RTbet Casino - Player demands full refund after account closure.

Failure of Responsible Gambling Tools and Partial Refund of Deposits after Self-Exclusion Breach – RT Bet

Description of the Problem:

The Core Issue:

I am requesting a full refund of deposits totaling €2,650 made between December 2025 and January 2026. These deposits were allowed due to a catastrophic failure of RT Bet’s responsible gambling and self-exclusion protocols.

Timeline of Events:

1. Original Permanent Closure: On 15 April 2025, I formally requested a permanent account closure and self-exclusion due to a gambling problem. This was acknowledged by the casino.

2. Account Re-opening: Despite this permanent ban, the casino allowed me to bypass their systems, re-open an account, and deposit significant funds between late 2025 and early 2026.

3. Admission of Fault: After I raised this breach, RT Bet admitted their "Duty of Care" failure. They have already issued a partial refund of €10,000.

4. The Outstanding Balance: While they refunded the bulk of the deposits, they are currently withholding the remaining €2,650.

The Dispute:

By refunding the €10,000, RT Bet has legally and formally admitted that a breach occurred. There is no regulatory or ethical basis for a "partial" refund of deposits made during a period of failed self-exclusion. If the system failed, all deposits made during that failure must be returned to the player.

Current Status:

I have attempted to resolve this internally for weeks. Support repeatedly tells me the case is with the "appropriate department," but I have received no further communication or the remaining funds.

Desired Outcome:

I am seeking the immediate refund of the remaining €2,650 to my original payment method.

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Dear player, thank you very much for submitting your complaint. I am truly sorry about your negative experience with RTbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Has the casino indicated the reason they are unwilling to refund the rest of your deposits?
• Could you please share your original self-exclusion request along with any relevant communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila