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I am reaching out to express my concern and seek a resolution to a problem I have been experiencing regarding the withdrawal of funds from my account.

I have followed all necessary steps to complete the verification of my account, supplying the required documentation to ensure that my account is fully verified. However, I have encountered a hurdle in the verification process related to the deposit receipt.

In total, I have submitted three different deposit receipts, all from different banks. Despite my best efforts and providing all requested details, I have not succeeded in getting this particular document verified. I understand the importance of this step and I am committed to providing necessary information to ensure complete and accurate verification.

Regrettably, I have no control over the information included in the deposit receipt, as it is generated by the bank. I have sought to contact my banking entity for additional information, but I was informed that the information provided in the receipt is the only available and they cannot alter it.

I kindly ask you to review my case again and consider accepting the documents I have provided so far. I am more than willing to cooperate in any additional measures that may facilitate the verification process and therefore allow for the withdrawal of funds from my account.

I appreciate your prompt attention to this matter and trust that we can resolve this situation satisfactorily. I thank you in advance for your help and cooperation.

I look forward to your early response.

Me estoy poniendo en contacto con ustedes para expresar mi preocupación y buscar una solución a un problema que he estado experimentando con respecto a la retirada de fondos de mi cuenta.

He seguido todos los pasos necesarios para completar la verificación de mi cuenta, proporcionando la documentación requerida para asegurar que mi cuenta esté completamente verificada. Sin embargo, he encontrado un obstáculo en el proceso de verificación relacionado con el comprobante de depósito.

He enviado en total tres comprobantes de depósito distintos, todos ellos provenientes de diferentes bancos. A pesar de mis esfuerzos y de proporcionar todos los detalles solicitados, no he logrado que se apruebe la verificación de este documento en particular. Comprendo la importancia de este paso y estoy comprometido a facilitar la información necesaria para garantizar una verificación completa y precisa.

Desafortunadamente, no tengo control sobre la información incluida en el comprobante de depósito, ya que es generada por el banco. He intentado contactar con mi entidad bancaria para obtener información adicional, pero me informaron que la información proporcionada en el comprobante es la única disponible y no pueden alterarla.

Les ruego que revisen nuevamente mi caso y consideren la posibilidad de aceptar los documentos que he proporcionado hasta el momento. Estoy más que dispuesto a colaborar en cualquier medida adicional que pueda facilitar el proceso de verificación y así poder retirar los fondos de mi cuenta.

Aprecio su pronta atención a este asunto y confío en que podamos resolver esta situación de manera satisfactoria. Agradezco de antemano su ayuda y cooperación.

Quedo a la espera de su pronta respuesta.

Dear Joacoiturra,

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 take 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?
• How many payment methods did you use to deposit funds into your account?
• Have you provided all the other personal documents to verify your identity?

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

Good afternoon, answering your questions.

1) Yes, it is the only barrier to withdrawing my winnings.

2) I used 3 methods, Skrill and Banco Estado have been approved. Still I can't withdraw.

3) If I have provided all other documents that have already been approved, ID and address.

I have been providing all the data that is needed and within my reach all these days and yet they continue to reject it.

Greetings.

Buenas tardes, respondiendo a sus preguntas.

1) Sí, es la única barrera para retirar mis ganancias.

2) Usé 3 metodos, han sido aprobado Skrill y Banco Estado. Aún así no puedo retirar.

3) Si he proporcionado todos los otros documentos que ya han sido aprobados, ID y cuenta con dirección.

He estado todos estos días proporcionando todos los datos que se necesitan y estan dentro de mi alcance y aun así siguen rechazándomelos.

Saludos.

Thank you very much, Joacoiturra, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Joacoiturra,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear TonyBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what was the reason for rejecting the player's document provided as proof of payment methods?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear player,

First we would like to sincerely apologize for the inconvenience caused during the verification process. It is never our intention to postpone the withdrawal process.

We have reviewed your case and as we can see your withdrawal request is rejected due to the 2 more depositing methods were not verified yet.

The payment methods in question and explanation on what needs to be provided are:

- Webpay+ Alps Deposit Proof: a bank statement or screenshot of your bank account used for the deposit at Tonybet with your full name, bank account number and transaction made at Tonybet visible;

- Mach Deposit Proof - We need to receive two screenshots. The first must be a screenshot where the account holder's name is visible and the second screenshot must be with the deposit to TonyBet visible. On the deposit screenshot, the transaction number should also be visible.

Once we will received the following proofs we will release your withdrawal.

Kind regards,

Tonybet

Thank you, TonyBet Casino, for the explanation.

Dear Joacoiturra, please let us know if you're able to provide the casino with the requested documents to verify your payment methods so that they can proceed with the withdrawal.

I have already given them more than 5 different tests and they keep rejecting them. I give them exactly what they ask for, webpay tests and mach payment tests. If they are going to keep rejecting them, why do they keep asking me for them? Thank you

Ya les he otorgado más de 5 pruebas distintas y me las siguen rechazando. Les doy exactamente lo que solicitan, pruebas webpay y pruebas de pago de mach. Si me las van a seguir rechazando para que me las siguen pidiendo? Gracias

Dear Joacoiturra, would you mind sending those bank statements/screenshots you submitted to the casino to me as well so that I can understand what is the issue here? My email address is natalia.b@casino.guru, thank you.

Dear Joacoiturra,

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.