TenoBet Casino issues. (σελίδα 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.