Won chargeback cases, still no refund after months — now they invent “AML video checks”
I had an unsuccessful purchase in an online store and asked Tonhub to help me recover my money through card dispute/chargeback procedures. I provided all the evidence and proofs.
However, it took Tonhub almost 2 months just to submit the disputes, mainly because of their extremely slow support — it looks like they have only two support agents, and everything moves at a painfully slow pace.
Finally, in early December 2025, Tonhub confirmed that the disputes had been filed. In January 2026, after constant follow-ups from my side, they told me the cases were won and that they were “waiting for the technical department” to credit the funds back to my card.
Today is February 18, 2026, and I still have not received any money back. Every week I get the same copy-paste answers like “we will keep you updated” and “it will be soon”.
I simply do not believe that crediting funds from a won chargeback can take over a month. I have not seen any Visa or Mastercard guideline that suggests such a long delay is normal.
And when I started pushing harder (because I don’t believe their excuses), they suddenly said that I must complete some additional AML checks via video call, even though my Tonhub account is already fully verified and confirmed.
In my opinion, Tonhub is just inventing new obstacles, delaying the process, and trying to keep my money for as long as possible.
I’m posting this review publicly and I also plan to contact the relevant regulators, because this behavior looks unlawful.
If anyone is reading this: I strongly DO NOT recommend Tonhub. Avoid using their services. They do not protect customers — they hold your funds and waste months of your time.