The player from the United Kingdom deposited 1100 euros and won 4583 euros but had his account closed by the casino, which refunded only the deposits and declined withdrawals totaling 3983 euros. Despite being verified and allowed to bet, the casino cited terms prohibiting UK users after the player had won, resulting in the loss of access to 3483 euros.
TenoBet Casino - Player's account has been closed after winnings.
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5d 15h 17m 52s
TenoBet Casino
Safety Index 3.0 Very lowCase summary
Discussion
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3 days ago
I deposited 1100 euros. I won 4583 (including my deposits) The website then closed my account, refunded my deposits totalling 1100 euros, declined my withdrawals of 3983, and I also lost access to the 600 euros in my betting wallet at the time. The casino has ‘written off’ 3483 euros.
I did some research to look into why this may be and saw in the terms and conditions that UK users are not permitted. I did not know this, and Tenobet allowed me to continue to deposit money and place bets after sending me an email to say my account was fully verified in which they verified my UK address using my UK driving licence and a utility bill showing my U.K. address. I believe they verified my account, knowingly allowed me to continue to gamble until I won, and then decided to use that clause to close my account.
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yesterday
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yesterday
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 contacted the casino's customer support to inquire about the reason your account was blocked? If so, what explanation were you given?
- Did you receive any follow-up emails from customer support after your withdrawal requests were cancelled, as indicated in the screenshots you uploaded with your complaint?
- What types of games did you play to accumulate your winnings?
- Have you used any VPN, proxy service, or IP-masking software while accessing the casino?
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
