TonyBet Casino - Os ganhos do jogador foram atrasados.

Deposited 200 got 75 precent bonus for 150 had 350 total played sweet bonanza candyland and when I hit my last 30 dollars I did a bet of 5 on each bonus and 15 on number 1 yellow and I hit a sugarbomb then a sweet spins got a 270x multiplier and won 1271 dollars bet id here 1313501458

after winning I received 130 dollars in bonus only money not my 1271 that I won with my money had no bonus money left to even use this is the round id from pragmatic 268697166324008

also have screenshots of all winnings that i should have received from it so i need this resolved asap reached out to their team they said they will send it up to the higher ups and it has now been a week very unprofessional and unethical work they do

I will receive these winnings as that game rarely hits that big and I have lost so much in the past on it I will make sure I get this money

time of bet was 11:14 pm Tuesday April 14th 2026

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Hello,

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

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

• The screenshots you shared show winnings of 1271 being credited. Could you please explain where the information about 130 dollars comes from?
• At which point have you completed the wagering of a bonus? At the time you achieved the 1271 win, was your bonus wagering complete or not yet?
• Could you please share with me your communication with the casino regarding the issue and the reasons why only 130 dollars was credited? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thank you Tomas I recieved 130 dollars in bonus credit only money right after winning 1271 I lost that 130 of course but never got anything about the rest of the over thousand dollars worth and I could not even cash out the 130 dollars.

i do not think I completed the wagering of the bonus but that should not affect it as it was 75 precent match and I lost all of the bonus amount before I even won.

and here are some screenshots of chats with them.

this was pretty much the day of but i am still yet to receive any info on where the money went and why it never went into my account through pragmatic play

Thanks for your reply.

Currently, there is no evidence to suggest that you received only 130 CAD instead of 1271 CAD.

I recommend you contact the casino and request detailed records of your game history in Excel format. These records should show information about the changes in your balance before and after each bet, including the bonus balance.

Please let me know whether the casino was able to provide you with the relevant records and send them to me for review. My email is tomas@casino.guru

Looking forward to your reply.

Their support is awful they can’t do anything but lie I’m still waiting on my email from them and it’s been 2 weeks, yet to receive my winnings also I can show you guys that I had only won 130 dollars off of the bet

bet Id is third image first two show that I didn’t win anything off of it either than 130 dollars I want my money asap it has been 3 weeks and they have not contacted me like promised you can see I won 1271$ cad but never received the money from them after winning initially on sweet bonanza candyland

they have just responded to me claiming to NOT confiscate my winnings but then he said they will be now because he sent the wrong template this is very bad for them and I want my money my bet was not over 10 dollars it was 5 dollars on sweet spins so they have no excuse

Thanks for your reply.

I am sorry to hear about the recent development of the case.

Please note you already admitted to placing a 30 CAD bet, which is supported by the screenshots you shared with me so far. Every bet on one screenshot you shared earlier suggests you placed bets above what was allowed. Our position regarding the breach of the maximum bet rule is closely explained in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. If you made further bets that breached the maximum bet allowed by the casino

If the casino accused you of breaching this rule and confiscated the winnings as a result, there is little we can accomplish. Please let me know if there is any information I might have overlooked.

Looking forward to your reply.

That is okay I ran out of the bonus had 30 left and got lucky and get my money taken as apart of that? I had 30 left in my account and they confiscated my winnings are they really that low on withdrawl money that is sad this is why everyone should stick with stake, they take advantage of people with the bonuses but don’t even payout over 150 dollars on them complete scam

Thanks for your patience.

If you believe you were wrongly accused, I recommend you request your game history from the casino for the appropriate period from the casino support in Excel format. These records should show what bets were made, your balance fluctuations, and when your bonus was active. Forward me this information for review. If the casino refuses to provide you your game history, forward your communication with support to me instead.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Jdidy,

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.

I will forward you all the proof I have but Tomas you have to understand I accept the 75 precent deposit bonus I deposited 200 so I had 350 in ammo lost it all down to my last 30 dollars I put 5 dollars on sweet spins 5 on bubble surprise 5 on candy drop and 15 on 2x it then hit sweet spins and I won 1200 but never received the winnings they should not have a high safety Index and it is very wrong you guys have it still high after this, here is all the proof

Thanks for your patience.

Please note that if you haven't yet completed the wagering of the bonus, the bonus is still active and you are bound by the bonus terms and conditions, which prohibit you from placing bets above 10 CAD.

Please let me know if there is any information I might not have considered in your case.

Dear Jdidy,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru