The player from Finland had her account permanently closed due to gambling addiction but it was reopened without her consent, leading to further losses of €3,500. After requesting another closure and agreeing to a €2,000 refund, she is still receiving marketing messages and seeking assistance to recover the €1,500 lost.
RTbet Casino - Player's account has been reopened against her request.
Opened
Current status
Waiting for Casino Guru to reply
4d 20h 34m 41s
RTbet Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 days ago
Translation
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.
Automatic translation:
Public
Public
2 days ago
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2 days ago
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
