RTbet Casino - Pelaajan voitot takavarikoidaan.

Dear CasinoGuru Team,

I am filing this complaint against RTBet Casino regarding the unfair confiscation of my tournament winnings totaling 750 EUR.

The details of the disputed winnings are as follows:

* WINTERFINITY CLASH LIVE – Result: 1st Place – Prize: 250 EUR (Tournament period: 29.12 - 31.12)

* STARTUJE SPIN & WIN 2026 – Result: 6th Place – Prize: 500 EUR (Tournament period: 05.01 - 11.01)

The Issue:

On Wednesday, January 7th, 2026, while the second tournament was already in progress and after the first one had concluded, I received an email from RTBet stating that my account is "no longer eligible to receive any Tournament Winnings." The casino has since refused to credit my prizes for both competitions.

It is important to note that my account remains fully active. I can still log in and play with my own funds; the casino has only restricted my ability to receive rewards for competitions I have already won or participated in before the notice was sent.

My arguments:

* Retroactive Application: I participated in these tournaments in good faith, using real funds, while my account was fully eligible. The casino issued the exclusion notice after I had already secured winning positions. According to fair play standards, a promotional ban should only apply to future events, not to winnings already earned or competitions currently in progress.

* Lack of Evidence/Reasoning: The casino has cited general terms (clauses 7.3 and 9.4) regarding "reasonable suspicion" of abuse but has failed to provide any specific reason or evidence of how I supposedly breached their terms. The fact that my account has not been closed further proves that no serious breach of terms (such as fraud or multi-accounting) has occurred.

* Predatory Use of Terms: The casino is using "sole discretion" clauses to avoid paying out legitimate winnings to a successful player.

I have attempted to resolve this through their support and management, but they have remained dismissive, stating their decision is "final and non-negotiable."

I have attached screenshots of the final leaderboards showing my rankings and the email correspondence with the casino. I am asking for your mediation to help me recover my legitimate winnings of 750 EUR.

Kind regards,

Miłosz ****[removed by Casino.Guru admin]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RTbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm your player's account is verified?
• What games did you play to accumulate when participating in the tournaments?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomasz,

Regarding my account at RTBet, it is currently unverified because, according to the casino's policy, my account does not yet require verification. Furthermore, I am unable to complete the verification process manually until the casino provides the necessary option or request on the website. Please note that no verification was requested during my previous withdrawals either.

Regarding the "SPIN & WIN 2026 KICK-OFF" tournament, I played the following games:

-Tycoon Riches - Hold & Hit

-New Year's Celebration

-New Year's Eve Fortune

-New Year Party

-Majestic Wild Buffalo - Winter Wonderland

-Majestic Winter

-Snowing Gifts 3

-Year of The Rabbit

-Wolf Fang - Snowfall

-Wild Dragon Riches

Regarding the "WINTERFINITY CLASH LIVE" tournament, I played:

-Venice Instant Roulette

Sincerely,

Miłosz

Dear MRWPOLAND,

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, Stefan (stefan.m@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,

Tomas

Dear MRWPOLAND,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from RTbet Casino to join this conversation and assist in addressing the complaint.

Dear RTbet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear MRWPOLAND,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

We would kindly like to inform you that we forwarded your case for further review and investigation and will contact you with further information as soon as possible.

We thank you for your patience and understanding.

Kind regards,

RTbet Casino Team

Dear RTbet Casino,

Thank you for your response and for your continued cooperation.

We appreciate you forwarding the case for further review and investigation. We kindly ask you to keep us informed about the outcome at your earliest convenience, once the review has been completed.

We look forward to your response and thank you in advance for your assistance.

Dear All,

After a further internal investigation of the case we would kindly like to inform you about the following findings:

• for Winterfinity Clash Live (29-31.12) we did not have enough participants so the tournament isn't considered as held as per the t&c of the tournament
• for Spin & Win 2026 Begins (05-11.01) please note that the email that was sent to the player on 07.01 served as an official statement that any prize will not be credited regardless of placement

As a result we can confirm that no missing prices were found which could be added or refunded to the player.

We hope this helps to clarify the case.

Kind regards,

RTbet Casino Team

Dear RTbet Casino,

Thank you for your response and continued cooperation.

Could you please provide us with the specific section of the terms and conditions where it is stated that the winnings from the "Winterfinity Clash Live" tournament may be cancelled in the event that there are not enough participants?

Additionally, could you please clarify the reason why the player was excluded from the "Spin & Win 2026 Begins" tournament while it was already in progress, and provide the relevant rule or condition supporting this action?

We look forward to your response.

Dear Stefan,

Thank you for your reply.

We would kindly like to ask you to check your emails where we presented to you the requested proof.

We are looking forward hearing from you.

Kind regards,

RTBet Casino Team

Dear RTbet Casino,

Thank you for your response and for providing the evidence.

I have replied to your email and will be awaiting your response.

Dear Stefan,

Thank you for your reply.

Please find further information in the reply to your email.

Kind regards,

RTBet Casino Team

Dear Stefan,

Thank you for your ongoing efforts in mediating this case. I would like to confirm that I am closely monitoring the progress of the complaint and the recent exchange of messages between you and the RTbet Casino representative.

I am looking forward to the results of your evidence review, especially regarding the retroactive exclusion from a tournament that was already in progress and the cancellation of the "Winterfinity Clash Live" results. I remain available should you need any further information from my side.

Kind regards,

Miłosz

Dear RTbet Casino,

Thank you for your response and continued cooperation.

I have replied to your email and will await your further response.

Dear MRWPOLAND,

I would like to inform you that regarding the Winterfinity Clash Live tournament, unfortunately, no winnings can be awarded, as the tournament did not meet the minimum number of participants required to be considered valid.

As for the Spin & Win 2026 Begins tournament, we are still discussing the matter with the casino representative outside of the complaint thread. I will keep you updated as soon as we receive any new information.

Your patience is greatly appreciated.

Dear Stefan,

Thank you for your reply.

Please be informed that we are currently further reviewing your request and will inform you as soon as possible with further updates.

We thank you for your understanding and patience.

Kind regards,

RTBet Casino Team

Dear Stefan,

​Thank you for the update regarding my ongoing complaint.

​Regarding the Winterfinity Clash Live tournament, I must point out that RTbet Casino never previously mentioned a "minimum participant" requirement as a reason for not paying out the winnings. This is the first time this explanation has been brought forward, which feels like an afterthought rather than a transparent policy.

​Furthermore, I would like to bring to your attention that since filing this complaint two weeks ago, my ability to receive bonuses has been blocked across all other casinos belonging to the Rabidi N.V. group. While I am aware that the operator has the legal right to manage their bonus offerings, the timing of this "blanket ban" across their entire network immediately following my complaint feels like a retaliatory measure. It does not seem like a fair or good-faith practice to penalize a player for seeking mediation on a legitimate dispute.

​I look forward to hearing more about the Spin & Win 2026 Begins tournament and appreciate your continued efforts in this matter.

​Best regards,

​Miłosz

Dear MRWPOLAND,

We would kindly like to apologize for the delay of your case.

Please be informed that we are currently reviewing your case and will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind Regards,

RTBet Casino Team

Dear MRWPOLAND,

Regarding the restriction of bonuses across other Rabidi N.V. casinos, please note that operators generally reserve the right, as stated in their Terms and Conditions, to limit, exclude, or revoke access to promotions and bonuses at their own discretion. While we understand your concerns about the timing, such decisions are typically considered part of the casino’s internal promotional policy and do not automatically constitute a violation of fair gaming practices.

Dear RTbet Casino,

Thank you for your update and for continuing to review this case. We acknowledge your message and will await your further response with the detailed outcome of your review.

Dear MRWPOLAND,

We would kindly like to apologize for the delay of your case.

Please be informed that we are currently waiting for further information from the relevant department.

As soon as we receive further details we will contact you with further updates.

We thank you for your patience and understanding.

Kind Regards,

RTBet Casino Team

Dear RTbet Casino,

Thank you for the update.

We acknowledge that you are currently awaiting further information from the relevant department. We will therefore wait for your next response and appreciate being informed as soon as additional details become available.

Thank you for your continued cooperation.

Dear MRWPOLAND,

We kindly apologize for the delay and any inconvenience this may cause.

We are currently in the final stages of investigation and will present you the outcome in the nearest time.

We thank you for your understanding.

Kind Regards,

RTBet Casino Team

Dear RTbet Casino,

Thank you for your response.

Could you please update us on the situation?

We look forward to your reply.

Dear All,

Thank you for your patience.

We would kindly like to apologize for the delay of investigation.

We are expecting the results in the nearest time and will directly inform you.

We thank you for your understanding.

Kind Regards,

RTBet Casino Team

Dear All,

After further investigation we would kindly like to inform you that as a goodwill we would like to offer the refund of the stakes made in the last tournament which is in the amount of: 1783 PLN.

In case you agree we would kindly like to ask you to send us the following details via email:

Full Name (please provide all names including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Kind Regards,

RTBet Casino Team

Dear Stefan, Dear RTbet Casino Team,

​Thank you for the update and the investigation into my case.

​I accept the offer of 1,783 PLN as a refund of the stakes for the "Spin & Win 2026 Begins" tournament to settle this dispute. While I still maintain that the tournament prize was earned in good faith, I appreciate the casino's "goodwill gesture" to resolve the matter amicably.

​I will provide the requested bank details via email to the casino's support team as instructed.

​Stefan, please keep this complaint open until the funds are successfully received in my bank account. Once the transfer is confirmed, I will provide a final update to close the case.

​Kind regards,

Miłosz

Dear MRWPOLAND,

Thank you for the provided information.

Please be informed that we forwarded your details and expect the finalization of payment in the nearest time.

We thank you for your understanding.

Kind regards,

RTBet Casino Team

Hello MRWPOLAND,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan 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 Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Stefan and the Casino Guru Team,

I am writing to confirm that I have successfully received the funds (1,783 PLN) into my bank account. This matter is now fully resolved to my satisfaction.

I would like to express my sincere gratitude to the Casino Guru team, and Stefan in particular, for your professional mediation and for helping me reach a fair settlement with the casino. Without your platform, this outcome would likely not have been possible.

As a token of my appreciation, I would like to ask if it is possible to donate a portion of these recovered funds to support the development of your website or your initiatives? Please let me know if you have a designated way for players to contribute.

Kind regards,

Miłosz

Dear MRWPOLAND,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru