The player from the Netherlands reported significant issues with her casino's responsible gambling practices, including unauthorized deposits that exceeded her set limit. She detailed multiple breaches of her deposit limits, requested account closures that were not honored, and an unresolved internal complaint. The player requested a refund for her net loss of USD 9,606, citing evidence of these violations. After reviewing the evidence, we were unable to proceed because the communication did not show that she clearly informed the casino about gambling problems; it only referred to deposit limits, temporary restrictions, and closing the account. As a result, the complaint was rejected, since we did not handle cases based solely on the enforcement of supplementary responsible gambling tools without clear evidence of a self-exclusion request for gambling-related reasons.
RakeBit Casino - Player seeks refund due to account breaches.
Other
Amount: $9,607
RakeBit Casino
Safety Index 8.1 HighCase summary
Deposit limit confirmed 50 EUR per month on Apr 22 2026 Ticket FGT1VY. Final limit 150 EUR per month max 490 USD allowed for period.
Rakebit allowed 25100 USD deposits Apr 22 to Aug 09 2026 despite limit.
Deposits 12.14 ETH 0.0017 BTC 0.951 SOL 431 USDC total 25100 USD.
Withdrawals 15494 USD.
Net loss 9606 USD calculated at lowest ETH price 2007 USD on May 31.
Breach factor 51 times over limit.
Additional RG failures:
- Apr 21 requested 3 months closure, only 7 days offered plus bonus
- May 10 VIP Emma offered bonus to increase limit after RG request
- No functional limit system
Internal complaint S6QYK2 no resolution.
Anjouan license ALSI-202602030-FI2 Company 16272.
AskGamblers complaint also filed.
Request refund net loss 9606 USD minimum gross over limit 24610 USD maximum.
Evidence attached.
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Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.
However, if you have requested self-exclusion from the casino due to gambling-related difficulties that have not been appropriately acknowledged, please attach the relevant evidence, and we will do our best to help.
Thank you very much in advance for your reply.
Best regards,
Attila
Hello,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear player,
Thank you for your messages and the screenshots provided.
After reviewing the evidence, I was unable to find any communication in which you clearly informed the casino that you were suffering from gambling addiction or gambling-related problems. Your requests referred to setting a deposit limit, reducing your play, temporarily freezing the account, and later closing the account, but they did not explicitly state that gambling problems were the reason.
Unfortunately, this may limit our ability to assist you in recovering the funds you subsequently lost. As previously mentioned, we generally do not handle complaints solely concerning the functionality or enforcement of deposit limits and other supplementary responsible gambling tools.
Therefore, I recommend sending the casino a new self-exclusion request in which you clearly state that you are experiencing gambling problems and wish to be permanently self-excluded.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings RakeBit Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@rakebit.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
Dear Player,
Thank you for providing the additional information.
After reviewing the evidence, unfortunately, we are unable to proceed with your complaint. The communication provided does not show that you informed the casino that you were experiencing gambling problems. Instead, your requests concerned a deposit limit, temporary account restrictions, and reducing your play.
As previously explained, we generally do not handle complaints concerning the functionality or enforcement of supplementary responsible gambling tools such as deposit limits. Without evidence that the casino failed to act after being clearly informed of gambling-related problems, we cannot request a refund of your losses on this basis.
As your account is already closed, and your explicit disclosure of gambling problems was only made afterwards, we will proceed to reject this complaint.
Thank you for your understanding.
Best regards,
Attila
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