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