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

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

Amount: €3,500

RTbet Casino
Submitted: 13 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

5d 5h 7m 58s

Case summary

The player from Spain successfully withdrew 500 euros from his winnings of 5400 euros at rtbet but is now unable to log into his account, where 3000 euros remain. Despite attempts to contact support via email and live chat, he receives no solutions.

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Translation

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!

Automatic translation:
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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

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Translation

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!

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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.

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Translation

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.

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

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Casino Guru is examining the case

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