RTbet Casino - Player's account closure request is ignored.

I would like to submit a complaint about RTBet about their unprofessional practices. I have been attempting to close my account with them since December because I felt I was losing to much money and their small withdrawal limits made it challenging to make any withdrawals when you do win but almost all of my inquiries have been ignored. My first attempt in December I received an email back about why I wanted it closed. I just replied that I wanted it closed, instead I was upgraded to VIP. I sent another email January 17 to close my account and got no answer. I resent the same email 6 times on January 30 trying to be to get their attention so that I could get my account closed and still received no answer until February 7 when I was offered $500 to stay which I unfortunately took and made a complaint about their withdrawal size. On February 10 I again asked to have my account closed stating that I was losing to much money and no longer wanted to play. I received no answer other than cash gifts to keep me playing. I sent another email March 23 asking to close my account. I got a reply asking why and I stated that I was losing to much money and wanted to stop playing, again I have received no response. I have now spent around $61000 and have listed my claim amount as double that in hopes of finally getting their attention to close my account. I know I won’t be receiving that amount back but I believe something needs to be done about the fact that I have repeatedly asked to have my account closed only to be ignored or offered cash. I have been unable to find out which gaming commission provides their licence to operate to make a complaint with as I believe this whole situation has been handled poorly. I have screenshots of all communication between myself and RTBet but it is not allowing me to attach them below is their an email I can forward the screenshots to?

Dear Rd1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RTbet Casino. I adjusted the disputed amount of the complaint to the amount you wish to have refunded. I apologize for the inconvenience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion does represent player protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• Would you be so kind as to forward me the account closure requests that you sent to the casino you refer to in your post? My email address is tomas@casino.guru
• Could you please clarify whether you informed the casino at any point that you are struggling with gambling problems or you struggle to control your gambling?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas

I have emailed you a copy of all the communication between myself and RTBet. I did communicate to them that I wanted the account closed because I felt like I was losing to much money but I did not specifically use the term self exclusion.

Thanks for your reply.

I went over the communication you provided.

From what we can see, you never explicitly mentioned a gambling problem in your requests. This might have led the casino to treat your self-exclusion request as less urgent or not requiring immediate action. Unfortunately based on the provided information, we don't think you expressed the need to be protected from further play.

The approach of online casinos to players who express that they are experiencing gambling problems should be different. Unfortunately, from the evidence you provided we might not assist you with requesting a refund.

• Could you please confirm whether the casino closed your account?
• Is there any further communication where you expressed your need to be protected from further play from the casino?

If your account in the casino is not yet closed, I would recommend you request a self-exclusion due to gambling problems.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RTBet Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to your VIP manager and a separate email to support@rtbet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thanks in advance for your reply.