TenBet Casino - Player's account has been closed without reason.

Hello,

I live in France and am using a VPN to contact you.

I am filing a formal complaint against TenBet.io.

I had approximately €9,000 in my account after several winning bets. When I requested a withdrawal, TenBet suddenly closed my account without providing a clear explanation. They simply stated that I had allegedly violated their terms and conditions, without providing any proof.

They only refunded my deposits (€140), but I never received my winnings.

I live in France, where the site is currently blocked. Despite this, I believe I have the right to claim all my winnings.

Here is my account information:

- Username: [hidden by Casino Guru]

- Email address used on TenBet: [hidden by Casino Guru]

- I didn't have time to take a photo of my balance because I didn't know my account would be closed. - Chat with support at the very bottom because the file isn't going through

- Cancellation of withdrawals because the file isn't going through

I'm asking for your help to recover my legitimate winnings and raise public awareness about this operator's behavior.

Thank you in advance.

support message :

Dear [name hidden by Casino Guru],

I hope this message finds you well.

Following a thorough review of your account, we regret to inform you that we are no longer able to offer our services to you due to a breach of our Terms and Conditions.

We understand that this may be disappointing, and we sincerely apologize for any inconvenience caused. Please note that acceptance of our Terms and Conditions is a mandatory part of the registration process, and all users are expected to be familiar with them.

As part of this process, we have issued a full refund of your deposits totaling €140. These funds have been returned to the original payment method, and you can expect them to appear within 14 working days.

Additionally, your account has been permanently closed. Any associated contact information and payment methods have been blacklisted to prevent future activity and ensure compliance with our policies.

Thank you for your understanding. We wish you all the best moving forward.

Kind regards,

[name hidden by Casino Guru]

This email is a service from TenBet. Delivered by Zendesk

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Have you passed the full KYC verification?

Have you submitted correct personal information when registering at the casino or filling out your profile, including your address and country of residence?

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,

Thank you for your response and your willingness to assist me.

Here are the answers to your questions:

Types of games played: I have only played sports betting.

Winnings obtained: I accumulated my winnings without using any bonuses. All my deposits were made without any promotional offers.

VPN or IP masking: No, I have never used a VPN or any software to change my location. I have always connected from my actual country (France).

KYC verification: Yes, I submitted my identity documents as requested. My account was verified.

Accuracy of personal information: Yes, all the information I provided is accurate (name, address, country of residence, etc.).

My account was suddenly blocked without any reason (see attached proof), even though I complied with all the terms and conditions. The support team at TenBet.io has not provided a valid explanation, and I have approximately €9,000 in winnings that are now frozen (see attached proof of one of the withdrawal requests). It is now impossible for me to contact them — they have blocked my email address to prevent any communication.

Thank you in advance for your help. I hope this situation can be resolved quickly and that others can be warned to avoid being scammed in the same way.

Kind regards,

M. G.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have 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