I had used my cibc bank, but recently switched to my td bank recently. Over the past 2 days I only made deposits from my td card using premier interact e transfer. I have been trying to withdrawal winnings from this casino and have been denied 8x. They ask me to provide proof of payment, then a screen shot of the payment with my account number visible, which I sent them these and also a screen shot of the confirmation payment with all the details from my bank account etransfer... they keep denying me and demanding I prove payment using my old card for these deposits.. thats impossible! How am I supposed to prove a payment with a card I didn't use!! I have tried to explain this to them and they basically give me the run around... these photos below are the proof minus 1 photo which I provided of the full screen with my account number and the payment visible... they demand I provide payment from the red cibc card in the photo below which is impossible because I never used it... this should not be this hard or impossible to figure out and fix on their end... please help because I'm literally feeling like this is a scam now.

Dear KaylahR13,

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

Hi petronela,

I had sent in all their required documents asked for. Recently I have only been using the TD card, and this card is where the deposited money came from that contributed to the winnings in question. I have confirmed all required fields and they keep denying my withdrawl because they continue to ask me to provide proof of the recent deposits but that it has to be from my old card, which is impossible as I never made them with that card... I messaged many agents to explain this however they continue to keep me at a dead end. I no longer have access to cibc account as currently it is closed, and regardless I can't give them proof of payment from a account that I didn't use for the payment in question.

Thank you very much, KaylahR13, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello KaylahR13,

I will assist you with the complaint from now on. Please note, that the KYC might involve the verification of all the payment methods you used to deposit in the casino, not just the method used to generate recent winnings.

I would like to ask the representatives of Tonybet Casino to join the discussion in order to help us resolve the issue.

Tonybet Casino,

could you specify what documents are required from KaylahR13 to finish all the verification checks and proceed with the withdrawal?

I'd like to add that I told tonybet that I do not have access to the cibc account any longer, so to provide anything more than what I had for that specific account before ( which was more than sufficient yet still denied ) , would be impossible. I have provided more than sufficient evidence for the bank account I have been using as of recent and my only means of deposit which contributed 100% to the winning money in question

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I appreciate the response Tonybet, however this still doesn't help my problem. The issue being that you are requesting information for card ending in 9406, however I have been trying to reiterate that this account is closed and I no longer hand access to provide any information you want.. leaving a big issue if you can't seem to just delete this information and use the other provided information .

Hello,

Thank you for your quick response.

We can reassure you that the bank card you have mentioned has been successfully verified and the last bank account used has also been verified. However, we still require verification of the old bank account you have used in order to deposit. Could you, please, provide us a proof of bank account closure in order we could resolve an issue. Unfortunately, due to the Anti-money laundering regulations we are in need to verify all of the payment methods that have been used to make deposit to our platform. In your particular case, we are able to do so if you provide us a proof of bank account closure.

Kind regards

Tonybet

Hello KaylahR13,

Please let us know if you can provide the casino with a document of bank account closure or if you've already done so. Any news would be appreciated.

Dear KaylahR13,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.