RPTBET Casino - Igračeva sredstva su konfiskovana, a račun je zatvoren.

I am submitting a complaint against RPTBET casino regarding unfair confiscation of my funds and account closure without any valid explanation.

I deposited $600 in cryptocurrency. I played dice and made a few bets on the NHL. After this activity, my balance increased to approximately $700. When I tried to withdraw part of my funds, my withdrawal was declined and my account was blocked. I was completely unable to access my account. Subsequently, I received an email stating that my account was under review and that I needed to provide verification documents. I submitted all requested documents, which were accepted, and was told to continue waiting.

After three weeks, I received the following message from support:

"Dear player,

We inform you that regarding your account activity, we have received a notification from a provider about activity related to fraud. We cannot disclose the details of the review or the provider's name due to a signed NDA.

Please note the following from our terms:

9.3. Fraudulent activity

As soon as rptbet.com notices fraudulent, illegal, unfair, or improper activity (including placing bets, wagers, or playing poker via a third party or on behalf of a third party) on the website, we reserve the right to block a user's account and confiscate any remaining balance without prior notice. In such cases, rptbet.com reserves the right to report fraudulent actions to existing regulatory and law enforcement authorities, including banks, credit card companies, or any legal entity, and/or take legal action against such user.

Based on this, your balance has been confiscated and your RPTBET account is closed. This decision is final and cannot be appealed."

Despite following all rules and providing requested verification documents, RPTBET confiscated my deposit of $600 and my winnings of $100 without any justification. Their actions constitute unfair treatment and resemble theft of player funds.

I request:

Clear and verifiable evidence of the alleged fraud

A precise explanation of which rule I allegedly violated

Refund of my deposit and winnings ($700)

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you, with the sender and recipient information visible? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

Here are the details you requested:

I have been a player at the casino for approximately 2 months. However, I was only actively playing for about 3–4 days.

I found out my account was blocked after experiencing a delay with my withdrawal request. When I attempted to log in to my account, I discovered that it had been blocked.

I did not use any bonus. My entire balance was accumulated using real money only.

All my communication with the casino consists of a single email they sent me after three weeks of reviewing my account, informing me that they would confiscate all my funds. Since then, they have not responded to any of my messages.

"Dear player,

We inform you that regarding your account activity, we have received a notification from a provider about activity related to fraud. We cannot disclose the details of the review or the provider's name due to a signed NDA.

Please note the following from our terms:

9.3. Fraudulent activity

As soon as rptbet.com notices fraudulent, illegal, unfair, or improper activity (including placing bets, wagers, or playing poker via a third party or on behalf of a third party) on the website, we reserve the right to block a user's account and confiscate any remaining balance without prior notice. In such cases, rptbet.com reserves the right to report fraudulent actions to existing regulatory and law enforcement authorities, including banks, credit card companies, or any legal entity, and/or take legal action against such user.

Based on this, your balance has been confiscated and your RPTBET account is closed. This decision is final and cannot be appealed."

Hello delta13,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Please forward the correspondence you received to my email at tomas@casino.guru, instead of posting plain text. Alternatively, send screenshots of the communication with sufficient context available.

Thanks in advance for your cooperation.

I sent you screenshots by email.

Dear delta13,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear delta13,

I sincerely apologize for the inconvenience you have experienced with your account being blocked. Please rest assured that I will reach out to the casino promptly to address this issue. Additionally, I would like to invite a representative from RPTBET Casino to join this discussion in order to assist us in resolving this matter efficiently.

Dear RPTBET Casino,

could you kindly clarify the reasons for the player's account being blocked? Your transparency in this matter is greatly appreciated, and if possible, we would also appreciate any supporting evidence. You may share your statement and relevant documents here, or feel free to send them to my email at jana.k@casino.guru. Thank you very much for your cooperation and assistance.

Kind regards,

Jana

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana