TenoBet Casino issues. (side 5)

Hi, I'm currently on day 6 waiting for withdrawal approval, I've deposited roughly €4000 and had withdrawals of €300 €1000 €900 all successful but now with €650 & €1000 still under review I'm getting abit worried they are not going to pay me out

Hi Radka, has there been any progress/update in last few days?

Hi, I know that when a player has to wait, it can sometimes make them feel uneasy. But if the casino has paid you out in the past, I wouldn’t worry and would just try to be patient. That’s often what a player needs to do, and the money will come. Sometimes it takes longer than you’d expect, but I’m confident it will work out. On the other hand I'm quite surprised you did collect money when I see casino's safety index, so I also don't want to mislead you and tell you that you will definitely get your money, but I hope so.

If the casino doesn’t pay within 14 days, we can always try to help, so I’d hold out a little longer, and if nothing happens, then you can give me an update and we’ll see what can be done.

Do you agree? 🙂

Are you referring to your complaint, and thus the entire case? If so, you'll have to wait for your case handler. There's a timer in the top right corner of your complaint. We don't know any more than you do until you receive a response.

Did you get any outcome here? They have just done exactly the same to me saying deposit didn’t go through. I checked my bank and it looks like money hasn’t been taken, but they’ve deleted all winnings

Hi, so if I understand correctly, even though you tried to deposit money, the payment didn't go through, but the casino credited your account, and you played, won, and now they've taken your money? If your deposit didn't go through, then I'd say you're not entitled to the winnings.

So try to tell me if that's how it is or not.

That’s what has happened. I only checked my bank now though. The payment appeared successful. I’ve played, won & had an email cancelling everything. Should at least pay the won amount

So, did the payment go through to the casino as usual? If so, then I actually think the money shouldn't have been confiscated if you didn't break any rules. 

Did you play with some bonus?

What matters most to me is whether the money was transferred from your account to the casino.

It did not leave my bank. But, if I lost would it have left later?

If the payment didn't go through, I'm sorry, but I don't think you'll get any money back. It’s like a casino giving you free money to play with and then letting you cash out if you win something. I don’t think any casino would do that. Maybe if it were part of some kind of bonus, but I can’t imagine that would be the case without you making a deposit.

If you lost, I wouldn’t look at it in terms of whether the money left the account you used to try to deposit. If the payment didn’t go through, it shouldn’t matter at all whether you won or lost at the casino.

If you make a payment & it accepts that’s their issue. Am I supposed to check my bank after every deposit? If they just said it failed immediately I could’ve deposited again

Maybe they weren't aware of it and were waiting to see if the transaction would be accepted or not. That can happen in some cases.

The fact that such an error occurred doesn’t necessarily mean it’s the casino’s fault; if the money didn’t leave your account, I wouldn’t blame the casino at all. But I’d be more interested in why the payment didn’t go through with the payment provider you used to make the deposit.

Will ask them but it doesn’t help me

Well, yes, it probably won't help you get back the money you "won." But it will definitely clarify why the deposit didn't go through, and you'll know to check it more carefully next time.

I have a total of 2600 (1,000, 2x200, 500, and 700) euros under review. I made my first withdrawal last week to Revolut, and received 1,000 today. They strive for 2/3 business days for approval, which I have not experienced them keeping yet. Subsequently, it also takes a few days before they actually transfer (approve and withdraw, could perhaps be done at the same time). I am not 100% convinced yet, but it has created some peace of mind. Be aware that they have a long list of countries that they do not approve (hopefully you will then be denied registration, and not first rejected when requesting a withdrawal), and that you can withdraw a maximum of 1,000 euros (or equivalent in another currency) per day, and a maximum of 2,000 per week. These are rather low withdrawal limits if you ask me. Their chat function (answers) may seem inadequate and sometimes more confusing than helpful. You have to be patient, but I hope that eventually I will end up getting paid everything I am owed.

Thanks for this information and your experience. I’d say the daily withdrawal limit isn’t that bad, I’ve seen much lower ones, but the weekly limit is pretty low, to be honest. 

As for withdrawal speeds, it probably varies from place to place. Usually, casino has to approve the withdrawal first, and then it’s sent, and it takes some time, so even if they give you a timeframe, I’d always take it with a grain of salt.

But I’d definitely appreciate it if you could let me know how your next withdrawals go and whether you received them.

I’m keeping my fingers crossed for you.🤞

Status on my payouts. I’ve only received the first 1,000 so far. Explanation is further down.

Had I known what I know now, I probably wouldn’t have created an account here. I do believe you get your money, but it’s totally off from what Gamstop (Rofus in Denmark) and other gambling authorities would allow.

1. There’s no option for deposit/game limits – the only option is to close your account for a period. They say ongoing payouts will be paid and the current balance won’t be affected during self-exclusion. I don’t trust that enough to try it.

2. Their "About Us" is just copy/paste of what’s supposed to be on a site. They refer to positive reviews from satisfied users, but when you ask them where you can read them, they do point to Google, Trustpilot, etc., but also say you shouldn’t trust what people have written.

3. Payouts.

If you’re just looking to have some fun and win some "quick" money on tips no one else has spotted, this isn’t the place to get it. A payout takes, according to their efforts, 2-3 days (which I haven’t experienced yet) for approval, then 3-5 (Revolut 2) from when they start the payout. If you try to make two payouts, the 2-3 days for approval of payout #2 only start once the #1 payout is approved, so it can quickly take almost two weeks to complete two payouts.

4. VIP

Apparently, they have an automated VIP system, which is quite fine. However, it’s so automated (sarcastically) that you can’t read or be told what it takes to achieve VIP status, but you get contacted by a manager when you’re eligible for it – why or how is unknown. Just as long as it can take to achieve this status, it can disappear just as quickly. They say it’s based on deposits and activity. Fortunately, I have fewer deposits than activity here during the World Cup, but one day without a deposit was enough for me to lose my 'status'.

Most importantly, I want to point out again, keep a close eye on all the countries they don't allow users from. I think this might be the reason for many of the unexplained shutdowns you can read about - list following:

USA, Netherlands, France, United Kingdom, Australia, Cyprus, Spain, Austria, Comoros, Germany, Sweden, Dutch West Indies (Aruba, Bonaire, Saba, Statia, St Martin and Curacao), all FATF Blacklisted countries (such as Iran, North Korea etc.) and sanctioned countries, any other jurisdiction that the Central Government of Curaçao (formerly the Netherlands Antilles) deems online gambling illegal or which are are blacklisted and other jurisdictions deemed prohibited by the Anjouan Offshore Financial Authority.

I see you've added a few more details to your experience. From what you're saying, you've already received some money, but as I understand it, the time it took to receive it wasn't quite what you had imagined. That's why it's probably a good idea to sometimes play at casinos that are regulated by your country, a licensing authority, and so on. You probably wouldn't be having these issues right now.

But thanks again for letting us know.

I hope the rest of the money will come, even if it takes a while.

Min oplevelse med Tenobet har været ret dårlig. Dybest set et fupnummer.

Jeg indbetalte €20, modtog en bonus og begyndte at spille normalt. Platformen skelnede mellem bonussaldo og sportssaldo, og da bonussen viste sig at være frigivet, fortsatte jeg med at spille med den saldo, der blev vist som tilgængelig.

Problemet opstod, da jeg forsøgte at hæve næsten €500 i gevinster. På det tidspunkt fortalte de mig, at jeg havde overtrådt bonusbetingelserne og annullerede alle mine gevinster.

Jeg bad dem om at forklare præcis, hvad jeg havde gjort forkert, og om at vise mig beviserne, men de svarede kun ved at kopiere og indsætte en generisk klausul uden at angive noget specifikt væddemål eller transaktion. Så lukkede de endda min konto.

Hvis jeg rent faktisk brød en kontrakt, burde de kunne bevise det. Lige nu ser jeg kun, at de har tilbageholdt min indtjening uden at give en klar forklaring.

Har andre oplevet noget lignende med Tenobet?