RTbet Casino - El jugador no puede acceder a la cuenta y solicita un reembolso.

Hello, I haven't been able to access my account since Monday, March 24, 2025 (see attachment). I was told in the live chat that this was an administrative decision. I've sent several emails requesting a refund of my €70 balance. So far, to no avail. I hope someone here can help me.

Hallo, ich kann seit Montag, den 24.03.2025 nicht mehr auf mein Konto zugreifen, siehe Anhang. Im Livechat sagte man mir, dass das eine Entscheidung der Verwaltung sei. Ich habe mehrere Emails geschickt, dass man mir doch bitte mein Guthaben von 70 Euro zurückerstatten soll. Bisher ohne Erfolg. Ich hoffe mir kann hier geholfen werden.

Dear AK1982888,

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.

• Could you please specify what types of games you played, such as slots, live casino games, or sports betting?
• Have you completed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• Has the casino promised you a refund of your balance, or is it a request you made that has not yet been approved by the casino?

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

Hello, I've played a few slots and a bit of sports betting, not much. I've withdrawn there before, without any problems. KYC was never requested, not even with my first withdrawal. The casino simply sent me the following email (see attachment).

Hallo, ich habe etwas Slots und etwas Sportwetten gespielt, nicht viel. Ich hatte schon mal dort ausgezahlt, ohne Probleme. KYC wurde nie angefragt, auch bei meiner ersten Auszahlung nicht. Das Casino hat mir lediglich folgende Mail zukommen lassen, siehe Anhang.

Did you place bets with or without an active bonus shortly before your account was blocked? If you used a bonus, please provide a link or a screenshot of the bonus.

Could you specify which sporting events you placed bets on?

Has the casino informed you whether your remaining balance will be paid out?

Hello, I never claimed a bonus. I hadn't bet there for over two months before the ban, so the €70 balance was just sitting there. It's a mystery to me how a casino like this is rated so highly here.

The casino simply sent me the above email.

Hallo, ich habe nie einen Bonus in Anspruch genommen. Ich habe vor der Sperrung über 2 Monate nicht mehr dort gewettet, das Guthaben von 70 Euro lag also nur rum. Es ist mir ein Rätsel, wie so ein Casino hier so hoch bewertet wird.

Das Casino hat mir lediglich die o. a. Email zukommen lassen.

Could you specify which sporting events you placed bets on?

Hello, that can't be the reason for the sporting event I bet on. I bet on football once, then table tennis. But the account wasn't closed until two months later, after I hadn't played there anymore. Please write to the casino so I can finally get my balance refunded. This has been dragging on for over two weeks now. I think I've waited enough.

Hallo, das kann ja nicht der Grund sein, auf welches Sportereignis ich gewettet habe. Ich habe mal Fussball gewettet, mal Tischtennis. Aber das Konto wurde erst zwei Monate später geschlossen, nachdem ich dort nicht mehr gespielt hatte. Bitte schreiben Sie endlich das Casino an, damit ich endlich mein Guthaben zurückerstattet bekomme. Es zieht sich alles jetzt schon über 2 Wochen hin. Ich denke ich habe genug gewartet.

Thank you very much, AK1982888, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department handling such issues.

I have the feeling that the casino itself doesn't know why my account was closed. Only when the account is closed can the customer be properly paid out their balance.

Ich habe das Gefühl, dass das Casino selber nicht weiß, wieso mein Konto geschlossen wurde. Nur wenn man das Konto schließt, dann zahlt man dem Kunden auch ordnungsgemäß das Guthaben aus.

I just received a very strange email from RTBet (see attachment). Apparently, they closed my account at my request. That's not true at all. I never requested an account closure.

Eine ganz merkwürdige Email bekam ich gerade von Rtbet, siehe Anhang. Angeblich hätte man das Konto auf meinen Wunsch hin geschlossen. Das stimmt gar nicht. Ich habe nie eine Kontoschliessung beantragt.

Dear AK1982888,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RTbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RTbet Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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.

On April 15, I received an email from the casino, see attachment, where I was supposed to send my bank details. I sent them everything that same day, but to this day the payment hasn't been processed.

Am 15. April bekam ich eine Email von dem Casino, siehe Anhang, wo ich meine Bankdaten schicken sollte. Ich habe alles am selben Tag denen zugeschickt, bis heute ist die Auszahlung nicht durchgeführt worden.

It's a mystery to me how such a dubious casino is rated so highly here. That can't be right. You can see that they don't even respond here. My account has been closed for over a month, and I'm still waiting for a refund. If this isn't resolved here, I'll hire a lawyer and post the case on all the forums.

Mit ist es ein Rätsel, wie so ein unseriöses Casino hier so hoch gewertet wird. Das kann nicht stimmen. Man sieht ja, dass die hier nicht mal antworten. Seit mehr als einem Monat ist mein Konto zu und ich warte immer noch auf die Rückerstattung meines Guthabens. Wenn das hier nicht gelöst wird, werde ich einen Anwalt einschalten und den Fall in sämtlichen Foren veröffentlichen.

Dear AK1982888,

We would like to kindly apologize for the delay.

We would like to inform you that your payment will be completed as a matter of urgency.

Kind Regards,

RTbet Casino Team

Hello, I just received the money. Thanks, casinoguru

Hallo, das Geld habe ich gerade erhalten. Danke casinoguru

Dear AK1982888,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable.

Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo