Hello, I've requested a withdrawal. They're asking me to verify my card. I've sent the authenticity certification issued by the bank given that my card is a BBVA aqua (the card doesn't have any written data, so it is of no use as it doesn't contain neither a name nor a number or anything, hence why I'm sending the authenticity certificate (every casino has accepted this before). They continuously reject the document and keep asking me to send a photo of the card, I've already informed them that my card has no data, yet they suggest I send a picture from the app, I've delivered the picture but neither BBVA's website nor app displays the name alongside the card.

The support team only keeps repeating for me to send a photo from the app with the name or photos of the card, I keep insisting that I can't send that as it doesn't exist, therefore they do not want to accept the authenticity certificate because they claim it doesn't show the expiration date of the card, (they can see it in the app screenshot) then they will notice it's the same card stated in the original authenticity certificate.

The problem resides in their refusal to accept the authenticity certificate that has been approved by all other casinos.

On top of this, they have disabled the chat, so now I cannot contact them at all.

I'm attaching a PDF of the chat transcription and the authenticity certificate issued by the bank

Hola, he solicitado un retiro. Me piden que verifique mi tarjeta. He enviado el certificado de autenticidad emitido por el banco ya que mi tarjeta es una aqua de bbva (la targeta no tiene ningún dato escrito, por lo que no sirve de nada ya que pone ni nombre ni numero ni nada, por eso mando el certificado de autenticidad (en todos los casinos me lo han aprobado). Me rechazan en documento siempre y me piden que envie foto de la targeta, ya les he dicho que mi tarjeta no tiene datos, pero me dicen que mande una foto de la app, mando la foto, pero en bbva ni en la web ni app sale el nombre junto a la tarjeta.

En soporte solo me repiten que les mande foto de la app con el nombre o las fotos de la targeta, no paro de repetirles que no les puedo mandar eso ya que no existe, así que no me quieren aceptar el certificado de autenticidad porque dicen que no pone la fecha de caducidad de la tarjeta, (eso lo pueden ver en la captura de la app) y veran que es la misma tarjeta que el certificado de autenticidad.

El problema esta en que no quieren aceptar el certificado de autenticidad que me han aprobado en todos los casinos

A parte de que me han deshabilitado el chat, y ya no puedo contactar con ellos.

Adjunto pdf de la transcripción del chat y el certificado de autenticidad emitido por el banco

Dear panet,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Tonybet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have all your other identity documents been accepted and verified by the casino?

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. We recommend the players comply with the instructions of the casino and send all the requested documents on time and in the correct format.

Could you please specify why are you unable to send the casino the photographs of your physical card? Would it be possible to send screenshots from your app showing that the card truly does belong to you?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear panet,

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.