I was then informed of a "payment error" with no further details or concrete solution.

Finally, I was required to provide address verification, which had not been previously mentioned as a requirement, despite my repeated inquiries before depositing.

These situations generated a significant level of frustration and stress. As someone who had previously disclosed my gambling problems, I expected a more responsible approach from the casino. Unfortunately, when I couldn't complete the withdrawal and received excuse after excuse, I ended up falling back into gambling and losing my entire balance.

I believe the casino not only acted negligently but also breached its own commitments to clear information, transparency, and responsible gaming. My warnings were ignored, and I was not provided with the minimum protection that a person in a vulnerable situation requires, especially in a gambling context.

I request that this situation be investigated and appropriate measures taken. I also request the return of the funds I was unable to withdraw in a timely manner and which, due to the stress caused by this behavior, I ultimately lost.

I look forward to your response and willingness to provide the necessary support.

I also have screenshots that prove everything I said.

Por medio de la presente, deseo presentar un reclamo formal en contra del casino tonybet debido a una serie de situaciones que considero negligentes, poco transparentes y contrarias a las buenas prácticas del juego responsable.

Antes de realizar mis depósitos, me comuniqué con el equipo de soporte del casino para expresar mi preocupación respecto a mis antecedentes con el juego problemático. En esa instancia, además, consulté específicamente si los retiros eran rápidos, efectivos y si era necesario realizar algún tipo de verificación para poder retirar fondos. Se me aseguró que mi cuenta estaba habilitada para retiros y que no era necesario ningún proceso adicional.

Posteriormente, gané una suma importante de dinero equivalente a $4.200.000 CLP. Intenté retirar esta cantidad durante dos días consecutivos, pero me encontré con una serie de excusas contradictorias por parte del casino en cada intento de retiro:

Primero se me indicó que mi banco no aceptaba transferencias, lo cual fue desmentido por el propio banco cuando me comuniqué con ellos.

Luego, se me informó de un "error de pago" sin mayores detalles ni solución concreta.

Finalmente, se me exigió una verificación de domicilio, lo cual no había sido mencionado previamente como requisito, a pesar de mis reiteradas consultas antes de depositar.

Estas situaciones generaron un nivel de frustración y estrés significativo. Como persona que había advertido previamente sobre mis problemas con el juego, esperaba una actitud más responsable por parte del casino. Lamentablemente, al no poder concretar el retiro de mis fondos y tras recibir excusa tras excusa, terminé cayendo nuevamente en el juego y perdiendo la totalidad de mi saldo.

Considero que el casino no solo actuó con negligencia, sino que también incumplió sus propios compromisos de información clara, transparencia y juego responsable. No se tomaron en cuenta mis advertencias ni se me brindó la protección mínima que una persona en situación vulnerable requiere, especialmente en un contexto de apuestas.

Solicito que se investigue esta situación y se tomen las medidas correspondientes. Además, pido la devolución de los fondos que no me permitieron retirar en tiempo y forma, y que, producto del estrés causado por esta conducta, terminé perdiendo.

Quedo atento a su respuesta y disposición para entregar los respaldos necesarios.

También tengo pantallazos que comprueban todo lo que dije

Dear Clemo,  

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

• When exactly did you inform the casino about your problems with gambling? Did you mention it only once in the live chat?  
• Did you ask the casino about the possibility of imposing any responsible gambling tools on your account, like a loss limit or deposit limit, or a cool-off period?
• Would you be so kind as to forward me your communication with the casino about your gambling problems? My email address is [email protected].
• Could you please specify the date on which you attempted to withdraw your funds?  
• Did you accumulate your winnings with or without an active 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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Natalia,

Thank you so much for your response and for taking the time to review my case with TonyBet Casino.

Below I detail the answers to your questions:

When did I report my gambling problems to the casino?

I contacted the casino via live chat before making subsequent deposits, mentioning that I felt I was losing control over my gambling. I explained that I was emotionally affected and needed help. Unfortunately, at the time, I was not offered any protection tools, nor was my account restricted.

Did I request responsible gaming tools such as limits or cool-down periods?

I didn't mention specific tools like "loss limits" or "self-exclusion," but I did clearly state that I was having a gambling problem and needed help, which should have been enough for them to offer me those options or temporarily suspend my account. Instead, they allowed me to continue playing and depositing.

Did I contact the casino more than once about this?

Yes. I asked more than 10 different times if there were any issues with withdrawals before continuing to deposit. My persistence clearly shows I was distraught and in no condition to continue gambling, but the casino repeatedly assured me there were no issues, which prompted me to continue.

When did I try to withdraw the funds?

I attempted to withdraw in early May, shortly before the casino permanently closed my account. They gave me many different excuses, and they ended up stressing me out and causing me anxiety. Each time I tried to make a withdrawal, it took six hours for them to reject it. Whenever that happened, I would immediately make another withdrawal, only to have it rejected again with a different excuse. Payment errors on their part. That my account wouldn't accept withdrawals. Pure excuses that were lies.

I spent the entire 5th and 6th of May trying to withdraw my winnings. But after being rejected multiple times, I became frustrated and felt as if my balance was a useless, fake number.

Did I use any bonuses while playing?

No, I played solely with my own deposited funds. I didn't have any active bonuses at the time I generated the balance.

As you requested, I will also email the screenshot of the chat and all relevant communications with the casino to the address: .

Again, I appreciate your help and hope we can find a fair resolution to this case. I look forward to any additional information you may need.

Estimada Natalia,

Muchas gracias por tu respuesta y por tomarte el tiempo de revisar mi caso con TonyBet Casino.

A continuación te detallo las respuestas a tus preguntas:

¿Cuándo informé al casino sobre mis problemas con el juego?

Me comuniqué con el casino a través del chat en vivo antes de realizar depósitos posteriores, mencionando que sentía que estaba perdiendo el control sobre mi juego. Comenté que me encontraba afectado emocionalmente y necesitaba ayuda. Lamentablemente, en ese momento no se me ofreció ninguna herramienta de protección ni se restringió mi cuenta.

¿Solicité herramientas de juego responsable como límites o periodos de pausa?

No mencioné herramientas específicas como "límite de pérdidas" o "autoexclusión", pero sí expresé claramente que estaba teniendo un problema con el juego y necesitaba ayuda, lo cual debería haber sido suficiente para que me ofrecieran dichas opciones o suspendieran mi cuenta temporalmente. En lugar de eso, me permitieron seguir jugando y depositando.

¿Me comuniqué más de una vez con el casino al respecto?

Sí. Pregunté en más de 10 ocasiones distintas si había algún problema con los retiros antes de seguir depositando. Mi insistencia demuestra claramente que estaba angustiado y no estaba en condiciones de seguir apostando, pero el casino me aseguró repetidamente que no había inconvenientes, lo que me llevó a continuar.

¿Cuándo intenté retirar los fondos?

Realicé intentos de retiro a principios de mayo, poco antes de que la cuenta fuera cerrada definitivamente por el casino.me dieron muchas excusas distintas y terminaron estresándome y angustiándome porque de demoraban 6 horas cada vez que intentaba hacer un retiro, para que lo rechacen. Y cuando pasaba eso en el mismo momento hacia otro retiro y lo rechazaban nuevamente con otra excusa disitinta. Errores de pago por parte de ellos. Que mi cuenta no aceptaba retiros. Puras excusas que eran mentira.

Estuve todo el 5 y 6 de Mayo enteros intentando retirar mis ganancias. Pero después de que me rechazaron muchas veces me frustré y sentía como si mi saldo fuera un número falso que no sirve para nada.

¿Usé algún bono mientras jugaba?

No, jugué únicamente con fondos propios depositados. No tenía ningún bono activo al momento de generar el saldo.

Tal como me pediste, enviaré también por correo electrónico la captura de pantalla del chat y toda la comunicación relevante con el casino a la dirección: [email protected].

Nuevamente, agradezco tu ayuda y espero que podamos encontrar una solución justa a este caso. Quedo atento a cualquier información adicional que necesites

Hello,

I'm writing to request an update on the status of my complaint. It's been several days since it was posted, and I haven't received any additional response from the Casino Guru team or the casino.

I'd appreciate it if you could let me know if there's any progress or if you need any additional information from me. This case is very important to me, and I'm looking forward to a serious resolution.

Thank you in advance for your attention.

Hola,

Escribo para solicitar una actualización sobre el estado de mi queja. Han pasado varios días desde que se publicó y no he recibido ninguna respuesta adicional por parte del equipo de Casino Guru ni del casino.

Agradezco si pueden informarme si hay algún avance o si necesitan información adicional de mi parte. Este caso es muy importante para mí y estoy esperando una resolución seria.

Gracias de antemano por su atención.

Dear Clemo,  thank you for your reply. Have you already sent me your communication with the casino about your gambling problems? I don't see any emails from you. Please specify if I overlooked them. If you haven't sent them yet, please do so so that we can proceed with your complaint. My email is [email protected]. Thank you.

Yes, I already sent you the screenshot.

Si , ya te envie el pantallazo

Dear Clemo, we truly understand how difficult and upsetting this situation must be for you, and we sympathize with the challenges that come with gambling-related issues.

However, after carefully reviewing the details of your case, we must inform you that we are unable to request a refund of your losses from the casino.

At Casino Guru, we can typically assist with refund claims in cases where a player clearly communicates a gambling problem and explicitly requests self-exclusion or other responsible gambling measures, and the casino fails to act on such a request. In your case, there was no direct request for account closure or activation of responsible gambling tools.

Although you briefly mentioned having a "problem with gambling" during a live chat conversation, this remark was made alongside other topics such as withdrawals, and it appears the casino did not recognize it as a formal indication of a gambling issue. Additionally, this concern was not brought up again in further communications.

We completely understand that asking for help can be difficult, especially in such situations. That said, for us to intervene effectively, there must be clear and unambiguous communication regarding gambling-related harm, which unfortunately was not present in this case.

The casino has a special section about Responsible Gambling. Please check it out and contact casino support to learn about how you can set any limits on your account or request a self-exclusion.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia