TenoBet Casino - Player’s account has been closed and blacklisted.

I deposited money into tenobet over the course of last few months I have then built up 20,000 euros when I have tried to withdraw they have then blacklisted me blocked my account, blocked my ip address on my phone now I have to use a different phone as it won’t let me put there casino link into the link above ^^^ I just want my money this is causing my severe mental health problems and surely they can’t just do this to me, here’s some photos attached of them claiming my funds are safe, can you please help me to try get my funds 🙏🏻

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

And fishing frenzy, my account was fully verified, I didn’t have any bonuses active, I have screen shots live chat telling me my funds are 100% safe and I will receive them, this was winnings I had built up over the course of a week, 36 hours withdrawal review had passed, I went onto live chat and asked where my funds where, to which I got a reply saying I’m threatening tenobet, to which I don’t no how this is a threat I just wanted my money, I then received a email saying this

Dear Sam,

I hope this message finds you well.

Following a thorough review of your account, we regret to inform you that we are no longer able to offer our services to you due to a breach of our Terms and Conditions.

We understand that this may be disappointing, and we sincerely apologize for any inconvenience caused. Please note that acceptance of our Terms and Conditions is a mandatory part of the registration process, and all users are expected to be familiar with them.

As part of this process, we have issued a full refund of your deposits totaling €2009. These funds have been returned to the original payment method, and you can expect them to appear within 14 working days.

Additionally, your account has been permanently closed. Any associated contact information and payment methods have been blacklisted to prevent future activity and ensure compliance with our policies.

Thank you for your understanding. We wish you all the best moving forward.

Kind regards,

Blair

How long will this take you resolve? Regards Sam

Dear sam.91,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Thank you very much Kristina

Dear sam.91,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from TenoBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear TenoBet Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

I didn’t do anything wrong for me to have my account closed there’s a 36 hour review for withdrawals to be made whilst in review this time had passed and I hadn’t received my money I was then on live chat to ask about why this still wasn’t reviewed then I was told by email my account was shut down because I had made threatening behaviour I now have a Lithuanian man messaging me saying he’s had the same issue regarding 4000 he’s tried withdrawing and he’s send me screen shots of same message he has received from the casino here’s screen shots from live chat indicating my funds where 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.

So then what happens with it being unresolved? I just loose my money and that’s it?

Dear sam.91,

thank you for your update.

I have tried to contact the casino repeatedly, but unfortunately there has been no response within the given timeframe. At this stage, there is not much more that can be achieved without cooperation from the casino side.

For this reason, I will be marking this complaint as "unresolved" in our system.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints negatively affect the casino’s rating and can sometimes encourage them to re-engage and resolve the issue later on. If the casino decides to respond in the future, we will reopen this complaint and you will be notified by email.

As a next step, I recommend submitting your complaint directly to the casino’s licensing authority, which in this case is the Anjouan Gaming Authority. If you are able to see a license validator link at the bottom of the casino’s website, you may also try submitting the complaint through that channel. I personally was not able to see the validator on the website, although this may also have been caused by the VPN connection I used while accessing the casino page.

You can also use the official complaint channels provided by the regulator:

Third-party complaint policy: https://anjouangaming.com/regulatory-framework/third-party-complaint-policy/

Contact page: https://anjouangaming.com/contact/

Additionally, you may also try contacting one of the authorized ADR providers listed here to check whether they cooperate with TenoBet Casino:

https://anjouangaming.com/resources/authorized-adr-providers/

The regulator and ADR providers may have additional authority and tools to review disputes independently and could possibly assist you further.

If you need help with submitting the complaint or if you receive a response and are unsure how to proceed, feel free to contact me at samuel.s@casino.guru.

I’m sorry I could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru