RTbet Casino - Player demands refund after self-exclusion violation.

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.

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

The account then closed yes ...they had knowledge of the addiction

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.