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Hello,

I wanted to ask if you would consider it appropriate to accept and review my case before submitting a full claim.

A few months ago, I requested RTBet to close/self-exclude my account because I was having problems with gambling. I explicitly told them this and explained that gambling was not good for me.

However, my account was not closed and I was allowed to continue playing.

During this period I did manage to make significant profits, but subsequently, difficulties and delays arose related to collecting them. Furthermore, as I understand their terms and conditions, self-exclusion at that time could affect outstanding funds or winnings, so the situation left me in a position where I continued playing while trying to resolve these issues.

As a result, I continued making deposits and playing to this day. Based solely on the accounts I can show, the total amount deposited during this period is approximately €24,000. However, due to the number of transactions, I do not want to present a definitive figure without first having a full audit of the account history by RTBet.

I have attached two screenshots to initially show the account activity before and after I reported my problem with the game.

Before sending all the documentation and the complete timeline, I would like to know if, based on what you can initially see, you would consider this case suitable for opening a claim and mediating with the casino.

Thank you so much for your help.

Hola,

Quería consultaros si consideraríais adecuado aceptar y revisar mi caso antes de presentar una reclamación completa.

Hace unos meses solicité a RTBet el cierre/autoexclusión de mi cuenta porque tenía problemas con el juego. Se lo comuniqué expresamente y les indiqué que el juego no me hacía bien.

Sin embargo, mi cuenta no fue cerrada y se me permitió continuar jugando.

Durante este periodo llegué a obtener ganancias importantes, pero posteriormente surgieron dificultades y retrasos relacionados con su cobro. Además, según entiendo sus términos y condiciones, una autoexclusión en ese momento podía afectar a fondos o ganancias pendientes, por lo que la situación me dejó en una posición en la que seguí jugando mientras intentaba resolver esos problemas.

Como consecuencia, continué realizando depósitos y jugando hasta la actualidad. Solo según los contadores que puedo mostrar, el importe ingresado durante este periodo asciende aproximadamente a 24.000 €. No obstante, debido a la cantidad de operaciones realizadas, no quiero presentar una cifra definitiva sin disponer primero de una auditoría completa del historial de la cuenta por parte de RTBet.

Adjunto dos capturas para mostrar, de forma inicial, la actividad de la cuenta antes y después de comunicarles mi problema con el juego.

Antes de enviar toda la documentación y la cronología completa, me gustaría saber si, por lo que podéis ver inicialmente, consideraríais este caso apto para abrir una reclamación y mediar con el casino.

Muchas gracias por vuestra ayuda.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with RTbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did you disclose gambling problems, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Hello Attila,

Thank you so much for responding so quickly and for reviewing my case.

Here's a summary of the timeline of events:

November 8, 2024: I requested RTBet to self-exclude my account.

After being asked why, on November 13, 2024, I replied that I was quitting "due to problems." I subsequently received a response from RTBet confirming the account closure and explicitly mentioning a possible gambling addiction, recovery, and support resources.

Later, in November 2025, RTBet contacted me again offering bonuses and promotions. Given this situation, and without having played again, I requested the closure of my account once more.

On November 16, 2025, I requested the closure of my account.

On November 17, 2025, I explicitly explained: "I have problems with gambling and it's not good for me."

On November 18, 2025, I clarified again that it was "a personal problem with gambling" and that it was not a problem related to a specific game.

Despite clearly communicating my gambling problems and requesting the closure of my account again, RTBet did not close or block the account and subsequently allowed me to continue playing and making deposits.

I still have access to my account.

My last deposit was on August 14, 2026.

The attached screenshots show that the amount listed in my account as "Went" changed from €23,686.71 to €47,146.71, a difference of €23,460. Due to the number of transactions, I believe the exact amounts of deposits, withdrawals, and subsequent losses should be confirmed using my complete account history.

I will also email you the original self-exclusion requests and the full communications with RTBet so you can review them.

Thank you again for your help.

Hola Atila,

Muchas gracias por responder tan rápido y por revisar mi caso.

Te resumo la cronología de los hechos:

8 de noviembre de 2024: solicité a RTBet la autoexclusión de mi cuenta.

Tras preguntarme el motivo, el 13 de noviembre de 2024 respondí que lo estaba dejando «por problemas». Posteriormente recibí una respuesta de RTBet confirmando el cierre de la cuenta y hablando expresamente de una posible adicción al juego, recuperación y recursos de ayuda.

Posteriormente, en noviembre de 2025, RTBet volvió a ponerse en contacto conmigo ofreciéndome bonos y promociones. Ante esta situación, y sin haber llegado todavía a jugar de nuevo, volví a solicitar el cierre de mi cuenta.

El 16 de noviembre de 2025 solicité la baja de mi cuenta.

El 17 de noviembre de 2025 expliqué expresamente: «Tengo problemas con el juego y no me hace bien».

El 18 de noviembre de 2025 volví a aclarar que se trataba de «un problema personal con el juego» y que no era un problema relacionado con un juego concreto.

A pesar de comunicar claramente mis problemas con el juego y solicitar nuevamente el cierre de mi cuenta, RTBet no cerró ni bloqueó la cuenta y posteriormente me permitió continuar jugando y realizando depósitos.

Actualmente todavía tengo acceso a mi cuenta.

Mi último depósito fue el 14 de agosto de 2026.

Las capturas que adjunto muestran que el importe indicado en mi cuenta como «Apostado» pasó de 23.686,71 € a 47.146,71 €, una diferencia de 23.460 €. Debido a la cantidad de operaciones realizadas, considero que las cantidades exactas de depósitos, retiradas y pérdidas posteriores deberían ser confirmadas mediante el historial completo de mi cuenta.

Voy a enviarte también por correo electrónico las solicitudes originales de autoexclusión y las comunicaciones completas mantenidas con RTBet para que puedas revisarlas.

Muchas gracias de nuevo por tu ayuda.

Hello Attila,

I wanted to add some important context that I think may help to understand why this situation dragged on and why I continued to have activity on the account after requesting its closure.

Following my application in November 2025, I received several winnings and prizes, the payment of which was delayed, and some of which are still pending. Upon reviewing RTBet's terms and conditions, I understood that self-exclusion or account closure could affect certain outstanding amounts.

For that reason, I found myself in a situation where I was afraid to request another permanent self-exclusion while I was still trying to collect outstanding winnings and prizes.

Meanwhile, RTBet kept my account open and continued to allow me to access, deposit, and play, even though I had already expressly stated that I had a gambling problem and that continuing was not good for me.

I feel it's important to clarify this because it wasn't simply a matter of requesting account closure and then deciding to continue playing. There were significant amounts of money owed, and I was afraid of losing them if I permanently closed the account according to the casino's terms.

Thanks again for reviewing the case.

Hola Atila,

Quería añadir un contexto importante que creo que puede ayudar a entender por qué esta situación se prolongó y por qué continué teniendo actividad en la cuenta después de solicitar su cierre.

Después de mi solicitud de noviembre de 2025, obtuve varias ganancias y premios cuyo pago se fue retrasando y algunos de ellos todavía siguen pendientes de resolución. Al revisar los términos y condiciones de RTBet, entendí que una autoexclusión o el cierre de la cuenta podía afectar a determinadas cantidades pendientes.

Por ese motivo, me encontré en una situación en la que tenía miedo de solicitar nuevamente una autoexclusión definitiva mientras todavía estaba intentando cobrar ganancias y premios pendientes.

Mientras tanto, RTBet mantuvo mi cuenta abierta y continuó permitiéndome acceder, depositar y jugar, a pesar de que ya había comunicado expresamente que tenía problemas con el juego y que no me hacía bien continuar.

Considero importante aclararlo porque no se trata simplemente de que solicitara el cierre y después decidiera continuar jugando sin más. Había cantidades importantes pendientes de pago y temía perderlas si cerraba definitivamente la cuenta conforme a los términos del casino.

Gracias de nuevo por revisar el caso.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you so much for the update and the information about Attila. Of course, I understand the extension and will wait until I can review the case.

I wanted to confirm just one thing regarding the status of my claim, as it currently appears as "Awaiting approval".

Could you please confirm if my claim has already been accepted/approved for processing by Casino Guru, or if it is still pending a decision on its admission?

Thank you again for your attention and for handling the case.

All the best,

Hola,

Muchas gracias por la actualización y por la información sobre Attila. Por supuesto, entiendo la ampliación del plazo y esperaré a que pueda revisar el caso.

Quería confirmar únicamente una cuestión sobre el estado de mi reclamación, ya que actualmente aparece como "A la espera de aprobación".

¿Podrían confirmarme si mi reclamación ya ha sido aceptada/aprobada para su gestión por Casino Guru, o si todavía se encuentra pendiente de una decisión sobre su admisión?

Muchas gracias de nuevo por vuestra atención y por la gestión del caso.

Un saludo,

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, Michal (michal.v@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

Thank you very much, Attila.

I am available to Michal and the Casino Guru team to provide any additional information or documentation they may need.

All the best,

Alexander

Muchas gracias, Attila.

Quedo a disposición de Michal y del equipo de Casino Guru para aportar cualquier información o documentación adicional que necesiten.

Un saludo,

Alejandro

Hello ALEX06062,

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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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

Dear ALEX06062,

Firstly, due to your report, we would like to kindly confirm that your account has been permanently closed.

Moreover, kindly be informed that our team is looking into your missing win and we'll get back to you shortly with a clear update.

Thank you for your cooperation and patience.

Kind Regards,

RTbet Casino Team

Dear RTbet Casino,

Thank you for the reply. We are waiting for your updates.