RTbet Casino - Player's account has not been closed despite repeated requests.

I am submitting this complaint regarding RT Bet’s serious failure to uphold responsible gambling obligations and their own stated policies.

On March 30th, I explicitly informed RT Bet that I suffer from a severe gambling addiction and requested the immediate and permanent closure of my account for my own protection. This was not a casual request, it was a clear disclosure of a vulnerability that should have triggered urgent action under any responsible gambling framework.

Instead of acting promptly, RT Bet responded by asking me to confirm the closure. I confirmed clearly and unequivocally that I wanted my account permanently closed due to my addiction.

Shockingly, they then asked me to confirm again, which I did for a second time.

At this point, there had been multiple explicit confirmations from a self-identified problem gambler requesting permanent closure. RT Bet had more than sufficient notice and obligation to act immediately.

However, instead of closing my account, they continued engaging with me and even went as far as sending me promotional communication encouraging me to reclaim cashback. This is completely unacceptable. Sending incentives to a user who has repeatedly disclosed a gambling addiction and requested permanent closure is not only irresponsible it is predatory, and of course due to the fact that I am

struggling with a severe addiction, I fell for these predatory tactics and lost 4000$ a couple days later.

Because they failed to act when they should have, I was allowed, and effectively encouraged to continue gambling, resulting in further financial loss and harm. This situation was entirely preventable had RT Bet followed basic responsible gambling protocols.

To summarize the key failures:

I disclosed a severe gambling addiction clearly and directly.

I requested permanent account closure multiple times.

I confirmed closure requests more than once when prompted.

RT Bet failed to act in a timely manner.

They continued to send promotional incentives after my disclosure.

Their actions directly contributed to further losses.

RT Bet’s behavior represents a clear violation of responsible gambling standards and a failure to protect a vulnerable user.

At minimum, once a player discloses a gambling addiction and requests account closure, the account should be immediately and irrevocably closed without delay or further engagement.

I am requesting:

A full investigation into RT Bet’s handling of my account.

Accountability for their failure to enforce responsible gambling protections.

Consideration of compensation/refund for losses incurred after my initial closure request.

Measures to ensure this does not happen to other vulnerable players.

This situation demonstrates a concerning disregard for player safety and responsible gambling obligations. I hope Casino Guru takes this matter seriously and holds RT Bet accountable.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@rtbet.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Additionally, do you currently still have access to your account?

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,

Attila