RTbet Casino - Das Spielerkonto wurde geschlossen und die Zahlung verzögert sich.

Good morning

RTbet.com casino is part of the rabidi NV group (Rabona, Posido, Malina, Robocat). They have already closed the account without any reason and then asked for details to send the balance of 28,000 CZK. I sent my bank details and no response. A week ago I received an email asking if I had received the money. Nothing has come yet. It has been more than 14 days.

I would like to file a complaint and request an urgent payment. From experience, I know that it works through you.

Thank you very much

Dobrý den

Kasino RTbet.com spadá pod skupinu rabidi NV.( Rabona, Posido, Malina, Robocat). Účet již uzavřeli bez důvodu a následně žádali o údaje k zaslání zůstatku na účtu 28.000 Kč. Poslala jsem bankovní údaje a žádná reakce. Před týdnem mi přišel Email jestli jsem už obdržela peníze. Zatím nic nepřišlo. Je to více jak 14 dní.

Ráda bych podala stížnost a urgenci o vyplacení částky. Ze zkušeností vím že to přes Vás funguje

Děkuji moc

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. Please allow me to ask you a few questions to clarify your situation.

What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?

When was the last time the casino communicated with you regarding the refund of your balance?

Have you passed the full KYC verification at this casino before?

What payment method did you select for processing the refund?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I played games without a bonus...withdrawing money cannot affect the type of games without a bonus...for withdrawal the casino asked for payment details...I provided Revolut bank details...now I'm waiting

Hrála jsem hry bez bonusu...vyplacení peněz nemůže mít vliv na typ her bez bonusu....pro výběr kasino žádalo platební údaje...poskytla jsem údaje revolut banky...nyní čekám

Please forward me all the communication between you and RTbet Casino regarding the payment of your balance at veronika.f@casino.guru. Thank you for your cooperation.

Sent

Odesláno

So should I still write to them? ....it's been over a month...thanks for the reply

Mám jim tedy ještě napsat? ....už je to déle než měsíc...dekuji za odpověď

Dear Marcela7

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, Martina (martina.b@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,

Veronika Fritz

Dear Marcela7,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite SlotsPalace Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has not been closed and her balance not received just yet?

Thank you in advance for providing the information.

Dear Marcela7,

Thank you for bringing this to our attention.

We would like to inform you that the manual payout of the balance has now been initiated to the bank details you previously provided. The transaction is expected to be completed today; however, depending on your bank’s processing times, it may still take a few additional business days for the funds to appear in your account.

We appreciate your patience so far.

Regarding the account closure, please note that it remains closed based on an administrative decision.

As stated in our Terms and Conditions, section 3.9: "We reserve the right to refuse to open an account, or close an existing account without prior notice or justification."

Thank you for your understanding.

Kind Regards,

RTbet Casino Team

A withdrawal request has been created...I will inform you when the money arrives.

Uz se vytvořila zadost o výběr...budu informovat až dorazí peníze

Dear Marcela7,

We are sorry for the inconvenience caused. Unfortunately, it appears that the withdrawal could not be completed using the previously available payment method. We kindly ask you to reply to the email we have sent, where we requested the necessary details for processing your payout through an alternative method.

Thank you for your cooperation.

Kind Regards,

RTbet Casino Team

Payment details sent 17.11

Platební údaje odeslány 17.11

Dear Marcela7,

thank you for keeping me informed!

Hopefully, at this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marcela7,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina