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.

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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 veronika.f@casino.guru?
• 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 veronika.f@casino.guru, 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.

Dear gamblingproblem92

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello gamblingproblem92, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of RTbet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I still get their marketing messages.

Minulle tulee edelleen heidän markkinointiviestejään.

We have further contacted the casino representative to provide some answers and speed up the account closure.

Dear Costumer,

Thank you for contacting us.

Please accept our sincerest apologies for any confusion or concern you may have experienced regarding the status of your account. We can confirm that your account has officially been closed and you will no longer receive any communications from us.

Regarding your refund request, we are pleased to inform you that a refund of €1,500 was successfully processed on 20 February 2026.

Please note that depending on your payment provider and your bank's internal procedures, it may take three to five business days for the funds to appear in your account.

As the payment has now been processed, we consider this case resolved.

Thank you for your patience and cooperation throughout this process.

Kind regards,

RTBet Casino Team

Thank you RTbet Casino for resolving the issue at hand. Much appreciated.

Dear gamblingproblem92, please let me know whether you consider this issue successfully resolved, as your account has been closed, marketing communication should be ceased and the refund has been processed. I will keep this thread open until you confirm reception of the money, to ensure no further issues occur. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gamblingproblem92,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej