RTbet Casino - Igrački račun nije zatvoren uprkos višestrukim zahtevima.

I am submitting this complaint regarding RT Bet’s serious failure to uphold responsible gambling obligations and their own stated policies.

On March 30th, I explicitly informed RT Bet that I suffer from a severe gambling addiction and requested the immediate and permanent closure of my account for my own protection. This was not a casual request, it was a clear disclosure of a vulnerability that should have triggered urgent action under any responsible gambling framework.

Instead of acting promptly, RT Bet responded by asking me to confirm the closure. I confirmed clearly and unequivocally that I wanted my account permanently closed due to my addiction.

Shockingly, they then asked me to confirm again, which I did for a second time.

At this point, there had been multiple explicit confirmations from a self-identified problem gambler requesting permanent closure. RT Bet had more than sufficient notice and obligation to act immediately.

However, instead of closing my account, they continued engaging with me and even went as far as sending me promotional communication encouraging me to reclaim cashback. This is completely unacceptable. Sending incentives to a user who has repeatedly disclosed a gambling addiction and requested permanent closure is not only irresponsible it is predatory, and of course due to the fact that I am

struggling with a severe addiction, I fell for these predatory tactics and lost 4000$ a couple days later.

Because they failed to act when they should have, I was allowed, and effectively encouraged to continue gambling, resulting in further financial loss and harm. This situation was entirely preventable had RT Bet followed basic responsible gambling protocols.

To summarize the key failures:

I disclosed a severe gambling addiction clearly and directly.

I requested permanent account closure multiple times.

I confirmed closure requests more than once when prompted.

RT Bet failed to act in a timely manner.

They continued to send promotional incentives after my disclosure.

Their actions directly contributed to further losses.

RT Bet’s behavior represents a clear violation of responsible gambling standards and a failure to protect a vulnerable user.

At minimum, once a player discloses a gambling addiction and requests account closure, the account should be immediately and irrevocably closed without delay or further engagement.

I am requesting:

A full investigation into RT Bet’s handling of my account.

Accountability for their failure to enforce responsible gambling protections.

Consideration of compensation/refund for losses incurred after my initial closure request.

Measures to ensure this does not happen to other vulnerable players.

This situation demonstrates a concerning disregard for player safety and responsible gambling obligations. I hope Casino Guru takes this matter seriously and holds RT Bet accountable.

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 this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@rtbet.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Additionally, do you currently still have access to your account?

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,

Attila

Hi Attila, I used this email to sign up to the casino and used this same email to request account closure due to my addiction.

the casino never asks me for KYC documents despite processing my

withdrawals.

i don’t have access to my account ever since reaching out to the casino to reach a settlement due to the fact that they confirmed by email they received my self exclusion request due to my problem gambling, but failed to act, even after asking me to confirm my account closure 2+ times which I did.

the casino reached out and said my account was closed and my request was forwarded to the appropriate department, I then replied to them and gave them 7 days to give me a response before I take this public. They failed to respond within 7 days so I opened a complaint here.

I have proof of my self exclusion request specifically mentioning I am a serious gambling addict in recovery. They confirmed the reception of those emails and decided to not act; instead send me cashback promos by text.

please let me know if you need any other information

I am responding to extend the time as this issue has not been resolved, extremely dissapointed in this casino as I would have never found out about it if it weren’t for casino guru rating it so highly as a safe casino, and was fully taken advantage of.

I will also attach photos of my attempt to get my account closed, where I reiterated my confirmation due to addiction, and no action was taken. Instead they started texting my personal number to receive my cashback right after this

Dear Jack9211,

Thank you very much for your response and for the provided evidence.

Could you please confirm when exactly did the casino close your account?

If possible, could you please forward the receipts of your deposits made between your self-exclusion request and the closure of your account? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

Thank you in advance for your reply.

The account was only closed later on April 5th, and this happened after I escalated the situation by requesting a refund for deposits made following my self-disclosure, and by mentioning that I would file a formal complaint on Casino Guru.

In other words, the closure did not occur as a proactive responsible gambling measure when I first asked for help. It only happened after I took further action and applied pressure regarding a complaint and refund.

This is why I believe the casino failed to act in accordance with responsible gambling obligations.

i sent you an email with all deposits that occurred after March 31st

Hi Atilla, I have sent you an email with an update

Dear Jack9211,

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, Matej (matej.l@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,

Attila

Hello Jack9211, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of RTbet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.