Tonyspins Casino - 決済が遅延しているとのクレームがあります。

TonySpins casino is withholding my funds even though the manager confirmed to me on Friday that my account is 'fully verified'. Today, Saturday, January 17th at 1:06 PM, the Customer Experience Manager sent me another email admitting a 'system error' with the payment method and promised to process the withdrawal 'as soon as possible'. However, the withdrawal is still blocked in my account, technical support is telling me to wait another 24 hours, and I've been banned from live chat so I can't claim my €824.05.

El casino TonySpins está reteniendo mis fondos a pesar de que el Gerente me confirmó el viernes que mi cuenta está 'completamente verificada'. Hoy, sábado 17 de enero a las 13:06, el Customer Experience Manager me envió otro correo admitiendo un 'error del sistema' con el método de pago y prometió procesar el retiro 'lo antes posible'. Sin embargo, el retiro sigue bloqueado en mi cuenta, el soporte técnico me pide esperar 24 horas más y me han baneado del chat en vivo para que no pueda reclamar mis 824.05 €

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.

Dear SILSBCN,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I have emails from management saying that my entire account was verified, that everything was green, and telling me that even with the account suspended I could make a withdrawal. I made the withdrawal, but it didn't go anywhere because they canceled it immediately and asked me for the same documentation they had already requested, plus an account that isn't the one I used to deposit. I used it the first time, but I had already withdrawn twice from this casino without any problems, which is why I deposited here because I knew I would get paid soon. But I didn't know that if you won more than they considered normal, they would withhold your balance in every way possible. So, I want my money back because it's not a bonus, there's no bonus, it's all my real money.

Tengo mails de la gerencia diciendo que ya estaba verificada toda la cuenta entera que estaba toda en verde, y diciéndome que aún teniendo la cuenta suspendida podía hacer el retiro hice el retiro pero no llegó a ningún puerto porque me lo cancelaron al segundo otra vez y me volvieron a pedir otra documentación igual que la que me habían pedido ya anteriormente además de una cuenta la cual no es con la que deposite, lo hice la primera vez pero es que yo ya había sacado dos veces retirado dos veces de este casino y no había tenido ningún problema por eso había depositado aquí porque sabía que iba a cobrar pronto pero yo no sabía que si ganabas algo más de lo que ellos creen normal te retenían el saldo de todas las formas posibles entonces bueno pues yo quiero mi dinero porque no es de Bono no no hay nada de Bono es todo dinero real mío

Dear SILSBCN,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear SILSBCN,

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,
Karla
Casino.Guru