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

I deposited a total of €75 and won approximately €800 through normal gameplay.

I submitted two withdrawal requests: one for approximately €700 and another for approximately €100. Both withdrawals were pending review.

Shortly after submitting my withdrawal requests, my account was permanently closed. The casino informed me only that I had allegedly breached their Terms and Conditions, but they did not identify which specific rule I violated or provide any evidence to support their decision.

In their email, the casino stated that they would refund my deposits. However, I have not received any refund and none of my winnings have been paid.

I contacted the casino twice by email requesting:

the exact Terms and Conditions clause I allegedly breached;

a detailed explanation of the alleged violation;

any evidence supporting their decision;

an explanation as to why my account was only closed after I requested my withdrawals.

Despite these requests, I have received no substantive response. The casino has ignored my questions and has failed to justify withholding my withdrawals and closing my account.

I played in good faith and was never informed of any issue with my account before requesting my withdrawals.

I am requesting Casino Guru’s assistance in reviewing my case and helping me recover my legitimate winnings.

Important notice:

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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.

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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.

• What types of games did you play to accumulate the winnings you were trying to withdraw before your account was blocked?
• Did you accumulate your winnings with or without a bonus?
• Have you completed the full KYC verification process at this casino, or have you at least submitted any identity documents for account verification?

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

Hello Veronika,

Thank you for your response.

Games played:

I mainly played online slot games.

Bonus:

I accumulated my winnings without using any bonus. The winnings came solely from my own deposits and regular gameplay.

KYC verification:

Yes, I completed the full KYC verification process.

Please let me know if you need any additional information or documentation from me.

Thank you for your assistance.

Kind regards,

W. H.

Dear Wutru46,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for TenoBet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from TenoBet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As TenoBet Casino has not engaged or responded within our own dispute resolution process as an alternative dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action that could help to potentially resolve your issue.

Best regards,

Veronika

Casino Guru