TenoBet Casino - Player's balance has been confiscated.

Casino: TenoBet (tenobet29.io), Anjouan licence, operator Rabocse Sociedad de Responsabilidad Limitada

Disputed amount: €4,600

Complaint type: Forfeited balance on bonus cancellation, inadequate disclosure

What happened:

On 8 June 2026 I went to withdraw my balance of approximately €4,600, made up of €650 of my own deposited cash, a €100 Daily World Cup Bonus, and winnings from two sports bets. On the withdrawal attempt I noticed the €100 bonus attached to my account. I did not knowingly select this bonus. The casino's own deposit page shows this bonus is pre-selected by default, with a "CHANGE" button; the player must actively remove it, it is opt-out, not opt-in. I have a screenshot of this.

I cancelled the bonus. The cancellation prompt stated only that cancelling my €100 bonus was irreversible. It gave no warning that my entire balance would be forfeited, made no reference to my main balance, and at no point in my account was there any separation shown between bonus and cash funds. On confirming, my entire balance of approximately €4,600 was forfeited.

The operator's responses:

In their complaints correspondence, the operator admitted in writing that (a) the cancellation prompt "displays the baseline bonus denomination being cancelled, but it does not calculate a real-time summary of the total accumulated gameplay winnings linked to it," and (b) this disclosure issue was "formally logged for review by our compliance and software development teams." A later email acknowledged "the pre-selected nature of the interface can make the activation feel automatic."

Despite these admissions, they refused any refund. When asked to quote the exact clause stating that cancellation forfeits a player's own deposit and winnings (not merely the bonus), they cited clause 7.9, which only describes the balance as consisting of "main and bonus parts" and says nothing about forfeiture of the main balance on cancellation. When asked to provide the system record of a deliberate bonus activation by me, they declined, stating they would not provide "further system timestamps." They initially claimed the €4,600 "consisted entirely of active bonus-wallet winnings, not raw cash," which is factually incorrect, €650 was my deposited cash. Their internal complaints process is now concluded with a final refusal.

Why this is unfair:

I could not give informed consent to forfeiting €4,600 when the interface disclosed only €100 at the point of action. The bonus was applied by default, not by my deliberate choice, and the operator has produced no evidence of activation. Their terms contain no clause clearly stating that cancellation forfeits the player's own deposit and winnings. Even the low-quality operators I have encountered display the true amount at stake before a bonus cancellation is confirmed; TenoBet does not.

What I am seeking:

Return of the forfeited balance of €4,600, or at minimum my €650 deposit and a fair resolution reflecting the operator's admitted disclosure failure.

Evidence available: full email chain with the complaints team including their written admissions, screenshots of the live chat, screenshot of the deposit page showing the bonus pre-selected by default, marketing emails showing the automated daily bonus programme, and bank record of deposit.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TenoBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you?
• What was the nature of the bonus that was activated on your account? Was it a deposit bonus or a no-deposit bonus?
• What was the wagering progress on the bonus that was activated? Would you be able to check your records and share a screenshot of this information?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, thank you for looking into this.

Yes, my account is still accessible.

It was a deposit bonus, a €100 "Daily World Cup Bonus" (100% match) applied to a €650 deposit. I did not actively claim it, it was pre-selected by default on the deposit page and is applied unless the player manually removes it (screenshot already provided).

The bonus was not fully wagered when I cancelled it. Based on what live chat told me, roughly €1,900 of additional wagering remained. I do not have access to a precise wagering-progress figure, and when I asked the operator for their records they declined to provide them.

The central issue is this: when I cancelled the bonus, the confirmation screen stated only that cancelling my €100 bonus was irreversible. It gave no warning that my entire balance of approximately €4,600, including €650 of my own deposited cash, would be forfeited. The only figure shown to me was €100. I could not give informed consent to losing €4,600 when the interface disclosed only €100.

The operator has admitted this in writing. Their complaints team confirmed the cancellation prompt "displays the baseline bonus denomination being cancelled, but does not calculate a real-time summary of the total accumulated winnings linked to it," and that this was "logged for review by our compliance and software development teams." At no point was there any separation shown between bonus and cash funds.

Best regards,

Daniel

Thank you for your reply, dangaroo1.

I’m sorry to say I don’t have good news. Since the issue revolves around a sports-betting bonus, the issue falls outside of our expertise, and therefore we cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

Let me add that when it comes to casino bonuses, it's expected that winnings coming from an unwagered bonus are canceled if the player decides to cancel the bonus they received and the wagering has already started. In such a situation, it's advisable to cancel the bonus before any wagering occurs or to try to finish the wagering of the bonus. We recommend you try contacting a service that deals with sports-betting complaints if you wish to pursue the issue further.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.