TonyBet Casino - Игрок столкнулся с задержкой вывода средств из-за проблем с верификацией.

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.

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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