RakeBit Casino - Player's account has been self-excluded too late.

Casino Name: Rakebit Casino User Account ID / Email: [hidden by Casino Guru] Disputed Amount: [20000] Complaint Category: Responsible Gambling / Failure to Honor Self-Exclusion / Refusal of Refund

Detailed Description of the Issue:

I am filing this formal complaint against Rakebit Casino due to a severe breach of Responsible Gambling procedures, failure to honor an immediate self-exclusion request, and predatory player retention tactics that resulted in significant financial loss.

Timeline of Events:

July 15, 2026

Initial Request & Disclosure of Gambling Problem: I contacted Rakebit customer support to request permanent account deactivation and self-exclusion. During our communications, I explicitly disclosed that I was dealing with a gambling issue and could not control my spending (stating "gambling issue can't control spending" and requesting permanent closure).

Refusal / Unsolicited Retention Efforts: Instead of immediately closing my account and disabling deposit capabilities as required by standard Responsible Gaming protocols, Rakebits VIP Manager (Rachel) delayed the deactivation process. She reached out offering a "1-week cooling-off period" and urged me to reconsider so I would not lose my VIP perks/status.

Continued Operations & Preventable Losses: Because Rakebit failed to execute my self-exclusion request upon notice, my account remained active. Between July 15, 2026, and the date my account was finally closed, I deposited and lost [Insert Total Amount Lost] that should never have been accepted by the casino.

Internal Escalation & Refusal of Refund: When I requested a refund for all deposits accepted after my initial July 15 self-exclusion request, Rakebit customer support and VIP management repeatedly denied my request using canned responses, claiming that all funds were "utilized during gameplay" in accordance with internal policy.

Grounds for Complaint

Under standard online gambling regulations and international Responsible Gaming mandates:

An operator is required to immediately disable account access and prevent further deposits the moment a player requests self-exclusion or discloses a gambling control issue.

Offering promotions, "cooling-off" delays, or encouragement to stay after a disclosure of gambling harm is predatory behavior.

Deposits accepted after a valid self-exclusion request constitute improperly accepted funds due to the operator's operational failure and failure in duty of care.

Desired Outcome

Full Refund: A complete reimbursement of all deposits made to Rakebit Casino from July 15, 2026, to the date of final account closure, totaling [Insert Total Amount].

Permanent Exclusion Confirmation: Formal record that the account remains permanently closed.

I have timestamped email transcripts showing my explicit requests, the VIP manager’s retention responses, and my complete deposit history available to provide to the Casino Guru mediation team.

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Hello,

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

• Could you please forward me the full, uncropped, original email conversations between you and the casino customer support regarding your request to self-exclude? My email address is veronika.f@casino.guru. Please send the original emails rather than screenshots.
• When exactly did the casino close your account?
• When exactly did you make the deposits you would like to have refunded?

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

Hello Veronika,

Sincerely appreciate your help here.

I forwarded you the entire email threads with Rakebit support from July 11 (of which no one responded) and then the thread from July 15 where support refused to respect my request multiple times until stating they have deactivated on August 4th).

Casino closed account on August 4th.

I made deposits nearly every single day from July 15th to July 31st.

Please let me know if you’ve received the email threads and any other information you need.

Thank you.

I have received only two emails from you so far. One is your account closure request from July 11, and the other is the email from your VIP manager informing you that your lost deposits would not be refunded. Both emails were sent to me on August 12.

Please note that, in order to properly investigate your complaint, I need the complete email threads that you attached as incomplete screenshots to your original complaint.

Please forward all correspondence with the casino’s customer support regarding your self-exclusion requests, including any responses from the casino and any communication in which they attempted to persuade you to remain a customer by offering you bonuses or other incentives.

Kindly forward the complete, original email threads rather than cropped screenshots, if possible. This will allow me to accurately assess the timeline and the casino’s responses to your requests.

Thank you for your cooperation.

I have just forwarded you all emails, sorry I thought the whole thread was sent.

original request to close account July 11th.

Please let me know if you received.

they emailed me today stating they would only refund losses in period of $300.

not the deposits I made since initially requesting to close.

Dear ChicagDog1996

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, Martin (martin.l@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,

Veronika

Hello ChicagDog1996,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the RakeBit Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and offer your thoughts?

At this point, the matter seems quite clear to us. The user has been continuously trying to close his account since at least 11th of July.

Please provide us with the player's full transaction history, so we may determine refundable amount.

In case there is any further information relevant to this case, please share it here or via martin.l@casino.guru, ideally along the transaction history.

Hello,

We are truly sorry that this situation occurred and that the player had a negative experience with our service.

We would like to confirm that we are willing to refund the player a total of €349,82.

This amount represents the funds deposited by the player from the date they contacted us regarding the account restriction until the date the account was closed.

Martin, we have provided the relevant transaction evidence directly to you by email. Please kindly check your inbox and review the provided records, which contain the details of the transactions and the applicable period.

ChicagDog1996, we also contacted you directly by email on the 18th to confirm and arrange the €350 refund, but we have not received a response yet.

We remain ready to proceed with the refund and hope to resolve this matter as soon as possible.

Dear casino representative,

thank you very much for providing us with your point of view and records of the player's activity.

Dear ChicagDog1996,

the casino has offered to refund €350, calculated as €19,197.63 in deposits minus €18,847.81 in withdrawals during the relevant period.

In responsible-gambling complaints, the refundable amount is based on the player’s net loss, not the total deposited amount without accounting for withdrawals. The casino’s calculation already covers the entire period from 15th July until the account closure and therefore does not appear lower than the amount supported by our framework. I understand you have first requested closure on 11th of July and confirmed it on 13th of July, but considering the timeframes necessary to apply your request, we believe a calculation from 15th onwards seems plausible.

Could you please confirm whether you accept the €350 refund so that the casino can proceed? If you believe the transaction totals are incorrect, please let us know.

Dear Martin and RakeBit Team,

Thank you for reviewing the case. However, I cannot accept the $350 offer because RakeBit's calculations arbitrarily start on July 15th, completely ignoring my initial, explicit requests for account closure due to responsible gambling.

Here is the actual timeline of events:

Early July (In-App Support): Prior to emailing, I repeatedly attempted to close my account via RakeBit's in-app live support tool, where I was given the runaround and ignored.

July 11th, 6:26 PM UTC (Explicit Written Email Request): After being blocked by live support, I directly emailed the support team and VIP Manager stating clearly: "Please permanently deactivate my account, responsible gaming: Do not attempt to convince me to keep open. I need help and cannot continue, close account."

July 15: casino emailed back, I immediately Re-confirmed my closure request.

Under standard Responsible Gambling standards, an explicit self-exclusion request indicating a gambling problem requires immediate, zero-tolerance account freezing. Allowing a player to continue depositing and wagering for 4 days after an explicit request under the guise of "administrative processing timeframes""violates fundamental player protection policies.

Why the $350 Calculation is Flawed

RakeBit calculated their refund starting from July 15th, excluding all deposits, play, and net losses that occurred between July 11th and July 15th.

Action Required:

To properly resolve this matter, RakeBit must calculate and provide the exact net loss (Total Deposits minus Total Withdrawals) starting from July 11th, 2026 (the exact date and time of my written responsible gambling notice) through to the date the account was finally closed.

I request that Martin/Casino Guru ask RakeBit to submit the itemized ledger starting specifically from July 11th, as that is the true date liability began. Once the net loss calculation reflects July 11th onward, I will gladly review the updated resolution.

Best regards, ChicagDog1996

Dear ChicagDog1996,

Thank you for the clarification.

I acknowledge that your first documented email was sent on 11 July. However, we simply cannot consider all gambling activity immediately following a self-exclusion request automatically refundable, as casinos must be allowed a reasonable time to receive and process such requests.

Nevertheless, you have now mentioned earlier responsible-gambling requests submitted through the casino’s in-app support. Are you able to provide complete screenshots or transcripts showing their dates and exact wording? If these messages clearly disclosed your gambling problem before 11 July, they may affect the relevant period.

Dear Martin,

Thank you for confirming that prior responsible-gambling requests alter the relevant refund timeframe.

Regarding your request for screenshots or chat transcripts: because RakeBit fully blocked and closed my account, I am completely locked out of the platform and cannot access the in-app live chat history, ticket logs, or session transcripts.

I attempted to deactivate my account multiple times through live chat prior to July 11th. Every live chat interaction generates an internal ticket ID and transcript in the operator's backend system (such as Intercom, LiveChat, or HelpDesk). The reason I sent the July 11th email was specifically because live support was giving me the runaround and failing to process my requests on-site.

Under standard responsible gaming mediation practices, when a casino blocks a player's access, the burden of proof shifts to the operator to provide complete data transparency.

I kindly ask that Casino Guru request RakeBit to submit:

1. The complete history of all live chat logs and support tickets associated with my account prior to July 11th.

2. The full transcript and timestamps for every interaction where account deactivation or responsible gambling was mentioned.

RakeBit holds the complete backend logs for my account. Requiring a locked-out player to provide screenshots of an inaccessible system allows operators to evade responsibility simply by shutting off portal access.

Once RakeBit provides these backend support logs, it will clearly show that my requests began well before July 11th.

Best regards,

ChicagDog1996

Dear ChicagDog1996,

thank you for your message.

Dear casino representative,

The player claims that he contacted live support several times before 11 July but can no longer access these conversations because his account has been closed.

To conclude the case, could you provide the available live-chat or support-ticket history associated with his account for the period before 15 July, including the dates and content of the interactions?

The records may be sent privately to me at martin.l@casino.guru.

Hello!

We have sent the complete chat history, along with additional relevant information and supporting evidence, to your email.

We hope the additional information will help clarify the timeline and circumstances of the case.

Dear casino representative,

Thank you for providing the requested records.

Having reviewed them, we consider the player’s communications a sufficient responsible-gambling request. He repeatedly requested permanent deactivation, and while he did not explicitly mention gambling issues or addiction, he explicitly referred to responsible gaming on multiple occasions. Proposing a temporary break instead of applying the requested permanent restriction was therefore not an appropriate response.

Nevertheless, the records provided contain no support contact predating the documented communications of 11 July. Considering the reasonable time required to process such requests, the casino’s calculation beginning covers the period we consider financially relevant.

Dear ChicagDog1996,

Based on the complete communication history now available, we consider the proposed refund of €350 to be correct. The records confirm your requests from 11 July but do not substantiate any earlier contact.

Could you please confirm whether you accept the offer so that the casino can proceed with the payment? Unfortunately, there is no available evidence showing the earlier requests and we therefore cannot consider them valid.

Please let me know whether you accept the offer so the casino can proceed with the payment.

Dear Martin,

Thank you for reviewing the case and confirming that RakeBit acted inappropriately by offering temporary breaks instead of honoring my permanent deactivation request.

Since you have established that RakeBit violated responsible gambling standards, their proposed refund based on a July 15th starting date remains unacceptable for the following reasons:

Unjustified 4-Day Grace Period

My documented written request was sent on July 11th. Granting an operator a 4-day grace period until July 15th to continue taking deposits after receiving a direct responsible gambling request contradicts basic player protection principles. Account access should have been restricted immediately upon receipt on July 11th.

Delayed Closure Until August 4th

RakeBit did not actually deactivate my account until August 4th. Throughout July, their VIP team continuously sent retention offers, pointed out my account profits, and urged me to take temporary breaks despite my explicit demands for permanent closure. Because RakeBit actively delayed closing my account through inappropriate retention tactics until August 4th, the liability window covers the entire period from July 11th to August 4th.

Inaccessible Chat History

RakeBit holds sole custody of the backend chat database and has completely revoked my access to the platform. Claiming that no prior live chat logs exist before July 11th is convenient for an operator that has already been shown to ignore deactivation requests.

Required Resolution:

Because RakeBit breached responsible gambling protocols starting July 11th and dragged out the closure until August 4th, the refund cannot be capped at €350 based on an arbitrary July 15th starting window.

I request that Casino Guru instruct RakeBit to submit the full itemized net loss calculation (Total Deposits minus Total Withdrawals) covering the entire period from July 11th, 2026 to August 4th, 2026. I will accept a settlement that reflects the true net loss across this full breach period.

Best regards,

ChicagDog1996

Dear ChicagDog1996,

Thank you for your response.

Given the circumstances surrounding your responsible-gambling request and the subsequent communication, the applicable financial timeframe will be reviewed internally to determine whether this case warrants an exception to our standard approach.

I will update this thread once the internal review has been completed. No further action is required from either party at this time.

Thank you for your patience.

Dear ChicagDog1996,

thank you for your patience.

Dear casino representative,

Following further internal review, we have concluded that the relevant refund period should begin on 12 July.

By 11 July, the casino had been sufficiently informed of the player’s intentions through his email and repeated live-chat requests for permanent deactivation due to responsible-gambling concerns. The responses provided also demonstrate that the requests were understood, but the player was repeatedly offered temporary alternatives instead of the permanent restriction he had requested.

The transaction reports previously provided begin on 15 July and therefore do not cover the complete revised period. Please provide all deposits and withdrawals made between 12 and 14 July, or confirm if no transactions occurred during those dates. Please also submit an updated calculation of the player’s net loss from 12 July until the account closure on 4 August.

The underlying records may be sent privately to me at martin.l@casino.guru.

Dear Casino Guru Team,

We kindly ask you to allow us a little more time to thoroughly check the information and provide all the requested reports.

We would greatly appreciate it if you could extend the deadline for us, as we need some additional time to complete the investigation and gather all the necessary information.

Thank you for your understanding and patience.

Dear casino representative,

thank you for your response, we will be awaiting the results of your internal review.

Hello,

Thank you for giving us additional time to review the case and gather the necessary information.

Martin, we have sent the updated information and supporting evidence to you by email. We also confirm that we agree to refund the customer 749.07 EUR.

Please review the information and evidence provided, and let us know if any additional details are required.

Thank you for your cooperation.

Dear casino representative,

thank you for providing the updated records and your willingness to resolve the issue amicably.

The deposit history includes a USDC deposit, but USDC is not listed in the final calculation, which only covers SOL, ETH, and BTC. Could you please confirm whether this deposit was included in the €749.07 refund?

Thank you for your continued cooperation.