The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had advised patience, explaining that withdrawals could take up to 14 days due to verification processes or high request volumes. After the recommended period, the player confirmed the withdrawal was still processing but later marked the complaint as resolved. The issue was closed following the player's confirmation of resolution.
RTbet Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €450
RTbet Casino
Safety Index 8.8 HighCase summary
Discussion
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3 weeks ago
Translation
Hello
My problem is with the following online casino RTBE 
T. I won €500 through a bonus on June 16, 2026. I requested a withdrawal to my bank account. On June 18, 2026, I contacted RTBet's live support and was told that my withdrawal request was being processed by the finance department. So I canceled it and played, hoping to win a little more. In the end, I did manage to withdraw €450 to my bank account on June 19, 2026.
This morning I contacted the live chat again because, according to the terms and conditions on the casino's website, a withdrawal request can take up to 3 business days. According to my calculations, we're on day 6 today.
When I contacted live support this morning, you can see the chat history, which I'll attach shortly. I think it's a huge rip-off because 450 euros is a lot of money. I've made a deposit from my bank account to RTBet before, so that can't be the reason. I just checked again on the RTP Casino website, and the withdrawals still show as being processed. But this isn't just happening with RTBet; it's the same with many other online casinos like Amunra, Golisimo, Spinanga, Pistolo, Rabona, etc. I have several crabs, coins for the collections, lucky wheels, etc., and while I can use them, the winnings aren't being credited to my account.
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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
Dear chilaya,
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
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2 weeks ago
Dear chilaya,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 weeks ago
TranslationHello
Unfortunately not, I haven't received my money to this day; it's still being processed.
LG
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1 week ago
Dear chilaya, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.
Karla
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1 week ago
TranslationHello Karla
I just sent you an email with the answers to your questions.
lg
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1 week ago
TranslationHello everyone
I wanted to let you know that the 400 euros from RTP Bet just arrived in my bank account. Thank you anyway for your help.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear chilaya,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
