The player from Greece had won €30 and requested a withdrawal before closing his account. He was informed to expect an email with more information, but had not received it yet. The player was concerned about the delay in receiving his winnings. The issue was resolved when he received the payment, and the complaint was marked as 'resolved' by the Complaints Team.
RTbet Casino - Player’s withdrawal has been delayed.
Amount: €30
RTbet Casino
Safety Index:Very highSafety Index
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9.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
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3 months ago
Hi
I won 30 euros with Roulette and betting and decided to close the account afterwards, before that I made a request to withdraw the funds. They told me I will receive an email with more info but nothing since a day now. I hope I am not scammed by this casino. They said it takes 3 working days but the financial department has to review it let's see.
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3 months ago
Dear Nikdim14,
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.
- What was the reason for the account closure?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- When was the last time you communicated with the casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
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3 months ago
Hi
They I requested closure of the account and the money to be sent to me afterwards.
There was no mention of KYC requirement in the first place.
I won without any bonus and I contacted them today as well.
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3 months ago
Dear Nikdim14,
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,
Dominika
Casino.Guru
