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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