Rakoo Casino - Player cannot access support to close his account.

i cant reach live support or email service for over 2 months, i want to close my account. This company should be shut down for their criminal activity of not providing customer service and being toxic and not thinking about gambling addictions.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rakoo Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps and the casino's responses, if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Rakoo 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."

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I cant reach them i send serveral emails and they dont reply, its common with them.

Just want to close account and dont answer any other questions.

Its not that hard to see what they are doing.

And another thing, when contacting the live support or attempting for the 100st time there was a link in chat that the bot provided it was showing rakoocasino/deposit or something ..... but instead of going to rakoo site it sent me to https://cuscocasino.com/ , looking into this casino its the same as rakoo but another name , same bonus options and same no reply to livechat or email.

So they are just a toxic company, do you understand maybe now how evil these people are.

On the other hand their RTP is so low its crazy that i still play there, i need to close my accounts fast, cause addiction is not healthy.

Thanks for your reply.

Hello badcompany1,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

after months of no email repsonse and clearly not using livechat the issue is resolved and i got my account closed. A shame that the company itself is bad in my view and lots of others as well.

Thanks Casino Guru team.

Dear badcompany1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru