RTbet Casino - Player demands action against misleading gambling practices.

Beste Casino Guru,

Ik wil een officiele klacht indienen tegen RTbet vanwege misleidende en onethische praktijken die hebben geleid tot een verlies van 5000euro .

Toen ik contact opnam met de klantenservice om mijn account te sluiten en mijn geld in één keer op te nemen, werd mij verteld dat ik slechts 500 per dag kon opnemen met maximaal drie actieve opnames. Vervolgens werd mij meegedeeld dat als ik mijn account zou sluiten, ik al mijn geld zou verliezen.

Deze restricties en dreiging van saldoverlies hebben mij gemotiveerd om te blijven spelen in de hoop mijn geld alsnog te kunnen veiligstellen. Dit heeft ertoe geleid dat ik uiteindelijk mijn volledige saldo van 5000 euro heb verloren. Ik voel mij hierdoor ernstig misleid en onder druk gezet om door te gokken. Dit is niet alleen onethisch, maar mogelijk ook in strijd met consumentenrechten en gokregelgeving.

Ik eis:

1. Terugbetaling van mijn verloren saldo van 5000 euro, aangezien ik door hun restricties en misleidende informatie geen eerlijke kans had om mijn geld op te nemen.

2. Een onderzoek naar hun handelswijze en of ze voldoen aan de regels van hun vergunningverstrekker.

3. Een eerlijke oplossing, zodat andere spelers niet in dezelfde val lopen.

Ik verzoek jullie om deze zaak serieus te nemen en mij te helpen bij het verkrijgen van gerechtigheid. Indien nodig zal ik verdere stappen ondernemen en deze zaak voorleggen aan gokregulatoren en andere klachteninstanties.

Met vriendelijke groet,

Mohammed ****

Dear m.li07,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RTbet Casino.

Please note some casinos can't close accounts before the balance is removed. However, casinos can self-exclude you or apply other restrictions other than account closure instead.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you requested a self-exclusion due to gambling problems or other reasons from the casino?
• Have you attempted to use any responsible gambling tools present on the website to limit your chances of losing?
• Is your account currently inaccessible to you?
• Have you requested a refund of your losses from the casino already? With what result?

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

Best regards,

Tomas

Dear Tomas,

Thank you for your response. I want to make it absolutely clear what happened with RTbet Casino.

When I initially contacted them, I requested to close my account and withdraw all my funds at once. They told me that if I closed my account, I would lose all my money. Fearing this, I kept my account open. At that time, I was hesitant to mention my gambling addiction because I was afraid it would result in losing my balance.

However, I have proof that even if I had explicitly stated that I was addicted, they still would have left my account open. Despite knowing about my addiction now, they continue to allow me access to my account instead of taking responsible action.

A few days after my initial request, I lost all my money. I then contacted them again yesterday, clearly stating my gambling addiction, requesting a refund, and demanding the closure of my account. Yet, they have still not taken any action and left my account open.

This demonstrates a complete failure in their responsible gambling policies, as they deliberately allowed me to continue playing, knowing about my addiction. I would appreciate your assistance in holding them accountable and recovering my funds.

Best regards,

Mohammed ****

Dear Casino Guru,

I want to make it clear that I can’t sleep and am constantly stressed about the situation. I keep thinking about whether I should keep playing and if I can get my money back. The only thing stopping me from doing so is this case and the hope that you will finally take action.

A day after my request, my withdrawal of 500 euros is still pending, and I can still cancel it and keep playing. This is despite me clearly stating yesterday that I am addicted. My account is still not closed.

I urgently request that they close my account, process the withdrawal, and refund my lost balance of 4500.

Kind regards,

Mohammed

Dear Casino Guru,

I would also like to inform you that, following my communication with RTbet and the disclosure of my gambling addiction, I have just now received bonuses from them. This makes it clear that they are not taking my request to close my account and treat my situation as a gambling addiction seriously.

This is another indication that RTbet is not acting in accordance with responsible gambling practices. They continue to offer me bonuses, even though I have stated that I want to freeze my account and stop gambling. This reinforces my point that they are not handling my situation properly and are not proactively intervening to help with my addiction.

I would greatly appreciate it if you could consider this in the further handling of my case and assist me in recovering my lost funds, as I have not been treated fairly by RTbet.

Best regards,

Mohammed ****

I cant attach the right screenshot its not loading can i have your e-mail to send it to?

Thank you very much, m.li07, for providing the necessary information.

I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. You should be able to submit screenshots here, I can see all previously uploaded screenshots from you. You can share further evidence with Matej as well.

I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello m.li07, 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. Could you please specify the date when you told the live chat agent about your gambling addiction? Was that the only time you mentioned the addiction? And have you tried to self-exclude using the official channels as described on the casino website in 'Responsible Gambling' section?

Also, 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 you can provide us with any and all relevant evidence. Any sensitive information can be sent to me directly to matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Beste Matej,

Bedankt voor je reactie en je hulp bij deze zaak.

Ik wil de situatie zo helder mogelijk uitleggen met de bijbehorende bewijzen.

Op 23 februari heb ik contact opgenomen met RTbet met het verzoek om mijn account te sluiten en mijn volledige saldo van €2500 op te nemen. Toen werd mij verteld dat als ik mijn account sloot, ik al mijn geld zou verliezen. Uit angst om mijn saldo kwijt te raken, heb ik toen gezegd dat ze mijn account open moesten laten en heb ik niets durven zeggen over mijn gokverslaving.

Vervolgens ben ik blijven spelen en heb ik mijn saldo verhoogd tot €5000. Daarna ben ik blijven doorspelen en heb ik uiteindelijk €4500 verloren.

Op 26 februari, na dit verlies, heb ik expliciet aan RTbet laten weten dat ik gokverslaafd ben en dat ik mijn account per direct wilde sluiten. Op dat moment had ik nog een opname van €500 in afwachting. Ondanks mijn duidelijke melding van mijn verslaving en mijn verzoek om te stoppen, werd mijn account niet gesloten en werd er niets ondernomen om mij tegen verder gokken te beschermen. Dit blijkt ook uit de screenshots die ik heb bijgevoegd.

Wat nog schokkender is, is dat ik op dinsdag daarna nog 100 gratis spins heb ontvangen van RTbet, wat opnieuw bewijst dat zij helemaal niet handelen volgens verantwoord gokbeleid. Ondanks dat ze op dat moment wisten dat ik verslaafd ben en wilde stoppen, bleven ze mij stimuleren om verder te gokken.

Dit alles toont aan dat het geen zin had om mij via officiële Responsible Gambling-kanalen uit te sluiten, omdat RTbet mijn verslaving volledig negeerde en mijn account open liet, zelfs na mijn melding. Mijn screenshots bewijzen dat zij, zelfs nadat ik mijn verslaving had bekendgemaakt, mij niet hebben beschermd en dat zij nog steeds het risico liepen om mijn saldo in beslag te nemen als ik mijn account had gesloten.

Ik hoop dat deze extra details en bewijzen helpen om RTbet verantwoordelijk te houden voor hun nalatige en misleidende praktijken. Laat me weten als er verdere stappen nodig zijn.

Alvast bedankt voor je hulp.

Met vriendelijke groet,

Mohammed

Thank you m.li07, I got the whole picture now. I mostly needed the dates that you have now kindly provided, to put everything in perspective.

I have also e-mailed the casino representatives, who will hopefully reply soon and we can sort this whole situation out as quickly as possible.

Dear m.li07,

We are sorry to hear about your situation.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

3.7 :- Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@rtbet.com , subject to the following conditions:

You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@rtbet.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

We would also like to bring this to your attention that you could had proceed with the withdrawal request as you did attempt a withdrawal request on 1st of March, 2025 and we helped you with your withdrawal request which was processed from our side on 5th of March 2025.

As currently we can see there is no balance in your account. We kindly request you to please share an email to support@rtbet.com for your closure request so we can proceed with your request accordingly.

Once again, we are sorry to hear about your situation and what you had to go through. Please take care!

Our team wishes you all the best for your future activities!

Best regards,

RTbet team

Dear RTbet Team,

Your response fails to address the core issues of my complaint and instead hides behind your Terms and Conditions to justify unethical practices. I want to make the following points very clear:

1. Misleading and Unfair Conditions for Account Closure

• Your Terms and Conditions state that closing an account with a positive balance results in forfeiting funds. This is an unfair and predatory practice that pressures players into continuing to gamble instead of withdrawing their money safely.

• A player should never be forced to choose between closing their account and losing their funds. This directly contributed to my continued gambling, leading to a total loss of €5000.

2. Failure to Act on Responsible Gambling and Addiction Disclosure

• I explicitly informed you of my gambling addiction on February 26, 2025, and requested my account closure. Despite this, you failed to take any action and left my account open.

• Even after disclosing my addiction, you continued to provide me with bonuses, encouraging further gambling instead of implementing protective measures. This is a blatant violation of responsible gambling practices.

3. Failure to Properly Handle Self-Exclusion Requests

• You claim that I should have submitted a self-exclusion request via email, yet even after I directly informed your support about my addiction, you failed to act.

• Your response shifts all responsibility to the player, disregarding your duty as a licensed operator to enforce responsible gambling policies when a player explicitly declares an addiction.

4. Violation of Fair Play and Gambling Regulations

• Your handling of my case raises serious concerns about whether you comply with the regulations set by your licensing authority. A reputable casino would have immediately closed my account and prevented further harm upon receiving my addiction disclosure.

My Demands:

• A full refund of my lost balance of €5000, as my losses resulted from your unfair withdrawal conditions and failure to act on my responsible gambling request.

• An official explanation of why my account was left open after my addiction disclosure, despite industry standards requiring immediate intervention.

• A commitment to reviewing and changing your policies to prevent other players from falling into the same trap.

If this matter is not resolved fairly, I will escalate my complaint further to the relevant gambling authorities and regulatory bodies. I expect a serious and transparent response addressing these violations instead of a generic reply referencing your Terms and Conditions.

I look forward to your prompt response.

Best regards,

Mohammed

Dear RTbet Team, the player basically said everything, so I will only reiterate that confiscating balance upon account closure - especially with gambling addicted players - is against our Fair Gambling Codex.

We would also recommend:

• closing the player's account indefinitely, without the option for re-opening, as well as ceasing with marketing messages via e-mail and text messages
• refunding alle the deposits (minus any withdrawals) made since the request of self-exclusion has been made
• last but not least, the rule about confiscating balance as a result of an account closure, should definitely be taken down

Please, let us know how you wish to proceed in this regard. Thank you.

Dear Matej,

Thank you for your message and your attention to my case. I would like to clarify some points regarding my deposits and the situation with RTbet.

I have not made any further deposits after I initially won €2500. After that, I was informed that I would lose all my money if I closed my account. This threat made me continue gambling, despite my better judgment. My balance then grew to €5000, but eventually, I lost €4500.

So, my question is: when you refer to "deposits," I would like to understand exactly what you mean. I have not deposited additional funds after my initial win. Instead, I continued to gamble, which led to my total loss. I would like to know how this affects my rights in this case and whether I am entitled to a refund based on my losses.

I appreciate your help in this matter and look forward to hearing from you.

Best regards,

Mohammed El Idrissi

Dear m.li07,

As per our terms and conditions :-

1.1 :- Please read these General Terms and Conditions prior to using our website RTbet.com (hereinafter referred to as the "Website"). By using or accessing any section of the Website you agree to be legally bound by all of the following terms and conditions (hereinafter collectively referred to as the "Terms")

1.3 :- If you do not agree to accept and abide by all of the Terms, you must not open an account or use any of the services offered through our Website. Further use of the Website will indicate your acceptance of the Terms.

Therefore, we consider that you agreed the following terms as well. :-



4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

• you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

<...>

3.7 :- Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@rtbet.com , subject to the following conditions:

You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@rtbet.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.      

We would also like to bring this to your attention that you could had proceed with the withdrawal request as you did attempt a withdrawal request on 1st of March, 2025 and we helped you with your withdrawal request which was processed from our side on 5th of March 2025.

As currently we can see there is no balance in your account. We kindly request you to please share an email to support@rtbet.com for your closure request so we can proceed with your request accordingly.

We are waiting for your closure request email so we can proceed further with your closure request as soon as possible. Thank you!

Best regards,

RTbet team.

For clarity, I will address each party in a separate post.

Dear m.li07, in cases like this we have a simple policy: once the player requests self-exclusion and clearly states the reason being gambling addiction, casino should act promptly and close the account within reasonable timeframe (which I am not going to specify as it is an internal policy of ours). If said timeframe has passed, we believe that - as the account should have been closed by that time - A) anything that the player deposits should be refunded B) anything that the player wins should not be paid out. In a perfect world, player asking for self-exclusion would have their account instantly limited, and the option for depositing and playing games would be disabled until it gets closed. However, that is very rare approach from casinos, so we have decided to go for the next best thing.

Because of the above - and the fact that you should not be threatened with losing all your money just because you want to close your account - we believe you should be refunded the whole 2,500€ you had at the time you informed the casino about your gambling problems and requested the account closure, minus the extra 2,500 from the winnings, since those occurred after the request.

Hopefully this helps to clarify our stance and the situation as we see it. If you have more questions or would like to discuss it further, feel free to do so.

Thank you for your clear and well-explained response. I find this to be a very reasonable and fair solution, and I appreciate the way you are handling the situation. This approach makes everything clear and seems like an appropriate way to deal with such cases.

Thanks again for the clarification!

Dear RTbet team, as per the previous post from m.li07 and myself, I would like to ask if you can reconsider this approach.

Threatening players with balance confiscation when closing the account - especially players who have serious gambling addiction - is against our Fair Gambling Codex, and overall extremely anti-consumer approach.

Please, let me know if you would consider the following, and if so, what can we do to help speeding up the process:

• closing the player's account forever, without the option for reopening, marking it as "closed due to gambling addiction" and cease with any and all marketing communication via e-mail and SMS
• refunding the player his original 2,500€
• amending the T&C so players who are facing gambling addiction, are not forced to either lose their balance, or keep fuelling the addiction by leaving their account open

Dear Matej,

We have sent you an email and waiting for your response.

Best regards,

RTbet team.

I understand that you have sent an email to Matej and are waiting for his response. However, since this concerns my account and my money, I expect to be directly informed about the content and progress of this communication.

I kindly request that you also forward the same email to me so that I can stay fully involved in the process. This matter directly affects me, and I expect transparency in handling my request.

I look forward to your response.

For the sake of transparency and also that I don't have to waste time needlessly relying messages between the player and the casino, it would be for the best if we can continue the discussion in this thread - barring any sensitive information that needs to be sent via e-mail due to GDPR or internal policies.

Basically the casino is requesting m.li07 to provide evidence of sending the self-exclusion request to the casino's support team at support@rtbet.com.

Dear m.li07, previously you have mentioned you have told the casino about your gambling addiction on 26th February. Do you have any screenshots or e-mails we can use as evidence?

Hi Matej,

I can’t upload the screenshots here, but I have already sent them via email. Also, they are already included in my other conversation on this thread. Let me know if you need me to resend anything.

Thanks!

Thank you. Could you please forward me the message from 19th March, ideally alongside with a screen recording showing you going into your Gmail account and showing the message in the "Sent" box? I will upload it amongst the internal files as evidence of proof.

Which message from 19 march?

Hi Matej, I’ve already sent the screen recording with the sent emails. Could you please let me know why you need it specifically? I want to make sure I understand the reason behind it. Thanks!

Nevermind, I thought you have sent an e-mail to the casino regarding the self-exclusion, therefore I needed a proof of it being sent. Since you have only dealt with the Live Chat Agent, the screenshots will suffice, as the casino should have a log of their own. I will forward the screenshots and ask the casino to reply directly to this thread.

Dear RTbet team, pelase see the communication between the player and your support agent, and let us know your thoughts. The agent clearly stated that closing the account would void all the balance, and gambling addiction was mentioned during the conversation as well. From our viewpoint, the agent should have immediately suspend options to deposit and play within the account, and inform the player about the proper self-exclusion process to follow. Once again, taking the balance due to the account closure is against the Fair Gambling Codex, and needs to be addressed as soon as possible. Thank you.

Hi Matej,

Just to clarify, based on the communication and the Fair Gambling Codex, I am fully in the right here and should be entitled to my €2500, correct? It seems very strange that this is even an issue. Could you confirm this and let me know the next steps?

Thanks.

To sum this up - we believe this whole situation has not been handled correctly, and hopefully we can remedy it and improve the conditions going forward.

Threatening players with balance confiscation when asking for account closure is extremely unfair practice - especially towards people with gambling addiction - since it forces them to keep the account open, and be able to deposit more funds to fuel the addiction.

I also believe you are entitled to your 2,500€, as that was the balance at the time, and live chat agent should have helped you to get the account closed within reasonable time. Instead, encouragement of keeping the account opened and requesting withdrawals was recommended, which is an incorrect procedure in sensitive cases like this.

I hope we can find a common ground with the casino representatives, get this case resolved amicably, and get the terms changed for the future, to avoid this problem happening to other players. Our stance on self-exclusion is that such requests should be taken most seriously, and dealt with as highest priority, making it as easy as possible for players to self-exclude. Especially if they are addicted to gambling, as they are not able simply to stop playing and wait with an open account until it gets eventually closed.

Dear Matej,

Thank you for your response and for supporting my case. I completely agree that the way this situation was handled was extremely unfair, especially given the circumstances. The casino should have immediately taken action when I requested account closure instead of forcing me to keep it open and allowing further deposits.

What makes this even worse is that, even after I requested self-exclusion today, RTbet has still not taken any action. They are fully aware of this case, yet they are doing absolutely nothing. Their refusal to acknowledge their mistake is disgraceful, and it’s clear that they are deliberately trying to evade or delay the payment by asking unnecessary questions. Everything is clear and well-documented—there is more than enough evidence proving that they were in the wrong. Instead of taking responsibility, they keep stalling and pretending there’s still something to investigate.

I truly appreciate your efforts in addressing this issue and pushing for fairer policies. I hope we can resolve this matter soon and that the casino acknowledges my right to the €2,500 balance. Please keep me updated on any developments.

Best regards,

Mohammed

Subject: RTBet Just Closed My Account

Dear Matej,

I just received an email from RTBet confirming that my account has finally been closed. However, they are still claiming to be "investigating" my refund request, which makes no sense. There is nothing to investigate—everything is clear, and they were undeniably in the wrong.

This is just another attempt to delay the payment instead of taking responsibility. Let me know your thoughts.

Best regards,

Mohammed

Thank you for the update, Mohammed, much appreciated to keeping me in the loop :)

I am glad at least the account is now closed and hopefully you will not be receiving any further advertisement messages either. Now we will wait what the casino decides to do regarding the refund, and the unfair terms.

Hi Matej,

Thanks for your response. I’ve sent an email with screenshots showing the time and date of my balance, as well as the time and date of my initial request. This confirms that the correct refund amount should be €2,571,32. Let me know if you need anything else.

Best regards,

Mohammed

I have already replied. :)

Hi Matej,

I haven’t received a reply to my message. Could you resend it?

Best,

Mohammed

Dear m.li07,

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

3.7 :- Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@rtbet.com , subject to the following conditions:

• You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

• In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@rtbet.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

And on 13th March, 2025. We did requested you to please send us your closure request via your registered email address, so we can proceed further, which we did.

As you sent a closure request via email only on 19th March, 2025. We closed your account as per your request and informed you about the same on 19th March, 2025 (within few hours).

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.      

Once again, we would like to bring this to your attention that you could had proceed with the withdrawal request as you did attempt a withdrawal request on 1st of March, 2025 and we helped you with your withdrawal request which was processed from our side on 5th of March 2025.

Dear Matej, player played the amount and later informing to refund as saying no option given that is not correct as even on Casino guru thread we kept saying please send us your closure request via email and the player only sent an email on 19th March, 2025 and the account was closed within few hours as per his request.

Therefore, as per our Terms and conditions 1.3. Player agreed with the terms and conditions of the website.

We hope this helps clarify the matter.

Our team wishes you all the best for your future activities!

Best regards,

RTbet team.

Dear RTbet team,

I want to make it very clear that I explicitly stated in the online chat that I wanted to close my account. You then informed me that if I proceeded with the closure, I would lose all my money. In that situation, isn’t it logical that I would keep my account open?

You are now acting as if I only submitted my closure request on March 19, 2025, while I had already communicated this earlier via chat. However, you put me in a position where I had to choose between losing my money or keeping my account open. This is not correct and not fair.

Additionally, Matej from Casino Guru is already fully aware of the situation. There is no need for him to read the same message again with your irresponsible terms and conditions. He has already concluded that your actions were highly irresponsible and that I am entitled to my refund of €2,500.

I expect an appropriate response and a resolution to this matter.

Best regards,

Mohammed

Dear RTbet team, I am getting the feeling that nothing I - or the player - say, is getting through. I will try to summarise the main issues once again, in hope that I can make our stance as clear as possible.

• Regarding the account closure request

As the player mentioned himself, there was no previous request made. As per provided screenshot of said conversation, when the player asked for account closure due to the gambling addiction on 23rd February, the live chat agent coerced him into choosing either closing the account and losing 2,500€, or leaving the account opened. This is highly unprofessional procedure and against our Fair Gambling Codex, as I have mentioned several times already. Anyone facing such decision would keep the account opened.

Alternative and correct solution would be if the support agent immediately escalated this issue to the proper department, and player's account should have been instantly restricted to only withdrawal option being available (no deposits and possibility to play). Then, let the player withdraw money and afterwards ask for account closure. Instead, the only choices were either voiding the balance or keeping the account opened, which is wrong on every level.

• Regarding the refund

We strongly believe this case has been handled incorrectly from the beginning, and therefore would like to reiterate that a refund of the original balance of 2,500€ should be considered by RTbet Casino. From the lack of responsibility towards gambling addiction, through the enforcement of unfair terms and conditions up to the lack of goodwill and willingness to even consider the case at hand displayed within the thread, I believe this is the least that can be done to remedy the situation.

• Unfair terms and conditions, point 3.7

So far we had really good relations with your casino and did not have a case where the player would inform us about enforcement of this unfair term. Hence we have assumed it is there as a platform given rule that will not be enforced by RTbet Casino. However - as I also mentioned before - this rule will have to be taken down and either be deleted or changed for a fair version - one that does not involve voiding the player's balance due to the account closure. Especially not if the player reports gambling issues. We would love to continue the cooperation in the future, but due to our internal policies and dedication to the Fair Gambling Codex, this rule has to be addressed, and we will be more than happy to discuss it further. If we can get it fixed to prevent cases like this one happening in the future, that would be fantastic.

Once again, I would like the RTbet team to consider these points and address them directly, instead of copy/pasting generic response citing the unfair terms as a correct procedure. I am more than happy to discuss possible solutions, ideas or viewpoints, but so far it feels like whatever is being said by me (or the player) is being ignored.

Subject: RTBet’s Undeserved 9.1 Rating

Dear CasinoGuru,

It’s shocking that RTBet still holds a 9.1 rating on your platform despite their terrible service, slow communication, and unfair practices. They are clearly not a trustworthy casino, and such a high rating misleads players into thinking otherwise. This needs to be reconsidered.

Best regards,

M

No worries, if this doesn't get resolved amicably, the rating will definitely change, and not for the better. I am currently looking for other ways of communication, to get to involve people who will be willing to talk. However, the rating stays as is for the moment, as there is still a possibility of successful resolution. We never punish the casino before the case is closed, as sometimes new evidence appears and completely changes the narrative of a complaint. I am not saying that is what will happen here - this case is quite clear - just trying to explain that in the past we had cases like that. So to be fair to both sides, we only change the rating once everything is said and done.

Thank you for your message and for explaining your approach to handling cases. I truly appreciate the fairness in your process and the opportunity for a resolution. It’s reassuring to know that you are dedicated to reviewing all evidence before making a decision, and I value the effort you put into ensuring that both sides are heard.

Hello all,

We have forwarded the request to our relevant team and we are too waiting for an update. We will share the update over here, at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

RTbet Casino.

Dear RTBet Casino,

Thank you for your response. However, I must express my frustration with the continued delays and lack of real progress. It has been far too long since this issue was first raised, and the slow communication only reinforces the concerns about RTBet’s reliability.

Your "waiting for an update" response does not inspire confidence, especially given the history of poor communication. I urge you to take this matter seriously and provide a concrete resolution immediately.

I expect a real update—not just another delay—at the earliest possible time.

Best regards,

Mohammed

I have contacted person higher up within the casino chain, hopefully we will get a real answer sooner rather than later.

Thank you very much

Dear Matej,

We have already sent an evidence to you on April 1st, via email and waiting for your update.

Please check and let us know. Waiting for your update.

Best regards,

RTbet Casino.

can you please send me also the evindence

Apologies, my mailbox is getting bombarded by e-mail as of late, and I have not reached 01/04 date in replying to them as of yet. I can confirm reception of the message, and have prioritised replying to it to avoid further delays.

Dear m.li07, the evidence contained your conversation with the live chat agent confirming the issue above, when you were forced to leave your account opened on 23rd February when you have been told about balance void out if you proceeded with the account closure. Rest was internal files of the casino I am not allowed to share, but since it was inconclusive, I have requested more detailed statement.

Currently I am waiting for the response from the casino, to determine further steps.

Thank you for your message. However, I am somewhat confused about the current status of my case and would appreciate some clarification.

Can I assume that my claim is still being recognized and that I am entitled to a resolution? Or is there something in the evidence from RTbet that might jeopardize my claim?

I would appreciate it if you could clarify this matter as soon as possible.

Dear Matej,

We have replied to your email.

We are waiting for your update. Thank you!

Best regards,

RTBet team.

Hello Matej,

I don’t understand why RTbet keeps delaying the case by asking continuous extra questions. You must realize that this is fully within my rights, and the case shouldn’t be unnecessarily delayed. Could you explain why this is happening and what the next steps are to speed up the process?

Thank you for your help.

Best regards,

Mohammed

I have replied to the e-mail now.

As for the delays, I am unsure myself why we are even going through all this at such lengths. Maybe casino's internal policies have changed, maybe there is a new management - I do not know. But we are getting to the bottom of this, and hopefully get an amicable resolution in the process. Unfortunately for now I can only say the unpopular "hold the line, please, we are looking into it". I will keep you updated via this thread as soon as something happens.

Thanks for the update, Matej. I appreciate that you’re looking into it, but it feels like the process is taking unnecessarily long without any concrete results. Do you still stand by my side in this case? Do you still believe that I am entitled to the €2500 refund?

If I didn't believe there is a case, this complaint would be closed long time ago. I can't guarantee you'll get your money, but we'll get this sorted one way or another. The ball is with the casino now, so we'll have to wait and see. Unless the team suddenly comes up with some indisputable evidence that will blow everything and everyone away, our stance stays unchanged.

Can you please let me know what are they saying exactly in their e-mails?

hallo matej,

can you please check your e-mail?

I have already replied this morning. Unfortunately, it takes time for me to reply to the e-mails, as my mailbox is being overwhelmed and every message needs to be checked and assigned to a case, which takes me longer than I would like.

I didnt receive it?

My apologies, it was stuck in the Drafts folder with couple of other messages I thought I have sent this morning.... You should get it shortly.

Dear Casino Guru team,

I am honestly shocked that RTbet still holds a rating of 9 on your platform. My experience – and likely that of many others – proves that this casino does not operate with integrity.

In my case, they have done everything to delay the process:

• They keep repeating the same questions, even though I’ve already answered them thoroughly.

• They request unnecessary steps purely to stall the case.

• And now… they’ve simply gone silent. They are completely ignoring me, despite the fact that I’ve provided all required evidence and communicated clearly and respectfully.

This isn’t just unprofessional – this is intentional stalling and player manipulation. It’s clear that RTbet is trying to wear players down until they give up.

I strongly urge Casino Guru to:

1. Drastically lower RTbet’s rating – they do not deserve a 9, they deserve a public warning.

2. Expose these shady practices – so players know exactly who they are dealing with.

3. Hold RTbet accountable – just like you have done with other dishonest operators.

You have both the power and the responsibility to protect players from this kind of behavior. Please don’t let this case be ignored. RTbet must be seriously penalized for how they treat their players.

With deep frustration and hope for justice,

Mohammed

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.

Hi Matej,

Rtbet has failed to respond within the 7-day period. Will you be contacting them again now, or do we simply have to wait another 7 days starting from today?

Please let me know what the next step is.

Thanks in advance!

Kind regards,

Mohammed

Hi Matej,

I hope you’re doing well.

I just wanted to follow up on my previous message. RTbet has not responded within the 7-day period, and I also noticed that they did reply to other complaints last Friday—yet my case still seems to be ignored.

Will you be contacting them again now, or are we expected to wait another 7 days starting from today?

Looking forward to your update.

Kind regards,

Mohammed

The casino rating went from 9/10 to 9.1/10. How is this possible if this complaint is still going on and they are ignoring mee?????

Hello Matej, 

We apologies for the delayed response. 

We have responded to your email and attached the statement you had requested for.

We are waiting for your update. Thank you!

Best regards,

RTBet team.

Hi Matej,

I want to remind you of what you told me:

"Unless they somehow produce some new, irrefutable evidence – you either get your money back, or their rating will plumet. Voiding balance due to account closure is not something we consider fair."

RTbet took two full weeks to respond, and according to the complaint thread, they say they’ve sent you an email. This case has now been going on for over two months. The evidence is clear, yet things are still being dragged out.

If they haven’t provided any solid new evidence, then it’s time to act. Either they refund the €2,500, or their rating should drop significantly. Delays and avoidance like this shouldn’t go unpunished.

I hope you take this seriously and follow through as you said.

Best regards,

Mohammed

Dear RTBet team, I have received the message, however the attached CSV file does not open correctly. Could you re-send it in more readable form, please? Or recommend an app that can open it correctly for me? Thank you.

Dear m.li07, I have not changed my position and we either get the resolution, or the casino rating will be adjusted - unless some new evidence is presented. I have stated that many times here, and in the e-mails with the casino and yourself. But let me be real for a moment. I am trying to help you. I really do. However, I am dealing with 30+ complaints at this time, alongside my other work duties, and there is only so many hours in a day. I have no time to keep repeating the same thing to you every 2 days - that I am doing my best to help you. I told you this will take time. You pressuring me here in this thread and via e-mails is not winning you any favours, and I would appreciate if you could stop, so I can focus on the resolving the issue, instead of writing the same thing over and over. I have been as transparent as possible, always informing about progress (or the lack of) here, but seems like the more I try to be nice, the more you jump on my neck. Also - I do have an option to step away from this case, so please do not force me to do it.

Currently, I am trying to find a common ground with the casino representatives, and as soon as we agree - or disagree - on the views of this complaint, I will instantly post an update here - as I always do. It is also in my interest to get this resolved successfully, and not to drag it out unnecessarily, but I can't speed up what I can't speed up. So please, be patient, and let me do my best to help you. Thanks.

Dear Matej,

I want to apologize for any frustration I may have directed towards you. The frustration was never meant for you but for RTBet and the way they have been delaying everything, which I find completely unreasonable. I truly appreciate the work you’re doing, and I value your efforts to help me resolve this case. My sincere apologies again for any confusion.

Thank you for your understanding,

Mo

Dear RTBet team, I have replied to your message. I have sent quite a long wall of text, so beware. :))

I have tried to explain our stance with this case in detail, why we believe voiding balance is unfair and why the case has been mishandled by the live chat agent. Especially for a casino with a safety rating of 9, player safety should be paramount, and hopefully I have managed to explain this well enough.

I have also repeated our proposal for a resolution, and hopefully we can come to a conclusion soon. If you disagree with the refund and term amendment, feel free to let us know what would you consider a proper steps towards successful resolution, and we can take it from there.

Hi Matej,

Would it be possible to post that long message here as well? It might be useful for others following the case, and I’d also like to keep everything in one place if possible.

Thanks in advance!

Dear Matej,

We have asked a doubt via email.

Waiting for your update.

Best regards,

RTBet team.

Hey Matej,

Would you mind letting me know what exactly RTbet said in their latest email? I really don’t want to come across as pushy, but to be honest, I find it quite disrespectful that they keep refusing to communicate through the complaint, even though I’ve asked multiple times. I’m just trying to understand their position. Thanks a lot in advance for your help!

Dear m.li07, after a back and forth communication with the casino, the TLDR version of it is that while we believe any mentioning of "gamble" or "gambling" should be investigated by the support team - to avoid any possibility of being misunderstood - the casino sees your chat from 23rd as too vague. Without any prior indication of having such issues, they are taking into the consideration only your conversation from 27th as the first time properly mentioning the gambling addiction. I still believe that communicating especially with non-English native speakers should be always as clear as possible, but we could go on forever like this.

Currently, I am waiting for a response regarding the refund amount, in hopes of bringing this case to a closure. If it is at least around the amount we find valid, we can take it from there and it would be pointless to keep squabbling about semantics any further.

I am swapping the timer back to the RTBet team, while waiting for the reply.

Thank you for the update.

I understand the situation, even though I don’t fully agree with the casino’s view. I appreciate your efforts and will wait for the refund offer. Hopefully, we can close this case fairly.

Hey Matej,

I don’t know if they’re being serious, but this is the response I got from RTBet. They said my refund request was forwarded to their financial department and that I’ll receive more information by email soon. They asked for a bit of patience.

Hi Mohammed, while waiting for the casino reply, could you please clarify your account balance for me, so I can establish some kind of a timeline?

You have said you had 2,500€ on your account originally - I guess that was around 23rd February, a date the casino is not accepting as a proper request for self-exclusion. Then you mentioned increasing your balance up to 5,000€ until losing nearly everything down to 500€. Do you remember roughly when did you played and won the 5,000 and when did you start losing? From the evidence provided by the casino, you made a withdrawal of 500€ on 1st March, so I am guessing it is the leftover of your balance from the time you have started to deal with the complaint through Casino Guru?

I understand you're seeking compromise, but you've already admitted their actions were unacceptable. The facts are clear: 

- I started losing money on February 25th 

- They forced me to keep my account open under threat of losing my funds 

- Who would ever self-exclude when told 'your money disappears if you do'? 

This wasn't gambling - it was financial coercion. The only acceptable outcomes are: 

1) Full €2,500 reimbursement, or 

2) The lowest possible rating for this predatory behavior, followed by regulatory reports. 

Their 'policy' is just institutionalized extortion. I won't let them do this to other players.

Dear Matej,

We have replied to your email.

Waiting for your update.

Best regards,

RTBet team.

Hi Matej,

I just want to express once again how extremely disrespectful I find it that they keep insisting on communicating only via email. I literally see no transparency in what they are saying. I find this truly unacceptable.

How am I ever supposed to negotiate properly with them about a refund if they are already showing this level of disrespect?

Hi Mohammed, the casino is sharing files from the internal system, that I am not allowed to disclose, hence the e-mail communication.

I always post an update here to keep you up to speed, and that is why I was asking for the cashier history and a rough estimation how the account balance. However, the casino provided the whole account history, so now I have all the data I needed. I will reply to the casino's e-mail and will post an update for you here tomorrow, after we discuss this case internally, as there is too many factors to consider. I am not happy about the currently proposed resolution from the casino, but will double-check with my peers, so we can decide the next course of action.

Thank you very much for the update and for keeping me informed.

I appreciate your efforts and the time you are taking to handle my case carefully.

I look forward to hearing from you tomorrow.

Dear Mohammed, unfortunately I don't have good news for you, and the final decision will not make you happy at all.

After presenting this case to my peers and supervisors, it was agreed that the initial conversation with the live chat agent on 23rd February was too vague to class as a self-exclusion request. As you have not mentioned any further issues with gambling addiction or any other gambling problems (only discussed account closure and withdrawal of funds), this conversation will not be taken into account for this complaint. The word "gamble" is a term too widely used in gambling business, and therefore it is not a clear statement of a gambling problem.

Therefore, your first official mention of a gambling addiction is from the 26th February, according to the provided screenshots of the conversation with the live chat agent - provided by both you and the casino. According to our policies, this should have been investigated further by the live chat agent, as any mentioning of the gambling addiction should be taken very seriously, and not left to chance. Following the 24 hour period the casino needs to process any self-exclusion request, your account should have been closed since 27th February 2025. This did not happen until you have sent a self-excusion request on 19th March, and the account has been closed within the 24 hours. Casino agreed the conversation on the 26th should have gone differently, and your account should have been closed since 27th February.

As such, RTbet also agreed to refund any deposits made between 27th February and 19th March, which is 100€ (deposited on 28th February), and I believe you have already received the message about the payment being processed. Since you have been able to withdraw your remaining balance of 500€ on the 1st March, there is nothing else to be refunded. The evidence provided is not substantial, and the decision has been made that this case will have to be rejected.

I deeply apologise for raising your hopes, but I did believe (and still do) that the conversation on 23rd should have been handled completely differently by the live chat agent. Although, now I understand that if we insisted on this case as I did, the vagueness of your initial statement would create a bad precedence for dishonest players trying to abuse the self-exclusion rules in the future. They could misuse this with their complaints - pointing out at this case as a proof that saying the word "gamble" in any way is enough to get their deposits back. Therefore, to ensure rules are not being misused in the future, this case will be rejected. Hopefully I managed to explain this well enough, but if you have any further questions, I will answer them to the best of my abilities - whether you post them here, or send them via e-mail.

However, this complaint has exposed issues that will have to be addressed by the RTbet Casino, if the rating is to stay as high as it is right now. I will continue the talks with the casino representatives, to initiate the change and see it through, outside of this complaint. We believe that a casino with safety index of 9+ should be investigating every mention of the word "gamble" or "gambling", especially when talking to someone whose first language is not English, to ensure nothing is lost in translation. The fact that the agent was not asking for the reason of the account closure request on 23rd February, is very worrying. To make matters worse, even in the discussion from 26th February, the live chat agent ignored the direct mentioning of gambling addiction, and kept the account opened, which could have ended up badly for the player. As the addicted players can't control their spendings and their addiction strikes at random, they need to be protected. This is against the responsible gambling policy, and will have to be addressed, alongside the unfair terms threatening players with losing the balance if they decide to close their account. We will work with the casino on either adjusting the terms for a fair version that will protect both casino and the addicted players, or readjust the rating accordingly.

I will keep this thread opened for now, in case of further questions or additional comments. Afterwards, this case will be closed as 'rejected'.

Craziest decision ever, but I already knew that’s how the gambling industry works. Everything is set up to make players lose and shift responsibility as much as possible.

Honestly, I don’t understand how you can say the message from February 23rd was too vague, when the word "addiction" was clearly used on February 26th. Even with that, the casino still failed to close my account the next day as they were supposed to. So whether I said it on the 23rd or not wouldn’t have made any difference – they ignored it anyway. And again, what kind of gambling company thinks it’s okay to keep someone’s money just because they want to close their account? That’s not just unethical, it’s robbery.

With that being said, I still hope you will come to see that RTbet acted deliberately. Even if my message on February 23rd was considered vague, it should have raised concern — especially coming from someone whose first language isn’t English. And then, when I clearly mentioned gambling addiction on February 26th, they still chose not to close my account. That’s not a mistake — that’s a conscious decision to ignore a vulnerable player. It’s hard not to see this as intentional negligence. I truly hope Casino Guru won’t ignore this behaviour, because a casino with such a high safety rating should not be allowed to get away with this kind of conduct.

Honestly, I don’t understand how you can say the message from February 23rd was too vague, when the word "addiction" was clearly used on February 26th.

The problem is that while on 23rd you still had over 2,000€ balance, on the 26th it was all gone. If you mentioned addiction, gambling problems or anything of such sort on 23rd, we could dispute a refund. But since you clearly mentioned addiction only on 26th, we could only dispute the additional deposit on 28th and your account balance from 27th onward.

Even with that, the casino still failed to close my account the next day as they were supposed to. So whether I said it on the 23rd or not wouldn’t have made any difference – they ignored it anyway. And again, what kind of gambling company thinks it’s okay to keep someone’s money just because they want to close their account? That’s not just unethical, it’s robbery.

With that being said, I still hope you will come to see that RTbet acted deliberately. Even if my message on February 23rd was considered vague, it should have raised concern — especially coming from someone whose first language isn’t English. And then, when I clearly mentioned gambling addiction on February 26th, they still chose not to close my account. That’s not a mistake — that’s a conscious decision to ignore a vulnerable player. It’s hard not to see this as intentional negligence. I truly hope Casino Guru won’t ignore this behaviour, because a casino with such a high safety rating should not be allowed to get away with this kind of conduct.

Rest assured this is not the end on our side. I have already contacted the casino representatives regarding this, and will investigate further. While it won't change anything for this case, a silver lining is that thanks to this complaint we have been made aware of the issue. Depending on the willingness to cooperate from the casino, we'll either amend the terms for a fair version protecting the vulnerable players, or will have to discuss the safety rating internally, as this is quite a nuanced problem, that can't be left as is.

As for you personally, I can now only recommend using the BetBlocker app (https://betblocker.org/) on both your mobile and desktop, to keep you safe from gambling sites as much as possible. Gambling addiction is a serious problem, and if left unchecked, can lead to disastrous endings. I am sorry I could not be of more help in this case, but if you need help finding someone nearby who can help you with the gambling issues, let us know, please.

Thank you for your message. I truly appreciate your concern and the advice you’ve given me. I believe that if it had been entirely up to you, you would have helped me further — and that means a lot. Thanks again for your time and understanding.

Thank you for the kind words, and once again I am sorry I could not be of ore help on this occasion. Due to the aforementioned reasons, and the fact there is nothing else that can be said, this complaint will now be 'rejected'. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.