The player from Belgium faced a restriction on withdrawals since June 12 despite having submitted the required documents, which were accepted. After multiple inquiries, the complaints department requested a document that had already been provided, leaving the player uncertain about the next steps and the prolonged delay. The complaint was closed due to the player's lack of response to messages and reminders. It was noted that the player could reopen the complaint in the future if they chose to resume communication.
RTbet Casino - Player's withdrawal is delayed due to account restriction.
Closed
Our verdict
Player stopped responding
Amount: €180,000
RTbet Casino
Safety Index 8.8 HighCase summary
Discussion
Public
Public
3 weeks ago
Dear Sir/Madam,
Since June 12, my account has been restricted for withdrawals. I immediately uploaded all the required documents to my profile at rtbet.com. Everything is also acceptable and accepted. However, withdrawals remain impossible. I have sent multiple messages and participated in live chats, and each time they ask me to be patient. I read that a tactic involves losing your money in the meantime. Today, the complaints department suddenly sent a message stating that I still need to send a document for the bank holder that was already submitted and accepted. After so many days, they provide no explanation as to what is still required, how long it will take, and why 12 days have already passed without unblocking my account for withdrawals.
I am sending you a screenshot of the submitted documents and hope that you will help me resolve this.
Sincerely,
Public
Public
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.
Public
Public
3 weeks ago
Dear RJEFF77,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise whether you have already submitted the latest document requested by the casino? If so, have you received any communication indicating the status of your latest document submission?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
Public
Public
2 weeks ago
Dear RJEFF77,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
