Tonplay Casino

I am submitting this complaint because I believe the casino is incorrectly applying a wagering requirement from an old deposit to a completely separate, new deposit

Approximately one month ago, I made a deposit at the casino when the applicable wagering requirement was **2x the deposited amount*. Unfortunately, I lost the entire balance from that deposit\. My account balance eventually reached **$0.00. I had no remaining funds from that deposit

Last week, I contacted the casino’s support team and was informed that their wagering policy had since been updated. I was told that the requirement for deposits under the new policy was now **1x wagering** before the funds could be withdrawn

Based on this information, I made a **new and completely separate deposit on September 12*

At the exact time of this new deposit, my account balance was **$0.00** There was no remaining balance from my previous deposit and I had no funds available to continue wagering on the previous deposit\I had already lost the entire amount

I then wagered with my new deposit, won, and **completed the required 1x wagering requirement applicable to this new deposit”

However, when I attempted to withdraw my funds, the casino informed me that I still needed to complete the **2x wagering requirement associated with my previous deposit

I do not understand how this can reasonably be applied to my new deposit

The previous deposit was completely lost, and my balance had already reached $0\.00\. There was therefore no remaining balance with which I could continue fulfilling the old wagering requirement\. The new deposit was made separately, on September 12, under the casino’s updated 1x wagering policy, and I have completed that requirement

It appears that the casino is effectively carrying forward an unfinished wagering requirement from a deposit whose entire balance was already lost and applying it to a completely separate deposit made under a new policy

**I am therefore requesting that the casino review my account and remove the old wagering restriction from my new deposit and allow me to withdraw my funds

I would also appreciate a clear explanation from the casino as to:

1. Why a wagering requirement from a previous, fully lost deposit is being applied to a new and separate deposit
2. Why the new deposit is not being treated according to the 1x wagering policy that was in effect when it was made
3. How I was supposed to complete the previous wagering requirement when the entire balance from that deposit had already been lost and my account balance was $0\.00\.

I am happy to provide screenshots, deposit records, wagering history, and correspondence with support showing the policy change and the relevant transactions

I hope this can be resolved fairly and that my completed withdrawal requirement for the new deposit will be recognized

PS : I never withdrawn from this website before

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