TenoBet Casino - Player's winnings have been confiscated after account closure.

I signed up, deposited €250, and completed full KYC verification using my genuine UK identification and residency details. My account was approved by their verification team, and the site also allowed me to select the United Kingdom as my country when setting up withdrawal information.

After playing, my balance grew to €3,252.50 and I submitted several withdrawal request as per the casino rules confirmed on live chat (x3 1,000 EUR & x1 250 EUR).

While waiting, I emailed support asking them to confirm that UK players were allowed on the site, mainly because my KYC had already been approved and UK withdrawal options were available within the platform.

Shortly after that email, they closed my account permanently and claimed I had breached their Terms and Conditions. However:

* they did not specify which exact rule I supposedly broke,

* they did not explain why my UK KYC was approved,

* and they only offered to refund my original €250 deposits while confiscating the remaining balance/winnings.

I have screenshots and email evidence showing:

* approved KYC,

* withdrawal requests,

* account closure emails,

* and the fact UK details were accepted during registration/verification.

I’ve now submitted complaints to the tenobet complaints & support email address but have had no response

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.

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?
• Did you accumulate these winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Have you used any VPN or IP-masking software to alter your location while accessing the casino website?
• Has the casino specified which rule you allegedly broke?

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

Hi,

i played live casino games only (blackjack).

I never used any bonus.

i made no successful withdrawals prior to this.

i never used any bonus VPN.

the casino has not specified which condition or rule i have broken.

Hi Veronika,

has there been any progress in the last few days?

Dear bigwinz

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello bigwinz,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite TenoBet Casino to join the conversation.

Dear TenoBet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.