RTbet Casino - La cuenta del jugador ha sido reabierta a pesar de su solicitud.

I had previously asked the casino to permanently close my account less than a year ago due to my gambling addiction. Now they suddenly reopened my account and started sending me marketing emails, which made me gamble again and lose €3,500 to the casino. I asked for the account to be closed again due to my gambling addiction and a refund because they reopened my account and advertised a €60 cash bonus waiting in my account.

They suggested a €2000 refund, which I agreed to because I was afraid I wouldn't get anything back from them otherwise. I asked for this account to be closed again on 30.1. and again on 4.2. marketing messages are sent via text message and email, even though I have told them several times to stop it.

I would also like to get back the €1,500 I lost and I am asking for your help.

Olin aiemmin vajaa vuosi sitten pyytänyt kasinoa sulkemaan pelitilini lopullisesti peliriippuvuuden takia. Nyt he yhtäkkiä avasivat pelitilini uudelleen ja alkoivat lähettää markkinointipostia, mikä sai minut pelaamaan uudelleen ja häviämään kasinolle 3500€. Pyysin pelitilin sulkua jälleen peliriippuvuuden takia ja rahanpalautusta tästä syystä, että he avasivat tilini uudelleen ja markkinoivat 60€ käteisbonuksen odottavan tililläni.

He ehdottivat 2000€ palautusta, johon suostuin, koska pelkäsin etten muuten saisi mitään heiltä takaisin. Pyysin tätä pelitilin uudelleen sulkemista 30.1. ja vielä 4.2. sieltä lähetetään markkinointiviestejä tekstiviestitse ja sähköpostiin, vaikka olen siitäkin useamman kerran sanonut heille, että lopettaisivat sen.

Haluaisin vielä nuo menettämäni 1500€ takaisin myös ja pyydänkin tässä teidän apuanne.

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 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 forward me your original account closure request along with the casino's responses and all the subsequent communication at [email protected]?
• When exactly did you request your account to be self-excluded for the first time?
• Was your account reopened on its own, or did you ask the casino customer support to reopen your account?
• Is your account currently closed, or are you still able to access it?
• Are you still receiving promotional emails and text messages from 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,

Thank you for your response.

Unfortunately, I no longer have my original account closure requests from less than a year ago. However, they were sent to the casino by email, and the casino must have saved them, as it was a final closure request due to gambling addiction. I would ask the casino to provide you with these messages, as they have them in their archives.

In answer to your questions:

1. When did I first request account closure?

About a year ago, unfortunately I don't remember the exact date, but it was a final closure request due to gaming addiction.

2. Was my account reopened automatically or did I request it?

I have never asked to reopen my account. The account was opened without my request, and in the first message I was offered a €60 cash bonus, which enticed me to return to playing.

3. Is my account currently closed?

Yes. I requested to close the account again on January 30th, and the account was closed then.

4. Will I still receive marketing messages?

Yes. I have received several marketing messages since closing my account, most recently on February 3rd, both by email and text message, even though I have requested multiple times for the marketing to stop.

I hope this information helps to resolve the matter. I am willing to provide anything else I have and would ask the casino to provide you with my original closure requests as they have them.

Hei,

Kiitos vastauksestanne.

Valitettavasti minulla ei ole enää tallessa alkuperäisiä, vajaan vuoden takaisia tilin sulkemispyyntöjäni. Ne on kuitenkin lähetetty kasinolle sähköpostitse, ja kasino on ne varmasti tallentanut, koska kyseessä oli nimenomaan lopullinen sulkemispyyntö peliriippuvuuden vuoksi. Pyydänkin, että kasino toimittaa teille nämä viestit, koska heillä on ne arkistoissaan.

Vastauksena kysymyksiinne:

1. Milloin pyysin tilin sulkemista ensimmäisen kerran?

Noin vajaa vuosi sitten, tarkkaa päivämäärää en valitettavasti muista, mutta kyseessä oli lopullinen sulkemispyyntö peliriippuvuuden takia.

2. Avattiinko tilini uudelleen itsestään vai pyysinkö sitä?

En ole missään vaiheessa pyytänyt tilini avaamista uudelleen. Tili avattiin ilman pyyntöäni, ja ensimmäisessä viestissä minulle tarjottiin 60 € käteisbonus, mikä houkutteli minut palaamaan pelaamiseen.

3. Onko tilini tällä hetkellä suljettu?

Kyllä. Pyysin tilin sulkemista uudelleen 30.1., ja tili suljettiin silloin.

4. Saanko edelleen markkinointiviestejä?

Kyllä. Olen saanut useita markkinointiviestejä tilin sulkemisen jälkeen, viimeksi 3.2., sekä sähköpostitse että tekstiviestillä, vaikka olen useaan kertaan pyytänyt markkinoinnin lopettamista.

Toivon, että nämä tiedot auttavat asian selvittämisessä. Olen valmis toimittamaan kaiken muun, mitä minulta löytyy, ja pyytäisin kasinoa toimittamaan teille alkuperäiset sulkemispyyntöni, koska ne ovat heidän hallussaan.

Even today, 7.2. RTbet is sending me marketing messages. They are also not

closed my accounts from sister casinos, e.g. neon54, and the marketing messages caused a gambling addiction, which caused me to lose €5,000 to neon54 casino.

Vieläkin tänäänkin 7.2. RTbet lähettää minulle markkinointiviestejä. He eivät myöskään ole

sulkeneet tilejäni sisarkasinoilta esim neon54, ja markkinointiviestit aiheuttivat pelihimon jonka vuoksi hävisin neon54 kasinolle 5000€.

Please forward any marketing messages (emails or text messages) that you have received from the casino after your account was self-excluded to [email protected], or alternatively, post screenshots here with clearly visible dates and times.

Have you tried unsubscribing from these emails by clicking the "unsubscribe" option at the bottom of the messages?

Regarding your concern about other casinos, please note that RTbet Casino operates without a valid gambling license. As such, they are not bound by regulatory requirements and are not obligated to enforce self-exclusion across related or sister casinos, and you need to self-exclude from each casino separately.