RakeBit Casino - Player’s account has been closed without cause.

I am writing to formally dispute the recent suspension and closure of my account with Rakebit Casino. According to the communication I received from Rakebit, my account was closed due to a violation of their Terms of Use, specifically citing involvement in fraudulent activity. However, I believe this action is unjustified and I am seeking your assistance in resolving the matter.

I have always acted in good faith and in full compliance with the platform’s terms and policies. I have never engaged in any fraudulent activity, cheating, or collusion, nor have I been informed of any specific violation on my part. I was not given prior notice or a clear explanation of the actions that led to my account being suspended, which has left me confused and concerned.

I understand Rakebit's anti-fraud policies, but I respectfully request that a thorough review be conducted of my account and the circumstances surrounding the suspension. I believe the closure may be the result of an error or misunderstanding, and I am eager to resolve it in a fair and transparent manner.

To facilitate the review and ensure clarity, I am willing to provide confirmation of my identity, including any requested documentation, such as:

A copy of my ID or passport

Proof of address

Any other relevant identification documents

Please advise on the specific information or documents needed to proceed.

I would appreciate your prompt intervention in this matter and a resolution that ensures fairness and transparency. I look forward to your response and the opportunity to resolve this issue.

Thank you for your time and assistance.

Dear elyseekimenyi39,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. 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 participate only in sports betting?

Did you play with any bonuses?

Could you kindly confirm if you passed the full KYC verification?

Please forward me the email you received from the casino after your account was closed at veronika.l@casino.guru.

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

Dear Veronika,

Thank you for your prompt response and for your willingness to assist with my situation.

To clarify, I mostly played casino games and slots. Regarding the bonus question, yes!

As for the KYC verification, I attempted to complete it, but the process has been problematic because they don't ask it at the creation of the account, and I have not been able to pass it because I have not yet done it. I have also forwarded the email I received from the casino regarding the account closure to you at veronika.l@casino.guru, as you requested.

I appreciate your help in resolving this matter as quickly as possible.

Thank you for your email. Could you please specify what bonus did you activate and play with? Ideally, send me the link or a screenshot of the bonus along with its specific terms and conditions.

Since I currently do not have access to my account, it’s becoming a bit of an issue for me, and I’m unsure how to proceed because I’m unable to log in or retrieve any information regarding my account. However, I do have some recollection of having received a casino bonus, possibly a "Friday Reload Bonus," at some point. If I remember correctly, I used that bonus but unfortunately ended up losing most of it. Despite that, I’ve been a regular player at the casino for quite a long time, and it’s been a part of my routine for quite a while now. I think I’ve had several bonuses in the past, but the Friday reload bonus was one I remember most vividly.

If I had access to my account right now, I would be able to review my history and see how much I’ve lost or gained, but right now I’m stuck without any access, and that’s making it a bit challenging for me to figure out what to do next. I’m hoping I can regain access soon so I can properly track everything, and hopefully, sort out any issues related to my bonuses, deposits, or withdrawals. I’ve always enjoyed playing there, even though, as I said, I did lose most of the bonus funds. Still, it’s been a part of my gaming experience for quite a while.

Thank you very much, elyseekimenyi39, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you elyseekimenyi39 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RakeBit Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and what can we do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for reaching out regarding the elyseekimenyi39’s complaint. After conducting a thorough investigation, we determined that the player’s account was closed due to clear violations of RakeBit’s Terms and Conditions, particularly the prohibition on creating multiple accounts.

Our terms explicitly state that creating two or more accounts is considered fraudulent behavior and grounds for account suspension. This rule is in place to prevent any unfair advantages, potential collusion, or abuse of promotional offers, ensuring a fair and secure gaming environment for all users. During our investigation, it was evident that the player had engaged in such prohibited activities, and these actions constituted a significant breach of our policies.

Additionally, operating multiple accounts raises the possibility of collusion with other users, a violation that is taken very seriously. As outlined in our terms, these behaviors allow us to cancel accounts, suspend payouts, and, where necessary, report such actions to regulatory authorities.

Following these policies, elyseekimenyi39’s account was permanently closed. While we understand the player’s dissatisfaction with this outcome, the decision was made following a comprehensive review by our anti-fraud department, ensuring that the measures taken were both justified and necessary to maintain fairness on our platform.

We must also clarify that the account cannot be reopened under any circumstances, as the violations observed were significant and deliberate. RakeBit is committed to enforcing its policies to ensure a secure and trustworthy gaming environment.

Should you require further details or evidence to assist in addressing this matter, we are available to provide additional information directly.

Thank you for your understanding and ongoing cooperation.

Best regards,

Elon

Representative of RakeBit Casino

Thank you for the update RakeBit Casino representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I think it's a misunderstanding or I may have been hacked. Thus, I would like to confirm my identity what ever you may request. Thank you!

Dear Peter,

Thank you for your continued cooperation regarding this matter.

We attempted to send our response, along with the supporting evidence, to the provided email address. Unfortunately, the email delivery was unsuccessful due to an error indicating that the receiver does not exist.

We kindly ask you to verify the provided email address for accuracy or, alternatively, provide us with another valid email address where we can securely send the required documentation.

Best regards,

Elon

Representative of RakeBit Casino

I apologize for the confusion, it seems like I have made a mistake in the previous message when writing my email. You can provide the requested evidence to the following address. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We wanted to inform you that we have sent a detailed response to your inquiry, including all relevant information and supporting evidence, to the provided email address. 

If there are any further questions or concerns, feel free to reach out. 

Best regards,

Elon

Representative of RakeBit Casino

Thank you for providing me with the information RakeBit Casino representative.

Dear elyseekimenyi39, the casino has provided me with evidence of multiple accounts. We advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter