The player from Spain had requested account closure the day after opening it due to gambling problems, but continued to play during the week it took to close. He had made a withdrawal request of €250 before the account closure, submitted the required documents, but received an email confirming the closure without any response regarding the withdrawal. The issue was resolved after the player confirmed satisfaction with the outcome. We acknowledged the resolution and marked the complaint as closed in our system.
TenoBet Casino - Player’s account is closed.
Resolved
Our verdict
Case closed
Amount: €250
TenoBet Casino
Safety Index:Below averageCase summary
Discussion
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1 month ago
Translation
I opened an account at this casino and the next day requested its closure due to gambling problems. It took them a week to close the account, and during that time I played again. The day before the closure, I requested a withdrawal of €250. They asked for some documents: proof of address, payment method, and ID. I sent them, and the next day I received an email confirming the account closure. I've emailed again requesting the withdrawal, but I haven't received a response. I don't know if I've lost the money since the account is already closed.
Automatic translation:
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1 month ago
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1 month ago
Dear Aramos172,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please clarify when exactly you informed the casino about your gambling problem? Please forward me the self-exclusion request to kristina.s@casino.guru.
- Also, when did the casino close your account?
- Did the casino specify any additional steps you need to take after your account was closed?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
Dear Aramos172,
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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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Aramos172,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
