TonyBet Casino - 本人確認の問題により、プレイヤーの出金が遅延しています。

TonyBet is making it impossible to verify my deposit and withdraw. They rejected the first attempt then sent an email saying it was actually fine and nothing else was required. I then tried to withdraw $6000 which they then decline saying I needed to completed the deposit verification. They are asking for bank statement with "PremierPay" listed on the transaction. The bank statements and my banking app list the transfers going to Fronterapay. But the email confirmations of the transfers are from PremierPay. I don’t know how I’m supposed to provide information that does not exist on the bank statements but does on email confirmations.

They also declined to accept proof of interac transfer via Loonio.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many deposits have you made into this casino so far?
• Can you see any transactions in your bank account listed as PremierPay?
• How many payment methods or bank accounts have you used to make deposits into this casino?
• Which other documents have you provided to the casino for verification?
• Are there any documents in your casino account currently pending verification?

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

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear canada21,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika