Rajabets Casino - Pelaajan tili pysyy auki sulkemispyynnöstä huolimatta.

I have been asking them to close my account for the last 5 month. I specifically said that I have a gambling problem and it is affecting my mental health. Still my account is open and I am losing money

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Thank you for the screenshots. Could you please also forward me the original emails regarding your self-exclusion request, rather than just screenshots? I need to verify whether the information about the impossibility of closing your account was sent as a response to your self-exclusion request, or if you received this email before you specified the reason for closing your account.

You can forward the emails directly to veronika.f@casino.guru

Dear soccer,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of soccer. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear soccer,

Could you please also forward me the original emails regarding your self-exclusion request, rather than just screenshots? I need to verify whether the information about the impossibility of closing your account was sent as a response to your self-exclusion request, or if you received this email before you specified the reason for closing your account.

You can forward the emails directly to veronika.f@casino.guru

I forwarded the email.

Has the casino responded to your email from 7 May, specifying that you are suffering from gambling addiction?

They just reply with the message that they can not close the account manually and that if i do not log in for 3 months then only my account can be closed.

Thanks

S. K.

Thank you. Please forward me also the original emails from August 10 in .eml format, not as screenshots. Thank you for your cooperation.

it is not in my email. i thing i deleted.

Thank you for your reply. Is your account still open? If so, kindly fill out the following form and send it to the casino at support@rajabets.com, and add my email address veronika.f@casino.guru to the CC:

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Rajabets Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Dear soccer,

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.

Thank you very much, soccer, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

okay

Hello soccer, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Rajabets Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Matej,

User has stated that he does not want his account to be closed.

Dear Rajabets Casino,

On 7th May 2025 the user has informed you about gambling addition, and we believe at that point the account closure procedure should have been initiated.

On 4th October the plyer again asked for self-exclusion due to the gambling addiction.

Instead of the account closure, the player has received a message that manual closure is impossible in Rajabets Casino, and the only option for the player is to wait for 3 months without login in, and then the account will be closed for inactivity. Despite your own Responsible Gambling page stating that self-eclusion is possible to initiate with the support staff.

I would like to state, that this is completely against Casino Guru Fair Gambling Codex, our values, and also shows missing player protection tools within the casino.

To speed up the resolution of this issue, I would like to ask if you can consider and confirm the following:

• immediately close the player account indefinitely, mark it as "gambling addict, never reopen" or similarly
• blacklist the player's credentials to prevent re-registering
• cease any and all e-mail/SMS marketing communication
• consider refunding all the player's deposits (minus any withdrawals and winnings) since 10th May 2025
• you can send me the cashier history since 7th May 2025 until the account closure to matej.l@casino.guru so I can help you establish the amount that should be refunded to the player

Thank you.

Dear All,

We would like to inform that the users request was approved and the users account is terminated.

Regards,

Team Rajabets

Dear Rajabets Casino, thank you for the account closure confirmation. Can you please confirm, whether the following has been actioned:

• blacklist the player's credentials to prevent re-registering
• cease any and all e-mail/SMS marketing communication
• consider refunding all the player's deposits (minus any withdrawals and winnings) since 10th May 2025
• you can send me the cashier history since 7th May 2025 until the account closure to matej.l@casino.guru so I can help you establish the amount that should be refunded to the player

Thank you.

Thank you Casino Guru for advocating for me. This would not have been possible without you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

The relevant action has been taken by our end.

The user does not have any funds to claim. As per the users query the account and communication has been terminated. The closure is executed as per Rajabets Terms and Conditions https://rajabets3.com/en/pages/terms-and-conditions

Thank you for the account closure confirmation.

Dear soccer, can you please confirm whether you made any kinds of deposits and withdrawals between 10th May and the account closure? Since the account has been closed and if your balance has not been confiscated (or no further deposits been made), could this case be considered resolved? Thank you.

Hi Casino Guru

I confirm that my account has been closed and I do not have any balance in the account.

Thanks

Dear soccer,

I am very happy to hear that your issue has been resolved, and would like to thank Rajabets Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead.

Lastly, 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,

Matej

Casino.Guru