TonyBet Casino - El retiro del jugador se ha retrasado y se han eliminado los fondos.

Dear canadianwinter18,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Martin,

Thank you for reaching out and for reopening my complaint.

To date, the licensing authority, the Kahnawà:ke Gaming Commission, has not issued a decision in this case. I have submitted a formal complaint to the KGC and followed up repeatedly by email and phone, but I have not received any written decision, reference number, or substantive update.

As the licensing authority has not responded, I respectfully request that Casino Guru proceed with its own assessment of the complaint based on the evidence available.

In particular, I ask you to consider your earlier comments that I had not acted in bad faith and that the situation appeared unfair. Even if Casino Guru’s assessment cannot compel TonyBet to pay, a clear finding that TonyBet’s conduct was problematic could encourage TonyBet to resolve the matter and would help warn other players.

If, after reviewing the evidence, you consider that TonyBet handled the matter unfairly, I would be grateful if the complaint could be classified accordingly and the appropriate black points or other consequences applied under Casino Guru’s process. I would also appreciate it if you would present that assessment to TonyBet and invite it to resolve the matter.

Thank you again for your assistance and for keeping this matter under review.

Dear Martin,

Thank you for your message and for reopening the complaint. We have also reviewed the player's most recent response.

For clarity, and consistent with our earlier correspondence: as far as we are aware, on 11 February the player received a response from EGIS-ADR (egis-adr.com), a company that reviews complaints as an appointed Approved Agent acting on the Kahnawake Gaming Commission's behalf. That review supported the actions taken by Tonybet. We acknowledge, as we noted previously, that this review was conducted through the applicable ADR process and does not in itself constitute a separate direct ruling issued by the Commission.

On the fairness perspective, we would like to be clear that our position does not rest on any allegation of bad faith. We do not dispute that the player may have acted in good faith, nor that the origin of the funds could be explained. The issue is that the relevant deposit reached Tonybet under an individual's name other than the player's, and our terms require that all transactions be conducted using a payment method registered in the player's own name (clause 4.3). This requirement stems from our regulatory and internal compliance obligations and is applied consistently to all players. Additional verification of the source of funds does not change the name under which the transaction was received, which is the fundamental issue in this case.

We recognise the player's cooperation throughout and respect Casino Guru's assessment process. Should the Kahnawake Gaming Commission issue a formal and binding decision or instruction that differs from the review already conducted on its behalf, we will review the case accordingly and act in line with such a ruling. In the meantime, our position regarding the use of a payment method not registered in the player's name remains unchanged.

We appreciate your understanding and remain available should any further clarification be required.

Kind regards,

Tonybet Team

Dear casino representative,

thank you for your response and outlining your view of the issue.

Dear canadianwinter18,

Thank you for the update.

I still continue to believe the best way to proceed is to wait for the decision from the authority.

However, before we close the complaint again as "Waiting for Regulator," could you please provide any confirmation showing that the Kahnawà:ke Gaming Commission is actively handling your complaint separately from the EGIS-ADR review mentioned by the casino? This could be an acknowledgement from the Commission, a case reference, or any other response confirming that the matter remains under consideration.

If you have received no confirmation at all, please let us know.