RakeBit Casino - Player’s account closure request is delayed.

I am submitting this complaint because the casino has failed to process my request to permanently close my account.

On 5 July 2026, I requested permanent account closure. My request was clear and repeated several times. I explicitly stated that I did not want a cooldown period, temporary self-exclusion, or any other alternative. Despite this, support repeatedly sent retention messages instead of processing my request.

Eventually, support confirmed that my request had been forwarded to the relevant department and informed me that processing would take up to 48 hours.

More than 4 days have now passed, and I have still not received confirmation that my account has been permanently closed. My request remains unresolved despite multiple follow-up emails.

I consider this unacceptable. A customer should not have to repeatedly request account closure or wait beyond the company's stated processing time. I respectfully ask for assistance in ensuring that the casino permanently closes my account without any further delay.

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Dear peter999,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

OK WILL DO THANKS

Thank you for your email.

Please note that we are able to assist only players who request account closure due to gambling addiction or gambling-related harm. If you simply wish to stop playing at this casino because you are dissatisfied with its services, you can stop using the casino website. In most cases, inactive accounts are eventually closed in accordance with the casino's policy.

When requesting self-exclusion, it is important to clearly state that the reason for your request is gambling addiction or gambling-related harm and to specify the exact duration of the self-exclusion. Make sure the subject line of your email is clear and easy to identify. Casino support teams often receive a high volume of emails every day, so a well-labeled subject line can help ensure that your request is noticed and processed more efficiently.

Additionally, I strongly recommend that you always keep a copy of your self-exclusion request, whether it is a sent email, a live chat transcript, or screenshots of your conversation with customer support. Having clear evidence of your request can be extremely helpful in the event of any future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player information:

• First name:
• Last name:
• Date of birth:
• Casino username:
• Email address:

Email:

Greetings, RakeBit Casino,

I am writing to request the immediate self-exclusion of my account for a minimum period of [insert duration, e.g. five years or permanently]. I also request that I no longer receive any gambling-related marketing communications.

The reason for my request is gambling addiction.

I understand that my self-exclusion cannot be revoked before the end of the agreed exclusion period and that I will not be permitted to access my account during that time.

Kindly confirm once my self-exclusion has been applied.

Thank you.

Please send this email to RakeBit Casino, copy me at veronika.f@casino.guru, and keep me informed of any further developments. Thank you in advance.

Dear peter999,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru