TenoBet Casino - Player's account has been closed after winnings.

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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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

I have emailed 6 times asking for a reason for my account to be disabled and then chasing further. The last email I sent offered them a deadline of Thursday 18th a June. (7 days). Over the last couple of weeks they have ignored every single email I have sent. My belief about being a U.K. resident is only an assumption.

All winnings were made on sports betting.

I have never used a VPN, proxy server, or IP masking software. I was always completely

open about my address, and residency. I registered using a UK address. Verified my account using a U.K. driving licence and a utility bill showing my UK address.

Thanks for your help and support.

Daniel

I did receive one email after my withdrawals were declined. I have attached it to this message.

Dear Dashley365,

Thank you for your patience throughout the complaint process.

Please understand that if your fully verified 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