The player from Greece, who had self-excluded due to gambling addiction, claimed that Tikitaka and RTbet Casino allowed him to play despite this exclusion, resulting in losses of approximately €5,000-€6,000. He argued that Tikitaka and RTBet were identical in platform design to N1 Casino, where he was excluded, and sought a refund of his losses. The Complaints Team explained that RTBet Casino had acted appropriately by closing his account upon notification of his gambling issue. However, due to the lack of a universal self-exclusion policy among different casinos and the separate ownership of the platforms, the request for a refund of losses was not supported, leading to the rejection of the complaint.
RTbet Casino - Player demands refund after self-exclusion violation.
Amount: €6,000
RTbet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
2 days ago
Public
Public
5 days ago
Translation
To Tikitaka (https://tikitaka3.com/gr/) and RTBet. Tikitaka is not listed among your options.
Although I am self-excluded due to gambling addiction, it allowed me to play and lose approximately €5,000-€6,000. As you can see if you log into N1 Casino where I had self-exclusion due to addiction, the platform for Tikitaka and RTBet is identical to that of N1 with the same dealers and the same rooms. Therefore, they could not have been unaware of my exclusion. They need to refund my money.
Automatic translation:
Public
Public
4 days ago
Dear alexisbat,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
As I mentioned in your other complaint, according to our information, RTBet Casino operates under a license issued by Comoros and the GCB. Unfortunately, these licensing authorities do not mandate their licensees to share self-exclusion information across different platforms. As a result, it is currently not possible to implement a universal self-exclusion across all casinos owned by the same company. Player must request self-exclusion at each casino individually. While we understand that this may not be the most customer-friendly approach, please note that we do not have the authority to enforce responsible gaming measures. These responsibilities lie with the relevant licensing authorities and the casino operators themselves.
Could you please specify if you informed RTbet Casino directly of your gambling problem? Is your account currently closed or is it still open?
Have you passed the full KYC verification?
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
Public
Public
4 days ago
Translation
The account then closed yes ...they had knowledge of the addiction
Automatic translation:
Public
Public
2 days ago
As I mentioned in one of your other complaints, even though the design of the platform may be similar, the casinos you mentioned are owned by three separate companies. As a result, they are not required to share customer information with each other. Regarding the live chat agents being the same, it’s important to note that casinos often use outsourced live chat services. These agents typically don’t have access to player profiles, and certain requests must be directed to the specific casino's relevant department for handling.
Additionally, not all licensing authorities offer the ability to self-exclude from all casinos operating under their license. It remains the player's responsibility to self-exclude from each casino individually if necessary.
In the case of RTBet Casino, they closed your account immediately after you informed them of your gambling issue, which suggests that they have acted in accordance with their obligations.
Due to the aforementioned reasons, we are unable to help you get your lost deposits back and your complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
