Complaint #112 TonyBet Casino

5957 euro withdrawal delayed due to selfie verification pending for nearly two weeks

By Sarah S.

6 months ago

I won €5,957 on October 31st, 2025. The same day, TonyBet requested verification documents (ID and proof of address), which I submitted immediately. These documents were accepted within 24 hours.

After that, I requested my withdrawal. On the same day, I was asked to provide one more document — a selfie holding my ID. I uploaded this photo as fast as possible, and since then, I’ve been waiting for TonyBet to verify it.

It has now been almost two weeks since I submitted the selfie, and my account remains pending verification. I have contacted their support team multiple times during this period, but I only receive the same response each time — that I need to wait.

I started saving chat transcripts from November 10th, 2025, and have continued to document the conversations since then. Despite this, no progress has been made, and the verification remains pending without any explanation.

All of my documents were valid and accepted except for this final “selfie verification,” which has been stuck in review for an unreasonable amount of time. I believe this delay is unjustified, and I kindly request AskGamblers’ assistance in helping me get my account verified and my withdrawal of €5,957 processed.

Disputed Casino TonyBet Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

6 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that TonyBet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

TonyBet Casino

• Representative

6 months ago

Dear all,

We would like to inform you that we do not disclose our internal processes and evidence package outside of regulatory investigations. The information we have provided in previous correspondence is already sufficient to explain our reasoning and core factors for such outcome. Further, if the customer still appears to be unsatisfied with the result of the investigation, he is entitled to seek independent review by the regulator Tax and Customs Board in Estonia (please refer to Clause 13.4 of the T&Cs). It shall be noted that the regulator will also not disclose all materials of the case provided by Tonybet to the customer.

Link to our terms and conditions: https://tonybet.com/information/terms-and-conditions

Kind regards,
Tonybet

AskGamblers

• Support Team

6 months ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting above mentioned information and evidence from the TonyBet Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

smaradottirs

• Iceland

6 months ago

Hi Tonybet,

This response is completely unreasonable.

You first claimed that my account matches over 50 others based on “password hashes”, “device fingerprints” and “identical gameplay behavior”.
Now, when I asked for clarification, you suddenly say you “cannot share” any of the methods or data behind those accusations.

Let me be clear:

1. The parameters you originally mentioned are not valid grounds for confiscation.
• I cannot possibly control whether another user chooses a similar password.
• I cannot possibly control whether someone else plays the same bonus-eligible game with the same stake size — especially when your own bonus terms restrict which games and bet sizes we are allowed to use.
• And claiming “device fingerprint match” without specifying which value supposedly matches across 50 unrelated players is meaningless, because a real full fingerprint match across that many users is statistically impossible.

2. Saying “we cannot disclose details” is not an answer.
You made extremely serious technical accusations. “We can’t share anything more” is not acceptable, especially when the accusations you already listed make no logical sense.

3. Your final reply does not actually address a single point I raised.
You simply switched from detailed technical accusations to a generic “fraud suspicion” statement, which is not compatible with the original explanation you yourselves provided.

Right now, it genuinely feels like you are just saying whatever fits the moment rather than providing real evidence. And to be honest, it comes across as nonsensical.

I expect you to properly explain what specific verified data point links my account to these other users, because everything you have mentioned so far is either standard behavior, statistically impossible, or something no user could reasonably control.

Please provide a real explanation.

If it is more convenient for you, you are welcome to email the detailed explanation directly to me instead of posting it here on AskGamblers.

TonyBet Casino Complaint Stats

Resolved 21 / 21

Avg. Amount $1,985

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

TonyBet Casino Complaints

See all complaints for this casino

They wont give me the money

Hello dear ask!
I am writing to you because I am desperate and need help!
I have a big problem with the casino tonybet.es!
Since 25/02/2024 I've been struggling with them!
I have 7027 euros in my account that I want to withdraw!
The casino asked me for a lot of documents and video verifications!
I sent everything that was requested!
On 10/05/2024 I received an email saying my account is under investigation!
It has been 10 months since then and I have not received any updates regarding my account!
I would like to ask you to help me solve this problem!

Resolved

TonyBet is delaying payment

I requested a withdrawal of $100 and $60 for a total of $160, and it was taking way longer than usual to hear anything about this withdrawal.

When I first opened this account about 8 months ago, my first withdrawal was in my account in less than 10 min, and I was amazed at how fast it was, recommending them to everyone I knew. Since then, I have had numerous other withdrawals with no issues. Even when I had to verify anything, the verifications and cashout were always done and in my account in less than 24 hours. This is the sole reason why I have continued to gamble with them.

Well, with these 2 withdrawals, everything has changed.

When I asked if there was required information they needed to process my withdrawal, I was met with support staff who knew absolutely nothing and only responded with pre-typed automatic responses. I questioned if I was speaking with an AI or an actual human, and it couldn't tell me, which was very weird.

The second time I asked if it was a robot or human, and it responded with a very automated response of I can assure you all Live Chat staff are real people, Yet anytime I asked the chat more then 1 question at a time it would only respond to one of the questions to give an answer, and all i wanted to know was if there was more documentation needed because ive never had issues or waited for a withdrawal from them before.

The live chat didn't know and said I would get an email soon as it was my turn. The next day, I finally received an email requesting proof of deposit, so no problem. I sent that in less than 2 hours after they requested it, and the document was approved shortly after sending it in.

So then I'm waiting for the deposit and nothing. I asked live chat what the hold up was, and they said that everything looked good, but it was sitting in the Queue and would be processed when it got to the top. So I asked why wasn't the withdrawal processed when the document was approved and my withdrawal was sitting at the top of the Queue, and the response was that everything was processed in the order it was put in the queue, and I had to wait.

I asked the live chat what had changed in the last few months that withdrawals were now taking way longer than ever before, and she could not and would not answer me. Said that as a chat worker, she did not have the answers or information and just kept hitting automated responses, saying paitence and have to wait for my turn and I asked again is the casino under different management or did they switch to a different finance company because something had changed and I wanted to know. She told me to email TonyBet to get ahold of someone higher up to get my answers. I sent the email 3 times, every single one ignoring the actual question and responding with the same automated message that the withdrawal would be processed in the order it came in.

Then this morning, I received a message asking me if I had a gambling problem and if I could support my habit and why, all because I asked if anything had changed within this casino and wanted to know why their withdrawals have gone from less than 2 hours to days later still having nothing.

I answered their questions, explaining that I don't have a problem and that I am well aware of the safer gambling tools. I mean, we are talking about minimal deposits, and I only cashed out a small amount, but because I had questions, they are now delaying my withdrawal and making up excuses not to pay me.

After responding to the email where they accused me of having a problem, I then received an email saying thanks for clearing up the matter and answering the questions. Then, after waiting and waiting and waiting for hours, I just wrote into live chats and asked if they had all the required information to process my withdrawal, and the agent came back saying that my request had been forwarded to a different department for processing, and she couldn't tell me anything.

I then emailed them asking if they needed anything else and asking why they were delaying my request when my account is fully verified, and they won't respond to me.

I'm frustrated this casino has completely changed the way it used to run.

Resolved

$160

delay with no explanation but have a wonderful day

I play at tonybet casino. Fully verified. No bonus, real money casino play only.

Balance of EUR 4.5k. Made withdraw of EUR 1.1k on 26-Feb-24. Casino keeps stalling, with no explanation, support keeps responding that the withdrawal is in the queue and it will be processed as soon as possible and "we wish you a wonderful day".

Resolved

€1,100

Multiple Withdrawal Failures and support chat has not been helpful

Dear Tony Bet Team,

I write this email to you with a deep sense of dissatisfaction and disappointment at your service. Over the past 4-5 days I have been trying to unsuccessfully withdraw my own funds to my account (under the daily limit of 3000 Euros).

Whilst there were absolutely no issues when it came to depositing the funds in the account using my Card details (Wise Bank), my withdrawal requests have been rejected over 20 times now with reasons like Card payment not going through, payment to be processed on IBAN - when I have tried the latter, the payments are not supported either and in fact the decline response is the same - payment not processed on card. I believe the team needs to do a better job of processing withdrawals. I have already shared all relevant details including my IBAN, Bank statements, Passport and all verification documents.

It is my earnest request to look into this matter urgently.

If you do not support particular payment types like the Card (which you accepted without any issues during deposits) and your Bank transfer for the corresponding IBAN is not supported either (Screenshot attached), suggest to help process my payment on another account or you resolve the issues on the existing account.

Your support chat has not been helpful at all with standard responses and this has been going on in a loop now.

Screenshots attached for reference.

Thanks
Utkarsh

Resolved

€3,000

Unable to get the account verified and the winnings at Tonybet

Dear all, since the 4th of November I'm trying to get my account verified at the Tonybet casino, as well as id like to get my winnings of 1508 CAD$.

I contacted multiple times the chat operators of Tonybet casino, without success, they keep telling me to be patient. Funny part or not so funny is, that the operator told me the right department is aware of that case already? But they don't have time to check out my documents?

Looking forward to get this done with your help AskGamblers. Players should be aware of such casinos like Tonybet.

Just headache and not really professional in my experience so far. Think twice where u put your money.

Have a nice day.

Resolved

Account closed without explanation and denied pending withdrawal

I made multiple deposits to this website which I can no longer access considering they have closed my account. I got my account verified successfully which I have proof of. I won’t 1200 dollars and at that time I chose to withdrawal in three separate payments. When I went to check the status of my withdrawal I noticed I had limited access to the site and reached out to their live support which I was told my account was “under review by the responsible department”. I reach out via email to their customer support team and this is the response I was given:

“We are contacting you in regard to your account status. Please be informed that the status of your account has been reviewed by the responsible department and the decision was made to subtract your remaining balance. Please note that your account will remain closed.

Stay safe and have a great day ahead!

Please do not hesitate to contact us if you have any questions.”

This is unacceptable and criminal considering they took my money and the minute I go to withdrawal they make the decision to close my account and give me absolutely zero reason.

Resolved

Waiting on withdraw to be processed

I have been waiting for multiple withdraws for almost a week from Tony Bet. I have reached out via chat to escalate which I am told it is but have not received any update as they still show in pending. Chat confirmed Guidelines say they should be processed 24-48 Hr I asked if I should change the method but chat said I had it correct. Total withdraw $10,000 CAD.

Resolved

$10,000

Tony bet wont verify me

I have a balance of €977 in my Tony Bet account. Ive been trying to get my account verified so I can withdraw for almost a year. Every time I send them the document they have requested, they ask for something else.

I sent the following-

*ID

*Several selfies with ID

*Screenshot of my neteller home screen

*Several bills/statements

*Proof of income (payslip)

They rejected my bank statement because it was sent through the post, they want a PDF. My bank won’t send me a PDF which I have explained to Tony bet time and time again. I don’t have online banking so I have to call the bank to get them to send me a statement through the post. This is supposed to be to prove my address, what better way to prove my address than a bank statement sent through the post? They now want me to send them proof that my bank won’t provide me with a PDF, everything has been done over the phone so I can’t send proof of this. They are dragging this out and asking for more and more documents to try to delay me getting paid. All these demands seem over the top considering I haven’t won more than €1000!!

Resolved

€977

Delayed payment of my money, changed terms

This casino has been delaying the payment of my winnings for over 48 hours.

I will list the rules of this casino:

3.2. Withdrawals:

All withdrawal requests are processed 24/7.
All funds that Customer has on TonyBet player Account will be credited to the Customer’s personal financial source. Withdrawals from the Account can be transferred back to the primary source which was used for depositing. In case Customer used more than one deposit method, the withdrawals will need to coincide with the deposited amounts from each of the payment methods used. All withdrawals are processed within 48 hours once the Customer's TonyBet Account is fully verified.

The screenshots I have provided will show that my payout has been delayed for more than 48 hours.
About this I have repeatedly mentioned support, to which they answer me with a phrase I will attach screenshots to this message.
I want the AGCCS BY team to help me solve this problem.
And I think that violating the rules on the part of the casino is not acceptable!
They have set themselves the framework to do the withdrawal of funds in 48 hours.

P.S.
This casino has carried out verification of my documents and have paid my winnings without delay, but after updating their rules they have changed everything.
Before the rules were updated, the payment came to my account for 1 hour.

Resolved

€1,470

Verification issues day 7 and $12k sitting in the account

Hello, I have my proof of address and ID verified however my proof of deposit is extending into more and more requests which I understand for anti money laundering laws. However I attached a few photos from the live agent which was clarifying that I need to send my latest deposit and I provided a photo and he deemed it as acceptable. It had my deposit, address and account number which is all that is required.

Later it got rejected and for the reason being they need 3 of the latest deposits from the same account on one screenshot. I used two different banking accounts as I'm limited to 3k of etrasnfers per day per account. So the last three deposits are with separate banks and can't screenshot them on a single photo. Under terms and conditions it dosnt state you aren't allowed to use multiple accounts only if you can verify that they belong in your name which they both do.

I have attached proof winnings and request that are unrelatistic to meet and at a stand still. Thank you.

Resolved

$12,000