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TonyBet Casino - Payment declined and account suspended

Complaint Info
Disputed casino TonyBet Casino
Reason Software glitch
Posted on May 30, 2016

I played Wheels of Fortune slots on Tonybet online casino and I won a huge amount on may 26 . The sum is about 105 k euros . I try redraw some of the money and waiting for redrawal approval from tonybet support. After I tryed to redraw i received an email from their support team saying that they got a technical problem with their software and that my account is suspended for investigation . Even if their had a technical problem I dont understand why my account was suspended and why my redrawal deny until they investigate their software problem .

Posted on June 2, 2016

Dear nemtescubogdan,

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.

Posted on June 2, 2016

Yes. Please send all your proof to my email adress . Also it would be nice to recompansate the players for your software problem. It is not our fault .

Posted on June 3, 2016

Dear nemtescubogdan,

As we’ve already stated in our previous reply, Tonybet is working in regulated markets and is a licensed provider of gambling services under the Estonian, UK, Danish, and Lithuanian licenses. To avoid any attempts of manipulating facts or data, we have provided all the legal documents regarding this issue to the Estonian authorities. You can always contact them and request answers regarding any issues related to your Tonybet account and receive legal proof. Please visit http:/­/ww­w.e­­/en­g/p­riv­ate­-cl­ien­t/l­and­-ve­hic­le-­for­est­-ga­mbl­ing­/op­era­tor­s-w­ho-­hav­e-g­amb­lin­g-l­ice­nce­-es­tonia for all inquiries.

Posted on June 3, 2016

Ok . Well, post can be closed . I understand their problem with their software . Problem solved . Ty Tonybet and Askgamblers

Posted on June 3, 2016

Based on submitter's last post, AskGamblers Complaints Team consider this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.

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