RTbet Casino - Player's account is inaccessible and funds are delayed.

Hello, at a casino called rtbet, I played with a bonus and ended up losing the money, so it was gone. Later, I deposited an amount that added up to 617 euros, which went smoothly. I played and won a prize of approximately 5400 euros (I have a video of the win). After that, I wanted to withdraw, but the platform only allows withdrawals of 500 at a time. I managed to withdraw 500 and left 3000 in the account. After that, I was unable to log in or do anything! It's unbelievable, and they haven't provided any solution via email or live chat!

Dear Candelo19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• When did you create your account and when was it closed?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good afternoon, I think you misunderstood, I hit withdraw but it never arrived, there were 500 pending to withdraw... and on top of that I received an email saying that I cancelled it (lie) and 3000 euros in my account, that is, 3500 euros! To deposit there was never a problem, now to withdraw... I have more than 20 screenshots of live chat and email with them that do not give me a solution or tell me why they took away my account, they are all excuses like: oh my shift has changed and they are leaving xd this casino smells strange. I also have a video of the winnings and so on. I hope you can solve the problem for me since I only want what belongs to me!

Thank you very much for your reply, Candelo19. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Also, please clarify which games you played. Thank you in advance.

Good afternoon, I sent you the email a few days ago... here it doesn't let me upload photos or videos, it says it takes up a lot of space... I'll send them to you again by email. And regarding chat and support... they keep saying that I spoke to support via live chat and support that I spoke to live chat hahaha and so on... it's incredible!! And all excuses or they say they can't give me more information. They closed my account for not paying me my money, now... they have accepted the income, yes.

I have played megafire roulette at crazy time... vampy... some slots but generally roulette

Thank you very much, Candelo19, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ok thanks, what else is there to do?

Hello there,

Thank you Candelo19 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RTbet Casino for their help in resolving this complaint. We would like to know why was their account blocked and what can we do to help the player receive their winnings.

Thank you!

I would like to know the same thing myself, but they don't tell me anything, all excuses or that they have a shift change 😅 I have spoken with more than 50 agents and nothing! It's a disgraceful casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If they haven't answered you yet, I don't think they'll answer you, so... they're scammers. There are no problems with depositing, but when it comes to withdrawing... they'll close your account. I hope no one enters this casino and I hope they close the casino. I'm going to report it if there's no response in the next few days.

Dear Candelo19, I was informed by the casino representative that you were self-excluded on the casino's sister project and the transactions you made on the casino's platform were reported as fraudulent, which eventually led to chargebacks. This is considered fraud and can lead to your black listing in the whole of the industry so we strongly advise against such behaviour. Can you give us an explanation to the situation from your side? Thank you in advance!

Of course, I'm going to exclude myself with 3500 euros in the account... do you really believe that? Totally false!! And obviously I reported it because they scammed me, I already told them that if they pay me my money I will withdraw the complaint. I never excluded myself, I won money and they closed my account... they even sent an email saying that I had cancelled the withdrawal... a lie!

Candelo19, as you confirmed you have raised a chargeback against the company we won't be assisting you further with this complaint. Chargebacks are considered fraud and can lead to your blacklisting in the whole of the industry and we have a zero-tolerance policy against such behaviour. Due to that reason, we have decided to reject your complaint., thank you for your understanding.

Kind regards,

Peter