The player from Spain had his account blocked at RTBet after a €220 deposit, following the casino's refusal to apply a welcome bonus that had been advertised. Despite submitting a formal complaint and providing evidence, he received no response and sought the immediate unblocking of his account and release of his funds. The issue was resolved after 21 days of the player’s funds being confiscated, with the casino returning the money. The Complaints Team successfully facilitated communication, leading to the resolution of the complaint.
RTbet Casino - Player's account is closed, funds are withheld.
Resolved
Our verdict
Case closed
Amount: €220
RTbet Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
RTBet blocks my account with €220 after refusing to apply the welcome bonus and not responding.
On June 22nd, I made a €220 deposit at RTBet, motivated by their welcome bonus, which was clearly visible and advertised on their website upon registration. However, the bonus wasn't automatically applied, and when I contacted support to claim it, they not only refused to apply it without explanation, but also proceeded to block my account with the funds in it.
Since then, I have tried to resolve the situation amicably. On June 22, I sent a formal complaint to customer service, outlining the case with clear evidence (screenshots, deposit history, communications). I received no response. On June 27, I repeated the message, warning that if I didn't receive a response within 48 hours, I would escalate the complaint to external platforms such as Casino Guru, AskGamblers, and the Curaçao Licensing Authority.
It's been over a week, and RTBet still hasn't responded, while my account is blocked and my funds are being withheld without valid justification. I consider this an abusive practice, contrary to any minimum standards of transparency, legality, and fair player treatment.
I request through this platform that my account be unblocked and the full balance of €220 released immediately. I am willing to cooperate with all necessary documentation to facilitate the resolution of the case.
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8 months ago
Dear uuuooohhh,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account. To better understand the situation and assist you more effectively, could you please provide us with the following details:
- Have you received any emails from the casino after your account was blocked? If so, kindly forward them to me along with all the other evidence that could be relevant to the investigation of your case at veronika.f@casino.guru.
- Have you created an account in any sister sites of RTBet Casino?
- Am I correct in understanding that you have not played with your €220 deposit at all?
- Have you submitted any identity documents to the casino for verification?
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
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8 months ago
TranslationDear Veronika,
Thank you again for your prompt response. Below is the information you requested, with updated details:
Have I received any emails from the casino after my account was blocked?
Yes. Of the seven emails I sent to RTBet support, I only received one response. In it, an agent named Aleja informed me that my account had been closed due to an "administrative decision," without offering any specific explanation or mentioning any violations.
Additionally, they included a generic excerpt from their Terms and Conditions (clause 7.3) regarding their right to cancel bonuses or accounts at their sole discretion. I've attached that email for your review.
Have I created an account on any RTBet sister site?
No. This was my first and only account on a platform with that design.
Did I play with the €220 deposit?
No. I didn't play at all. I made the deposit with the intention of clearing the welcome bonus. When it wasn't applied automatically, I contacted support before placing any bets or withdrawing any funds. Shortly after, the account was closed.
Have I sent any ID to the casino for verification?
No. At no point did they ask me for documentation. The account was closed immediately and without prior notice or verification process.
I am available to send screenshots, deposit receipts, email history, or any other documentation that may help clarify the case.
Thank you very much for your support.
Sincerely,
JIGB
Here I attach the only email to which they replied to me:
June 22, 2025, 6:58 PM EEST Dear J., Thank you for contacting our customer support team. We inform you that your account has been closed by administrative decision. Below are the relevant points for your reference: Again, we kindly remind you that according to clause 7.3 – "We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or group of customers from participating in the Website's promotional program at our sole and absolute discretion. In case of any dispute related to our promotions (including, but not limited to, eligibility, use, abuse, fair play, calculation of winnings and wagering requirements), the Company's decision will be final and non-negotiable."
Edited by a Casino Guru admin
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8 months ago
Thank you for your response.
Could you please confirm whether the casino has informed you if your deposit will be refunded, given that you were unable to play any games with it?
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8 months ago
TranslationDear Veronika,
Thank you for following.
I can confirm that the casino has never offered me a refund of my deposit and has completely ignored my questions on the matter. They have also given me no clear explanation for the closure of my account, beyond a generic email mentioning a clause that allows them to deny bonuses or cancel accounts at their sole discretion.
Since I haven't played with the deposit even once, the minimum I would expect would be a full refund of the €220, but to date they have shown no intention of doing so.
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8 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Hello uuuooohhh,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the RTbet Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? Why was the player's account locked and deposit withheld? Please provide us with evidence and reasoning behind the casino's actions.
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7 months ago
Dear uuuooohhh,
Thank you for sharing your experiences with us.
We sincerely apologize for the inconvenience caused.
Please be assured that we are reviewing the details of your case and will provide you with an update as soon as possible.
We appreciate your patience in the meantime.
Kind regards,
RTbet Team
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7 months ago
TranslationHello good,
I update my case with RTBet:
— 11 hours ago the casino posted a generic message here saying they were reviewing my situation.
— However, they have not contacted me directly at any time.
— My account remains closed and the balance is frozen.
I request that Casino Guru actively intervene, as it has been more than 20 days since my initial complaint and I still have no concrete response from the casino.
Thank you for your time.
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7 months ago
Dear uuuooohhh ,
thank you for your continued cooperation in this matter. In case any new developments arise, please let me know. I also understand your frustration, but we have to wait for the response from the casino in the meantime.
Dear casino representative,
thank you for your response. We will be awaiting the results of your review.
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7 months ago
TranslationHello. I wanted to thank Martín and Verónica. After 21 days with my money confiscated, my account blocked, and no response to my emails or live chat messages, the casino has finally been pressured and exposed by you and has been forced to return the money they confiscated for no reason. I received the transfer today. I am very clear that without your help this would not have been possible, and they would have kept my funds and abused yet another user. I strongly recommend that people do not use this casino. They can close the case.
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7 months ago
Dear uuuooohhh,
We're glad to hear that your issue has now been resolved, and once again would like to thank the support team over at RTbet Casino for their quick response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. Also, even though I hope you won't have to, you can of course reach out to us if you encounter any other issues with any other casino in the future. We're here to help!
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Martin
Casino.Guru
