Summary: I won £5600 playing slots on my first and only TonyBet account. I did not take nor use any bonuses. The casino has refused to pay out, citing duplicate account terms and syndicated/robot betting (which is not, and cannot, be the case- this being my only account with the operator). Full details below:
On 13/08/2019 I deposited £750 to Tonybet, and played some slot games. I didn't take any bonuses. After playing a game called Tahiti Gold, I hit my biggest win ever, a return of around £5600 on a £10 spin. I immediately provided all requested ID documents so they could process my withdrawal. I was informed today that all of my winnings had been voided, and my deposit only would be returned to me. They emailed me with the following:
We would like to inform you that an investigation of your Tonybet account was performed and related account were found. As a result of this, the decision was to cancel your placed bets, to return your initial deposit and to close your account permanently.
According to our Betting Regulation:
2.2.1. You are responsible for providing correct personal and contact information (name, address, telephone number, e-mail address, etc.) and updating the same from time to time. Operator reserves the right to request further information, even after registration of an account, in order to avoid the abuse of the same account, a credit card, a bank or e-wallet account, etc. You must enter all mandatory information requested into your registration form. In particular, your name, address, and other contact details such as e-mail address, place of residence, relevant payment information. It is your sole responsibility to ensure that the information you provide is complete and correct and you hereby warrant to Operator that the information provided is complete and correct. You are hereby notified that Operator carries out verification procedures, whether itself or through third parties on Customers registering an account. You may be requested to provide Operator with further documents. Your account may be blocked or closed if you do not provide requested information or documents or if such information or documents you supply are found misleading.
My response: All information I provided is correct, and I have provided all requested information/documents.
2.2.3. Operator reserves the right to forbid that different account holders from the same household (i.e. same IP address or same residence address) and/or family are betting on the same event/event outcome, including the betting on the same event/event outcome in different combination bets, to avoid the Rules and/or exceed applicable limits.
My response: No other users from my household placed the same bets/on the same event outcome as me. I won on casino and casino only.
2.2.4. Operator prohibits Customer collusion and takes active measures in prohibiting any use of robots or other devices that distort the normal game. Operator does not accept bets when it is likely that customers are acting in agreement, or as a syndicate. When syndicated bets are discovered, we reserve the right to cancel these bets. Fraud, or attempts to commit fraud, or violation of the Rules may lead to reduction of betting limits, closing of accounts, confiscation of winnings, return of deposits or remaining balance, as the case may be (subject to reasonable charges), and/or cancellation of all placed bets (even decided bets). TonyBet also reserves the right to take legal action against the customer or customers involved in such fraudulent behaviour.
My response: Once again, I placed no bets that won/lost. I committed no fraud/bonus abuse, just won some playing casino, without using any robots - these are slots after all!
You will get confirmation from our Payments Department once the withdrawal of your deposit is proceeded.
They have no rules about two accounts from the same household (they might be referring to a friend of mine who placed bets with them a while ago from my apartment and recommended the site to me) - just placing identical bets on the same event/outcome - of course, this wasn't the case, as I was playing slots.
I am satisfied that Tonybet, or any other operator for that matter, cannot withhold winnings from casino games when there is no duplicate account present (this is my first, and only account with the company), there is no bonus abuse present (i didn't take/use one), nor is there any syndicate/robot activity present.
I played slots honestly, using cash, and of course, could have no influence over the outcomes. Only when I withdrew was I told all winnings would be void- dare I ask whether they have been regularly closing losing accounts and refunding all deposits made? This seems to me to be a clear case of attempting to withhold payment without proper reasoning and goes against many of their license conditions. If they have IP-linked me to another account because of a friend playing weeks/months ago while logged into my WiFi, is this grounds to void any winnings/refund deposits only; and can they provide any term that shows that they only allow one *account* per IP - rather than free bet promotion, or bet on the same outcome to circumvent betting limits?
I hope this case is as simple to determine in my favour for you as it is me. If you require any ID documentation from me please let me know ASAP, and I will send this on immediately.
Thank you for your time.