TenBet Casino - Player’s account access has been blocked.

Hello,

I am submitting this complaint because I am currently unable to access my TenBet.io account and have been blocked from withdrawing the rest of my winnings.

I won €5,500 on the site and was informed by TenBet support via email that they only allow €1,000 per day in withdrawals. I accepted that, and began the process.

However, before I could withdraw the remaining balance, I became locked out of my account. I attempted to reset my password multiple times, but no password reset email ever arrived — not in my inbox or spam folder.

I contacted their support multiple times about this issue. While they responded initially (confirming my account and the withdrawal limits), they are now not helping me recover access to my account, and my remaining winnings are still locked.

I can provide:

Screenshots of the withdrawal emails

Proof of the €5,500 win

Evidence of attempted password resets

Copies of all communication with their support team

I am asking for Casino Guru’s help in getting my account access restored and the remainder of my €5,500 released.

Thank you for your assistance.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you more effectively with this issue, I would like to ask you a few clarifying questions:

• Could you please send me a screenshot of the error message you see when you try to log into your account?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
• Have you contacted the casino customer support after you found out that you could no longer access your account? If so, what was their reply?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronika,

Thank you for your quick response and willingness to assist.

Please find my answers to your questions below:

Screenshot of error when logging in:

I can no longer log into my TenBet account. The message I receive is: "Account closed. Please contact support." (Attach a screenshot of this message if you can.)

Types of games played:

I placed sports bets only. I did not play slots or live casino games.

KYC verification:

Yes, I had submitted my full KYC documents (ID and proof of address), and my account was fully verified before I made the withdrawal request.

Contact with casino support:

I contacted TenBet support immediately after I was blocked. They responded that my account was closed due to a breach of their Terms and Conditions and that a €600 refund had been issued. However, my total winnings were €5,500, and I only received €600 back.

They did not provide any proof of what Terms I allegedly breached, and they stopped replying after that email. I have attached their response email for reference. (Attach the screenshot you shared earlier.)

I am unable to send more screenshots I don’t know why . If I can contact you by Gmail it would be great

Thank you for the additional information and for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika