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I am submitting this formal complaint against TonyBet for unfair and misleading business practices, specifically the wrongful confiscation of my legitimate winnings under deceptive bonus terms.

Background of the Issue

I made a deposit on TonyBet and received a "Second Deposit Casino" bonus.

I played blackjack and won $3,500 using my real money balance, NOT bonus funds.

TonyBet confiscated all my winnings, citing a rule that states bets cannot exceed $5 while a bonus is active.

They argue that even my real money winnings are subject to this restriction, which is misleading and unethical.

Why This is Unfair & Misleading

The Rule is Designed to Trap Players

TonyBet allows users to deposit up to $1,000 with a 100% bonus, but quietly enforces a $5 betting limit across all games when the bonus is active.

This restriction is not made clear upfront and is deliberately designed to cause unsuspecting players to unknowingly void their winnings.

They Confiscated Winnings From Real Money Bets

I did NOT use bonus money to place my blackjack bets—these were from my deposited funds.

TonyBet treated all my winnings as "bonus winnings" simply because a bonus was active, even though the actual bets were made with my own money.

This is an unreasonable and deceptive policy that effectively allows them to confiscate winnings at will.

Failure to Address the Issue Properly

I contacted TonyBet multiple times, explaining that my winnings came from real money bets.

They refused to acknowledge this point and continued to provide generic responses, citing their terms without properly justifying the confiscation.

Dear BenHabs27,

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

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

• Could you please share what promotion you participated in and what were its associated rules?
• Could you please share with me your communication with the casino regarding the allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hey Tomas,

Thank you so much for looking into my case. It was the Second deposit casino Bonus.

I just emailed you our entire conversation.

Thanks again,

Ben

Thanks for your message.

Could you please advise whether you completed wagering of the second deposit bonus, or have you canceled it before requesting a refund?

Hey Tomas, I'm pretty sure I completed them.

Thanks,

Ben

Thanks for your patience.

Could you please explain whether you viewed your balance separately as real money and bonus money when playing?

How did you identify the winnings from blackjack were real money from your point of view?

Yes, I viewed my balance separately, and my bet history clearly shows that I never used the bonus funds. I started playing blackjack with my deposited real money before even touching the bonus balance. At no point did my balance drop low enough to dip into the bonus funds.

The winnings from blackjack were real money because they came directly from my deposited funds, not from any bonus bets. If I had used bonus money, I would understand the restriction. But in this case, I was betting with real money, winning with real money, and then suddenly being told my winnings don’t count just because a bonus was sitting in my account.

If your system automatically applies restrictions to all funds just because a bonus exists—even when it’s not used—then that’s incredibly misleading and unfair. That’s what I want a clear answer on.

Thank you very much, BenHabs27, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you Tomas!

Hello BenHabs27,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and there are a few points that I have to mention. While I understand that you have played with your real money funds only, this is quite understandable because the real money is used first anyway. The casino has this stated in its bonus T&Cs:

1.18. When using an activated bonus, real money from the player's account is wagered first and then bonus money is wagered.

You do understand that each bonus can have its specific rules right? Have you read the bonus terms and conditions and understood them? Have you cancelled the bonus when you played the Blackjack?

I will contact the casino to shed more light on this matter and to see how I can help.

We would like to invite TonyBet Casino to join the conversation.

Dear TonyBet Casino,

I would appreciate it if you could send me the complete game log for the player at michal.k@casino.guru While it's true the player had an active bonus, I am curious as to why the maximum bet limit was not automatically applied by your system? As the player has played Blackjack, this game is set to not contribute to the bonus wagering; thus, the player did not gain any unfair advantage playing this game, especially when they have not utilised the bonus funds at all. I would greatly appreciate any insights or clarification regarding the factors that may be influencing the situation and why the "real money gameplay" should fall under the bonus rules when the actual bonus funds were supposedly untouched. I look forward to your clarification.

Thanks for looking into this Michael, I truly appreciate it.

I completely understand that when a bonus is active there is a $10 betting limit. However, my issue is that I never played with the bonus funds—only my real money. The casino’s own terms state that real money is used first, so at no point was I using an ‘active’ bonus while making my blackjack bets.

If TonyBet considers a bonus ‘active’ the moment it is credited to an account—even if no bonus funds have been used—then that is extremely misleading. Nowhere do they make it clear that all funds (including untouched real money) will be locked under bonus restrictions just by having a bonus in the account.

If their intention is to enforce a $10 bet limit on all money in the account, then they should explicitly state that in their terms. Otherwise, they are creating a deceptive system where players unknowingly forfeit legitimate winnings.

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.

Hi Michal,

We have reviewed the case, and we can see that the player actually has placed bets on more than 10CAD. Therefore, the winnings were confiscated.

Regarding the Live games, players can actually use the bonus funds in those games, however, the bets will not be counted towards the wager, although maximal bet rule still takes place even during player playing Live Games. 

Kind regards,

Tonybet

Thank you for the response, TonyBet Casino. I have sent an email and am currently looking forward to your clarification regarding my inquiries.

Dear BenHabs27,

I have also sent you an email and am looking forward to your reply.

A reply was sent.

Thank you for providing me with the necessary information, TonyBet Casino.

Dear BenHabs27,

I have provided you with our point of view on the situation. As mentioned in my email, the casino team has acted in accordance with their established rules, which you agreed to when registering your account and claiming the bonus.

Please let me know if I can consider your case clarified/addressed or if you need assistance with anything else.

Thank you for taking the time to clarify the casino’s position regarding my case. I appreciate the detailed breakdown of the situation and the explanation of the applied rules.

However, I would like to respectfully request a reconsideration based on the following points:

While I acknowledge the rule regarding maximum bets with an active bonus, I was not explicitly warned at any point that I had exceeded this limit. Many casinos implement real-time warnings or automatic bet restrictions to prevent unintentional breaches. In my case, the system allowed the bets to be placed, which could reasonably lead a player to assume compliance.

I played in good faith, assuming that my real money balance was being used first, as per the casino’s stated rules. Given that real funds are prioritized over bonus funds, it was not immediately clear that my gameplay was violating any conditions. Had I been made aware of this sooner, I would have adjusted my bets accordingl

– I fully understand that casinos must enforce their terms and conditions. However, a complete forfeiture of winnings seems excessively harsh, particularly when no ill intent was involved. A more reasonable approach could be a partial adjustment or a warning before enforcing such a strict penalty.

Given these factors, I kindly ask the casino team to reconsider whether an alternative resolution could be reached, such as reinstating a portion of my balance. I sincerely hope for a fair and balanced resolution, as I have always supported responsible and transparent gaming.

I appreciate your time and consideration, and I look forward to your response

Dear BenHabs27,

I appreciate your efforts to express your perspective on this matter. While you certainly have the right to your opinion, it's important to note that the casino team has followed their established guidelines in regards to playing with an active bonus, which you agreed to when you claimed the bonus. Ultimately, it is at their discretion to determine whether they will revisit their decision. I will wait for their reply and will later close this case appropriately.

Dear TonyBet Casino,

Is there any possibility of accommodating the player in any way?

Dear player,

We are sorry for the wait. However, we have reviewed your case and by consulting with relevant parties we have made a decision to reissue the Second deposit bonus to your account as an exception without a need to make a qualifying deposit. Keep in mind that the same terms and conditions apply as for Second deposit bonus, except the need of qualifying deposit.

Your bonus is waiting for activation in your profile.

Kind regards,

Tonybet

Thank you for your response, TonyBet Casino.

Dear BenHabs27,

I can imagine the offer from the casino is not entirely what you have hoped for, but it’s worth noting that the casino was under no obligation to provide anything, so I hope you can see this as a positive gesture on their part. At this point, I believe this is the best possible outcome, and I don’t foresee any further options being available. Please let me know if I can proceed to close this case.

I appreciate the gesture from TonyBet, but their attempt to make things right is nowhere near enough to regain me as a customer. While I acknowledge their effort, my experience with them has been nothing short of horrific.

In the meantime, I will be sharing my experience on various forums to inform others about what I went through. However, if TonyBet truly wants to make this right, I am open to discussing a proper resolution—at which point I will consider taking down my posts.

Best,

Ben

Also thanks for your time Michal, it's a shame they were not willing to do more, but I appreciate everything you guys did.

Dear BenHabs27,

I understand that you were hoping for a different resolution regarding your complaint. However, as I have detailed in your game log through email, the maximum bet limit during your wagering was indeed exceeded while the bonus was "fully active." This breach of rules done by you has impacted the wagering conditions associated with the bonus. The casino team has acted in accordance with their established rules, which you accepted when you created your account and claimed the bonus.

There was no misconduct on the part of the casino; in fact, they demonstrated goodwill by providing you with a bonus despite your previous rule violation.

I encourage you to review the rules for each bonus before claiming it, and if anything is unclear to you, please don’t hesitate to contact casino support for clarification.

With that said, I will now close this complaint as unjustified. Should you face any further issues with this or any other casino, please feel free to reach out to us again. We will try our best to help.

Best regards,

Michal

Casino Guru