RTbet Casino - Der Spieler kann sein Konto nach der Einzahlung nicht nutzen.

Hello,

On August 4th, I made a deposit of €200, and whenever I try to place a bet, I get an error message. The same happens in the casino.

Support always responds with the same advice: clear the cache or try in incognito mode. I've already tried both.

I also can't make a withdrawal because the money needs to be wagered.

Can you help me, please?

Hallo,

Habe am 4.08 eine Einzahlung von 200€ gemacht und kriege wenn ich eine wette platzieren möchte eine Fehlermeldung und beim Casino auch.

Der Support antwortet nur immer das Selbe Cache leeren oder im Inkognito Modus versuchen. Alles schon versucht.

Auszahlung kann ich auch nicht machen weil man dad Geld umsetzten muss.

Könnt ihr vielleicht helfen?

Dear basti85265,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

In one of the screenshots you sent us, the notification warns you that you have been excluded. Have you requested to be self-excluded from this particular casino or from any other casinos before?

Have you set any responsible gaming limits in this casino, e.g. deposit limit, wager limit, time limit, etc.?

Has the casino customer support given you any explanation for your inability to deposit into your account, or have you received only the suggestions to clear your cache and cookies?

Could you please confirm if you passed the full KYC verification?

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

No, I have not requested self-exclusion. No limits. I could deposit but never place a bet. And they never asked for verification.

Edit: the money has now been paid out by the casino!

Nein habe kein selbauschluss beantragt. Keine Limits . Ich könnte einzahlen aber nie eine Wette platzieren. Und die haben nie nach Verifizierung gefragt.

Edit: das Geld wurde jetzt vom Casino in auszahlung gegeben!

I'm glad to hear that your money has been paid out. Please let me know if there is anything else I can assist you with, or if this complaint might be closed. Thank you for your cooperation.

Dear basti85265,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.