Rajabets Casino - Player’s request for self-exclusion has been overlooked.

Dear Sohilshaikh51,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found:

„Self-Exclusion

If you feel that your gambling has become problematic, you can self-exclude yourself by contacting Customer Service and requesting a self-exclusion period be applied to your account.

The following Self-Exclusion periods are available: 

• 1 week 

• 2 weeks 

• 1 month 

• 3 months 

• 6 months 

We will endeavor to apply your self-exclusion as soon as practically possible, however, please note that this process takes a reasonable working period to implement. We will not consider the self-exclusion period as having commenced until it has been fully implemented and communicated to you. If you can still access any of our services after self-exclusions, it is your responsibility to contact us immediately to inform us. 

Any unsettled bets with Rajabets at the time that you enter into self-exclusion will be settled on the result of the event. If your bet is a winner, your winnings will be automatically withdrawn to your applicable credit/debit card or another financial account from which the funds were deposited. 

Please note that upon your selected self-exclusion period expiring, your account will be automatically reactivated. 

It is possible to revoke Self-exclusion upon a written request (and thereafter only after 24 hours has elapsed from the submitted written request), and Rajabets will always do all it can do to detect and close any new duplicate accounts that you may open. Once the self-exclusion is applied, you will also no longer receive any further marketing materials from us."

Is this support@rajabets.com the email address that you have sent your email to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Because of I am addicted to gambling I have asked them for closure of account permanently or some free bonus if I could play with I have already forwarded 2 emails to the email provided and also sending you the last email with casino due to which they closed my account and as I said I am addicted to it I again requested them to reopen thanks

Thank you, Sohilshaikh51, for the forwarded emails. Unfortunately, I haven't found any message that would prove that you have informed the casino about your gambling problem. When emailing the casino you have requested account closure or activation of bonuses. Also, you have stated that you are not happy with their service.

If you really wish to self-exclude from the casino permanently due to a gambling problem, I would suggest sending one last email and stating clearly the reason why you wish your account to be excluded permanently.

Please keep me informed.

I have sent them an email and after I got a call which is more threatening than customer service here it is

I have lost too much much money much money in casino and sports betting this week I request you to give me very good bonus

Or

Please close my account I can't bear any more losses don't send me the message of if you don't log in to the site for 3 months your account will automatically closed by the system

If you can't do anything from above I will legal actions against Rajabets I will put a case at casino.guru and I will share the video on YouTube telegram Twitter and Instagram then I will not be responsible for any losses to your company

After this email almost 6 days ago they closed my account I want compensation

Banned for an infinity due to my last email

Thank you very much, Sohilshaikh51, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

I need compensation due to not blocking on time and I have faced the consequences of it

Could you please advise for which period you wish to be compensated? From the forwarded communication I understood that on the 22nd of Feb you asked your account to be reopened, is that correct?

Yes I am addicted to gambling I have requested them to reopen immediately after closing I was not feeling well and now I am OK I have told them lots of times via chat support and email

After which email did your account got blocked permanently, please?

I have already forwarded you this email

I have lost too much much money much money in casino and sports betting this week I request you to give me very good bonus

Or

Please close my account I can't bear any more losses don't send me the message of if you don't log in to the site for 3 months your account will automatically closed by the system

If you can't do anything from above I will legal actions against Rajabets I will put a case at casino.guru and I will share the video on YouTube telegram Twitter and Instagram then I will not be responsible for any losses to your compa ny

You have requested the account closure on the 18th, is that correct? When was your account actually blocked?

On 20th not due to they follow responsible gambling they don't due to the rude language in email chat I got call from them on 19th due to my bet was not settled and I warned them by mentioning casino.guru in the email that's why they closed my account

Please understand, Sohilshaikh51, that we consider a time period within a few working days from requesting an account closure till it's actually done, acceptable. I agree that it would be ideal to have your account blocked instantly, unfortunately, it is not a standard procedure yet. I believe that your account will remain blocked permanently now and you won't experience the same issue ever again.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

They don't follow responsible gambling I just want some compensation for the losses I have faced I told them to close my before 6 months via live chat

I understand that you have tried to close your account in the past. However, you also requested for your account to be reopened later. I'm truly sorry but based on the evidence that you have provided I am forced to rejct your complaint as "unjustified" this time.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.