Tenex Casino - Player's withdrawal request is unjustly rejected.

Dear Casino Guru Team,

I am writing to request your assistance and mediation in a dispute with Tenex Casino regarding my withdrawal request, which I believe was unfairly rejected despite my full compliance with the casino’s Terms and Conditions.

I have been playing at Tenex Casino and have always acted in good faith:

1. I always log in from the same devices (computer and phone).

2 . I have never used a VPN, proxy, or any location-masking tool.

3. I live in Poland, have a Polish address, phone number, and bank account.

4. I have successfully completed all verifications and my first withdrawal of 300 PLN was processed without any issues.

After submitting a second withdrawal request for 5,000 PLN, I received a message stating that my withdrawal had been declined and the funds were returned to my account balance. The casino cited an alleged violation of Section 3.4 of their Terms and Conditions – the use of VPN or proxy services.

However, I find this explanation inconsistent and suspicious. If the casino truly believed that my IP addresses indicated VPN or proxy use, they would have noticed this from the very beginning, since all my activity has always been from the same connection.

Despite this, they had no problem paying out my first withdrawal of 300 PLN. The alleged issue only appeared when I attempted to withdraw a larger amount (5,000 PLN), which in my opinion suggests intentional bad faith or a potential scam.

After receiving their response, I immediately contacted my Internet Service Provider to investigate the matter. They explained that their company primarily provides VPN services to corporate clients, but also operates as a local Internet provider for individual users like myself. Because of this, the company is listed in public VPN databases and registries by default, even though this classification does not apply to regular home connections.

In addition, because the provider manages IP allocation dynamically, IP addresses may occasionally overlap between corporate and residential clients. This means that my home Internet connection might have temporarily received an IP address previously used by a corporate VPN client — a purely technical coincidence, entirely outside my control.

I have never used any VPN, proxy, or similar service. The fact that my connection was temporarily assigned an IP address from a corporate VPN range is not my fault and entirely beyond my control.

All my logins and transactions originated from my residence in Poland.

The casino’s explanation is inconsistent, as they processed a previous withdrawal under identical circumstances.

The refusal occurred only after a larger win, which raises serious concerns about fairness and transparency.

The casino reduced my balance to the amount of my initial deposit, effectively confiscating my legitimate winnings.

I kindly ask Casino Guru to intervene and mediate in this matter to help me recover my rightful winnings.

I believe Tenex Casino’s decision was unjustified and possibly made in bad faith, as the alleged VPN activity appears to be a normal side effect of IP address rotation by my Internet provider.

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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.

• Have you filled out your profile correctly, including your address and country of residence as Poland?
• Have you submitted any identity documents to the casino that confirm you are a Polish resident?
• Has the casino specified which country they claim you were using through a VPN instead of your real location? I have also noticed that even in our system, your connection appears to come from the United Kingdom.

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ruudy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika