RTbet Casino - Igrač prijavljuje ponavljajuće probleme sa bonusima.

I would like to submit a complaint regarding a recurring issue I have experienced with this casino.

I have been playing on this platform for approximately 1.5 years, during which I have deposited several million HUF. I have also reached a high VIP level in the past. I can provide proof of my deposits if required.

Unfortunately, I have experienced the same issue multiple times: I have lost promotional bonuses because customer support was not available when I needed to report the problem.

In my most recent case, I deposited during a weekend promotion that clearly offered a 50% casino bonus. However, the bonus was not credited.

According to the casino’s terms, I understand that players are required to contact support before placing bets if a bonus is not credited. However, in this situation, live chat was not available, so I had no realistic way to report the issue in time.

By the time I received a response via email, I had already started playing, and I was then told that the bonus could not be added afterward.

This is not a one-time issue. It has happened to me several times before, and in each case I lost bonuses due to the unavailability of support.

What is especially concerning is that when I was a VIP player, similar situations were handled differently and the casino was able to resolve the issue even after gameplay had started. This clearly shows inconsistent treatment depending on player status.

I find this practice unfair, as it puts the responsibility entirely on the player, even when the casino’s support system is not functioning properly.

I have already contacted both support and the complaints department, but I have either received generic responses or no response at all.

I am submitting this complaint in the hope of receiving a fair review of my case and to highlight this recurring issue for other players.

I am willing to provide any additional evidence if necessary.

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Hello,

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.

• Could you please clarify which bonus you intended to activate? Please post a link or promo code you used to activate the offer here in this thread.
• Did the casino clarify why the bonus wasn't credited to you?
• Do I understand correctly that you have already played with your deposit?

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,

Attila

Dear Attila,

I am attaching a screenshot showing which bonus I claimed. This is a regular promotion available every weekend.

Yes, I lost the deposited amount, as the live chat was unavailable at the time and I only received a response to my email later. I requested that the bonus be credited retroactively, but I was informed that this was not possible and was instead offered the same bonus for a future deposit.

This is unacceptable to me, as when I was a VIP player, similar issues were resolved without difficulty. Now, however, this is no longer the case, even though the issue did not arise from my side. I have already missed out on multiple bonuses on this site due to the unavailability of support.

I have now reached the point where I feel it is necessary to formally report this issue, as I do not consider the casino’s practices to be fair. The advertised bonuses are not dependent on player status, yet I was told that such matters could only be resolved when I was a VIP player.

In the meantime, I also shared my experience on Trustpilot, where RT Bet responded and advised me to contact live chat. I did so, but they informed me that they could not assist. I have sent multiple emails to both support and the complaints department, but I either received generic responses or no response at all.

I can provide screenshots to support all of my claims, as well as proof of my numerous deposits. Unfortunately, I am unable to provide evidence for the previously lost bonuses, and I regret not raising this issue earlier through the appropriate channels.

Kind regards, 

Hi Attila,

I am attaching a screenshot showing that the live chat is still unavailable. This is especially concerning as it is now the weekend again, and I have noticed that this issue regularly occurs around weekends.

This confirms that I did not have a realistic opportunity to report the issue in time, and that this is not an isolated incident but an ongoing and recurring problem.

Thanks,

Dear Attila,

Thank you for your assistance.

I have now received a response from the casino, where they again state that their live chat is available 24/7.

However, this is not accurate. I have already provided a screenshot showing that the live chat is not available, and I have experienced this issue multiple times, especially during weekends.

This clearly demonstrates that I did not have a realistic opportunity to contact support before placing bets, as required by their terms.

Additionally, on Trustpilot the casino publicly advised me to contact live chat and stated that they would be happy to assist. However, when I followed this instruction, their agents informed me that they could not help and redirected me to email support.

This creates a clear contradiction between their public statements and the actual support experience.

Therefore, I believe the casino’s claims regarding support availability are misleading and put players in an unfair position.

Kind regards,

Dear Attila,

Thank you for your assistance.

I would like to provide a further update regarding this case.

I recently posted an additional comment on Trustpilot, to which the casino responded again. In their response, they repeated the same instructions, asking me to contact live chat or wait for an email reply.

Following their advice, I contacted live chat once again. However, I was informed that they are unable to assist with this issue and was redirected back to email support.

This means that despite following their instructions multiple times, I am still being redirected between support channels without any actual resolution.

I am attaching a screenshot of the live chat conversation, as well as a screenshot of the casino’s latest public response on Trustpilot, as evidence.

Kind regards,

Dear Attila,

As a further update, I contacted live chat again.

I was informed that my case is now being handled as a formal complaint by the relevant department and that the live chat agents are not able to assist further.

I was also told that the resolution may take up to 10 working days.

This again confirms that the previous instructions to resolve the issue via live chat were not accurate.

I am attaching a screenshot as evidence.

Kind regards,

Thanks for the detailed explanation.

Given that you utilized the deposit money related to the bonus, it is often technically impossible to retroactively credit any bonus in most instances.

Please note that at Casino Guru, we can only intervene in cases where there is clear proof that a bonus was correctly activated according to the casino’s rules and was later unfairly removed, or where valid winnings were withheld. In this situation, such evidence is unfortunately missing.

As no confirmed winnings were confiscated and the bonus was not successfully activated, this matter falls outside the scope of what we can resolve through our complaint process. For these reasons, the complaint will be rejected.

I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible. Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila