The player from Germany had requested a withdrawal of 500 Euros on August 28, 2024, which was supposed to be processed within 5 business days. However, the casino's live chat support was stalling and asking him to wait. After 11 days, the player confirmed that the amount had finally been paid out. The issue was marked as resolved by the Complaints Team following the successful payout.
RTbet Casino - Player’s withdrawal is delayed.
Amount: €500
RTbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
On August 28, 2024, I requested a withdrawal of 500 Euros. According to the terms, the withdrawal should take a maximum of 5 business days. In the live chat, they are just stalling and telling me to wait.
Automatic translation:
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2 months ago
Dear dieterpete84,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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2 months ago
Translation
Hello, thank you for the answer. I have no problem waiting 14 days, but they wrote to me in their live support chat 4 days ago that the payout was in the final stages of processing and yet the status is unchanged. According to their website, verification is not necessary for me, I think because I deposited via direct bank transfer, so that is not the problem.
But OK, I'll wait a few more days.
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2 months ago
Translation
Hello, the amount has finally been paid out after 11 days.
Automatic translation:
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2 months ago
Dear dieterpete84,
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,
Kristina
Casino.Guru
