TenoBet Casino issues. (side 6)

Hmm, based on what the casino says in its explanation, it seems to me like you used the bonus on something you weren't supposed to. Whether it was sports or slots. Have you tried checking the terms and conditions for something like that?

I wish we could help, but if it involves sports betting, that’s not possible, since we don’t have experts or insight into that area.

However, these links might be able to help you.

You can find them here:

https://www.askgamblers.com/submit-complaint

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.sportsbookreview.com/sportsbook-complaint/

Will you give it a try?

Hello,

I am on GamStop but owing to a recent relapse I signed up to Tenonet and deposited a significant amount of money.

i made withdrawels however they took so long to be reviewed and approved, that I would end up cancelling them and losing the money.

im fully verified as a UK customer but from reading the thread they shouldn’t accept UK players? If this is true, am I able to contact them to refund me for my deposited amounts and if so what is the best approach here?

Good day to you. First of all, I'm sorry to see what you have been through and appreciate you reaching out here.

The sad truth is that we cannot help you regain money lost through gambling because that loss was not the casino's action. I understand that players on Gamstop can only play outside the UKGC license, so I guess that explains why you can now only play in a casino that is not licensed in your country. Despite this, many offshore casinos still accept players from your country because there is still a demand. This sadly limits the use of such an argument to challenge the casino. I'm truly sorry.

I suggest closing all casino accounts across every brand and staying away as long as possible. 🙁

Hello Radka,

thank you for getting back to me.

my only query would be that in their T&Cs they clearly state UK players cannot play. However they verified my account with all my UK details so does that not imply through their lack of process and incorrectly verifying my account, it has led to me losing money that I shouldn’t have been able to.

Hello, I see that's perplexing, but in reality this is not a brick wall and if you are willing to play,... Let's say that If the casino states that players from certain countries are not welcome to play, then those countries should not appear on the registration list; that would be a clear signal. I just wonder, did the casino explicitly say in their terms that the UK is among restricted countries? If the casino has explicitly stated that the UK is among the restricted countries, then that would be a different situation.

Hello yes it clearly states in their T@Cs that the UK is a restricted country

Here it is for reference :

3.4.4. You are neither a resident of nor accessing the Website from regions including USA, Netherlands, France, United Kingdom, Australia, Spain, Austria, Comoros, Germany, Dutch West Indies (Aruba, Bonaire, Saba, Statia, St Martin and Curacao), all FATF Blacklisted countries (such as Iran, North Korea etc.) or sanctioned countries, any other jurisdiction that the Central Government of Curaçao (formerly the Netherlands Antilles) deems online gambling illegal or which are blacklisted and other jurisdictions deemed prohibited by the Anjouan Offshore Financial Authority.

Well, I guess that's a few previous points included. This part also can mean that it is actually up to the player to check whether this casino is supported by his local license and act accordingly. Simply put, it's like saying the players need to know their local legal restrictions.

But as I said, it depends on the context of the first few sentences opening this 3.4.4. point and the overall context of the situation. If the rules say that residents of the UK cannot register on the page and would not pay you the winnings based on your country of residence, it would be different. However, if the casino says that it holds no UKGC license but allows people from the UK to play and is willing to pay fairly gained winnings, we are talking about an actual model of an offshore licensing system.

Do you think the difference is clear enough?

Normally I would suggest a complaint but since the funds ahs been lost, there is little we can do now.