The player from Chile reported that his account had been closed without cause or prior notice, and the casino had been unresponsive regarding the refund of his winnings. The Complaints Team requested additional information from the player to investigate the issue, including details about the account closure, balance, and communication with the casino. However, due to the player's lack of response to multiple inquiries and reminders, the complaint was closed without resolution. The player was informed that he could reopen the complaint in the future if he chose to provide further information.
Club Rbet Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: $58,000 CLP
Club Rbet Casino
Safety Index 6.0 Below averageCase summary
Discussion
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4 weeks ago
Translation
They closed my account without cause or prior notice. Now they're not responding, and they won't refund my money.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Club Rbet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- How much was your balance on your account prior to account closure?
- Could you please share with me your communication with the casino regarding the issue and other supporting evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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2 weeks ago
Dear Diegnin,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
