Tonybet delaying payment of winnings due to intrusive SOW

oliviabrooks1

Newbie member
Joined
Mar 31, 2021
Location
uk
Hi,

I signed up to Tonybet casino, and over the course of around 2 months, deposited £1800 there. I was mostly losing, and then one day won £700, and put in a withdrawal request.

Instead of processing the withdrawal, Tonybet first wanted ID. Fine, it was provided. Then they came back wanting a picture of my debit card. Again, I provided it. Then they said I 'had' to fill in a questionaire about my income and responsible gambling. Getting rather annoyed at this point, I told them I knew this was stalling tactics, and it's against licence conditions to require documents as a condition of withdrawal that could have been asked for previously. They ignored it, so eventually I filled in their questionaire.

Now they've come back and wanting my PAYSLIPS. All this to process a £700 withdrawal when they've had £1800 from me already. I told them to shove it, and have referred the matter to IBAS. Tonybet are claiming they can just keep the money unless I provide everything they ask for as in their 'terms and conditions' it states basically, they have the right to ask for anything they deem fit, however I know terms and conditions can be ruled unfair.

I'm not under any circumstances providing them copies of my payslips. It's a step too far. Do they have any right to arbitrarily hold my money? They were quite happy to accept my supposedly 'suspicious' money so long as they were winning it! Is it likely IBAS will tell them to pay up? This is a small amount for a large casino, it's not like I won £50k or whatever.
 

tumble

Newbie member
Joined
Oct 10, 2020
Location
UK
Similar problem here except for deposits. Logged in the other day and couldn't deposit. Went on chat and they said they needed proof of income, employment proof etc.
I've won and lost on the site over the last year but overall i'm about even. I did the whole ID/Bank card thing when i signed up and signed something that said I was happy with my play/deposits recently. I've closed my account which is a shame as I like the games choice on there.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Admin note: changed title from "Tonybet wanting ever increasing amounts of documents to process a relatively small withdrawal" to "Tonybet delaying payment of winnings due to intrusive SOW" - it's a bit more concise and to the point. :D

Sorry to hear of this. It seems like this is not being managed well at all by Tonybet.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Unfortunately, we have no rep from Tonybet. And good luck with IBAS. And good luck getting through this "source of income" mess. Players in the UK are over a barrel on this one.
 

oliviabrooks1

Newbie member
Joined
Mar 31, 2021
Location
uk
Does anyone know what happens in the end? Can they actually just keep money for their CEO's Christmas party? Surely not? If they have suspicions I'm a terrorist or drug pusher (lol) then shouldn't the money be handed over to the police who will decide what to do with it? Why does Tonybet get to keep it? This would surely make them complicit in fraud/money laundering/whatever it is they're accusing me of, if they're basically happy to add 'dirty funds' to their balance sheet?
 

Mmaginn3492

Newbie member
Joined
Oct 2, 2020
I had this issue with Videoslots a few weeks ago. They insisted on more and more documentation, I had a £800 pending withdrawl. Like yourself, I just wanted my money. I did send the documents, but in the end they were taking days upon days to verify my SOW documents even with countless online chats and emails. In the end, I asked for my account to be closed and received the funds to my bank account 3 working days later. Good luck, I hope you get it sorted!
 

neilw

Moderator of Live Games forum
Staff member
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Feb 11, 2013
Location
Kent - England
Just give them your payslip, no one really cares how much you earn. Why put yourself through all this stress. Give them what you want, get your money and then decide if you really want to close your account and go through all this again with another casino. Life is too short for this sort of stuff to really matter.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Just give them your payslip, no one really cares how much you earn. Why put yourself through all this stress. Give them what you want, get your money and then decide if you really want to close your account and go through all this again with another casino. Life is too short for this sort of stuff to really matter.
Thats extremely shortsighted, as then they start asking for bank statements and ID from other people, and various other things, and thats assuming you have payslips to provide.
Casinos should not be allowed to withhold withdrawals for this, do it without a withdrawal being held hostage.
 

Sovietsky

Experienced Member
Joined
Oct 2, 2012
Location
Swe
Still sending documents in 2021.... I'm happy that Sweden have moved forward. Bankid should be enough.
People that think sending documents and additional documents is s good thing, what is your argument?
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Still sending documents in 2021.... I'm happy that Sweden have moved forward. Bankid should be enough.
People that think sending documents and additional documents is s good thing, what is your argument?
I don't agree at all with the way casinos do SOW, but how does bank ID show affordability or if a customer is using legitimate funds?
 

Sovietsky

Experienced Member
Joined
Oct 2, 2012
Location
Swe
I don't really understand the question, so I must prove that my money in my bank account is legit?
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
I don't really understand the question, so I must prove that my money in my bank account is legit?
No but under anti money laundering legislation casinos (in the jurisdictions covered by it) have to, legally, show that they were satisfied the money was legitimate, if there were, or should have been, grounds for thinking the customer was at a high risk of being involved in criminal activity. Same with responsible gaming, if there are concerns, then affordability should be checked. I don't understand how bank ID could do that.
 

neilw

Moderator of Live Games forum
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Location
Kent - England
Thats extremely shortsighted, as then they start asking for bank statements and ID from other people, and various other things, and thats assuming you have payslips to provide.
Casinos should not be allowed to withhold withdrawals for this, do it without a withdrawal being held hostage.
I don't like the way that a lot of the casinos do SOW and doing it at the point of withdrawal is wrong. IMO they should do this before they even take a deposit - that would at least encourage them to do it quickly and efficiently - if they drag their heels or make it difficult then as a player you just move on and find somewhere else. But we are not there yet.

The OP should do what it takes to get their money - going to IBAS etc is going to achieve nothing but further delay.
 

Sovietsky

Experienced Member
Joined
Oct 2, 2012
Location
Swe
My bank has a responsibility to discover and stop money laundering, they work with other banks, police and organisations.
The responsible gambling we have "spelstopp" and it closes you from all Swedish gambling sites.
 

oliviabrooks1

Newbie member
Joined
Mar 31, 2021
Location
uk
Just give them your payslip, no one really cares how much you earn. Why put yourself through all this stress. Give them what you want, get your money and then decide if you really want to close your account and go through all this again with another casino. Life is too short for this sort of stuff to really matter.

I don't believe they have any intention of paying with or without a payslip, since each time I've 'given them what they want' they pop up with more 'requirements'.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
My bank has a responsibility to discover and stop money laundering, they work with other banks, police and organisations.
The responsible gambling we have "spelstopp" and it closes you from all Swedish gambling sites.
ok, so do UK banks. However, legislation means that casinos have to do the same checks.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
I don't like the way that a lot of the casinos do SOW and doing it at the point of withdrawal is wrong. IMO they should do this before they even take a deposit - that would at least encourage them to do it quickly and efficiently - if they drag their heels or make it difficult then as a player you just move on and find somewhere else. But we are not there yet.

The OP should do what it takes to get their money - going to IBAS etc is going to achieve nothing but further delay.
Well legally they can't just hold the money, they are supposed to submit a SAR and wait for permission to pay, or just pay, if a customer refuses.
 

oliviabrooks1

Newbie member
Joined
Mar 31, 2021
Location
uk
Update: I went to IBAS, who told me to get a final response letter from TonyBet. I asked Tonybet for this, and they said I had to log an 'official' complaint first, and they'd reply within two weeks.

I made my complain 'official', stating quite clearly that after 2 weeks I expected a deadlock letter to take to IBAS, and today Tonybet have contacted me, saying they'll pay up. To be fair, the money was in my bank account a few minutes after that email.

Tonybet at the same time closed my account, saying if I wish to reopen it they'll need SOW documents. However I've obviously no intention of playing there again, so I consider the matter closed.

While they did eventually pay up, it was only with the threat of an imminent IBAS investigation. I doubt I'd have got the money otherwise (not without providing the SOW documents anyway).

Anyhow, I got the money eventually, so I guess consider this a happy result.
 

casguy2016

Full Member
Joined
Aug 30, 2016
Location
Canada
glad you got your money eventually. wish i had noticed this thread sooner.

I deposited 200.00 a few days ago and got through their bonus and was able to "walk away" with a little over 1,500. Been tring to withdraw that money for a few days now. First they asked me for 3 things to prove my identity (a bill, government id, MuchBetter account screenshot) which I did. They approved all 3 documents and then I hear nothing. a couple of days later (today) i contacted them to see what was up and apparently they sent me an email that never even made it to my spam box let alone my inbox. Now they wanted an id card and a selfie of me holding my card. i told them i was in Canada and have no id card here and they apoligized saying to only give them my selfie. Waiting to hear back on that. They also questioned why my IP was a different city than the address i gave them and told them i'm using Starlink as ISP nothing i can do about it. I hope i don't have to file a complain with anyone else to get this through. Never needed 4 different things before.

Will touch base with them as soon as the selfie is either approved or denied and if i have to will follow suit with OP here and have a threat of imminent IBAS investigation. Sureley they shouldnt be asking for anything else....to be continued

Edit: ok so they have approved the selfie....will touch base with them tomorrow if i don't hear back.
 
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casguy2016

Full Member
Joined
Aug 30, 2016
Location
Canada
so here we are a day later and they want another picture of my driver's license this time a picture not a scan....getting fed up with this. they are obviously hoping i play the withdrawal

anyone know how i can contact the "Estonian Tax and Customs Board" for a complaint or am i just wasting my time?
 
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casguy2016

Full Member
Joined
Aug 30, 2016
Location
Canada
ok just a head's up i did not have to contact the Estonian Tax and Customs Board after all. I just received the payment but interesting how it happened the day after I brought up the Estonian Tax and Customs Board. Based on my experience I think i won't be using them again though.
 
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