RTbet Casino - Player believes that their withdrawal has been delayed.

whatever happens, I'll report it.  according to their policy, the refund time is 3 working days, from the day after the refund request. we are currently at 10 working days, 13 days. I have written to them several times, they always just ask for my patience. customer identification was not done despite my specific request, they said it was not necessary. I have a total of 3 refunds in progress due to daily limits. 400 euros, 400 euros, 250 euros. it's about my oldest refund now, but none has happened so far.

Dear balazsko,

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

Dear balazsko,

Have you received your withdrawal from the casino yet?

No! still nothing happened

tomorrow is friday If the payment doesn't happen tomorrow, I must have been waiting for 3 weeks, because the finance department doesn't work on weekends. There is no communication from them, if I ask, they just ask for my patience.

still nothing happened.

Thank you balazsko for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

payment is made at this moment

Dear balazsko, have you received all of the disputed funds? Thank you in advance!

I played with it in the meantime, but I had 800 euros left, and I got it all.

Dear balazsko,

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, 

Peter