RakeBit Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Dear Casino Guru Team,

Thank you for providing this platform to present our case. I would like to file a formal complaint against Rakebit Casino, since my account was closed arbitrarily and my winnings were confiscated without any specific explanation or clear evidence.

The casino sent me a communication (attached below) in which they only referred to a generic list of possible violations of their Terms and Conditions and anti-fraud policy. However:

• They did not specify which of those alleged violations I am being accused of.
• They did not indicate when or how such a breach supposedly occurred.
• They did not present any proof or concrete evidence.

The email mentions very broad reasons such as collusion, unfair strategies, use of third-party software, multiple accounts, or chargebacks, but none of these apply to my case. Even so, Rakebit decided to close my account and withhold my funds without transparency or justification.

This action is unfair and abusive, as it leaves the player completely defenseless by allowing the casino to confiscate winnings at its sole discretion without providing evidence.

Therefore, I respectfully request Casino Guru’s assistance in demanding that Rakebit Casino:

1. Clearly specify which alleged violation was committed.
2. Present all evidence supporting their decision.
3. Release my confiscated winnings if no proven breach exists.

I am attaching the official email received from Rakebit Casino which served as the basis for their decision.

I trust that, with Casino Guru’s support, a fair and transparent resolution can be achieved.

Thank you very much in advance for your assistance.

Sincerely,

[name hidden by Casino Guru]

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 specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Did you pass the full KYC verification, or at least submit any identity documents to the casino for verification?

Did you accumulate your winnings with or without a bonus?

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

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.

Hello Veronika,

Thank you for your message and for assisting me with this case. Please find my answers below:

• The only type of games I played were slots. I did not place sports bets or participate in live casino games.
• No one else from my household or using the same IP address has created an account at this casino. I am the only registered and active player.
• I did not complete the full KYC verification, as the casino never advanced my request to that stage.
• My winnings were accumulated while having an active bonus, but this bonus was fully released and cleared before the winnings were achieved, meaning all requirements had already been met.

Additionally, after reviewing my account again, I noticed that it is now completely blocked, which prevents me from accessing any information or further clarification directly with the casino.

For these reasons, I strongly believe the casino acted unfairly by closing my account and confiscating my winnings without presenting any concrete evidence of violations.

Best regards,

[name hidden by Casino Guru]

Could you kindly confirm that you created only one account at this casino, or have you created any other accounts here in the past?

Hello Veronika,

I confirm that I created only one account at Rakebit Casino. I have never opened or used any other accounts with them in the past.

Best regards,

[name hidden by Casino Guru]

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Faran,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite RakeBit Casino to join the conversation.

Dear RakeBit Casino,

I would appreciate more details regarding the player's actions that were considered a breach of your rules, as your email communication to the player covers various scenarios. You can send the information and evidence to me at michal.k@casino.guru.

Dear Michal & Faran,

Thank you for bringing our attention to this situation!

We will be happy to help everyone understand this situation. However, we would like to note that we at RakeBit never take action against players' winnings and accounts without thorough and clear verification. The player's account was blocked for violating our terms and conditions, and the player's balance was debited accordingly. We notified the player by email about these actions and the reason for the block.

Additionally, we are adding a clause to our terms and conditions stating that a player's violation allows us to act in such circumstances:

1. Rakebit.com has a strict anti-fraud policy. If TECH GROUP BL LIMITADA has reasonable grounds to believe that the User has participated in or has been connected with any form of fraudulent activity (on the basis of anti-fraud, anti-cheating, and collusion detection practices used by TECH GROUP BL LIMITADA as well as its gaming partners and other suppliers which are commonly used in the gambling and gaming industry) including, but not limited to:

• participating in any type of collusion with other Users;
• development of strategies aimed at obtaining unfair winnings;
• fraudulent actions against TECH GROUP BL LIMITADA or its payment providers;
• chargeback transactions;
• the use of third party software or analysis systems;
• creating two or more accounts;
• using unfair external factors or influences (commonly known as cheating);
• or become bankrupt in the country of his/her residence.

1. In case of reveal one or several such actions on the part of the User or other similar actions, Rakebit.com reserves the right to cancel the user account and suspend all payouts to the User. This decision is at sole discretion of Rakebit.com and the User will not be notified or informed of the reasons of such actions. Rakebit.com also reserves the right to inform the regulatory bodies of the User’s jurisdiction of such fraudulent actions performed by the User.

Michal, please let us know if you still need confirmation of the violations. We are ready to send them to your email address for further cooperation.

Kind regards,

RakeBit Casino

Dear RakeBit Casino,

Thank you for your reply. I would appreciate it if you could share any evidence that supports the claims regarding the supposed violations of your terms and conditions that the player is being accused of, at michal.k@casino.guru

Thank you for the information and evidence provided, RakeBit Casino Team.

Dear Faran,

Thank you for your patience while we reviewed the evidence related to your complaint.

After a thorough examination, we have found that the casino's decision was based on conclusive data linking your account to others through the same device and IP address. Since these accounts all claimed bonuses, it represents a breach of the casino's rules on multiple accounts and bonus abuse.

Unfortunately, this means we must close your complaint as Unjustified.

To help minimise such situations in the future, we strongly advise that you carefully review and adhere to the Terms and Conditions of any casino you play in.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future.

Kind regards,

Michal

Casino Guru