TenBet Casino - Player’s account is closed with delayed withdrawals.

Casino : tenobet.io or also tenobet5.io (its the same)

I deposited €2,296, played fairly, and won €20,000. My account was fully KYC-verified, and I submitted withdrawal requests as required. Instead of processing my withdrawals, they kept them "under review" for almost two weeks. Then they suddenly closed my account, canceled all withdrawals, and sent me an email claiming a vague "breach of Terms and Conditions" without providing a single detail or proof.

No transparency (they won’t explain the supposed breach).

No payout (they refuse to pay legitimate winnings).

Fraudulent behavior.

I have screenshots and proof of everything!

-My account was KYC Verified.

-I did not use any kind of bonusses.

-i havent made a withdrawal bigger then their weird rule that says only 1000 per withdrawal.

-In the chat they are promising me that everything is alright and i just need to wait a little longer for my withdrawals to be processed "as the staff was really busy at the finance department".

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.

Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Have you made any successful withdrawals from this casino before?

Could you kindly forward me the email you received from the casino after your account was blocked? My email address is [email protected].

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 for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hi Veronika,

i have only been playing slot machines on the website in particular hacksaw slots the rest i did not do.

i have never made a succesfull withdrawal on this website.

ive sended you an email with the mail they have sended me

Kind regards,

Bobby

Thank you very much, Fr4nxx, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear TenBet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

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.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help. Best regards, Pavel K Casino Guru Team