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Hello, I have been going through rehab of not gambling and trying to get my life back in order. I have been doing really good until one day I relapsed and stumbled upon Rainbet. Rainbet allowed me to deposit large amounts of money without taking the time to stop me and do a CDD or KYC. I am self excluded from multiple sites and for some reason, I was able to play on here. Also, not once did I get a message from rainbet asking if I need help or I should watch my spending. Basically ignored all the red flags of my relapse. I also tried self excluding multiple times with rainbet which didnt trigger anything. They proceeded to let me gamble more and deposit more. I have a gambling problem and was able to create an account/play with rainbet after I self excluded myself from BC.Game. They both operate on the same license. I read the terms and conditions and it states that once a player has self excluded from a site with the ajouan gaming license, the operator must report the selfexclusion to the authority body of the license. I can try and gather as much info as I can, it would help if you could help give me some ideas of the info I need to collect. Thank you

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 negative experience with RainBet Casino. Sadly, from our point of view, there is no obligation for operators to protect you based on a previous self-exclusion request made in other online casinos when it comes to the Anjouan license.

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? Can you log in?
• Have you disclosed your gambling issues at any point to the casino support? Have you saved any such communication as evidence?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication? (newsletters, ads)

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@rainbet.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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 RainBet 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

Hello, I understand the implications that 1 casino doesn’t transfer info between each other. So I guess my question is what responsibility does rainbet need to give to players that have a problem? I tried self excluding multiple times and was able to deposit large amount of money without stop. Basically clearly chasing losses. No intervention or reality check from the casino.

Is your account currently accessible to you? Can you log in? - No

Have you disclosed your gambling issues at any point to the casino support? Have you saved any such communication as evidence? - I have sent an email regarding improper AML check but no response. I’m not sure if I deliberately told them I have a problem.

Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru

When was the last time the casino allowed you to deposit? - Yesterday

Have you unsubscribed from the casino's marketing communication? (newsletters, ads) - yes

Hello, I have scanned my emails and I have found that I did send an email to rainbet regarding that I wanted to be self-excluded because of a gambling problem. I also remember not given the option to make the self exclusion longer than 24hrs. Ur only option was 24hrs and thats it. So, I guess that is why I sent that email to be self excluded but neither email was responded too.

Hello Dominikg,

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

Thanks for your patience.

Have you received any response from the casino, automatic or otherwise, to your self-exclusion made on December 5th?

Which of your actions led to your account being finally closed?

Please let me know.

Great question, I sent an email to rainbet complaints which I never received an email back yet. I also asked live chat why I wasn’t self excluded. I’m not sure exactly which action caused my account to be closed

Dear Dominikg,

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, Michal (michal.v@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,

Tomas

Hello Dominikg,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RainBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hey,

Rainbet offers a self-exclusion tool that allows users to initiate their own exclusion. The process begins with a mandatory 24-hour cool-down period. After this period, we send an email outlining additional self-exclusion options for the user to choose from. The user did not proceed with the standard self-exclusion process available on the platform.

In this case, the user contacted our live chat stating that he was experiencing gambling-related issues. As an immediate protective measure, we permanently locked the account to prevent any further deposits or activity.

Best Regards,

Rainbet Team

Thank you, RainBet Casino, for the reply.

Do I understand correctly that the player did not initiate the self-exclusion process himself using the available tool, but he instead tried to contact the casino via live chat and email?

Hey,

The user did contact us, and we directed him to our self-exclusion page.

All self-exclusions must be initiated through our self-exclusion tool, except in specific cases where the user mentions having gambling problems, in which case we take immediate action.

On January 22, he contacted our customer support stating that he had a gambling addiction, and our support team immediately took action and applied a full exclusion to his account.

Best Regards,

Dear RainBet Casino,

Thank you for the confirmation. Did you receive the email from the layer that he sent on the 5th of December?

Hey,

The only email we've received from the user was on 20th january and 21st January,

Best Regards,

Rainbet Team

Dear RainBet Casino,

Was there a mention of gambling addiction in the emails you've received from the player on January 20th and 21st?

Hey,

The user did not mention any gambling addiction. However, after reviewing his first email, we decided to proceed with blocking the user’s account.

Dear RainBet Casino,

When players reach out via email, do they receive a confirmation ticket indicating that their message has been successfully received?

Dear Dominikg,

If possible, could you please provide a screen recording showing your "sent" folder in your email account, highlighting the email from December 5th? Your assistance would be greatly appreciated.

Hey Michal,

If the player initiates self-exclusion through the website, as intended, they do receive a confirmation email.

The user did not contact Rainbet via email on December 5th. As shown in my previous screenshots, the user contacted Rainbet on January 20th and 21st, at which point they mentioned gambling-related issues and we immediately took action.

Dear RainBet Casino,

Thank you for your response.

Dear Dominikg,

I look forward to receiving the screen recording.

Dear Dominikg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru