TenBet Casino - O pedido de retirada do jogador foi recusado.

I used a 100% bonus at Tenbet, fully met the bonus terms and conditions, and then requested a withdrawal of approximately €1,400. Initially, my withdrawal was ignored for weeks, despite repeated inquiries to support.

After more than 14 days, I received a message stating that my withdrawal had been declined and my entire balance had been deleted – with the explanation that I had played slots that were supposedly excluded from the bonus. This restriction was neither transparently visible nor adequately communicated before or during play.

Support even confirmed in writing beforehand that all conditions had been met and the withdrawal was being processed. It's all the more incomprehensible that they subsequently used a different interpretation of the conditions to deny the withdrawal and delete the balance.

During the account verification process, an operator asked me for the 3-digit CVV number of my credit card.

Ich habe bei Tenbet einen 100 % Bonus genutzt, die Bonusbedingungen vollständig erfüllt und daraufhin eine Auszahlung von rund 1400 € beantragt. Zunächst wurde meine Auszahlung über Wochen ignoriert, trotz mehrfacher Nachfrage beim Support.

Nach über 14 Tagen erhielt ich dann die Nachricht, dass meine Auszahlung abgelehnt wurde und mein komplettes Guthaben gelöscht sei – mit der Begründung, ich hätte Slots gespielt, die angeblich vom Bonus ausgeschlossen seien. Diese Einschränkung war weder transparent ersichtlich, noch wurde sie vor oder während des Spielens ausreichend kommuniziert.

Der Support hat vorher sogar schriftlich bestätigt, dass alle Bedingungen erfüllt seien und die Auszahlung bearbeitet werde. Umso unverständlicher ist es, dass man nachträglich eine andere Auslegung der Bedingungen heranzieht, um die Auszahlung zu verweigern und das Guthaben zu löschen.

Während Des Prozesses der Kontoverifizierung wurde ich von einem Operator nach der 3-stelligen CVV-Nr meiner Kreditkarte gefragt.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with TenBet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• What slots have you played during your bonus gameplay, please?
• Have you successfully passed the KYC verification, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Katarina, thank you for taking care of my issue with TenBet Casino. I have now forwarded you the most important emails from the email address I used to register at the casino, including the complaint ID. I have forwarded you the screenshots from my other email address. I also prefer this email address for future communication.

Many thanks and best regards from B************

*******

Hallo Katarina, vielen Dank, dass Du Dich um mein Anliegen mit dem TenBet-Casino kümmerst. Ich habe dir nun die wichtigsten Mails von meiner Emailadresse, mit der ich im Casino angemeldet war unter Angabe der Beschwerde-ID weitergeleitet. Die Screenshots habe ich dir von meiner weiteren Emailadresse weitergeleitet. Diese email bevorzuge ich auch für die weitere Kommunikation.

Vielen Dank und viele Grüße aus B***********

*******

Hello,

thank you for your message and emails.

• Could you please share a link for the bonus you have taken? Kindly post it here in the thread.
• Do you have an access to your account, please? Can you also share your game history? You can forward it to my email katarina.d@casino.guru.
• How long have you been a player at this casino, please?

Looking forward to your reply,

Katarina

Hi Katarina,

I registered at the casino on July 12, 2025. I used the welcome bonus for this. My account is currently deactivated at my own request due to the withdrawal situation, so I have no access to my game history. I have sent you confirmation that my withdrawal should be processed and a screenshot of the confirmation that the wagering requirements have been met via email.

Hi Katarina,

ich habe mich am 12.07.2025 neu im Casino angemeldet. Dafür habe ich den Willkommensbonus genutzt. Aktuell ist mein Konto aufgrund der Situation mit der Auszahlung auf meinen eigenen Wunsch deaktiviert, daher habe ich keinen Zugriff auf den Spielverlauf. Die Bestätigung, dass meine Auszahlung bearbeitet werden sollte und ein Screenshot von der Bestätigung, dass die Umsatzbedingungen erfüllt wurden habe ich dir via Mail zukommen lassen.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you gx79wxt2mr17 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TenBet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter