The player from Germany faced an unjustified account closure by Tenobet.io, which occurred on December 24, 2025. He sought approximately €3,500 in withheld winnings despite the casino's promise of a "full refund" on deposits, which remained partially unfulfilled. The player provided various evidence, including bank statements and a video recording, but his attempts to communicate with the casino went unanswered. The complaint was closed by the Complaints Team because the player's activity involved sports betting, an area outside their expertise and access to necessary tools for proper evaluation. Consequently, the situation could not be fairly assessed, and the complaint remained unresolved.
TenoBet Casino - Player's account has been closed and winnings withheld.
Closed
Our verdict
Other
Amount: €3,500
TenoBet Casino
Safety Index:Below averageCase summary
Discussion
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Public
3 weeks ago
Subject: Unjustified account closure and withheld winnings (~€3,500) - Tenobet.io
Overview: My account was closed without a specific reason on Dec 24, 2025. The casino promised a "full refund" of €1,025 in deposits but only returned €975. Furthermore, they are withholding approximately €3,550 in legitimate winnings and the remaining deposit.
Key Evidence:
Proof of Balance & Fair Play: Attached is a link to a screen recording from Dec 20, 2025. It clearly shows my verified status, a balance of over €4,600, and that no bonuses were active.
Verification: My account was officially verified on Dec 11, 2025 (see attached KYC confirmation).
Financial Discrepancy: My bank statements prove 21 deposits totaling €1,025, but only 20 refunds totaling €975 were received.
Ignored Communication: I have attempted to resolve this through a formal complaint on Jan 30, but the casino has stopped communicating.
Video Evidence (Screen Recording Dec 20): https://drive.google.com/file/d/1wAzrFZBIQK3wH2by199eWrVRUoU_NohH/view?usp=drive_link
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
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 at this casino to accumulate your most recent winnings? Were they slots, live casino games, or did you place bets on sports only?
- What was the balance in your account at the time the casino closed it?
- Which payment methods did you use to deposit money into the casino? Did you deposit through cryptocurrency only?
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
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2 weeks ago
Thank you for your email.
Please understand that if your account has been blocked and you 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.
