RTbet Casino - Player's winnings delayed post account closure.

On May 25, 2024, I won €3,500 and initiated a withdrawal of €500. Afterwards, I notified the chat support about my gambling problem. The customer service representative closed my account and informed me that my winnings would be processed manually. As of now, I haven't received anything. Emails to support@rtbet.com have gone unanswered.

A week ago, they requested a photo of my passport and a selfie, which I promptly sent them. Since then, I have received no response.

On May 25, 2024, I won €3,500 and initiated a withdrawal of €500. After this, I contacted chat support and informed them about my gambling problem. The chat was closed and I was told that my winnings would be processed manually. But now, 13 days later, I still haven't received my money.

I've sent multiple messages to support@rtbet.com, but they haven't responded.

Dear Beno,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RTbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly you don't have any access to your casino account, and communicate with the casino via email and live chat?
• Could you please share your communication with the casino confirming your withdrawal is being processed and any other related communication? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

I played for real money.

I can't access my game account because the casino closed it when I reported that I had a game problem.

Thank you very much, Beno, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello Beno,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RTbet Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hey.

the casino paid me the amount yesterday.

Dear Beno,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru