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Joined this site last week and funded €250, I then verified my account successfully, luckily I won and withdrew €1100, waited 2 days then received an email saying my account has been closed and deposit will be refunded due to a breach of terms and conditions, I’ve done nothing wrong and asked them but no reply, I also had over €400 left in my account, surely if a casino is using all certain operators (pragmatic etc) this should not be allowed, so dissatisfied

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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.

• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• Are you able to access the casino website from your country of residence (the United Kingdom, as I understand) without any issues?
• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?

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 Veronica, I didn’t alter my location, I can access the site without any issues,

i won the money mostly on live roulette and the casino slots, i had a few sports bets as well but everything i did was normal, i accumulated the winnings without a bonus, if u need anymore information please let me know

Thank you for your reply.

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Hi Veronika, 100% no, I am the only person with an account, ive also been checking things myself, this casino seems to be doing this to a lot of people

Dear Kevinmpm1

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

That’s great, thanks for all your help

Hello Kevinmpm1,

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.

Thanks Michal

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.