Account locked

Casino: Tonplay (tonplay.fan / tonplay.com), operated by Galaxy Byte Lab S.R.L., Costa Rica, reg. 3-102-915471, Anjouan licence ALSI-202508040-FI2. I played via the Telegram mini-app. Amount in dispute: approx. USD 1.800.

After I requested a withdrawal, the casino asked me to complete verification. I completed it on 21.08.2026, and support confirmed in writing that it was successful. I was then told that my gameplay activity was being reviewed under clause 4.21, with a stated timeframe of up to 14 days.

That deadline expired on 06/09/2026. When I asked for an update, support replied only that the review "continues" and declined to give any new completion date. The 14-day period was set by the casino itself, in writing.

At the same time, my account is locked with a message stating that verification is required — although verification is already complete and was confirmed by their own support. Clause 4.21 concerns review of gameplay activity and provides no basis for restricting account access. I cannot view my balance, bet history, or transaction history.

My account holds fewer than 5 bets in total. I have asked repeatedly what specific activity is being investigated and have received no answer.

Funds were deposited from my own wallet; this is my only account. The use of a VPN is necessary because the casino operates on Telegram, which is blocked and inaccessible without one. However, this does not matter to the bookmaker, as they themselves offer a proxy setup for Telegram to access the platform.

Desired outcome: completion of the review with a stated date, restoration of account access, and payment of the withdrawal