Hi,

I’ve been trying to verify my account for months now, but I keep running into issues. Every time I upload the requested documents, they get rejected, and I’m asked to upload the same ones over and over. The last time I submitted everything, I was told I’d get an email, but I still haven’t received anything.

It’s been over two weeks since then, and when I contact support, I’m told to just wait a little longer. I feel like enough time has passed, and my account should have been verified by now and my money sent to me.

Dear bananagray00,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Hi,

Yes, I have uploaded and sent them all documents multiple times now. They so far requested a passport, proof of address for which I sent my bank statement, I also sent them my skrill information, my payslips, bank statements where they can see my salary. They also requested a selfie with passport and my tax document which I also sent. Last time I chatted with them was yesterday via their live chat support and they again for the fourth time asked for my document that proves origin of funds and again I sent them my payslips and statements where those transactions are visible and yet I am still not verified. This ongoing back and forth is extremely frustrating, and I feel as though my time and effort are being wasted. They are really trying to make a fool out of me, asking for the same documents over and over.

Thank you very much for your reply, bananagray00. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi,

I sent the transcripts of conversations between tonybet and me to the email you provided me with.

Thank you very much, bananagray00, for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear bananagray00,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite TonyBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear bananagray00,

We have reviewed your case and would like to inform you that we have requested Enhanced due diligence which has not been provided. Therefore, we would like to ask you to request a withdrawal of your remaining balance. After the withdrawal is processed your account will be closed as per management decision as of term and conditions you have agreed with during registration:

2.13. Tonybet reserves the right, at its own discretion, to:

2.13.2. close an existing User Account in the event that the User is reasonably suspected of having engaged in fraudulent or unlawful conduct, conduct which is in breach of these Terms & Conditions or if that Your betting behavior represents an unacceptable risk to Tonybet;

Kind regards,

Tonybet

Dear TonyBet Casino, thank you for such a prompt respond.

Dear bananagray00, can you please confirm, that you have asked for the withdrawal? So we know, when to expect the casino to have some answers.

Thank you

Hi,

Yes I have made the withdraw and the money came in as well. Thank you so much for your help.

Dear bananagray00,

I am so glad to hear that!! We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

www.kpvfaw.com