TonyBet Casino - Hráč se snaží dokončit ověření účtu.

Good morning. I have a problem with this casino regarding account verification. They are asking me to send the document in PDF, but in the tab of this website where you have to verify the account, they do not accept this format. With that said to enter the chat and send the documentation there in that format that they would forward to the responsible sector. I already sent it twice and no response by email, and they said they would respond within 24 hours. As a result, my money is stuck without being able to withdraw. So I'm making a complaint on this channel so I can get a solution. I will attach the corresponding document to speed up this process. I can't send it in PDF format, so I'll send it in a screenshot.

Bom dia. Estou com um problema nesse cassino em relação à verificação de conta. Estão me pedindo para enviar o documento em PDF, mas na aba desse site onde tem para verificar a conta não aceitam esse formato. Com isso disseram para entrar no chat e enviar a documentação por lá nesse formato que eles encaminhariam para o setor responsável. Já enviei duas vezes e nada de resposta por email, sendo que disseram que dariam a resposta em 24 horas. Com isso fico com meu dinheiro preso sem conseguir sacar. Então estou fazendo uma reclamação nesse canal para que consiga ter uma solução. Irei anexar o documento correspondente para que se tenha uma maior agilidade nesse processo. Não estou conseguindo enviar no formato PDF, então mandarei em captura de tela.

Dear julioamancio081291,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thanks for the answer, but I already managed to solve it directly with the site.

Obrigado pela resposta, mas já consegui resolver diretamente com o site.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, julioamancio081291, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru