TenoBet Casino - Player's account has been closed without request.

Having won 850 euros and questioned the support team on timescales they have closed my account. This was not at my request. It is happening to hundreds of UK players and this site is a scam. I did not ask for a refund only when my winnings were to be paid. Trustpilot is full of complaints exactly the same it needs to be investigated

Hello Louise,

Thank you for getting in touch with us.

I wanted to let you know that we have now escalated your refund request to the relevant team. While this review is ongoing, your account will remain closed as requested. You will receive further updates directly by email as soon as more information becomes available.

If you need anything else in the meantime, please feel free to reach out to us at any moment.

Thank you for your patience and understanding.

Best regards,

Sienna

TenoBet Support

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.

Dear Tilly701,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Hi Katarina

I played slots I was very careful not to break bonus conditions and wagering requirements I read the terms and conditions thoroughly and I did not break any of these rules. This site needs to be stopped if you read the reviews on Trustpilot it’s heartbreaking reading them. All these game providers should know what Tenobet are doing and stop their association with them someone must surely know how to stop these scammers

Sent from my iPhone

I was fully verified before the account was closed.

Is there any update please.

Dear Tilly701,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have sent them

I have sent them Katarina

I have sent it by email. Thanks

They have blocked my emails now and it looks as though they are not accepting any UK players.

Dear Tilly701,

thank you for your email and your patience during this busy holiday season.

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My name is Jana,

and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact TenBet Casino outside this complaint thread and let you know any new information once I receive it.

Dear Tilly701,

I’m sorry to inform you that TenBet Casino has been closed and our email was returned as undelivered. Due to these circumstances, I will mark the complaint as "unresolved" in our system.

I understand that this is not a satisfactory outcome, and I truly regret that we were unable to provide further assistance in this matter.

Best regards,

Jana

We’ve reopened this complaint at the request of Tilly701. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Tenobet is still live and still taking peoples money and not paying any refunds or winnings. They promised me a 500 euros refund on 11/12/2025 and would take 14 working days. This has now passed and they are ignoring my emails. I still get acknowledgement emails so they have been received

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.

Dear Tilly701,

We have edited and updated the casino name in our system according to your request. Could you please confirm that TenoBet Casino is the casino you are filing the complaint against?

Once confirmed, we will proceed further with your complaint.

Thank you for your cooperation.

Kind regards, Jana

Dear Tilly701,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes it is Tenobet Casino

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana