TonyBet Casino

They wont give me the money

€5957

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!

TonyBet is delaying payment

€7027

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.

delay with no explanation but have a wonderful day

$160

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".

Multiple Withdrawal Failures and support chat has not been helpful

€1100

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

Unable to get the account verified and the winnings at Tonybet

€3000

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.

Account closed without explanation and denied pending withdrawal

$1508

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.

$1200

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!!

€977

Estadísticas de quejas

Resueltas 8

Cantidad promedio $ 2,789

Duración media de quejas 5 días

Tiempo de respuesta promedio 1 día

Reseña este casino

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Valoración del jugador

7.9/10 ● 136 revisiones

Mejores revisiones de nuestros jugadores

Msbuttery

1/10

Sent documents and after having to send proof of residence twice it was finally accepted
As each drop down box for verification documents showed as accepted I believed that my withdrawal would be processed. Waiting over a week for withdrawal I contacted on chat to be told thst extra information was required. Thst had not been requested before my withdrawal would be processed. The withdrawal was not a large one, I was withdrawing from site as the slow game play was irritating.
Previous to this carry on, I used PayPal payment to get the 200% and 100 spins offer. However I got the free spins it not the money bonus, on asking a out this in chat I was given some waffle about having to deposit more to be credited the rest of bonus. I should of stopped using the site then. I have never till now complained about a gambling website
Avoid.

Hi Msbuttery, Can you please elaborate what problems you faced via PM? From your review I didn't understand all the details. Cheers, Tom

TonyBet Casino hace 7 años

SJP

1/10

The welcome offer I was told I would get, but as below this wasn't honoured.

The customer service is pathetic, refusing to issue a refund on my deposit (not touched) and then cutting me off before I had finished talking.

They want me to deposit more money in order to get my original deposited funds back... Are they serious? This after providing documents they don't require as I passed the age verification check.

Offered me via an affiliate an offer then refused to honour it!

AVOID.

Hey SJP, Sad to hear about your bad experience. Can you please drop me a message with your username and brief description what happened? I will take care to solve everything. Cheers, Tom - Tonybet Casino manager

TonyBet Casino hace 7 años

Ganesh5

6/10

First of all joined this site today and saw they had great variety of games to play and registration was straight forward and also won a good amount which is wonderful.

Verification documents sent emailed me back stating it will take 72 hours for verification which is bit longer than other sites, and withdrawal pending for that long seems far too long.

Hello, Thank you for sharing your experience and for your positive comments about the game variety and registration process. We’re glad to hear that you enjoyed playing with us and that you were able to secure a nice win. Regarding verification, the timeframe of up to 72 hours is the maximum review period we provide to ensure that all necessary checks can be completed properly. However, in most cases, documents are reviewed much sooner, and our team always aims to complete the process as quickly as possible. Wishing you a pleasant day ahead.

TonyBet Casino hace 4 semanas

Stau67

10/10

First day Of playing I won 5000 EU.
No problem with verification and money are already in My account

No live chat. Sometimes slots slow down and jump over one sequence when its about to stop on free spins

Hello, Thank you for sharing your experience, and congratulations on your win! We’re glad to hear that the verification process went smoothly and that your withdrawal was successfully received. Regarding your comment about live chat, we would like to mention that our live chat support is now available 24/7, and our team is always ready to assist players whenever help is needed. Thanks again for sharing your feedback, and we wish you a great day ahead!

TonyBet Casino hace 4 semanas

tato1986

1/10

Very similar situation than with another casino that I shared on Ask Gambler. Terrible experience last year with Tony Bet. After winning a big amount of money (£15k) I put in place both wager limit and time out on my account to make sure that I would not be tempted to gamble this money again during the extremely slow withdrawal process of the website. Despite both tools in place on my account I was able to gamble and obviously lose all my gains before I was able to gamble and obviously lose my unprotected wins. Tony Bet even sent me an email Admitting that their wager limit tool was faulty and that the issue had been resolved, after I was able to gamble and lose all my money obviously!!! Tony Bet failed to comply with their responsible gaming and customer protection responsibilities. I therefore raised a complaint with both the UK Gaming Commission and The Ministry of culture and sport (in charge of the UK GC) hoping that justice will made, that I recover my unprotected gains and that other players don’t get fooled

Dear Jonathan, I admit that we had this temporary glitch and sadly your account was affected. We provided full information in details for UKGC about this case and fixed this issue ASAP. As part of our responsible gambling strategy, we always provide players with several options to restrict themselves for certain amount of time from the possibility to gamble. First and major option is temporary disabling of account for certain amount of time via your player profile or by asking our customer support to do this for you. I reviewed all your conversations with our customer support and find out that you didn't ask for it. After full investigation of your case, I came up with resolution, that after finding out that wagering limit failed, you proceeded to play and win significant amounts and filed a complaint only after you lost your remaining balance. Till that moment, your withdrawals amount was already 5 times higher than your deposits. We filed our internal investigation and provided it for UKGC together with your demands for 10k. GBP transfer not to file complaint against us and demand for 1k. GBP non wager bonus. Best regards, Tom - Tonybet Casino manager

TonyBet Casino hace 7 años

mikkie13

2/10

Slots work. Verification was very particular but got there eventually. Bonus confusing easy to enter the wrong code.

Terrible bonus system, made an error tried to contact them couldn't get answer, payouts and features on slots are poor. Small wins.

Hello, Thank you for taking the time to share your experience. We’re glad to hear that you were eventually able to complete the verification process, although we understand that it may sometimes feel quite detailed as we follow certain security and regulatory requirements. We’re sorry to hear that you found the bonus system confusing and experienced difficulty reaching support at the time. Bonus offers are subject to specific terms and codes, and our team is normally available to assist if any clarification is needed. Wishing you a pleasant day ahead.

TonyBet Casino hace 4 semanas

nomorerabbit

6/10

Good selection of games and they provide plenty of free spins to players.

I think they are a bit slow with withdrawals to neteller compared to other casinos. That's why I'm surprised to read a comment further down the page about withdrawal in a few minutes? Taken out many times and must always wait over 24 hours.

Hello, Thank you for sharing your experience. Regarding withdrawals, processing times may vary depending on several factors, including the payment method used and any necessary security or verification checks. While some withdrawals may be processed more quickly, others can take a bit longer depending on the circumstances. We always aim to process withdrawals as efficiently as possible and appreciate your patience. Wishing you a great day ahead.

TonyBet Casino hace 4 semanas

kriissyy12

1/10

Where do I start, got home from work and decided to check out if they were any good. Joined and put £20 in to dip my toes, deposit wasn't showing up and I asked why. Their reply was that because it was my first deposit it had to be checked by the security team to see if it was ok. I was annoyed because it was 1am and the guy was saying that there will be no one who can verify it until the morning. I thought maybe it wouldn't be so bad because at least I know I have a spare £20 for the weekend, contacted them in the morning to see why it still wasn't showing and they said I needed to provide ID so they can verify the account before returning the money. It literally says in bold red letters below the deposit section that any money deposited in someone else name will be returned to said account. This company is so bad they don't even follow their own rules.

Hello, Thank you for taking the time to share your feedback. Please note that, in some cases, initial deposits may be temporarily reviewed by our security team as part of standard checks designed to ensure account safety and compliance with our regulatory requirements. We understand that delays, especially outside regular working hours, can be inconvenient. Account verification may also be required before certain actions can be completed, including processing transactions or returning funds, as this helps ensure that payments are handled securely and sent to the correct person. Wishing you a nice day ahead.

TonyBet Casino hace 4 semanas

Guv2017

10/10

Good site will def be using going forward. Signed up today and uploaded all documents, deposited a bit and made little profit. Hopefully I don't experience any issues with my withdrawal or documents, so nothing negative to say so far.

Nothing so far. As long as there is no issues with my documents or withdrawal which there shouldn't be.

Hello, Thank you for taking the time to share your feedback. We’re glad to hear that your experience with Tonybet has been positive so far and that the registration and document upload process went smoothly for you. If you ever have any questions or need assistance regarding your account, documents, or withdrawals, our support team is always available via live chat or email. Thank you again for your feedback, and we wish you all the best.

TonyBet Casino hace 4 semanas

zayarphyo