The player from Ireland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had advised that withdrawal processing could take time due to KYC verification or high volumes of requests. The issue was resolved by explaining that if the player's account was verified and the withdrawal approved, further intervention would occur after 14 days. However, the complaint was ultimately rejected as the funds had been lost during regular gameplay and not withheld by the casino.
RTbet Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Other
Amount: €40,000
RTbet Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
I deposited around €11,000 with RT BET and at one stage had a balance of about €40,000. I attempted to withdraw, but only €1,000 was processed. After that, every withdrawal method was marked "Not Available."
Support first told me it was a cache issue, but later admitted it was a block. While my withdrawals were blocked, the casino continued to accept deposits instantly and repeatedly contacted me with phone calls and promotional offers encouraging me to gamble more.
Because I could not withdraw, I was effectively forced to continue playing until my balance was lost. I believe this was a deliberate tactic to prevent me from cashing out and is both unfair and predatory.
I am requesting Casino Guru’s help to resolve this case and recover my funds. Evidence is attached, including screenshots of my balance, blocked withdrawal methods, and chat logs with support.
Public
Public
6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
6 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
6 months ago
Dear player, you are fully responsible for the funds in your casino account until they are successfully withdrawn. This means that any balance still present in your account remains under your control, and the decision to continue playing with those funds lies with you.
We understand your frustration regarding the blocked withdrawal methods. However, since the funds were lost during regular gameplay, and not withheld or confiscated by the casino, we regret to inform you that we are unable to assist further in recovering the lost amount.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
