The player from Italy experienced a delay in their withdrawal, which was submitted on January 27, but still showed as under account review with verification in progress. Despite contacting customer support multiple times, the responses remained automated and unhelpful, and the player expressed frustration over the lack of progress after five days. The withdrawal was reported to have been completed on February 5, but the player sought clarification on how the funds would be processed without providing IBAN or BIC/SWIFT details. The issue was marked as resolved after the player confirmed that the payout has been received.
RTbet Casino - Player faces delay on withdrawal request.
Amount: €500
RTbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Good afternoon, I made a withdrawal on January 27 at 4:38 PM.
SINCE THAT TIME IT SAYS:
We are reviewing the details of your account,
1 Request made
2 Verification in progress
I asked customer support for information.
They all respond automatically stating that it takes 3 to 5 days excluding Saturday and Sunday and that everything is regular.
TODAY IS FEBRUARY 3, 2025, 5 DAYS HAVE PASSED AS OF 4:38 PM TODAY.
I contacted support again and, since they can no longer tell me to wait the days they take for evaluation, they tell me to be patient as they had too many requests over the weekend and that everything is okay.
ALL NONSENSE!
I DO NOT RECOMMEND THIS PLATFORM.. DON’T PLAY YOUR GAMES OR ANYTHING ELSE HERE, WHO KNOWS WHEN, OR IF, YOU’LL EVER SEE YOUR WINNINGS AGAIN.
STRONGLY NOT RECOMMENDED, TERRIBLE!
Automatic translation:
Public
Public
1 month ago
Dear catenamario1,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RTbet Casino.
Pplease, 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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Public
Public
1 month ago
Translation
The withdrawal was completed today, February 5, 2025, or 2 days after the guidelines (3/5 working days).
Obviously not yet credited to my bank account.
But a question arises in me:
I made the withdrawal with the same method as the Mastercard deposit (to be clear, the money should arrive on the same card)
But I don't understand how it gets to me if neither IBAN nor BIC/SWIFT were requested during the withdrawal phase??
I would like some clarification on this matter.
In the meantime, we wait.
Automatic translation:
Public
Public
1 month ago
Dear catenamario1,
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 on our forum. 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,
Tomas
Casino.Guru
