Slow Pay TonyBet Slow Pay

[Bloatgoat]

If paysafe would cause a issue related to money laundring, then dont offer the payment in the first place.

 

[Weißwurst]

If paysafe would cause a issue related to money laundring, then dont offer the payment in the first place.

Exactly! If it was such a security problem why did they tell me to deposit that way while my netteller was waiting? And it was 1200€ of a much larger part of what I deposited.

Not to mention, they have already told me that the paysafe thing isn’t the issue, and I don’t need to send anymore documents. I have the receipts if they want from the paysafe transactions. I made sure to save them in case they wanted to make a fuss out of it, which I suspected they might but they’ve expressed it’s not an issue.

 

[Weißwurst]

Wow! I got this email from them this morning. Just wow. They are crooks and if they do what they say they may do you can place them on the rogue list. Please see the email:

“TonyBet - like all Gambling operators is required to provide a sufficient overview of the transactions made by our customers and ensure that money deposited to TonyBet account are from legitimate origins.TonyBet is strongly committed to preventing the use of its operations for money laundering or any activity which facilitates money laundering, or the funding of terrorist or criminal activities.
As have mentioned in previous communication, withdrawals which cumulatively amount to or exceed the equivalent of EUR 3,000 will be checked to prevent money laundering and terrorist financing. Investigation might include but not limit to additional check by payments providers, required documentation (eg copies of invoices, contracts, account statements, etc.) to confirm that the funds are legitible and came from legitible origins. Due to this reason it is impossible to confirm the exact time frame of the investigation, since you were not able to provide us requested deposit proofs. It can take time until we will receive the required information from payment providers as well.

If we close the investigation as not completed, your deposit will be returned to you but your TonyBet account will be closed permanently and it could not be reopened in the future.“

So basically they are threatening to just not pay me. I can provide all documentation. I can provide anything they want. I was fully verified. There is no reason for them to do this to me. If they do stiff me, we can add TonyBet to the rogue list.

 

[snorky510238]

I could PAB but would like to let @TonyBet_rep or @Betsson-Group to respond or somehow assist. I’d rather not PAB if it can be avoided.

Why?

 

[Weißwurst]

Also, I don’t know many criminals who deposit a large sum of money, play for days and hours, and win and who are financing terror and money laundering.

The claims are ridiculous. I don’t fit the bill of any of that at all and they know it. They haven’t even asked me for the paysafe receipts or my employment information. If this continues this way I am going to have to PAB.

 

[Weißwurst]

Why?

I’m happy to PAB, but if it can be resolved in 2-3 weeks, I don’t want to waste Max’s time. But if TonyBet want to play games with me, I will be forced to PAB.

 

[Weißwurst]

Even “AskGamblers” won’t let me post a complaint until their so called investigation is finished.

I mean what if they say it will take 6 months?

Yesterday I responded to TonyBet that I’m willing to give them all my employment information, my bank information, and the paysafe receipts. They did not respond to that.

I get this is a large amount. I get an investigation has to go on, but this is kind of silly. There’s nothing to investigate that can’t be finished within a week or two or three. Nothing. It’s a very convenient way to make an excuse to not pay someone.

 

[Mouche12]

TonyBet is listed as not recommended on The Pogg. I would submit a PAB very fast. Some of their T&Cs are dodgy. Best of luck, hope you'll get your winnings soon Weisswurst!

Edited to add: why would you settle for anything less than your legitimate winnings, as you indicated above??

 

[Weißwurst]

TonyBet is listed as not recommended on The Pogg. I would submit a PAB very fast. Some of their T&Cs are dodgy. Best of luck, hope you'll get your winnings soon Weisswurst!

Edited to add: why would you settle for anything less than your legitimate winnings, as you indicated above??

Except they were bought out by Betsson in 2016, and Betsson is a very legitimate company. I felt that it was more than okay to play there as a result. Perhaps I was wrong. It has been just over two weeks. Should I move to PAB or give them a little longer?

 

[Mouche12]

Well, my answer is obviously:

TonyBet is listed as not recommended on The Pogg. I would submit a PAB very fast. Some of their T&Cs are dodgy. Best of luck, hope you'll get your winnings soon Weisswurst!

Edited to add: why would you settle for anything less than your legitimate winnings, as you indicated above??

 

[Slottery]

Wow! I got this email from them this morning. Just wow. They are crooks and if they do what they say they may do you can place them on the rogue list. Please see the email:
If we close the investigation as not completed, your deposit will be returned to you but your TonyBet account will be closed permanently and it could not be reopened in the future.“

This sounds really weird statement. If they will carry out investigations regarding to AML/FT etc... they should during that pay you a single dime, as then your deposits (if they would be anyhow illegal and just to make 100% clear, i have no doubt that you would have anything to do with any fraudulent etc... activity, just speculating this and other cases in general and try to figure out what they are doing there).

Not sure anymore what everything you have sent to them, but i personally in your situation after getting these kinds of replies, would pro-actively send kind of source of wealth like your payslip, bank statement and there explained clearly that your deposits are origin of your own incomes, you were advised to use Paysafe as deposit method what you then did and whatever documents you get in mind which could support 100% clearly that you haven't you any stolen money or done any criminal/fraudulent activities to fund your gambling.

Just that this would be next step you are requested. If they have forwarded this to their MLRO, that can take some time, additional proofs could help a little bit (or not) and support people quite surely can't give date when it's confirmed as there also might be some 3rd party included.

But that my first sentence i would really questioning as if they in this moment would refund your deposit, wouldn't it be perfect money laundering if you would be doing it? 100% of your "dirty" money just came 100% clean casino winnings, for sure it's not really complying with AML regulations.

Hope you get it sorted asap, i have no doubt you wouldn't really get paid if you haven't violated any rules or regulations and what you told in full, i can't see anything why you wouldn't get your winnings and yes, i agree this should have been handled faster, only if there is any reason to suspect you about anything and it have been reported, they are not allowed you to tip you about it that it is forwarded for regulation bodies.

About Paysafe, it's not only reason why they are investigating your account, but all anonymous payment methods are automatically categorized higher risk than for example your very own credit card your name on it supported by it's statement. When deposit is coming from method anyone can by with cash, it's impossible to know where it's origin is but winnings you get to your bank account as legitimate casino winnings. That's just one part to take on account when making this kind of investigation and as said earlier, total amount of your withdrawal is quite remarkable only it by self which why they probably want to turn around every stone (i guess they are not making it only to find reason not to pay you if they are owned such o big company these days) and if Betssong group have one (no idea about it) centralized department for these, they might be understaffed time to time as well.

 

[dealer wins]

Well done tonybet you have lost a high roller for life, and probably many others who read this thread. Talk about shooting yourselves in the foot.

 

[Weißwurst]

I don’t know what to do my head is spinning. I don’t even understand their recent email from their security department:

“Thank you for your e-mail.

We are waiting for response from payment provider and until is not received, no further steps can be taken from our side.

We did not encourage you to close your account and return your deposit only as you are providing misleading information in the various forums.

You can send us paysafe receipts to us and your employment information. this will help to speed up the investigation.

Please also note, that TonyBet is separate independent company and not parent company of Bettson Group.


Please do not hesitate to contact us if you have any questions.”


What are they talking about? They do or they don’t want my information? They’re waiting for the payment processeors? What kind of information are the payment processors going to provide? That is strange they spelled Betsson Group so well.

In any event, it was my understanding they were bought by them in 2016 for €6 million. Does anyone know of a way to get in touch with Tony Gouga who founded the website?

I assumed with the backing of their sponsorships, Tony Gouga’s reputation, and Betsson reputation this was a safe website to play at. I hope I am not wrong in the end and that I do not get stiffed.

 

[Weißwurst]

This whole debacle is getting weirder and weirder. The Betsson Group Rep here wanted to make it so clear that they have absolutely no connection to TonyBet.

But I just got off live chat with TonyBet.com. Their customer support team said their offices are:
“Operator” is TonyBet OÜ, an Operator incorporated in Estonia, registration code 12103082, having its registered office at Tornimäe 5, 10145 Tallinn, Estonia.

If you visit this Betsson official page:

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, the Betsson Group address in the Estonia office is:
Triogames OÜ, Tornimäe 5, Tallinn, Estonia.

It would be quite a coincidence if Betsson has absolutely nothing to do with TonyBet yet they have the exact same address in Estonia???

 

[paul7388]

Seriously .

By reading their replies it looks like they have requested information from you that you have not sent. They have said they are having to check with payment providers which will take time and have asked you to send them copies of your paysafe vouchers.

Sorry but i use paysafe in small amounts as it is like cash. You have used £1200 in paysafe in a very short space of time. A lot of sites like WH for example have maximum deposit of 200 at a time on paysafe.

The amount you have deposited in short space of time using paysafe would trigger checks on most reputable sites. As unlike debit card transactions etc. that can be traced paysafe is cash . Not many people would go out and buy thousands in paysafe in a day.

So advice would be if you have the vouchers send them to them.

Just stop going on about how Rogue they are. It is their duty to check when someone basically deposits thousands in cash into a casino account.

 

[Borgie]

It says you were providing misleading information on the forms. What does that mean ?

 

[Slottery]

I don’t know what to do my head is spinning. I don’t even understand their recent email from their security department:

“Thank you for your e-mail.

We are waiting for response from payment provider and until is not received, no further steps can be taken from our side.

We did not encourage you to close your account and return your deposit only as you are providing misleading information in the various forums.

You can send us paysafe receipts to us and your employment information. this will help to speed up the investigation.

Please also note, that TonyBet is separate independent company and not parent company of Bettson Group.


Please do not hesitate to contact us if you have any questions.”


What are they talking about? They do or they don’t want my information? They’re waiting for the payment processeors? What kind of information are the payment processors going to provide?

So as guessed, they are completing some checks and investigations together with payment providers and possibly some other 3rd party and internal department (MLRO?), they are not allowed to give you any exact details while their investigations are ongoing and if they have any reason to think you have provided misleading information.

Here they clearly stated that sending (as suggested in my last post) them much evidence as possible, now they ask if you could provide Paysafe receipts and your employment information (usually 3 months payslips) and would additionally add bank statement there as well where can be seen your name and these paid salaries together with your possible other incomes.

Then they will have clear proof that funding of your gambling have came from legal source as long documents you provide are supporting level of your spending. These really are checks what casino operators are expected to monitor and investigate (that Paysafe and anonymous payment method use have been brought up earlier, these are always higher risk payment methods as origin of funds is not in your name etc.... but just vouchers you can buy with cash without anybody can know where it's originally came).

Just cooperate with them and give them some time, as Paul mentioned in his last post, calling them rogue here is not speeding up your process at all.

edit: Ranting to two different topics is not really making your process any faster. Provide all details you can and wait you get sorted, if there is absolutely anything wrong done on your side (compare to their terms and conditions), there is no reason why you wouldn't get paid.

 

[thr0b]

Doesn’t look to me like they’re part of Betsson. I think the description on the site is a bit “Engrish” - but it suggests on a reading that they retained their UK-focussed site and the rest was sold.

The license is independent of Betsson. I don’t think Betsson have anything to do with this, no matter how hard you try to find a connection.

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As they’re UKGC regulated, you are very well protected if they decide to not pay you for unfair reasons.

Equally, they are subject to stringent requirements if they have any doubts before paying you.

 

[Weißwurst]

So as guessed, they are completing some checks and investigations together with payment providers and possibly some other 3rd party and internal department (MLRO?), they are not allowed to give you any exact details while their investigations are ongoing and if they have any reason to think you have provided misleading information.

Here they clearly stated that sending (as suggested in my last post) them much evidence as possible, now they ask if you could provide Paysafe receipts and your employment information (usually 3 months payslips) and would additionally add bank statement there as well where can be seen your name and these paid salaries together with your possible other incomes.

Then they will have clear proof that funding of your gambling have came from legal source as long documents you provide are supporting level of your spending. These really are checks what casino operators are expected to monitor and investigate (that Paysafe and anonymous payment method use have been brought up earlier, these are always higher risk payment methods as origin of funds is not in your name etc.... but just vouchers you can buy with cash without anybody can know where it's originally came).

Just cooperate with them and give them some time, as Paul mentioned in his last post, calling them rogue here is not speeding up your process at all.

edit: Ranting to two different topics is not really making your process any faster. Provide all details you can and wait you get sorted, if there is absolutely anything wrong done on your side (compare to their terms and conditions), there is no reason why you wouldn't get paid.

I am cooperating! Of course I will give them all that information. I think it should be noted though that they DID NOT request that information. They only mentioned the paysafe receipts and my employment information after I- ME- asked them FOUR times if by providing that information would help their process.

As far as everything was concerned they said I did not need to send in any information, or any further documents. When I offered it up FOUR TIMES, now they said okay it would help.

As far as paysafe and 1200€, this was THEIR idea and was suggested to me by their livechat while my bank was being configured with Neteller. They DO NOT take German bank transfers and they DO NOT take german credit or debit cards. So I did not have much of a choice.

Also why are @Betsson-Group and @TonyBet_rep trying to deny their relationship? They have the exact same address in Estonia! This I find very troubling. Especially when it was pointed out they both went silent.

I am also curious and unfamiliar with how they would work with payment services made into their website? How would Neteller or Paysafe give them confidential information? If it helps the process of course I’m okay with that, but will Neteller share private information with them?

 

[Weißwurst]

It says you were providing misleading information on the forms. What does that mean ?

There was a miscommunication. Obviously they’re monitoring this thread. In a previous email a while back they said they could “end the investigation and return my original deposit.” Obviously I’m not going to forfeit 70,000€ so I took this as a threat, but they meant it to be an option offering up to me. That they would close the investigation, and just return the deposit.

I thought they were threatening me, but they were just giving it as an option. I just want to clarify that for TonyBet since they’re monitoring this. They did not threaten me, and I misspoke.

 

[Halvor]

Its literally the first hit on Google for Tonybet betsson.

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Different countries and no connections.

 

[Weißwurst]

Its literally the first hit on Google for Tonybet betsson.

You do not have permission to view link Log in or register now.

Different countries and no connections.

Thank you. I don’t know why @Betsson-Group wants so badly to separate themselves from @TonyBet_rep? That to me is a little alarming.

As I said Betsson address for their offices in Estonia are exactly the same as TonyBet, so why all the mystery?

Yes I’m cooperating and sending in all information they’re asking of me.

 

[irish-ranger]

There was a miscommunication. Obviously they’re monitoring this thread. In a previous email a while back they said they could “end the investigation and return my original deposit.” Obviously I’m not going to forfeit 70,000€ so I took this as a threat, but they meant it to be an option offering up to me. That they would close the investigation, and just return the deposit.

I thought they were threatening me, but they were just giving it as an option. I just want to clarify that for TonyBet since they’re monitoring this. They did not threaten me, and I misspoke.

How about providing them all they ask for keep your hands in your pockets and stop typing on forums which is obviously (rubbing them up the wrong way)wait out for a few days and see what happens it's $70k at risk if your legit you will get your money.

 

[Weißwurst]

How about providing them all they ask for keep your hands in your pockets and stop typing on forums which is obviously (rubbing them up the wrong way)wait out for a few days and see what happens it's $70k at risk if your legit you will get your money.

Could not agree more with you. I have provided everything they asked.

If you had read above, I provided all the documents they had requested. Only after four times of me offering them additional documents did they just respond today that sure they’ll take those documents.

Nothing has changed from their perspective. This additional information to provide was my idea.

 

[Borgie]

Could not agree more with you. I have provided everything they asked.

If you had read above, I provided all the documents they had requested. Only after four times of me offering them additional documents did they just respond today that sure they’ll take those documents.

Nothing has changed from their perspective. This additional information to provide was my idea.

Now you need to wait. You posted a hundred times about the offices having same address. Repetion for emphasis may be but enough already.
Let them do their investigation and just try and be patient.

 

[colinsunderland]

Thank you. I don’t know why @Betsson-Group wants so badly to separate themselves from @TonyBet_rep? That to me is a little alarming.

As I said Betsson address for their offices in Estonia are exactly the same as TonyBet, so why all the mystery?

Yes I’m cooperating and sending in all information they’re asking of me.

Unless you are playing in Lithuania then they aren't part of the same group. The article you linked to even made that clear.

 

[thebeast777]

I have played on TonyBet for years. They pay up without any issues except whatever the withdrawal amount they only send £2500 per day.I am not sure what is causing your delay but they are definitely not rogue.

 

[Weißwurst]

I have played on TonyBet for years. They pay up without any issues except whatever the withdrawal amount they only send £2500 per day.I am not sure what is causing your delay but they are definitely not rogue.

I’m not saying they’re rogue. I’m doing everything I am asked, and being a good boy. Some members have expressed concern with some of the language Tonybet has used in their responses. I don’t have any serious issues with them thus far, aside from being told I was fully verified and fine to withdraw, until I won. I understand they want KYC, and ensure they’re doing the correct thing, and everything is legitimate. I am being fully cooperative.

As for the address issue, I just found it extremely odd. I don’t think it’s unfair to bring that topic up in a public forum.

 

[thebeast777]

Just wanted to put your mind at rest that they do pay out!

 

[Halvor]

Thank you. I don’t know why @Betsson-Group wants so badly to separate themselves from @TonyBet_rep? That to me is a little alarming.

As I said Betsson address for their offices in Estonia are exactly the same as TonyBet, so why all the mystery?

Yes I’m cooperating and sending in all information they’re asking of me.

call me crazy, but they deny it because... they are not the same group?

Edit: they're licences. give them the requested documents and your fine. if you cant. then why not?

 

[Weißwurst]

call me crazy, but they deny it because... they are not the same group?

Edit: they're licences. give them the requested documents and your fine. if you cant. then why not?

I can, and I will. I just need people to understand they never requested these documents. They had told me I was fine and didn’t need to give any further documents. I offered this documents to them four times until they finally said “okay it will help us.

 

[Weißwurst]

Unless you are playing in Lithuania then they aren't part of the same group. The article you linked to even made that clear.

I know people are tired of hearing this, but then why do they each have the exact same address in Estonia? They have the exact same address, but are totally unrelated and have no connection to each other? I find that a little suspect.

 

[Slottery]

You didn't bother to read that linked article? Posting here many posts a day don't make your payout any faster. It's really much repeatiting same things what you keep writing all over again. As advised, let them do their part and if there is no any violations of rules or other clear reasons, you will get paid.

It's quite big amount of money and most of companies have some limits what just normal payment team member can approve and these big amounts need to go through more experienced senior staff member and will be investigated to make 100% sure that anything fraudulent or abuse haven't been done. Just relax, enjoy the weekend and wait. This is not an amount any casino is paying to single player every day so there for sure is difference if you withdraw 70k or 100€, also payment providers and possible other 3rd parties involved to these checks make them take time.

edit: They replied to you "We are waiting for response from payment provider and until is not received, no further steps can be taken from our side." just follow this and wait them possibly to ask anything further.

 

[colinsunderland]

I know people are tired of hearing this, but then why do they each have the exact same address in Estonia? They have the exact same address, but are totally unrelated and have no connection to each other? I find that a little suspect.

A google of the address shows it is managed office space, so there will be a lot of companies using it as a mailing address.

 

[Weißwurst]

A google of the address shows it is managed office space, so there will be a lot of companies using it as a mailing address.

So then why don’t they say that? Whatever. I thought it was weird/interesting. The peanut gallery can say whatever it wants.

Moving forward I have given them all documentation they have requested. everything has been given, now I am waiting. There is no reason at this point not to process my withdrawl and I have fully cooperated and given them everything and anything they have asked including my ID, proof of address, proof of it being my neteller, all the paysafe receipts, and my employment information. The ball is now in their court.

 

[Weißwurst]

How much longer should I expected to wait before it’s worth pursuing a PAB?

Please keep in mind the documentation I sent them recently last week was not of their request. I offered the information up to them, and they said it could help.

They’ve had all the information they’ve wanted (now the additional information I offered up) for 2.5 weeks.

 

[neilw]

How much longer should I expected to wait before it’s worth pursuing a PAB?

Please keep in mind the documentation I sent them recently last week was not of their request. I offered the information up to them, and they said it could help.

They’ve had all the information they’ve wanted (now the additional information I offered up) for 2.5 weeks.

You could PAB now, however Max will still be operating under the same timelines that you've already been informed of, it's unlikely that a PAB will speed up that process.

It's understandable that you're finding it difficult to wait as you have no control over the process. Unfortunately you'll just have to wait it out. They haven't said they're not going to pay you, so a PAB at this stage will inform TonyBet that Casinomesiter has an interest and as part of the terms of a PAB stop you from posting any more about this until it's been resolved ......perhaps a good thing?

 

[Weißwurst]

You could PAB now, however Max will still be operating under the same timelines that you've already been informed of, it's unlikely that a PAB will speed up that process.

It's understandable that you're finding it difficult to wait as you have no control over the process. Unfortunately you'll just have to wait it out. They haven't said they're not going to pay you, so a PAB at this stage will inform TonyBet that Casinomesiter has an interest and as part of the terms of a PAB stop you from posting any more about this until it's been resolved ......perhaps a good thing?

Should I not be posting about what’s going on?

What timeline? They haven’t given me any timeline and when I asked for one they said they don’t know. And sure they haven’t said they won’t pay me, but they also haven’t said they will.

What if their “investigation” continues to go on and on and we end up at six months down the road? What I am wondering is when enough is enough?

 

[neilw]

Should I not be posting about what’s going on?

What timeline? They haven’t given me any timeline and when I asked for one they said they don’t know. And sure they haven’t said they won’t pay me, but they also haven’t said they will.

What if their “investigation” continues to go on and on and we end up at six months down the road? What I am wondering is when enough is enough?

Read the PAB rules here. These outline the process and what is expected from you to ensure the process runs smoothly.

The timeline I was referring to is casino waiting on the 3rd party for information before they can complete their investigations. It appears there is no timeframe for the 3rd party to respond within.

 

[Weißwurst]

Read the PAB rules here. These outline the process and what is expected from you to ensure the process runs smoothly.

The timeline I was referring to is casino waiting on the 3rd party for information before they can complete their investigations. It appears there is no timeframe for the 3rd party to respond within.

You’ll have to forgive me as I am new to this process. I just want a simple answer: how long should I expect this process and investigation to take before a complaint is warranted?

You’re not saying that TonyBet has infinite time and as long as they keep telling me they’re doing an investigation they’re fine, right? So we could be in a year from now and if they’re still investigating that would be considered okay? I’m just wondering what the threshold of time is before a person can start to get upset.

 

[Weißwurst]

They wrote me. What exactly does this mean? If by 31/5/2019 they don’t get the information they want I’m not being paid?

Thank you for providing your documents.

Please note, that we still have not received final respond from payment provider.

We can ensure, that investigation deadline is 31/5/2019 and you will get the confirmation until this date.

 

[Borgie]

They wrote me. What exactly does this mean? If by 31/5/2019 they don’t get the information they want I’m not being paid?

Thank you for providing your documents.

Please note, that we still have not received final respond from payment provider.

We can ensure, that investigation deadline is 31/5/2019 and you will get the confirmation until this date.

Is this translated from German ? - and you will get the confirmation ? or you will not get the confirmation until this date

They have given you a deadline its only 3 days away

 

[Weißwurst]

Is this translated from German ? - and you will get the confirmation ? or you will not get the confirmation until this date

They have given you a deadline its only 3 days away

No this was English from them. My English can be bad, but that’s what they wrote me in English. So what does this mean for me?

 

[Borgie]

well they will do something by 31 may ! so wait until then I guess

 

[Weißwurst]

But what does “receiving a final response from my payment provider” mean? What response are they looking for? I’ve never even heard of a such thing before when gambling elsewhere for large amounts.

 

[Weißwurst]

They also said this when I followed up further: “They have to respond,as they have their internal SLA which can not be breached.”

What does this mean?

 

[Slottery]

They also said this when I followed up further: “They have to respond,as they have their internal SLA which can not be breached.”

What does this mean?

They are waiting reply to some questions they asked from their payment provider (company who is actually completing money transactions between you and casino) as they need to confirm something with them regarding to your transactions, so they didn't by any mean told that they are not going to pay you but that their investigation is ongoing and they need some information from 3rd party payment provider.

They will contact you latest on 31st of May as their SLA (Service Level Agreement, what is how fast payment provider in question has promised latest to reply to them, it's common practice that contracts have some SLA that they promise to answer back in certain amount of business days, that what it is with them i have no idea, but you were promised to get update end of this month so in very few days).

So basically they told you that they wait payment providers reply to complete their investigation and will update you when they receive it. And that they have agreement that provider in question should get back to them latest on end of May as it is their agreement when they have promised latest to reply. There is no any comment about your withdrawal as they haven't yet complete investigations they do but now they gave you some date when they should be able to provide you update.

Just try to stay calm as possible few more days and you hear from them (if not earlier). Can't explain it any clearer.

 

[Weißwurst]

They are waiting reply to some questions they asked from their payment provider (company who is actually completing money transactions between you and casino) as they need to confirm something with them regarding to your transactions, so they didn't by any mean told that they are not going to pay you but that their investigation is ongoing and they need some information from 3rd party payment provider.

They will contact you latest on 31st of May as their SLA (Service Level Agreement, what is how fast payment provider in question has promised latest to reply to them, it's common practice that contracts have some SLA that they promise to answer back in certain amount of business days, that what it is with them i have no idea, but you were promised to get update end of this month so in very few days).

So basically they told you that they wait payment providers reply to complete their investigation and will update you when they receive it. And that they have agreement that provider in question should get back to them latest on end of May as it is their agreement when they have promised latest to reply. There is no any comment about your withdrawal as they haven't yet complete investigations they do but now they gave you some date when they should be able to provide you update.

Just try to stay calm as possible few more days and you hear from them (if not earlier). Can't explain it any clearer.

I have calmed. I’m not making any accusations. I’m not upset. I just did not understand what that lingo meant and was hoping I could get some answers from people here, so very much thank you.

I will only get upset and not be calm when I’m told by them they won’t pay me out.

 

[Slottery]

No, i didn't meant that you are doing anything bad or accusations, i fully feel you in this situation as we don't speak about few euros but at least for me that's a huge amount of money. Just tried to answer to your questions and assume what they are doing now (waiting other company who take care of their money transactions to answer their questions to complete investigations they have) and that they advised you that they should receive their answers latest on end of May which is coming Friday as it's their agreement with this company.

I did not by any mean to claim you doing anything wrong and you came to right place to ask questions. This is big community and all here try to help much as possible in any kind of issues where we might have some general knowledge how companies in industry are working. Many here are familiar with these kind of processes and happy to help fellow members here.

All answers here are meant to help you processes you seem not to be very familiar, just bare in mind that as none of us is not representing casino, we can only provide answers in general like i try to do with my limited knowledge and experience, but about company in question i haven't even heard before your post but in general i can say that when casino have to get some answers to their questions from their any 3rd party business partners, they have to wait that they get them, like you are waiting casino get back to you. So far what you have posted, they have only told that they need to make their investigations which some times unfortunately take some time but they have also rules to follow (completing Anti Money Laundering or other checks, don't mean that they are telling you that you are doing something like that, they just need to be very sure about many things when it's coming to this big amounts or some other reasons).

At least now they promised you some date when they should latest have information they need. Hope your process go smoothly.

 

[kavaman]

Bought by betsson? There is nothing in tonybet website about it belonging to betsson group. I do use tonybet sometimes to play poker, but thats about it.