RTbet Casino - Zahtev za zatvaranje naloga igrača se ignoriše.

I would like to submit a complaint about RTBet about their unprofessional practices. I have been attempting to close my account with them since December because I felt I was losing to much money and their small withdrawal limits made it challenging to make any withdrawals when you do win but almost all of my inquiries have been ignored. My first attempt in December I received an email back about why I wanted it closed. I just replied that I wanted it closed, instead I was upgraded to VIP. I sent another email January 17 to close my account and got no answer. I resent the same email 6 times on January 30 trying to be to get their attention so that I could get my account closed and still received no answer until February 7 when I was offered $500 to stay which I unfortunately took and made a complaint about their withdrawal size. On February 10 I again asked to have my account closed stating that I was losing to much money and no longer wanted to play. I received no answer other than cash gifts to keep me playing. I sent another email March 23 asking to close my account. I got a reply asking why and I stated that I was losing to much money and wanted to stop playing, again I have received no response. I have now spent around $61000 and have listed my claim amount as double that in hopes of finally getting their attention to close my account. I know I won’t be receiving that amount back but I believe something needs to be done about the fact that I have repeatedly asked to have my account closed only to be ignored or offered cash. I have been unable to find out which gaming commission provides their licence to operate to make a complaint with as I believe this whole situation has been handled poorly. I have screenshots of all communication between myself and RTBet but it is not allowing me to attach them below is their an email I can forward the screenshots to?

Dear Rd1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RTbet Casino. I adjusted the disputed amount of the complaint to the amount you wish to have refunded. I apologize for the inconvenience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion does represent player protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• Would you be so kind as to forward me the account closure requests that you sent to the casino you refer to in your post? My email address is tomas@casino.guru
• Could you please clarify whether you informed the casino at any point that you are struggling with gambling problems or you struggle to control your gambling?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas

I have emailed you a copy of all the communication between myself and RTBet. I did communicate to them that I wanted the account closed because I felt like I was losing to much money but I did not specifically use the term self exclusion.

Thanks for your reply.

I went over the communication you provided.

From what we can see, you never explicitly mentioned a gambling problem in your requests. This might have led the casino to treat your self-exclusion request as less urgent or not requiring immediate action. Unfortunately based on the provided information, we don't think you expressed the need to be protected from further play.

The approach of online casinos to players who express that they are experiencing gambling problems should be different. Unfortunately, from the evidence you provided we might not assist you with requesting a refund.

• Could you please confirm whether the casino closed your account?
• Is there any further communication where you expressed your need to be protected from further play from the casino?

If your account in the casino is not yet closed, I would recommend you request a self-exclusion due to gambling problems.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RTBet Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to your VIP manager and a separate email to support@rtbet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thanks in advance for your reply.

Hi Tomas

Thank you for getting back to me. First of all I just wanted to confirm that everything had come through in my email, I believe I had it sorted as 4 pdf files and the last communication between RTBet and I was a screenshot from my phone. While I agree that I did not use the correct terminology to state my problem I did state multiple times that I would like the account closed due to the fact that I was losing to much money and in my opinion it wasn’t that my requests were deemed less urgent or not requiring immediate attention they have been ignored all together. I have never received any reply to an email in which I stated that I was losing too much money and would like the account closed.

As of today my RTBet account remains open.

I have not attempted to contact them again, you have copies of all communication between RTbet and I.

I have taken your advice and sent separate emails to support and VIP and I have copied you on the email that was sent to support.

Thank you for your assistance

Rob

Thanks for your reply.

Did the casino close your account, since your request was made on April 3rd?

Please let me know.

I have received no reply to the email sent to support or to VIP.

I have just received a reply offering me a $100 loyalty gift or to close the account. I replied that I would like it closed and self excluded permanently. I will forward the exchange to you

Thank you very much, Rd1988, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Rd1988,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RTbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Thank you for your assistance Michal, if there is anything else you need from me just let me know.

Hello Michal, just wanted to inform you that I have copied you on the latest interaction between myself and RTBet support.

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.

Dear Rd1988,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

RTBet team.

Dear RTbet Casino,

We will be waiting for your updates.

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.

Dear Rd1988,

We are sorry to hear about for your experience.  

Kindly be informed that request for self exclusion is not sufficient enough for the gaming account to be closed immediately. Also there is no Responsible Gambling issue mentioned on your side.

The first time you informed us that you were suffering from Gambling addiction on April 17th, 2025, we closed your account and sent a confirmation via email on April 19th, 2025. And there were no deposits attempted within this time frame.

Therefore, all Responsible Gambling procedure were followed correctly by us.

We would also like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.      

Therefore, according to the aforementioned article, there is no refund available for your account.

Should you require any additional assistance, please do not hesitate to reach out to our team.

Kind regards,

RTBet team.

Dear Rd1988,

Can you comment on the casino's statement?

I would disagree with everything they said.

February 10 2025 I asked for my account to be closed as I felt I was losing too much money. This request was ignored and the only correspondence I received from RT Bet was more bonus offers.

March 23 2025 I asked to close my account and receive an email, request is completely ignored until April 9 when I receive a cash offer to continue playing, again I ask for account closure and permanent self exclusion, my request is ignored.

April 3 2025 not April 17 I request self exclusion using a template provided by casino guru, the account is not closed until April 19 2025.

I would like to know what is considered "sufficient" enough to warrant closing an account immediately.

Michal I will be providing copies for you of all correspondence between myself and RTBet.

Dear RTbet Casino,

Do I understand correctly that you claim you have not received the email from the 3rd of April, where the player claims they have a gambling problem, since you mentioned that the first mention of a gambling problem was sent to you on the 17th of April?

Hello Michal,

Yes! That is correct. We have sent an evidence via email to you.

We will wait for an update.

Kind regards,

RTBet team.

I would also like to see this evidence as a have copies of everything I have ever sent to RTBet and have forwarded them to Michal.

Dear RTbet Casino,

After carefully going through all the evidence, everything points to the fact that the player had indeed sent an email on the 3rd of April, due to the fact that my colleague Tomas was CC'd in this email, and he received it on the 3rd of April. He also received an automated follow-up from your system, which came only on the 17th of April. This leads me to believe that there had to be some kind of technical problem that led to the email being delivered 2 weeks later.

Can you tell me if the player had made any deposits after the 3rd of April? If so, when exactly?

Hello Michal,

We have shared evidence to you via email showing there is no deposit transaction attempted after 3rd April, 2025.

We will wait for your update.

Kind regards,

RTBet team.

Dear Rd1988,

The evidence I was able to review shows that there were no deposits made from the 3rd of April. Can you confirm this information?

Yes that is correct

Dear Rd1988,

Unfortunately, I have to inform you that I will not be able to help you in this case. Since you have sent a properly formatted self-exclusion request with the mention of a gambling problem on the 3rd of April, and there were no deposits made since this date until the closure of your account, there is no refund to be contested in this case.

I also have to mention that account closure after 2 weeks since the initial self-exclusion request is not considered sufficient by us. I would strongly advise the casino to improve the process, even though the prolonged timeframe in this case could be a result of a technical glitch or any other technical problem.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.