The player from the United Kingdom had successfully won money after opting out of bonuses but faced account closure when she attempted to withdraw her winnings. She had not received any responses to her email inquiries. The casino had agreed to refund €340 but initially refunded only €240, and the player was not informed about the reason for the account closure or the terms allegedly breached. The complaint was closed by the Complaints Team due to the player's lack of response to their follow-up messages and requests for further information.
TenoBet Casino - Player's account has been closed without explanation.
Closed
Our verdict
Player stopped responding
Amount: €500
TenoBet Casino
Safety Index 3.0 Very lowCase summary
Discussion
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2 months ago
Took all my deposits happily, I clicked no bonus so I had no bonuses to wager. Won this money legitimately. Tried to withdraw they closed my account.
no response from the email.
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2 months 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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2 months 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 to accumulate your winnings? Were they slots, live casino games, or sports betting?
- Have you completed the full KYC verification, or at least submitted any identity documents to the casino?
- Have you received any emails informing you about the closure of your account?
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 months ago
theyve now agreed to refund €340 but have only refunded €240 so far, I will keep you updated
and yes they just closed my account and refused to tell me what terms and conditions I broke.
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2 months ago
Thank you for letting me know. Have you received the remaining balance in the meantime?
Please forward all relevant communication between you and the casino’s customer support regarding the closure of your account and the refund of your balance to veronika.f@casino.guru.
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2 months ago
Dear LauraB1635,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
