TenoBet Casino - プレイヤーの引き出しが遅れています。

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.

He hecho un total de 1370€ en depositos consiguiendo asi una retirada total de 2150€, 780€ de beneficio y jugando con bonus de deposito cumpliendo los requisitos en su totalidad, 4 retiradas aun "en revision" desde el 26 de enero las dos primeras (300-300-150-1400), tengo capturas de todos los retiros y depositos asi como el correo que me mandaron de KYC confirmando la verificacion total de mi cuenta, 14 dias han pasado desde que inicie el retiro y siguen diciendome que lamentan la espera que escalaran el caso al departamento correspondiente

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

No he logrado hacer ningun retiro exitoso aún pero tengo verificada mi cuenta por KYC, y las gamancias son de varios depositos que hacen un total de 1370€

My account has been closed without any explanation or reason.

Me han cerrado la cuenta sin ninguna explicacion ni motivo

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.