The player from Greece had reported an issue with RTbet Casino where she had accrued winnings of 200K. As a VIP4 level player, she had initiated the withdrawal process but faced difficulties due to demotions that had lowered her withdrawal limits. She suspected these demotions were deliberately implemented to delay her payment. We had informed her that we couldn't compel the casino to upgrade her player status or expedite her withdrawal process. The player had expressed her disappointment as we were her last resort. We had advised her to reopen the complaint if she encountered any delays or difficulties with her withdrawals.
RTbet Casino - Player’s VIP level dropped which caused delays in the payout.
Amount: €200,000
RTbet Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
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7 months ago
I made a max win and got my balance up to 200K at which point I was a VIP4 level player and I started to withdraw money. In 3 days they dropped me one level which meant lower withdrawal limits and 2 weeks after that they dropped me to level1 with a monthly limit of 7K. This means that I will be able to withdraw the money in 28 months. In their terms and conditions they say that the vip level is calculated based on the last 90 days of deposits and withdrawals but in only 14 days the dropped me 3 levels which was obviously done on purpose to stall my payment. In the last month I was able to withdraw this 7K with no problem. I sent them a request to up my limit but they denied, I contacted the support and they never answered. This is the Rabidi company and many players report the same.
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7 months ago
Dear villaelizabeth,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives advantages connected to the VIP status and who does not.
Thank you for your understanding.
Best regards
Veronika
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7 months ago
I am very sorry you cannot help me, you were my last hope. Thank you for your time.
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7 months ago
I wish I could be of more assistance. Please do not hesitate to reopen this complaint if you experience any delays or difficulties with your withdrawals. However, as long as the casino keeps paying you out according to their limits, we cannot do anything to speed up the process.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
