RTbet Casino - Das Spielerkonto wurde nach der Einzahlung geschlossen.

Three days ago, I deposited 20 euros but was never able to play because it kept showing errors. I chatted with their support and they kept telling me to clear my cookies. I did that, but it still didn't work. Now the real kicker is that they've closed my account, claiming I have a duplicate account. My question now is, how do I get my money back?

Habe vor 3 Tagen 20 Euro eingezahlt konnte nie spielen zeigte immer Fehler an hatte dann mit denen gechattet die sagten mir immer ich sollte die cookies löschen habe ich getan aber es funktionierte immer noch nicht jetzt kommt der knall jetzt haben die mein Konto geschlossen da ich angeblich ein Duplikat Konto habe. Jetzt meine Frage wie bekomme ich mein Geld zurück

Dear Maus19671,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Was it your very first deposit in this casino?
• Was your account previously verified?

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

Best regards,

Petronela

No, I have already paid several times

Account has been verified

Nein ich habe schon mehrmals eingezahlt

Konto wurde verifiziert

I once had an account with them but I canceled it and then I registered again with a different email address

Ich hatte mal Konto bei den aber ich hatte es wieder gekündigt und dann habe ich mit einer anderen Email Adresse mich angemeldet neu

Account was verified but without ID

Konto wurde Verifiziert aber ohne Ausweis

Hi Maus19671,

I'm sorry, but if you knowingly opened another account with the casino, it will be very difficult to assist you.

• Could you please let me know the reason for closing your first account?
• Was it your decision, or was it blocked by the casino?
• Did you explore the option of reopening your old account before registering a new one?

Thank you.

I closed the account because I was angry that nothing had happened; the account was properly deleted.

It was my decision. No, I didn't check it, I could register again with a different email address because they should have seen that I already had an account, everything was strange

Konto Schließung habe ich gemacht weil ich sauer war weil da nichts kam das Konto wurde ordentlich gelöscht.

Es war meine Entscheidung.Nein habe es nicht geprüft konnte mich mit einer anderen Email neu anmelden da hätten die schon sehen müssen das schon ein Konto hatte alles merkwürdig

Hi Maus19671,

If you knowingly opened another account without checking with the casino, it's understandable that your newly opened account was blocked. However, you mentioned that you previously deposited and withdrew money from this duplicate account. While it makes sense for the casino to keep the new account blocked, the deposited funds should be returned to you.

• Is it correct that €20 is still being withheld by the casino?

Thank you.

Yes, that's right, I'm getting another 20 euros from them. They wanted to send me an email but nothing has arrived to date when they need my data

Ja das ist richtig ich bekomme von den noch 20Euro. Die wollten mir eine Mail schicken aber bis heute ist nichts angekommen wenn sie meine Daten brauchen

Will I get my money back? They don't respond

Werde ich mein Geld zurück bekommen? Die melden sich nicht

Thank you very much, Maus19671, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Do I have a chance to get my 20 euros back

Habe ich denn eine Chance meine 20 Euro wieder zu bekommen

I spoke to the casino again and they want to refund my 20 euros

Habe mit dem Casino noch mal gesprochen die wollen mir meine 20 Euro zurück erstatten

Hello we can close the case I got my 20 euros from the casino mfg K******r Petra

Hallo wir können den Fall schließen habe meine 20 Euro vom Casino bekommen mfg K******r Petra

Hello,

Great news, Maus19671! (I am sorry for the delay)

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru