Good evening, after 7 days today 5 February 2025 the withdrawal is completed. (now we have to wait if the withdrawn amount arrives).
I wonder one thing though: my withdrawal was made with Mastercard and precisely with the same payment method, but it did not require an IBAN code or even a BIC/SWIFT
There was only my card in the withdrawal phase obviously with the last digits.
How does the transfer arrive to me, I wonder?
I'M WAITING IN THE MEANTIME..
Buonasera, dopo 7 giorni oggi 5 febbraio 2025 il prelievo risulta completato.(adesso bisogna attendere se la somma prelevata arriva).
Mi chiedo una cosa pero':il mio prelievo e' stato effettuato con mastercard e precisamente con lo stesso metodo di versamento, ma nn richiedeva ne' codice IBAN e nemmeno BIC/ SWIFT
C 'era solo in fase di prelievo la mia carta ovviamente con le ultime cifre.
Come mi arriva il bonifico mi chiedo?
ATTENDO INTANTO..
Don't worry it's normal, they don't ask you anything because they already have your card registered, so if you deposit with that you get to that, I also use Mastercard evolution. I'm also waiting for a withdrawal on the 28th they tell me I have to wait. There will be many withdrawal requests. I wanted to close the account but after many reports maybe I solved my problem in a week I earned almost € 1,000. Waiting for 3 withdrawals let's see when they arrive!
Non preoccuparti è normale,non ti chiede nulla perché già loro hanno la tua carta registrata,quindi si fai deposito con quella te arriva a quella,anche io uso Mastercard evolution. Anche io sono in attesa di un prelievo del giorno 28 mi dicono che devo aspettare. Ci saranno tante richieste di prelievo. Io volevo chiudere il conto ma dopo tante segnalazioni forse ho risolto il mio problema in una settimana ho guadagnato quasi 1.000€ . In attesa di 3 prelievi vediamo quando arrivano!
Good evening, after 7 days today 5 February 2025 the withdrawal is completed. (now we have to wait if the withdrawn amount arrives).
I wonder one thing though: my withdrawal was made with Mastercard and precisely with the same payment method, but it did not require an IBAN code or even a BIC/SWIFT
There was only my card in the withdrawal phase obviously with the last digits.
How does the transfer arrive to me, I wonder?
I'M WAITING IN THE MEANTIME..
Buonasera, dopo 7 giorni oggi 5 febbraio 2025 il prelievo risulta completato.(adesso bisogna attendere se la somma prelevata arriva).
Mi chiedo una cosa pero':il mio prelievo e' stato effettuato con mastercard e precisamente con lo stesso metodo di versamento, ma nn richiedeva ne' codice IBAN e nemmeno BIC/ SWIFT
C 'era solo in fase di prelievo la mia carta ovviamente con le ultime cifre.
Come mi arriva il bonifico mi chiedo?
ATTENDO INTANTO..
As the player below you said, I think they may already have this information since you deposited with this card. I mean, probably not all of them, but they probably have what they need. So I'll be curious and wait to see when you get the money in your account.
Please let me know.
As the player below you said, I think they may already have this information since you deposited with this card. I mean, probably not all of them, but they probably have what they need. So I'll be curious and wait to see when you get the money in your account.
Please let me know.
Today 6 February 2025 still no credit on my account.
Anyway, I'll let you know if everything goes well.
Oggi 6 Febbraio 2025 ancora nessun acrredito sul mio conto .
Comunque le faro' sapere se tutto andra bene.
Good morning, withdrawal received on February 7, 2025 on my account.
ARRIVED.
Buongiorno,prelievo ricevuto in data 7 febbraio 2025 sul mio conto.
ARRIVATO.
👏👏👏👏👏👏you have to be patient, I also received a withdrawal today.
👏👏👏👏👏👏devi avere pazienza anche a me arrivato oggi un prelievo.
How do I close the complaint?
Complaint resolved?
Come si fa a chiudere il reclamo?
Reclamo risolto?
How do you close a complaint?
Complaint resolved!
Come si chiude il reclamo ?
Reclamo risolto!
Hey there! That is truly amazing news. Don't worry about the complaint; normally we ask players to update the complaint so the resolver may read the outcome firsthand, but I'm going to update Tomas on your behalf. 🙂.
Enjoy the winnings!
What do you plan to do now anyway?
Dear Casino Guru support, today I have problems again with this terrible casino. Account verified with KYC, several deposits and withdrawals made. On one of the last deposits, I get their weekly bonus that I manage to (miraculously) unlock with their absurd wagering requirements x35. I make a first withdrawal of the balance and I am authorized, from that moment on, the operator Martina tells me:
We hereby confirm that following the investigation conducted by our security department, it has emerged that the gaming account will only be playable with real money for the time being. As this is a decision of the Administration, we cannot confirm the reason for this. If you wish, you can send an email to . You will still be able to participate in our tournaments.
The behavior is TOTALLY illegal and the balance I have is REAL and is completely regular and faithful to all their T&C (which I read carefully). So we are dealing with the usual casino that is happy when you deposit and lose, but when it happens that their fake bonuses become butterflies, it throws tantrums and the tummy hurts.
I formally ask the staff of Casino Guru to fill out a complaint on my behalf with all this information, since I tried and after the initial survey, a blank screen appears that does not allow the creation of the complaint.
In the meantime, to all the followers of this discussion, I advise for safety not to play at this casino since they could easily find themselves with their money blocked in case of needing to withdraw.
Gentile supporto di Casinò Guru, ad oggi ho nuovamente problemi con questo pessimo casinò. Account verificato con KYC, diversi depositi e prelievi effettuati. In occasione di uno degli ultimi depositi, ottendo il loro bonus settimanale che riesco (miracolosamente) a sbloccare con i loro assurdi requisiti di puntata x35. Faccio un primo prelievo del saldo e mi viene autorizzato, da quel momento in poi, l'operatrice Martina mi comunica:
Con la presente le confermiamo che a seguito dell’indagine condotta dal nostro dipartimento di sicurezza, e’ risultato che nel conto gioco si potra` giocare solo con saldo reale per il momento.Essendo una decisione dell'Amministrazione, non possiamo confermarle il motivo di cio'. Se desidera puo' inviare un'email a support@rtbet.com. Potra' comunque partecipare ai nostri tornei.
Il comporamento è TOTALMENTE illecito ed il saldo che possiedo è REALE ed è completamente regolare e fedele a tutti i loro T&C (che mi sono letto attentamente). Siamo quindi alle prese col solito casinò che è contento quando si deposita e si perde, ma quando capita che i loro bonus farlocchi diventino farfalle, fa i capricci ed il pancino fa male.
Chiedo formalmente allo staff di Casinò Guru di compilare un reclamo al posto mio con tutte queste informazioni, dato che ci ho provato e dopo il sondaggio iniziale, compare una schermata vuota che non consente la creazione del reclamo.
Nel frattempo, a tutti i seguaci di questa discussione, consiglio per sicurezza di non giocare su questo casinò visto che potrebbero tranquillamente ritrovarsi coi soldi bloccati in caso di necessità di prelievo.
Hello,
Just for you to know - we are not support. 🙂 this is a forum after all.
If I may have a few points:
Not sure what you are used to but for me, a wagering requirement of 35x is solid as a standalone limitation. Most usually I see 45-75x for 20FS and so on.
The rest sounds like a normal bonus restriction to me. I'm sorry.
Since almost every casino has something like this stated in the terms, bonuses as well as all other casino services may be restricted anytime without explanation.
Perhaps your deposit and bonus history would provide a clue. 🤷♀️ Even the last complaint may played its role. So, no - I would not consider the administrator's decision to be "illegal". Perhaps sad or unfair if they also, without good explanation, have voided your balance.
Also, there is no way we would fill out a complaint on your behalf. Due to GDPR for instance, this is not even possible. I suggest you try to submit the complaint using a different browser or device, please. The most troublesome seems to be Chrome these days. This is sadly something we can't resolve.
Let me know how it went.
Good morning and thanks for your reply.
So, no, I wouldn't consider the administrator's decision "illegal". Maybe it would be sad or unfair if they also, without a good explanation, canceled your balance.
But that's what was done.. The bonus was honestly unlocked on the slots with their wagering requirements and they completely blocked my withdrawals: this is equivalent to having cancelled my balance! 😅
Also, there is no way for us to file a complaint on your behalf. Due to GDPR, for example, this is not even possible. I suggest you try to file the complaint using a different browser or device, please. The most problematic one seems to be Chrome lately. Unfortunately, this is something we cannot fix.
I note that your application seems to prevent the creation of a complaint at the end of questions with both mobile and desktop browsers (tried with Safari, Chrome and Edge).
I wonder what the point is, given that once you have entered money into the casino and obtained the bonus by paying real money, and especially after unlocking the bonus, the balance that results is real and therefore limiting withdrawals is equivalent to violating the player's rights given that any blocks on the bonus had to be carried out BEFORE the rollover was completed.
If you are sure you cannot help me, I will take legal action against this terrible operator: the chain of these casinos is rotten, I think everyone knows it, I do not understand how you can classify it as SAFE in your scores…
Buongiorno e grazie per la risposta.
Quindi, no, non considererei la decisione dell'amministratore "illegale". Forse sarebbe triste o ingiusto se anche loro, senza una buona spiegazione, avessero annullato il tuo saldo.
Ma è quello che è stato fatto.. Il bonus è stato sbloccato onestamente sulle slot con i loro requisiti di puntata e mi hanno completamente bloccato i prelievi: questo equivale ad aver annullato il mio saldo! 😅
Inoltre, non c'è modo che noi compiliamo un reclamo per tuo conto. A causa del GDPR, ad esempio, questo non è nemmeno possibile. Ti suggerisco di provare a inviare il reclamo utilizzando un browser o un dispositivo diverso, per favore. Il più problematico sembra essere Chrome ultimamente. Purtroppo è qualcosa che non possiamo risolvere.
Faccio notare che la vostra applicazione sembra impedire la creazione di un reclamo alla fine delle domande con browser sia mobile che desktop (provato con Safari, chrome ed Edge).
Mi chiedo quale sia il senso, dato che una volta inseriti dei soldi sul casinò ed ottenuto il bonus avendo pagato soldi veri, e soprattutto dopo aver sbloccato il bonus, il saldo che risulta è reale e dunque limitare i prelievi equivale a violare i diritti del giocatore dato che eventuali blocchi sul bonus andavano eseguivi PRIMA del completamento del rollover.
Se siete certi di non potermi aiutare, adirò le vie legali nei confronti di questo pessimo esercente: la catena di questi casinò è marcia, credo lo sappiano tutti, non capisco come facciate a classificarlo come SICURO nei vostri score…
You are right, but for them we are the ones who do not understand the rules of the game ... you can not imagine all the problems I have had and they have not solved the problem. I have had some wins and some big losses. At the beginning they make you win then they make you lose everything without being able to cash out any money, there are games that you can sign up to play for 25 minutes they tell you they give you 500 free spins and 20 they only give you 25 take photos and complain and no one does anything. Many winnings of several spins are not paid and they do nothing. I also had my bad experience with the bonuses, they make you spend your real credit and then use their casino money that you can not cash out. All a scam. I asked the department to close my account and not even that. It is better to avoid spending money on the casino at the beginning it is all good then there are problems 😵💫
Hai ragione,ma per loro siamo noi che non capiamo le regole del gioco… non immagini tutti problemi che ho avuto io e non mi hanno risolto il problema. Ho avuto delle vincite anche delle perdite grosse. Al inizio ti fanno vincere poi ti fanno perdere tutto senza riuscire a incassare qualche soldo,ci sono i giochi che ti puoi inscrivere per giocare 25 minuti te dicono che ti danno 500 giros gratis e 20 ti danno solo 25 fai foto e reclamo e nessuno fa niente. Tante vincite di giro chi diversi non vengono pagate e loro non fanno niente. Ho avuto la mia brutta esperienza anche con i bonus,si ti fanno spendere il tuo credito reale per poi usare il loro soldi casinò che non poi incassare. Tutto una truffa. Ho chiesto al dipartimento di chiudere il mio account e nemmeno quello. È meglio evitare spendere soldi sul casinò al inizio è tutto bello poi ci sono i problemi 😵💫
Look, they've done it to me too, they cancel the balance😆you try to play on Rtbet for just 3 months and you yourself will notice all the things that happen. Of course, we as customers are never right, you always want to be right...
Guarda che anche con me l’hanno fatto tante volte annullano il saldo😆lei prove a giocare su Rtbet per solo 3 mesi e lei stessa se ne accorgerà di tutte le cose che succedono. Certo noi cliente non abbiamo mai ragione,la ragione la avete sempre vuoi….
I thank you for your closeness, but I ask you to kindly let me discuss this with @Radka since, before resorting to a law firm, I would like to try the route of a complaint.
I asked you to fill it out for me not out of laziness, but because the submission form gives me an error with any browser and/or device.
Ti ringrazio per la vicinanza, ti chiedo però la cortesia di farmi discutere con @Radka dato che, prima di ricorrere ad uno studio legale, vorrei tentare la strada del reclamo.
Vi ho chiesto di compilarlo al mio posto non per pigrizia, ma perché mi da errore il modulo di invio con qualsiasi browser e/o dispositivo.
Good morning and thanks for your reply.
So, no, I wouldn't consider the administrator's decision "illegal". Maybe it would be sad or unfair if they also, without a good explanation, canceled your balance.
But that's what was done.. The bonus was honestly unlocked on the slots with their wagering requirements and they completely blocked my withdrawals: this is equivalent to having cancelled my balance! 😅
Also, there is no way for us to file a complaint on your behalf. Due to GDPR, for example, this is not even possible. I suggest you try to file the complaint using a different browser or device, please. The most problematic one seems to be Chrome lately. Unfortunately, this is something we cannot fix.
I note that your application seems to prevent the creation of a complaint at the end of questions with both mobile and desktop browsers (tried with Safari, Chrome and Edge).
I wonder what the point is, given that once you have entered money into the casino and obtained the bonus by paying real money, and especially after unlocking the bonus, the balance that results is real and therefore limiting withdrawals is equivalent to violating the player's rights given that any blocks on the bonus had to be carried out BEFORE the rollover was completed.
If you are sure you cannot help me, I will take legal action against this terrible operator: the chain of these casinos is rotten, I think everyone knows it, I do not understand how you can classify it as SAFE in your scores…
Buongiorno e grazie per la risposta.
Quindi, no, non considererei la decisione dell'amministratore "illegale". Forse sarebbe triste o ingiusto se anche loro, senza una buona spiegazione, avessero annullato il tuo saldo.
Ma è quello che è stato fatto.. Il bonus è stato sbloccato onestamente sulle slot con i loro requisiti di puntata e mi hanno completamente bloccato i prelievi: questo equivale ad aver annullato il mio saldo! 😅
Inoltre, non c'è modo che noi compiliamo un reclamo per tuo conto. A causa del GDPR, ad esempio, questo non è nemmeno possibile. Ti suggerisco di provare a inviare il reclamo utilizzando un browser o un dispositivo diverso, per favore. Il più problematico sembra essere Chrome ultimamente. Purtroppo è qualcosa che non possiamo risolvere.
Faccio notare che la vostra applicazione sembra impedire la creazione di un reclamo alla fine delle domande con browser sia mobile che desktop (provato con Safari, chrome ed Edge).
Mi chiedo quale sia il senso, dato che una volta inseriti dei soldi sul casinò ed ottenuto il bonus avendo pagato soldi veri, e soprattutto dopo aver sbloccato il bonus, il saldo che risulta è reale e dunque limitare i prelievi equivale a violare i diritti del giocatore dato che eventuali blocchi sul bonus andavano eseguivi PRIMA del completamento del rollover.
Se siete certi di non potermi aiutare, adirò le vie legali nei confronti di questo pessimo esercente: la catena di questi casinò è marcia, credo lo sappiano tutti, non capisco come facciate a classificarlo come SICURO nei vostri score…
Hello, as I was saying
"...I would not consider the administrator's decision to be "illegal". Perhaps sad or unfair if they also, without good explanation, have voided your balance."
So in my opinion, we are talking about quite the same thing, maybe.
"The bonus was honestly unlocked on the slots with their wagering requirements and they completely blocked my withdrawals: this is equivalent to having cancelled my balance!"
Can't say I understand that clearly. Many casinos do not allow withdrawal if you have an active bonus for example. Did you ask them for an explanation? In my opinion, you want me to explain something the casino should do.
When it comes to legality, we are not lawyers so we prefer fairness and for that we need to know the casino's points of view. Did you hear about Casino Guru Fair Gambling Codex? We use it instead of international laws:
https://casino.guru/fair-gambling
I informed our tech guys about the complaint feature. Usually, the desktop version of Microsoft Edge performs flawlessly, but it may be a complex issue. Can you describe when exactly the process fails, please? Capture a video if you can.
I'll get back to you once I have something to add to the matter.
Update: The complaint can only be filed in English at this time, using the English domain casino.guru. In order to confirm English in your account, you can try changing your preferred language to English in the top right corner. That ought to serve as a short-term fix.
Look, they've done it to me too, they cancel the balance😆you try to play on Rtbet for just 3 months and you yourself will notice all the things that happen. Of course, we as customers are never right, you always want to be right...
Guarda che anche con me l’hanno fatto tante volte annullano il saldo😆lei prove a giocare su Rtbet per solo 3 mesi e lei stessa se ne accorgerà di tutte le cose che succedono. Certo noi cliente non abbiamo mai ragione,la ragione la avete sempre vuoi….
Well, I was answering only to things provided in the other player's post. To me, for example, it was not obvious that a balance was voided, not to speak about the reason.
So, if you feel the casino is acting unfairly, please submit the complaint. We admins know only what we can find in the complaints or in the posts. I have no intention to speak on behalf of some casino. For me, you are the source of experience and I have no reason not to believe you. But if someone asks me for my opinion, well, I will provide. Sadly, most people start with only a fraction of information so the first response may sound weird. As you can see, I have to ask further. I did not understand why or whether the balance was voided.
Back to you now—what has happened in your situation?
QUICK UPDATE: The complaints should be up and running. I'm sorry for the inconvenience. Can you kindly try again, please?
If you go and see all the comments I've made here for months you'll understand! Sending the complaint is useless the problems are never solved and they don't even answer me to the support email and vip email. I've closed with them I'm just waiting for them to delete my account
Se vai a vedere tutti i commenti che ho fatto qui da mesi capirai! Inviare il reclamo è inutile i problemi non vengono mai risolti e nemmeno mi rispondono alla email di supporto e email vip. Con loro ho chiuso solo aspetto che cancellino il mio account
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