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