The player from Germany had deposited €200 but encountered an error message when trying to place bets or play in the casino. Despite following the support's advice to clear the cache and use incognito mode, the issue persisted. Additionally, he couldn't withdraw the funds until the wagering requirements were met. The casino paid the player out.
RTbet Casino - Player is unable to use account after making a deposit.
Amount: €200
RTbet Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hello,
On August 4th, I made a deposit of €200, and whenever I try to place a bet, I get an error message. The same happens in the casino.
Support always responds with the same advice: clear the cache or try in incognito mode. I've already tried both.
I also can't make a withdrawal because the money needs to be wagered.
Can you help me, please?
Automatic translation:
Public
Public
4 months ago
Dear basti85265,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
In one of the screenshots you sent us, the notification warns you that you have been excluded. Have you requested to be self-excluded from this particular casino or from any other casinos before?
Have you set any responsible gaming limits in this casino, e.g. deposit limit, wager limit, time limit, etc.?
Has the casino customer support given you any explanation for your inability to deposit into your account, or have you received only the suggestions to clear your cache and cookies?
Could you please confirm if 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 months ago
Translation
No, I have not requested self-exclusion. No limits. I could deposit but never place a bet. And they never asked for verification.
Edit: the money has now been paid out by the casino!
Edited
Automatic translation:
Public
Public
3 months ago
I'm glad to hear that your money has been paid out. Please let me know if there is anything else I can assist you with, or if this complaint might be closed. Thank you for your cooperation.
