RTbet Casino - Player's account was deleted due to alleged duplication.

Hello, I created a new account on this site today for the second time, unaware that I already had an account there. The registration process went smoothly, but I ran into a problem when I deposited money. The funds were successfully added to my player account and I went to play slots, but I couldn't spin. It displayed an error message so I contacted support and explained the entire situation. They then informed me that I had already created an account on this site and accused me of falsifying information or something similar, and immediately after, my account including my money was deleted.

Dear raabik2210, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please confirm if you passed the full KYC verification?

When you registered in the casino, did you use your correct personal information, including your name, surname, phone number, date of birth and address?

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, 

Veronika

good day, I apologize in advance for the late reply, I was still trying to resolve it with the casino.

to answer your questions.

no one from my family could set up a casino on me because I live alone and I have no idea about the IP address.

I don't know how to prove KYC verification because it only asked for my first name, last name, email, date of birth and phone number, otherwise it didn't ask for any document like a national ID card.

yes, I used my first name, last name, address and the only other phone number because I have two phones.

otherwise, what did I do with the casino and I wrote to them on live chat, I was told that they would send me an email and in all that time I didn't receive a single email. again that they send me an email where I should send the bank account so that they can send me the money back.

in all this time no one has sent me an email and they are doing a dead bug. Please let me know if it is easy to see what is written in those photos.

this is all I wrote with them and I will send more photos:

Thank you very much, raabik2210, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, raabik2210!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello guys, I just want to ask what happens if the casino does not respond?

Hi! If the casino does not respond, we would recommend you to lodge a complaint with the Czech gambling authority.

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.

We have decided to extend the timer as it seems that we are establishing the contact with the casino.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru