TenoBet Casino - Player’s withdrawals are delayed.

I have made a total of €1370 in deposits, resulting in a total withdrawal of €2150, a profit of €780, and playing with the deposit bonus, meeting all the requirements. Four withdrawals are still "under review" since January 26th, the first two (€300-€300-€150-€1400). I have screenshots of all withdrawals and deposits, as well as the email they sent me from KYC confirming the full verification of my account. Fourteen days have passed since I initiated the withdrawal, and they keep telling me they regret the wait and will escalate the case to the appropriate department.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Do all your winnings come from the same deposit and bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

I haven't been able to make any successful withdrawals yet, but my account is verified through KYC, and the winnings are from several deposits totaling €1370.

My account has been closed without any explanation or reason.

I am sorry to hear about the recent development.

• Did the casino provide any explanation about the closure and withholding of your funds to you since your last post?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Please let me know. If there is any further communication between you and the casino, send it to my email at tomas@casino.guru for review.

Thanks for your patience and for the information shared with me via email.

Dear Traki.

I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, and the terms and conditions you allegedly broke related to your sports-betting activity only, there is little we can accomplish. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore 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.

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 this or any other casino — we will do our best to assist.