Tooniebet Casino Ontario - Povlačenje igrača je odloženo.

Hi, when i first played toonie bet I had $15000 in my balance I was able to withdraw $9000 but after that the $6000 was locked in the account "withdrawals restricted by operator" this made no sense to me and its since been just over 3 months since my funds have been locked. I've contacted the operator and i've been given the same response over and over "we are doing a specialized review on to the case", as shown in the image attached below. I've contacted igaming and they have since responded that tooniebet gave them the exact same response in the we are doi nga specialized review.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tooniebet Casino Ontario.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your option to withdraw winnings was blocked?
• Is your player's account verified?
• Have you made any previous payouts from the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

I was playing around early May, then I was able to withdraw $9000 in the first week, after that my account just got the withdrawal fully locked the week after

The account is fully verified

to get to the balance i just played blackjack,

I had got to my balance without the help of a bonus, Just strictly blackjack.

Thanks for the explanation.

Could you please share the email exchange you had with the casino's regulator regarding the complaint you raised?

Please send the initial inquiry and the most relevant responses you received.

Send the information to my email at tomas@casino.guru

I've submitted the email exchange

Thanks for your response.

Could you please clarify how much you deposited at the casino overall and how much you wagered overall?

You indicated that you wrote to the casino's regulatory body. Would you be able to provide the relevant communication to me?

I apologize for the inconvenience.

I've emailed you the information of our chat logs, but there is no option to check wager amount on tooniebet, I had deposited 3k to begin with and there is 6k still in my account, but just withdrawals locked.

Dear Gabby123,

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, Matej (matej.l@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,

Tomas

Hello Gabby123, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of Tooniebet Casino Ontario to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of why this player’s withdrawal request is being denied, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

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 Gabby123,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the iGaming Ontario and submit a complaint with them. To do this, please go to the https://igamingontario.ca/en/player/player-support and submit the complaint via online form. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej