Preface:OP and Overseers, this is my closing statement after going back and forth between the player and the representative of Toshi.bet, and piecing the puzzles from each of their narratives and supporting evidences and explanations. As mentioned before, this is a
two-pronged situation, closely related and one affecting the other, yet still two pronged:
a failure in securing account from self-exclusion and
a failure to secure a banned account from creating another account.
Below are my findings, with supporting evidence, after listening and reading from what presented by both parties.
The Failure of Responsible Gambling:
We got this initial evidence of wrongdoing by OP on his opening post, an email sent on 2nd December 2025 requesting self exclusion as a problematic gambler,
[...]Email sent on Dec 2nd:
[...]
in accordance to Toshi's
initial instruction [now updated] to reach the said email for exclusion. A second substantiative evidence also recorded on below post, [I reuploaded the second image, with a slight adjustment to point out the email in question, as it is one of the keypoint here, link to original image right below the sequence], where we can see OP sent the request above, in between the list of all of his messages,
With this riddle to solve, I approached the first prong of the situation by asking series of questions to Toshi representative as well as asking OP for several evidence, video evidence to be precise, to be sure that what happened is really what happened. I sadly can not provide what I gather from Toshi's side, but to keep it as transparent as I can, the representative managed to pull some strings to gain high-level access that allow them to send me a recording of all of the emails OP sent to Toshi, and to my surprise, there were actually no email by 2nd December received by Toshi requesting such.
With this shift in narrative, I asked OP several times to re-substantiate his evidence and claim, by video recording that's accurately timed by running clock and its similarities. The results [as per OP's permission] are as such:
[note: it's a full linked, I make them small so they won't crowd the post, but larger and more detailed image is just one click away]
Having three exact same results, that matched Toshi's representative narrative, that indeed there was no email from OP to Toshi by 2nd December to request self exclusion, I tried to exhaust one small attempt by [as always, both parties are in the blind of what my intention really is, to keep things fair] asking OP to provide screenshots from his "all mails" folder, just in case the three above didn't justify and there was one or two email missing. The result as per OP's own upload:
[...]
I am not going to ask and point fingers why two images show an email sent by 2nd December and the rest [through multiple attempt and methods] doesn't, it is what it is.
Conclusion:
There were no negligence of RG from Toshi.bet: Toshi never get the email requesting to be excluded.
The In-Between That Explains-Why:
Toshi remains silence for OP's continuous email and live chats. As per OP's own admission, he has six accounts, while Toshi's system record more than the said number.
What probably happen is that it is not due to negligence, rather due to finding things as incoherent and/or irrelevant. Toshi got burst of email asking many things, why they allow OP to play, what is their license and jurisdiction, amongst other things, while they never got the reason why the player asked this on the first place: the starting email, the request to be self excluded itself, was never received. They don't get the context.
Same thing with the live support: though OP finally get the self exclusion after he escalate to live support as per revised method by Toshi, OP's other chats were not addressed due to their borderline spamming nature. This, though at glance seemed irrelevant,
actually bridge us to the second prong.
The Failure in Restricting Self-Excluded Player:
Toshi is an anonymous-as-they-can-get casino. Not exactly a web3 gambling site [AFAIK] but according to their AML site, they strive to give leniency to players, they don't force-collect data upon registration, rather having a team that sweep from time to time with their own algorithm. This is why when OP and Toshi's live support met each other on this occasion,
they don't insta-ban the player. Live support doesn't have the "key" to check the algorithm and pull the data. Instead, they resort to a response that's intended to trigger a defense if a player is indeed doesn't have an alt, of which they [according to the rep] will soon release the restriction and mark the detection as false-positive.
With OP's blessing that give me full authority to ask for evidence on his behalf, Toshi gave me the record from their end for the rest of the chat on that image, and --without attempting to shift blame to OP, rather merely to explain why and how-- this situation happened because unfortunately OP does not initiate any mention of the self-excluded account, rather retort, thus lead the Live Support to take no action.
The real positive flag that connect accounts, though, happen a bit later when the team sweep for their trigger points and found those connected six-or-thirty-two accounts, that OP confirmed he deliberately tripped by making transaction back and forth and the likes to establish connection.
Conclusion:
There were no negligence from Toshi.bet that enable self-excluded player to create new accounts: rather, Toshi tried to be lenient in this near-fully-KYC-and-very-transparent-CRYPTO-casino-that-should-be-pseudoanonymous.
OP did not give his best to exclude himself from gambling by mentioning his other problematic account when he got the chance. And rather, self-create time-bomb with the other accounts that he's not revealing, suppose not asked.
Best case scenario [I will emphasize that I am sitting and typing this from neutral ground and neutral perspective and neutral opinion], OP mentioned this two account when he got that chance with Live Support, they banned both accounts, he still have four other undeclared accounts ready to gamble, and this thread will still exist, with slightly altered details in username and length of details of accounts and narrative.
