The player from Spain requested the closure of his account for self-exclusion due to gambling problems, but the account remained active, allowing him to continue playing and deposit approximately €24,000. He now faces difficulties and delays in withdrawing his winnings and seeks clarification on whether his case qualifies for a formal claim against RTBet.
RTbet Casino - Player's account remains open despite self-exclusion request.
Opened
Current status
Waiting for casino to reply
3d 2h 15m 54s
RTbet Casino
Safety Index 9.0 Very highCase summary
Discussion
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3 weeks ago
Translation
Hello,
I wanted to ask if you would consider it appropriate to accept and review my case before submitting a full claim.
A few months ago, I requested RTBet to close/self-exclude my account because I was having problems with gambling. I explicitly told them this and explained that gambling was not good for me.
However, my account was not closed and I was allowed to continue playing.
During this period I did manage to make significant profits, but subsequently, difficulties and delays arose related to collecting them. Furthermore, as I understand their terms and conditions, self-exclusion at that time could affect outstanding funds or winnings, so the situation left me in a position where I continued playing while trying to resolve these issues.
As a result, I continued making deposits and playing to this day. Based solely on the accounts I can show, the total amount deposited during this period is approximately €24,000. However, due to the number of transactions, I do not want to present a definitive figure without first having a full audit of the account history by RTBet.
I have attached two screenshots to initially show the account activity before and after I reported my problem with the game.
Before sending all the documentation and the complete timeline, I would like to know if, based on what you can initially see, you would consider this case suitable for opening a claim and mediating with the casino.
Thank you so much for your help.
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3 weeks ago
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.
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3 weeks ago
Hello,
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.
- Could you please provide the timeline of events? Specifically, when did you disclose gambling problems, and when was your last deposit made?
- Could you please confirm whether you currently still have access to your account?
- Could you please share your original self-exclusion request? 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
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3 weeks ago
TranslationHello Attila,
Thank you so much for responding so quickly and for reviewing my case.
Here's a summary of the timeline of events:
November 8, 2024: I requested RTBet to self-exclude my account.
After being asked why, on November 13, 2024, I replied that I was quitting "due to problems." I subsequently received a response from RTBet confirming the account closure and explicitly mentioning a possible gambling addiction, recovery, and support resources.
Later, in November 2025, RTBet contacted me again offering bonuses and promotions. Given this situation, and without having played again, I requested the closure of my account once more.
On November 16, 2025, I requested the closure of my account.
On November 17, 2025, I explicitly explained: "I have problems with gambling and it's not good for me."
On November 18, 2025, I clarified again that it was "a personal problem with gambling" and that it was not a problem related to a specific game.
Despite clearly communicating my gambling problems and requesting the closure of my account again, RTBet did not close or block the account and subsequently allowed me to continue playing and making deposits.
I still have access to my account.
My last deposit was on August 14, 2026.
The attached screenshots show that the amount listed in my account as "Went" changed from €23,686.71 to €47,146.71, a difference of €23,460. Due to the number of transactions, I believe the exact amounts of deposits, withdrawals, and subsequent losses should be confirmed using my complete account history.
I will also email you the original self-exclusion requests and the full communications with RTBet so you can review them.
Thank you again for your help.
Edited
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3 weeks ago
TranslationHello Attila,
I wanted to add some important context that I think may help to understand why this situation dragged on and why I continued to have activity on the account after requesting its closure.
Following my application in November 2025, I received several winnings and prizes, the payment of which was delayed, and some of which are still pending. Upon reviewing RTBet's terms and conditions, I understood that self-exclusion or account closure could affect certain outstanding amounts.
For that reason, I found myself in a situation where I was afraid to request another permanent self-exclusion while I was still trying to collect outstanding winnings and prizes.
Meanwhile, RTBet kept my account open and continued to allow me to access, deposit, and play, even though I had already expressly stated that I had a gambling problem and that continuing was not good for me.
I feel it's important to clarify this because it wasn't simply a matter of requesting account closure and then deciding to continue playing. There were significant amounts of money owed, and I was afraid of losing them if I permanently closed the account according to the casino's terms.
Thanks again for reviewing the case.
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2 weeks ago
Hello,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 weeks ago
TranslationHello,
Thank you so much for the update and the information about Attila. Of course, I understand the extension and will wait until I can review the case.
I wanted to confirm just one thing regarding the status of my claim, as it currently appears as "Awaiting approval".
Could you please confirm if my claim has already been accepted/approved for processing by Casino Guru, or if it is still pending a decision on its admission?
Thank you again for your attention and for handling the case.
All the best,
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1 week ago
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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1 week ago
TranslationThank you very much, Attila.
I am available to Michal and the Casino Guru team to provide any additional information or documentation they may need.
All the best,
Alexander
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6 days ago
Hello ALEX06062,
My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
I would like to request the presence of a representative from the casino in this conversation.
Dear RTbet Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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6 days ago
Dear ALEX06062,
Firstly, due to your report, we would like to kindly confirm that your account has been permanently closed.
Moreover, kindly be informed that our team is looking into your missing win and we'll get back to you shortly with a clear update.
Thank you for your cooperation and patience.
Kind Regards,
RTbet Casino Team
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4 days ago
Dear RTbet Casino,
Thank you for the reply. We are waiting for your updates.
