RakeBit Casino - Player's account has been closed without explanation.

This is my second attempt to submit this complaint to Casino Guru. My first complaint was rejected because I mentioned sports betting and I was told that Casino Guru only handles casino-related.

complaints. However, I want to make it absolutely clear that I played both sports betting AND casino games at Rakebit, and in fact a significant part of my activity was in the casino.

I did not explain this properly in my first complaint. Shortly after opening my account, Rakebit restricted me from placing sports bets, but I was still allowed to play casino games. I had an initial rollover requirement that I needed to complete before I could request a withdrawal, so after being restricted from sports betting, I continued playing casino games specifically to complete that rollover. I therefore played a considerable amount in the casino before I was finally able to request my withdrawal. For this reason, I believe this complaint clearly involves casino activity and I kindly ask Casino Guru to review it again.

Once I completed the rollover, I requested a cryptocurrency withdrawal. I contacted Rakebit's live chat about the withdrawal and they told me that everything was OK and that I should receive the funds shortly.

More than 24 hours passed and I received nothing. Then, without warning, my account was completely blocked and I could no longer log in.

After that, Rakebit sent me an email saying that my account had been closed for allegedly violating their anti-fraud rules and that all payouts had been suspended.

The problem is that they have never told me what I supposedly did wrong.

Their email simply lists a number of completely different possible violations: collusion, unfair strategies, fraud against the casino or payment providers, chargebacks, third-party software, multiple accounts, cheating, etc. They do not say which one supposedly applies to me and they have provided no specific explanation or evidence.

I contacted them asking a very simple question: What exactly did I do? Which specific rule did I violate?

Their answer was again completely generic. They simply repeated that I had violated their Terms & Conditions, that the decision was final and that they would not provide any further explanation.

This means that Rakebit has closed my account and is withholding both my deposited money and my remaining winnings, despite refusing to tell me specifically what I supposedly did to justify such a serious measure.

I completely dispute their allegation. If they genuinely believe I committed fraud or violated a specific rule, I believe they should at least be able to tell Casino Guru what the alleged violation was and provide evidence supporting their decision.

That is why I am asking Casino Guru to please mediate in this case and contact Rakebit directly. I am completely willing to provide any documents, emails, screenshots or information necessary and to cooperate fully with the investigation.

I am not asking Casino Guru to simply take my word for it. I am asking you to request the actual evidence from Rakebit and determine whether confiscating my entire balance is justified.

And again, I want to emphasise that this complaint does concern casino gambling. I played casino games at Rakebit, particularly after my sports betting was restricted, and I had to continue playing in the casino to complete the required rollover before I was allowed to request my withdrawal. I simply failed to explain that part clearly in my first submission.

I hope Casino Guru can reconsider the rejection of my previous complaint, investigate what happened and help mediate so that, if Rakebit cannot demonstrate a legitimate reason for confiscating my funds, I can finally withdraw the money that belongs to me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

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,

Attila

Did you pass the verification process before losing access to your account?

At no point did they ask me to complete KYC (Know Your Customer) despite my repeated requests. I have nothing to hide. They stole my money without asking for KYC or giving me the option to do it voluntarily.

Did you accumulate your earnings with or without an active bonus?

No bonus

Could you please forward your communication with the casino regarding this matter? You can contact me by email at attila.g@casino.guru Or you can post screenshots here.

Done. Sent.

hi, any updates?

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear ventejulito9,

I sincerely empathize with you regarding the unfortunate blocking of your account. Please be assured that I will promptly reach out to the casino in an effort to resolve this matter as swiftly as possible.

I would also like to encourage a representative from RakeBit Casino to join our discussion to aid in addressing this complaint. Dear RakeBit Casino, could you kindly clarify the reasons behind the player's account blockage? Additionally, we would greatly appreciate if you could provide any supporting evidence related to this situation. Feel free to include your statement and any evidence here or send it directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance in this matter.

Kind regards,

Jana

It's not just the account being blocked, it's mainly that they've stolen all the money I had!

Dear Jana,

We would like to clarify that we never block accounts or confiscate funds without a valid reason.

Such actions are only taken when a player violates our Terms and Conditions, which they agreed to upon registration.

We have sent all the relevant evidence and details to your email. Please review the information provided.

Thanks for your cooperation.

Dear ventejulito9,

After carefully reviewing the evidence provided by the casino, it appears that there has been a violation of the casino's terms and conditions regarding your complaint. Regrettably, I must inform you that I will be unable to approve your request at this time. Should you have any concerns or require assistance in the future, please do not hesitate to reach out to us.

Kind regards,

Jana