The player from Spain had a pending withdrawal request of 2,000 euros with RTbet that remained unresolved since the previous Thursday. The casino had not requested further documentation and provided no responses to the player's emails or chat inquiries. We had advised the player that withdrawal processing could take up to 14 days and requested further cooperation and patience. Despite extending the complaint timeframe by an additional 7 days, the player failed to respond to our messages and queries. Consequently, we were unable to proceed with the investigation or provide potential solutions, leading to the rejection of the complaint.
RTbet Casino - Player's withdrawal delayed with no communication from casino.
Amount: €2,000
RTbet Casino
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9.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Good morning.
I have pending withdrawals at the betting house rtbet3. The total amount pending is 2000 euros, and since Thursday it's been in pending withdrawals and no one is providing a solution. They're not asking for any documentation, not responding to my emails, and via chat they only tell me to wait without giving me an explanation. What can I do to get paid?
Automatic translation:
Public
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6 months ago
Dear ercancho,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
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6 months ago
Dear ercancho,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
