The casino won't close my account, after several emails where I asked to close due to gambling addiction problem.

And this is a 9.1 rating mess? Come on, give me a break.

Il casino non chiude il mio account, dopo diverse email dove ho chiesto di chiudere per problema con dipendenza dal gioco d'azzardo.

E questo è un casino da 9.1 come valutazione? Ma fatemi il piacere

Dear Enjoy1984,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RTbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please forward the recent self-exclusion requests you sent to the casino? My email is [email protected]
• Have you contacted live chat after your requests were not followed up upon? With what result?
• Do I understand correctly that you don't have any positive balance currently in the casino?

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

Best regards,

Tomas

I sent the closure requests via email.

I contacted support but they told me to wait for the email response, that I will receive a response shortly, but nothing

I have no balance.

Ho inviato le richieste di chiusura tramite email.

Ho contattato il supporto ma mi hanno detto di attendere la risposta dell email, che riceverò una risposta a breve, ma niente

Non ho saldo.

Thank you very much, Enjoy1984, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Enjoy1984,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RTbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Enjoy1984,

We are sorry to hear about for your experience.  

We would want to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, can you please share the reference number so we can check and help you accordingly. Please also let us know when was the first time you had sent us a closure request email.

Kindly waiting for your update.

Best regards,

RTBet team.

The first email requesting closure was made on March 25th.

I did not receive any confirmation number, but the email arrived, it did not return with the message not delivered, and several times I contacted support to request the closure and they told me to wait for the response via email.

La prima email di richiesta di chiusura è stata fatta il 25 di marzo.

Non ho ricevuto nessun numero di conferma, ma l email è arrivata, non è tornata indietro con il messaggio non consegnata, e piu volte ho contattato il supporto per richiedere la chiusura e mi dissero di attendere la risposta tramite email.

Dear Enjoy1984,

Did you send any more emails after the 25th of March? Did you receive a reply to those emails with reference numbers, if there were any?

Yes, I sent other emails, but I never received a tracking number, nor any response.

To date my game account is still open.

Si, ho inviato altre email, ma non ho mai ricevuto numero di riferimento, ne nessuna risposta.

Ad oggi il mio conto gioco è ancora aperto.

Would you be able to send me a screen recording of you going into the "sent" folder in your emails, so it is clearly visible that the emails were sent correctly? Please send everything to [email protected]

Ok video sent.

Thank you

Ok inviato video.

Grazie

Dear RTbet Casino,

Since we've established the player wishes to be excluded permanently, could you carry out the permanent closure of his account so we can close this complaint as resolved?

my account has been closed

il mio conto è stato chiuso

Thanks for the support and hopefully they don't reopen again

grazie del supporto e speriamo non riaprono piu

Dear Enjoy1984,

We sincerely apologies for your experience.

We can see that your account is closed as per your request and it should not be reopened again.

Our team wishes you all the best for your future activities!

Best regards,

RTBet team.

Dear Enjoy1984,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

www.kpvfaw.com