TonyBet Casino - El jugador enfrenta retiros retrasados ​​debido a problemas de verificación.

Hello, good evening. I have a problem with this casino. Last year I opened an account here. I made deposits and everything was fine; I won, I lost, and I had no problems withdrawing money. I stopped playing for a while to take a break, and this year I returned to the site. I made a couple more withdrawals and had to verify my account. I sent my ID and proved my address. I used two payment methods: a bank transfer and, on one occasion, a credit card deposit from my Tenpo account via Webpay. They asked me to verify both methods with bank statements. The bank deposit method is fine, but they're giving me trouble because the credit card statement doesn't show my Tenpo account number. This Tenpo statement only shows the card number I used for the payment, but it doesn't reflect my account number. I called a Tenpo representative, and they told me that none of the documents they generate show the account number; the statements are only for credit cards. For this reason, Tonybet refuses to verify my account. I sent them my bank statement and payment receipt, but they still reject them and tell me I need to send a statement showing my account number (which they haven't provided). I also don't understand why they're asking for an account number if Webpay payments are made with credit/debit cards. Please help me resolve this issue, which has been causing me distress for several days.

Hola buenas noches. Tengo un problema con este casino. El año pasado abrí una cuenta en este casino. Deposite y todo bien, gane, perdí, las veces que retiraba dinero no tenía problemas. Por un tiempo deje de jugar para darme un respiro y este año retome la pagina. Retire un par de veces más y me tocó verificar la cuenta, envié mi identificación, demostré mi dirección. Yo utilice dos metodos de pago que fue transferencia bancaria y en una sola oportunidad hice un depósito con tarjeta de crédito de mi cuenta Tenpo por Webpay. Me solicitaron verificar los dos métodos con extractos bancarios, el método de depósito bancario no tiene problemas, pero me están poniendo trabas porque el extracto bancario de la tarjeta de crédito no tiene el número de mi cuenta Tenpo. Este extracto Tenpo solo muestra el número de tarjeta con la que hice el pago pero no refleja mi número de cuenta. Llame a un ejecutivo de Tenpo y me dicen que ningún documento generado por ellos presenta el número de cuenta, los extractos solo son de las tarjetas de crédito. Por esta razón Tonybet no quiere verificar mi cuenta, le envié el extracto, le envié la boleta del pago, aún así me los rechazan y me dicen que debo enviar un extracto en el que aparezca mi número de cuenta (el cual tenpo no lo proporciona), que de igual manera no se por qué piden un número de cuenta si los pagos por webpay se realizan con tarjetas de crédito/débito. Por favor ayúdenme a resolver este problema que me tiene angustiado hace varios días.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Flavio_Vega,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.

Please understand that the KYC (Know Your Customer) process is a very important and essential procedure. It ensures that funds are released only to the rightful account holder. As casinos are unable to physically verify each player’s identity in person, document verification is the only way to complete this process securely and in compliance with regulations. All reputable and licensed casinos treat KYC with great care, and it may take several working days to complete a thorough review.

To better understand your situation, could you please clarify the following:

• Have you successfully verified your account with the casino in the past?
• Besides your ID and bank statement, have you submitted any additional documentation to verify your Tenpo account?
• Have you contacted Tonybet’s customer support to discuss the matter and explore any possible alternative solutions?

We hope to assist you in resolving this issue as quickly as possible and look forward to your reply.

Best regards,

Petra

Hi Petra, the account is not yet verified. My identity and address are verified. To verify my account, we only need to verify the two deposit methods I used for payments (one is a bank transfer, for which I have already sent the documentation and it was approved, and the other is a Webpay credit card payment, which is the one I'm having problems with).

In addition to the Tenpo bank statement, I sent the transaction slip that the bank sends at the time of the transaction, including the transaction number. I even went further and sent a photo of my physical credit card, covering some numbers but showing only the first and last four digits. Even so, they tell me I need to send the statement showing my account number. I contacted Tenpo and spoke directly with a Tenpo agent, who told me they don't issue any documents with the account number, that statements only show your credit card transactions, and obviously, since I paid through Webpay (which is only used for credit/debit card payments), I don't understand why they're asking for something "impossible" like the account number, which is irrelevant because what's important is the credit card number, my name, and the transaction details.

I contacted customer service several times and explained the issue, but they tell me that the department responsible for verifying documentation requires a statement with my name, account number, and the transaction details, and they offer no solution. It seems they don't understand that I can't provide them with a document containing information that Tenpo doesn't include on the statement. Please help me find a solution.

Hola Petra, la cuenta aun no está verificada, mi identidad está verificada así como también mi domicilio, para verificar mi cuenta solo hace falta verificar los dos métodos de deposito con los que hice pagos (uno es transferencia bancaria del cual ya envié la documentación y fue aprobada y otro que hice por webpay con tarjeta de crédito que es con la que tengo problemas)

Además del extracto bancario de Tenpo envié la boleta de transacción que envía la entidad al momento de realizar la transacción con el número de operación, además fui más allá y envié una foto de mi tarjeta de crédito física tapando algunos números dejando ver los 4 primeros y 4 últimos y aún así me dicen que debo enviar el extracto dónde aparezca mi número de cuenta. Me comunique con Tenpo, hablé directamente con un agente de Tenpo, el cual me dice que no emiten ningún documento con el número de cuenta, que los extractos solamente llevan los movimientos de tu tarjeta de crédito, y obviamente, si pague por webpay ( que es utilizada solo para pagos con tarjeta de crédito/débito) no se por que me piden algo "imposible" como el número de cuenta que no viene al caso porque lo importante es el número de la tarjeta de crédito, mi nombre y la transacción realizada.

Me comunique con atención al cliente varias veces y les expliqué el asunto, pero me dicen que el área encargada de verificar documentación solicita ese extracto con mi nombre, número de cuenta, y la transacción realizada y de allí no me dan solución. Al parecer no quieren entender que no puedo entregarles un documento con una información que Tenpo no agrega en el extracto. Por favor ayúdenme a buscar una solución.

Thank you for your reply and for providing the previous details, Flavio_Vega.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I've attached screenshots of my email communication with the casino's support team. I explained several times that they're asking for an impossible document and aren't looking for a solution. It's my Tenpo account, it's my credit card, my information and the transaction are on the statement, but they want an account number that wasn't used in any transaction and that Tenpo doesn't issue on any document, neither to me nor to any of its customers. Please help me mediate with the casino and find a solution.

Le deje las capturas de pantalla de mi comunicacion por correo con el soporte del casino. Les explique varias veces que me piden un documento imposible y no buscan alguna solucion. Es mi cuenta tenpo, es mi tarjeta de credito, en el extracto salen mis datos y la transaccion pero quieren un numero de cuenta que no fue usado en ninguna trasacción y que Tenpo no emite en ningun documento ni a mi ni a ninguno de sus clientes. Por favor ayudenme a mediar con el casino y encontrar una solucion.

I received this email today, which says the same thing. They don't seem to understand that Tenpo doesn't issue any documents with account numbers. I've explained this to them dozens of times, and they keep asking for the same thing; the Tenpo bank statement doesn't show an account number.

Hoy me llego este correo, el cual indica lo mismo. Parecen no entender que Tenpo no emite ningun documento con numero de cuenta. Les he explicado esto decenas de veces y siguen pidiendo lo mismo, el extracto bancario de tenpo no muestra numero de cuenta.

Dear Flavio_Vega

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the TonyBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear TonyBet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hi Romi, good afternoon. After repeatedly submitting so much paperwork to Tenpo, they finally provided me with some documents showing my account number and proving the transaction with my Tenpo card. I also submitted a document I requested from Payku (the payment gateway through Webpay) that confirms the transaction. These documents were reviewed and approved (as shown in the document upload section). According to an email Tonybet sent me, I could proceed with the withdrawal once the documents were approved. I've already requested a withdrawal; it's just awaiting approval and the transfer of funds to my account. If everything goes smoothly, I'll mark the situation as resolved. I just need to wait for the payment to be processed and consider the matter closed, but I won't mark it as resolved until I receive the payment. I'll keep you updated on the resolution of the problem or if it persists.

Hola Romi, buenas tardes. Después de insistir con tantos papeleos a Tenpo, me suministraron algunos documentos que indican mi número de cuenta, y que demuestran la transacción con mi tarjeta tenpo. También suministre un documento que pedí a Payku (pasarela de cobros mediante Webpay) que indica la transacción. Estos documentos fueron analizados y fueron aprobados (asi aparece en la seccion donde uno sube documentos). Según un correo que me envió Tonybet, luego de que los documentos fuesen aprobados podía proceder a realizar el retiro. Ya solicite un retiro, falta la aprobación del mismo y la transferencia de fondos a mi cuenta. Si sucede de manera correcta y normal indicaré la situación como problema resuelto. Solo queda esperar que se haga efectivo el pago y dar por terminado el tema, aunque mientras no reciba el pago, no daré el tema como resuelto. Los pondré al tanto con la resolución del problema o si persiste.

Hi Romi, as I mentioned in the previous message, Tonybet support sent me an email saying that the documents I submitted would be reviewed and that once approved, I could make the withdrawal. The documents were approved, and I made the corresponding withdrawal, and what happened? They rejected the withdrawal, and the reason was that they're asking for the same documents I had already sent and that were approved. I've sent everything they've asked for, and they finally approved the documents, and now they're saying that

Are you asking me to send you the same thing? It seems like you're wasting my time and making me jump through hoops to withdraw my winnings. Please, I hope you can help me; I've been dealing with this ordeal for over two weeks now.

I sent screenshots of the email they sent me, the approved documents, and what they tell me through the customer service chat.

Hola Romi, como mencioné en el mensaje anterior, el soporte de Tonybet me envio un correo diciéndome que los documentos enviados serán revisados y que al momento de ser aprobados podía realizar el retiro. Los documentos fueron aprobados y realice el retiro correspondiente, y que sucedió? Me rechazaron el retiro, y el motivo fue que me estan pidiendo los mismos documentos que habia enviado y que ya están aprobados. He enviado todo lo que me han pedido y al final aprobaron los documentos, y ahora salen q

pidiendome que les envie lo mismo? Me parece que me están haciendo perder el tiempo y dando muchas vueltas para poder retirar mi dinero ganado. Por favor espero su ayuda, que ya llevo mas de dos semanas en esta tortura.

Envió capturas del correo que me enviaron, de los documentos aprobados y de lo que me dicen por el chat de atención.

Good afternoon. Yesterday I received an email from Tonybet support stating there had been a mix-up and that I was authorized to make withdrawals since the documents had been properly approved by the relevant department. I requested a full withdrawal of my balance, and it has already been processed and is in my bank account. I was able to provide the required documentation from Tenpo. Thank you to the Casino Guru team for taking the time to analyze each of my messages with professionalism and excellent communication. Therefore, I will mark the issue as resolved. Thank you all.

Buenas tardes. Ayer me llego un correo del soporte de Tonybet de que había habido una confusión y que estoy habilitado para realizar retiros ya que los documentos estaban debidamente aprobados por el departamento encargado. Solicite el retiro total de mi saldo y ya se hizo efectivo y lo tengo en mi cuenta bancaria. Pude demostrar lo que pedían con mis documentos de Tenpo. Gracias al equipo de Casino Guru por tomarse el tiempo de analizar cada uno de mis mensajes con profesionalismo y excelente comunicación. Por tal motivo, marcare el problema como resuelto. Gracias a todos.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Flavio_Vega,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi