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Failure of Responsible Gambling Tools and Partial Refund of Deposits after Self-Exclusion Breach – RT Bet

Description of the Problem:

The Core Issue:

I am requesting a full refund of deposits totaling €2,650 made between December 2025 and January 2026. These deposits were allowed due to a catastrophic failure of RT Bet’s responsible gambling and self-exclusion protocols.

Timeline of Events:

1. Original Permanent Closure: On 15 April 2025, I formally requested a permanent account closure and self-exclusion due to a gambling problem. This was acknowledged by the casino.

2. Account Re-opening: Despite this permanent ban, the casino allowed me to bypass their systems, re-open an account, and deposit significant funds between late 2025 and early 2026.

3. Admission of Fault: After I raised this breach, RT Bet admitted their "Duty of Care" failure. They have already issued a partial refund of €10,000.

4. The Outstanding Balance: While they refunded the bulk of the deposits, they are currently withholding the remaining €2,650.

The Dispute:

By refunding the €10,000, RT Bet has legally and formally admitted that a breach occurred. There is no regulatory or ethical basis for a "partial" refund of deposits made during a period of failed self-exclusion. If the system failed, all deposits made during that failure must be returned to the player.

Current Status:

I have attempted to resolve this internally for weeks. Support repeatedly tells me the case is with the "appropriate department," but I have received no further communication or the remaining funds.

Desired Outcome:

I am seeking the immediate refund of the remaining €2,650 to my original payment method.

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Stay safe.

Dear player, 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.

• Has the casino indicated the reason they are unwilling to refund the rest of your deposits?
• Could you please share your original self-exclusion request along with any relevant communication with the casino? 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

Hi Attila,

RT bet said it was my fault and was not due a refund under their terms and conditions.

They refund me €10,000 as an act of good will if I took down the negative review on trust pilot.

I did so but told them I still wanted a full refund. They have only contacted me since to tell me the issue has been resolved and nothing since.

Email sent to You.

Thanks

[Redacted]

All good - RT bet have now completed a full refund. Thanks

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

Dear PaulM,

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,

Attila