TonyBet Casino - Výplata hráčovy výhry se zpozdila.

Requested a withdrawal from tonybet Canada on May 10th for $1200 and was requested to go through KYC which was fully verified on the same day and the withdrawal was released on the same day. made a subsequent withdrawal request for $1000 which was paid within 24 hours. On May 11th 5pm UTC hit a $50000 casino jackpot and requested a withdrawal of the daily limit of $4000 immediately and withdrawals of the daily limit for the next 4 days. After waiting for 48 hiurs for the first payment to be processed I started contacting customer service to wait I was constantly replied that the withdrawal is in the queue and to be patient. I was told I had already passed all KYC requirements. 50 emails and dozens of live chats later, the payment was finally processed 4 days after I made the request. The terms and conditions of the website state that all withdrawals are processed within 48 hours once the account is verified. Note that my account was verified before I made this withdrawal request.

During the waiting time and a lot of anxiety about pote tislly not being paid I continued playing and lost a significant amount of the funds I had won.

I have 2 complaints. First, tonybet did not comply with their terms and conditions to process the payment within 48 hours once the account is verified. Second, I beleive that they were deliberately holding on to the 50000 jackpot with the hope that I would gamble it away during those 4 days. Which is exactly what happened. I acknowledge it is my fault that I gambled the money but had I not been under such immense stress I perhaps would not have. It is unethical for tonybet to hold funds for this purpose. Customer service was not able to ever provide me a valid reason why the processing was taking longer than the required 48 hours. See attached for some backup documents.

I have copies of all the email communications if needed.

Dear Superboy100,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Superboy100,

Have you received your withdrawal from the casino yet?

Dear Superboy100,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.