RTbet Casino - El retiro del jugador se ha retrasado.

For 3 weeks this shitty support has been telling me the same shit, namely that my payout is in the final stage, but why don't I still have my money after 3 weeks?! And why am I still not seeing any progress?! And why is support lying?!

SEIT 3WOCHEN erzählt mir dieser Drecks-Support die gleiche Scheisse, und zwar dass meine Auszahlung im Finalen Stage wäre ABER WARUM HABE ICH DANN NACH 3 WOCHEN IMMERNOCH MEIN GELD NICHT?! UND WARUM IST IMMERNOCH KEIN FORTSCHRITT ZU SEHEN?! UND WARUM LÜGT DER SUPPORT?!

Dear t3ck44,

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 understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I must also caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate any staff members of the casino or the professionals at Casino.Guru may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

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

Best regards,

Veronika

This is the first withdrawal.

- No bonus was used

- KYC not possible because the casino website says it is not required, which means I can't upload anything.

Of course, it's understandable!

Das ist die Erste Abhebung.

- Es wurde kein Bonus benutzt

- KYC nicht möglich, da auf der Casinoseite steht nicht erforderlich, wodurch ich nix hochladen kann .

Natürlich, ist verständlich!

Please forward me all the communication between you and the casino customer support regarding the delay in the processing of your payment at veronika.f@casino.guru, or post screenshots here. Thank you for your cooperation.

Unfortunately, I haven't exported any history. But every support request results in this message:

"Thank you for your patience. I have reviewed your withdrawal and noticed that there is a delay in processing.

I want to assure you that this is nothing to worry about and your withdrawal is safe. We ask for your patience while your withdrawal is processed and apologize for any inconvenience.

Once the process is complete, the status of your withdrawal will be updated in your account balance."

And these

"They have informed me that they are actively working to disburse the funds as quickly as possible. I can reassure you: They have been informed again by me and are working to resolve the matter as quickly as possible.

I'd be happy to help you personally with your question. However, my access to financial information is limited, so I can't promise any timelines."

Ich habe leider keinen Verlauf exportiert. Aber jede Supportanfrage läuft auf diese Nachricht hinaus :

"Vielen Dank für Ihre Geduld. Ich habe Ihre Auszahlung geprüft und festgestellt, dass es zu einer Verzögerung bei der Bearbeitung kommt.

Ich möchte Ihnen versichern, dass dies kein Grund zur Sorge ist und Ihre Auszahlung sicher ist. Wir bitten Sie um etwas Geduld während der Bearbeitung Ihrer Auszahlung und entschuldigen uns für etwaige Unannehmlichkeiten.

Sobald der Vorgang abgeschlossen ist, wird der Status Ihrer Auszahlung in Ihrem Kontostand aktualisiert."

Und diese

"Sie haben mir mitgeteilt, dass sie aktiv daran arbeitet, die Gelder so schnell wie möglich auszuzahlen. Ich kann Sie beruhigen: Sie wurden erneut von mir informiert und arbeiten daran, die Angelegenheit so schnell wie möglich zu bearbeiten.

Ich helfe Ihnen gerne persönlich bei Ihrer Frage. Allerdings ist der Zugriff auf Finanzinformationen meinerseits eingeschränkt, sodass ich keine Fristen versprechen kann."

Before we proceed with your case, could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports only?

I played exclusively slots, nothing else, no betting or live casino. 🙂

Greetings ✌️

Ich habe ausschließlich Slots gespielt, nichts anderes, keine wetten oder live Casino. 🙂

Grüße ✌️

Thank you very much, t3ck44, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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.

Dear t3ck44,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RTbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thank you.

The thing is, if documents or something similar are missing, I'm of course willing to provide them immediately. However, I'm not getting a response via email, the chat refuses to explain the problem, and the website itself says verification isn't necessary, so I can't upload anything.

Well, thank you for your effort, this casino is driving me crazy and doesn't seem to care about customer loyalty

Vielen Dank.

Das Ding ist ja, wenn Dokumente oder ähnliches fehlen, bin ich natürlich sofort bereit diese bereitzuustellen. Jedoch kriege ich ja über Email keine Antwort, der Chat weigert sich mir zu erläutern was das Problem ist, und auf der Website direkt steht verifizierung nicht notwendig und somit kann ich auch nichts hochladen.

Nunja, danke Ihnen Für die Mühe, dieses Casino treibt mich in den Wahnsinn und scheint auch nichts auf Kundenbindung zu legen

In the meantime I have set the payout to 100€, but that was at least a week ago.

This is the email response I received to my email inquiry.

Mittlerweile habe ich die Auszahlung auf 100€ gesetzt gehabt das ist aber auch schon mindestens 1 Woche her.

Das ist die Email Antwort, die ich auf meine Email Anfrage erhalten hab.

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.

Dear all,

We are currently looking into your request. We appreciate your patience in this matter.

Best regards,

RTBet Team.

Dear all,

Please be informed the withdrawal request was successfully completed. We truly appreciate your patience and understanding.

Best regards,

RTBet team.

Dear t3ck44,

can you confirm that you have received your funds?

Yes, I confirm receipt of the payout after exactly 6 weeks. Amazing. Thanks anyway, and thanks Casino Guru!

Ja ich bestätige den Erhalt der Auszahlung nach exakt 6 Wochen . Erstaunlich. Trotzdem danke und danke Casino Guru!!

Dear t3ck44,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru