The player from Germany had deposited 20 euros but couldn't play due to errors. Despite following the support's instructions, the issue persisted. The casino then closed the account, citing a duplicate account. The player sought a refund. The casino later agreed to refund the 20 euros to the player. The issue was resolved as the player confirmed receipt of the refund.
RTbet Casino - Player’s account closed after deposit.
Amount: €20
RTbet Casino
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Three days ago, I deposited 20 euros but was never able to play because it kept showing errors. I chatted with their support and they kept telling me to clear my cookies. I did that, but it still didn't work. Now the real kicker is that they've closed my account, claiming I have a duplicate account. My question now is, how do I get my money back?
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5 months ago
Dear Maus19671,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
- Was it your very first deposit in this casino?
- Was your account previously verified?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Translation
No, I have already paid several times
Account has been verified
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5 months ago
Translation
I once had an account with them but I canceled it and then I registered again with a different email address
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4 months ago
Hi Maus19671,
I'm sorry, but if you knowingly opened another account with the casino, it will be very difficult to assist you.
- Could you please let me know the reason for closing your first account?
- Was it your decision, or was it blocked by the casino?
- Did you explore the option of reopening your old account before registering a new one?
Thank you.
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4 months ago
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I closed the account because I was angry that nothing had happened; the account was properly deleted.
It was my decision. No, I didn't check it, I could register again with a different email address because they should have seen that I already had an account, everything was strange
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4 months ago
Hi Maus19671,
If you knowingly opened another account without checking with the casino, it's understandable that your newly opened account was blocked. However, you mentioned that you previously deposited and withdrew money from this duplicate account. While it makes sense for the casino to keep the new account blocked, the deposited funds should be returned to you.
- Is it correct that €20 is still being withheld by the casino?
Thank you.
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4 months ago
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Yes, that's right, I'm getting another 20 euros from them. They wanted to send me an email but nothing has arrived to date when they need my data
Edited
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4 months ago
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Will I get my money back? They don't respond
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4 months ago
Thank you very much, Maus19671, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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4 months ago
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Do I have a chance to get my 20 euros back
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4 months ago
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I spoke to the casino again and they want to refund my 20 euros
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4 months ago
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Hello we can close the case I got my 20 euros from the casino mfg K******r Petra
Edited by a Casino Guru admin
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4 months ago
Hello,
Great news, Maus19671! (I am sorry for the delay)
Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
