Tooniebet Casino Ontario - El jugador aún no ha recibido las ganancias.

ive been with this casino for months. I had to verify to even start playing. I finally got a win of $1000. I requested a withdrawal on Sunday and was told within 24 hours or less it would be processed. Yesterday I spoke to a live agent and they said they would expedite it and I would get it less than 24 hours it’s now been two days and I still don’t have my winnings. To top it off now my deposit has also been « restricted by operator ». I checked the verification tab and nothing is needed. Looking online there’s several complaints about this casino and I just want my winnings at this point. Speaking to live agents feels like I’m speaking to bots , it’s the same generic answers over and over.

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 jenny178,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The issue is they keep telling me I will get it within 24 hours and now it’s 5 days later. They have also restricted my account where I cannot play any game , deposit or any further withdrawal. I’ve asked to speak to a manger and no one gets back to me.

Dear jenny178,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi.

still no withdrawal. It’s been two weeks. All they keep saying is that my account is still under review, after feeding me lies that I would get it within 24 hours since two weeks ago.

Dear jenny178, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

I have emailed you !

Why do I feel like nothing will be done from this . The casino is still dodging me and I still never got my $1000

Dear jenny178,

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, Martina (martina.b@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,

Attila G.

Dear jenny178,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Tooniebet Casino Ontario outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

recently I asked them to close my account and send me my balance of $1000 via Interac etransfer and they said they were working on it and still nothing

Dear jenny178,

so far I have not received any response from the casino. Once I do, I will let you know.

Please, should you have any news, let me know as well.

Thank you in advance

I have a feeling they will also give you the same under review excuses it’s been a month , which is beyond crazy how this casino has good reviews on "fast withdrawls"

they continue to respond to me with the same type of answers.

Dear jenny178,

I understand, that this is frustrating.

I have contacted the casino outside of this thread again, just via a different channel, So hope to get some answers.

Thank you so much for being patient.

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’ which may negatively affect its rating.

Dear All,

Thank you for reaching out to us. We'll check this and get back to you as soon as possible.

Kind regards,

Tooniebet Casino team

I would just like my $1000 withdrawl that I’ve been waiting for since December 14.

Dear Tooniebet Casino Ontario Team,

I am glad that the technical issues have been fixed and you can post directly to the thread.

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

I truly am shocked how I still have not received my withdrawal…. Toonie bet has such great reviews which is why I have an account with them and they have let me down it feels like a scam. Is this because it’s a large amount of $1000 that they don’t want to give me ?

Dear jenny178,

I totally understand how disappointed and frustrated you must feel.

However, as our standard complaint handling procedure is granting any party a certain time frame for a response, we need to allow this time to the casino. In a lot of cases an immediate response is not possible due to gathering the required information; that's why we have implemented the timeframes for a response. I have my fingers crossed the casino team will soon respond..

Dear All,

The previous withdrawal request was cancelled. We have reached out to the customer for their bank details. Once these are provided, we will submit a new request and prioritize its processing.

Kind regards,

Tooniebet Casino team

I have provided all details when asked to including documents requested and still it hasn’t been processed …

Dear All,

We requested additional documentation from the customer. This has been provided, and we are currently reviewing it.

Kind regards,

Tooniebet Casino team

Dear Tooniebet Casino Ontario Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

I received this email that it was processed but I do see it says returned to balance so just emailed to clarify What that means. If I receive the funds I will definitely update !

Dear All,

Kindly be informed that the payment of 1000 CAD has been processed from our side today using the bank details provided by the customer.

Kind regards,

Tooniebet Casino team

i have received my withdrawl ! Thankyou for everyone for helping me resolve this

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

Dear jenny178,

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,

Martina