I want to play with this Website. What should I do?

Our casino provides you with the opportunity to play lots of exciting games both in free demo mode and using real money. To play using real money, you need complete a quick registration process on our website and make a deposit. Registration on our website only takes a few seconds. You need to click the “Register” button, enter your username, password and a valid email address. Read the Terms and Conditions of our website and tick the appropriate box. Complete your registration by filling the contact information and clicking the “Register” button. Congratulations! You have successfully registered on our Website!

I want to close my account. What should I do?

We are very sorry that you have made the decision to close your account. In order to deactivate your account, we ask you to contact our support service via email at support@tooniebet.ca or our Live Chat service.

What currencies can I use on your website?

You can deposit money and play on our Website using Canadian Dollar (CAD).

I want to top up my balance. What should I do?

We offer you two ways to top up your balance: either by clicking the “Deposit” on the main page, or by visiting “My Wallet” and selecting the “Deposit” tab. After that, you may select your preferred payment method, fill out the required fields, specify the deposit amount, and click “Deposit”. Once completed, the deposit will instantly appear in your balance. Please contact our support service if the deposit is not immediately shown in your balance.

How can I withdraw my funds?

In order to withdraw your funds, visit “Withdrawal” tab. Choose your preferred payment system, fill out the required fields, specify the withdrawal amount, and click “Withdraw”.

I forgot my password. What should i do?

You can use the password recovery function. In order to do this, you need to click the “Log in” button and then “Forgot password?”. Enter the email address you provided us during your registration and click “Reset password”. We will send you an email containing a link to reset your login details. Click on the link and enter your password twice in the newly opened window. Click “Save changes” to save your new login details.

My games are not loading. What should I do?

If you are having problems loading a game, we recommend that you refresh the page and attempt to reload the game. If this action does not solve your problem, please try the following:

• Try loading the game using a different browser (Google Chrome, Opera, Mozilla Firefox, Safari);
• Clear your browser cache and cookies;
• Deactivate your antivirus (Kaspersky, NOD32);
• Disable all VPNs;
• Disable all ad-blocking programs for your browser.

If the problem persists, please contact our support service.

How can I clear my browser cache?

Please click this link in order to learn how to clear your browser cache.

I have not found the answer to my question here. What should I do?

We will gladly answer all your questions at a convenient time for you. Please contact us via our Live Chat or email: support@tooniebet.ca.

What is the difference between Identity and Profile verification?

• Identity verification requires valid identity documents and proof of address.
• Profile verification may require additional documents, such as credit/debit card images, e-wallet ownership proof, and transaction history of the payment methods as well as Source of Funds (SOF), and Source of Wealth (SOW)

Before any transactions, such as deposits, wagers, or withdrawals, your identity must be verified. We use a trusted third party to check your credit file, which must be at least 3 years old, sourced from multiple providers, and match the name, address, and date of birth on your account.

If this check fails, we’ll verify your identity using either a government-issued photo ID or a dual-process method. This involves documents confirming your name, date of birth, address, and a financial account.

How long does account verification take?

Once we receive all the requested documents in full, account verification is typically completed within 24 to 48 hours. However, in some cases, depending on the complexity of the review or if additional checks are required, it may take longer. If any further information is needed, we will contact you promptly to avoid unnecessary delays.

Can deposits, bets and withdrawals be delayed or blocked if verification is not completed?

Yes. If your account verification is not completed, restrictions may be applied in accordance with regulatory requirements. These can include blocking or delaying deposits, withdrawals, and also betting activity.

You will be notified if verification is required, typically through a pop-up notification on our website or via email. To avoid any interruptions, we recommend completing the verification process promptly once requested.

What documents are required for account verification?

We may request the following documents to verify your identity and source of funds:

• Valid Identity Document
• Proof of residence
• Proof of ownership of payment methods
• Transaction history (bank/e-wallet/credit card statements)

Note: This list is not exhaustive and may vary.

What if I don’t have the required documents?

Please contact our Customer Support team and let us know which documents you cannot provide and why. We will evaluate the case and inform you of any possible alternatives.

I’m having trouble uploading my documents. What should I do?

If you're experiencing issues while uploading documents, please check the error message displayed on the screen, as it usually specifies the reason for the failure—such as unsupported file format, file size limit, or incomplete information.

If the error message does not resolve your issue, please contact our Customer Support team via email or Live Chat. To help us assist you more efficiently, include text or screenshot of the error and a brief description of the problem you’re facing.

What is the legal age to open an account?

It is prohibited to register an account and participate in the Games if you are under the age of 19.

Do I need to contact support after uploading documents?

No. Once your documents are uploaded, their status will automatically update to “Under review” on the website.

Why were my documents rejected?

Documents may be rejected for the following reasons:

• Issued over certain period (for bank statement, proof of address etc)
• Modified or not in original format
• Expired identity documents
• Poor image quality (blurry, flashed, filtered)
• Damaged or incomplete documents
• Document does not meet verification criteria
• Scanned or screenshot copies

How can I update my personal information?

Please contact Customer Support with the correct information and the reason for the change and we will review your request.