The player from Germany is unable to access his account due to an administrative decision and has been trying to recover his €70 balance through emails without success.
RTbet Casino - Player cannot access account and seeks refund.
Amount: €70
RTbet Casino
Safety Index:Very highSafety Index
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9.1
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Opened
Current status
Waiting for casino to reply
3d 3h 14m 48s
Case summary
4 days ago
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3 weeks ago
Translation
Hello, I haven't been able to access my account since Monday, March 24, 2025 (see attachment). I was told in the live chat that this was an administrative decision. I've sent several emails requesting a refund of my €70 balance. So far, to no avail. I hope someone here can help me.
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3 weeks ago
Dear AK1982888,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify what types of games you played, such as slots, live casino games, or sports betting?
- Have you completed the full KYC verification?
- Have you made any successful withdrawals from this casino before?
- Has the casino promised you a refund of your balance, or is it a request you made that has not yet been approved by the casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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3 weeks ago
Translation
Hello, I've played a few slots and a bit of sports betting, not much. I've withdrawn there before, without any problems. KYC was never requested, not even with my first withdrawal. The casino simply sent me the following email (see attachment).
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2 weeks ago
Did you place bets with or without an active bonus shortly before your account was blocked? If you used a bonus, please provide a link or a screenshot of the bonus.
Could you specify which sporting events you placed bets on?
Has the casino informed you whether your remaining balance will be paid out?
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2 weeks ago
Translation
Hello, I never claimed a bonus. I hadn't bet there for over two months before the ban, so the €70 balance was just sitting there. It's a mystery to me how a casino like this is rated so highly here.
The casino simply sent me the above email.
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1 week ago
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Hello, that can't be the reason for the sporting event I bet on. I bet on football once, then table tennis. But the account wasn't closed until two months later, after I hadn't played there anymore. Please write to the casino so I can finally get my balance refunded. This has been dragging on for over two weeks now. I think I've waited enough.
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1 week ago
Thank you very much, AK1982888, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department handling such issues.
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1 week ago
Translation
I have the feeling that the casino itself doesn't know why my account was closed. Only when the account is closed can the customer be properly paid out their balance.
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1 week ago
Translation
I just received a very strange email from RTBet (see attachment). Apparently, they closed my account at my request. That's not true at all. I never requested an account closure. 
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4 days ago
Dear AK1982888,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the RTbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear RTbet Casino,
Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?
Thank you in advance for your response!
Best Regards,
Kubo
RTbet Casino has 3d 3h 14m 48s to reply
