HomeComplaintsRakoo Casino - Player faces delays in account verification.

Rakoo Casino - Player faces delays in account verification.

Amount: 19,000 kr

Rakoo Casino
Submitted: 30 Jan 2025 | Case closed : 18 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Sweden had won 1900 EUR after depositing 20 EUR, but was unable to withdraw due to extensive verification requirements. She had submitted multiple documents, including her passport and bank statements, yet the casino continued to request additional proof of deposit. The Complaints Team noted that the verification process could take up to 14 days and advised her to wait for the withdrawal to process. However, the player failed to respond to follow-up inquiries, which led to the rejection of the complaint due to lack of information.

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Translation

Hello,


On 2025-01-30, I deposited 20 EUR and won 1900 EUR, but I didn't receive any bonus because Sweden is restricted. I couldn't make a withdrawal because I needed to verify my account, and that's where the problem began. I uploaded my passport, proof of address, images of my Visa card from both sides, and a bank statement. Yesterday, they sent a message requesting proof that I deposited 20 EUR into their casino, which I provided. Today, they asked for another bank statement showing that the payment to their casino was completed, which I have also submitted now. The strange thing is that the deposit proof I initially sent should be sufficient. I am now waiting for a response from them. I have been playing online for over 20 years and have never been asked for so many documents. I have a screenshot of the chat showing all communication with the casino if needed.



Automatic translation:
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Hello saralundgren32,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rakoo Casino. Please allow me to ask you a few more question before we would move forward.

  • Could you please advise since when exactly is the verification process ongoing?
  • Which documents have been already approved and which ones not?
  • When was the last time you spoke to the casino and what was it about?


Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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Translation

Hi, they have now verified my account but it was the worst I have ever experienced, I have requested a withdrawal of 2000 Eur which is pending, we will see what happens with it, the strange thing is when you request a withdrawal by bank you cannot fill in your bank details but they will send you a link with it which they have not yet done

Automatic translation:
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Hi we can close this case now becuse i will make new case regarding my withdrawal issue this casino is catastrofic

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I dont understand this casino first i hade so much difficult to get my documents approved. Now i have issue with withdrawal, they weird thing is when making withdraw chosing bank information customer cant set their bank details insted you get email link from the casino witch you fill in your bank details witch i did but it did not worked so now im fighting this

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Hi please close this case i need to start another case about this casino i have much proof against them regarding my withdrawal

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file this i recvied yesterday , and today when i ask them the tell me my withdraswal is still processing they are given me diffrent information excuse to not pay out my wins

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Hello saralundgren32,

There is no need to open a new case - we can just continue here.

Please keep in mind that just as verification, withdrawals may take up to 14 days as well.

I would advise to wait a week more.

In case the withdrawal would take longer, please let us know and we will try to intervene.

Looking forward to hearing from you.

Regards,

Nick

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Dear saralundgren32,

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.

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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.

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