Thank You very much for your patience waiting for an answer on this difficult case.
On the night from May 24th to 25th, Tonybet experienced a major connection issue with the Microgaming (provider of Quickfire games) platform. Given that it was the time of low traffic, transactions of only three players were affected. This led to significantly false results in accounting, which also caused balance errors in player’s accounts. The affected accounts were then temporarily suspended, which is required by our regulators.
During those past days technical and accounting audits for all transactions of the past three months between Tonybet and Microgaming were made. After a deep investigation from both Tonybet and Microgaming, we found that the issue allowed players to place real money bets on Quickfire games even if their account balance was equal to 0 (empty), in other words – the players had false freeroll.
Given that we are a licensed online gambling operator and work in regulated markets, we proactively communicated with players and informed the Estonian Tax and Customs board about the issue with all the leading documents as follows:
Data of the players whose accounts were affected
False amounts which were considered as winnings
Lists of false transactions between Tonybet and Microgaming
However due to our rules, some of the transactions were confirmed as valid, which means that even by having a freeroll, two players made significant profit for around 3,000 and 4,000 euros because of the royalties they achieved during this freeroll. These amounts are left as available for play and/or withdrawal and we are happy for the players. Unfortunately, after legal corrections your balance went negative, but this amount was eliminated to leave the neutral balance (0 eur).
At the moment, the situation has already resolved, the players’ accounts are open and they can access their correct balances. We are very sorry for this misunderstanding. Should you have any more questions, please let us know. We are also ready to provide additional information and legal proof if needed, but for this reason we would need to have your official permission.