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.
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RTbet Casino
Safety Index 8.9 HighCase summary
Discussion
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3 days 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.
Automatic translation:
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2 days 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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2 days 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
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
