Dispute Resolution

Timeline

If you have a complaint about Tenobet, the clock starts the day you first raised it with the operator. Under UK Gambling Commission rules, a licensed operator has eight weeks to issue a final written response. During those eight weeks, you can expect at least one acknowledgement, a case reference, and a final letter explaining the operator's position.

If the final response did not resolve the dispute, you have the right to escalate to an Alternative Dispute Resolution (ADR) body approved by the UK Gambling Commission within twelve months of the final response date. The ADR body considers the evidence and issues a decision; the decision is binding on the operator but not on you.

If the ADR process does not resolve the dispute to your satisfaction, you can take further action in the courts of England and Wales. The ADR step is not a prerequisite for court action, but it is a cheaper and faster first move.

Operator complaints

Open a chat with Tenobet support from inside your account. Keep the first message short and factual: the account number, the date and amount of the disputed transaction, and the question in one sentence. Ask the agent to log the exchange as a formal complaint and to send you a case reference. Save the chat transcript.

If the chat does not resolve the issue, follow up by email to the Tenobet complaints address (listed in your account dashboard and in the Tenobet help centre). Include the case reference, a copy of the chat transcript, and a short restatement of the facts. The written channel is where the eight-week clock runs, so a written record matters.

If eight weeks pass without a final response, you can escalate to the UK Gambling Commission's complaints route and to the ADR body that services Tenobet, whichever is relevant. The ADR body is named in the Tenobet terms and conditions.

ADR bodies

The UK Gambling Commission maintains a list of ADR providers. For the Tenobet UK surface, the relevant ADR provider is listed inside the Tenobet account under the «Complaints» page. Common ADR providers for UK-licensed casinos include IBAS (the Independent Betting Adjudication Service) and eCOGRA.

Filing with an ADR provider is free for the player; the operator covers the cost of the arbitration. The provider will ask you to upload a short statement of facts, the final response letter from the operator, and any supporting documents (chat transcripts, screenshots of the cashier, receipts).

The ADR decision usually arrives within 90 days of filing. If the decision is in your favour, Tenobet is contractually bound to implement it. If the decision is in Tenobet's favour, you can still take the matter to court, but you cannot re-open the ADR process on the same facts.

What we can do

We are an independent review site; we are not a party to your contract with Tenobet, and we cannot force the operator to credit a disputed bonus, process a stuck withdrawal, or re-open an account that has been closed. We do not have access to your account, we do not have a back-channel to Tenobet support, and nobody at Tenobet owes us a favour.

What we can do is read your submission carefully, point you to the correct ADR body or regulator, and — if your story reveals that one of our review pages is misleading — update that page. A specific, verified complaint has more weight on our editorial process than a generic negative review.

If a complaint is widespread (many readers writing in with the same symptom at the same time), we add a note to the top of the Tenobet review page and reach out to the operator for a comment. That is the strongest lever we have.

How to complain

Start inside your Tenobet account. Open a chat with support, write a short factual message, ask for a case reference. If the chat does not resolve the issue, send a follow-up email to the Tenobet complaints address with the case reference, a copy of the chat, and a one-paragraph summary of the dispute.

If eight weeks pass without a final response, escalate to the ADR body named in the Tenobet terms. The ADR filing is free for the player; you upload a short statement of facts and the supporting documents, and the ADR body issues a decision within 90 days.

If any step in this process is unclear to you, write to our editors through the contact form on this site. We cannot act on your behalf, but we can clarify the next step, point you to the relevant ADR provider, and update our documentation if your experience reveals a gap.