Rakoo Casino - Player is experiencing withdrawal and in-game issues.

I made a deposit and I successfully verified my account. After I tried to withdraw my winnings they all cancelled it a few times for multiple reasons. Weekend, exceeded day limit or crash website. The weirdest thing after a few days the only withdrawal that was still pending was of the amount 1000 euro. Which is weird since it was my first cashout and it was so long pending that I couldn’t cancel anymore. What they did is put it back on top of my recent withdrawals so now I can cancel it if I want. Really disgraceful.

Anyways after some time I lost hope of ever seeing that money so played more to gamble knowing i wouldn’t get nothing.

the next thing what was weird when i had 13500 in my account I did a bonus buy on the game iron bank worthy of 500 euros. When the amount was taken I was thrown out of the game. When i returned there was no feature.

so in all my experience was really bad.

now when they ask for my details in live chat they ignore me when mentioning my

e-mailadres . so I don’t know if you guys could help since they are on your site:

Dear Mbkaliber21,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating experience you’ve had with the online casino regarding your withdrawals and gameplay.

To better understand the situation and assist you effectively, could you please provide more details on the following points:

• Can you specify the dates and times when you attempted to withdraw your winnings and the reasons provided by the casino for canceling the withdrawals?
• Have you received any communication from the casino regarding the status of your pending withdrawal of 1000 euros and the reasons for its extended processing time?
• Could you provide any documentation or screenshots showing the pending withdrawals and your interactions with the casino’s live chat support regarding your account details? My email address is petronela.k@casino.guru.

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

Hi Petronela

i have send you the screenshot regarding the withdrawals.

i don’t have any emails from them since they don’t respond to me. The dates of the withdrawals are in the screenshot. 27 and 28 of April

Hi Mbkaliber21,

• Could you please outline your actions following the cancellation of the withdrawals? Did you proceed with further gameplay or did you reach out to Customer Support immediately?
• What is the current balance in your account?
• Are there any pending withdrawals at this time?

Thank you.

Hi petronela

No I did contact immediately after they cancelled everything but my first one of 1 k.

I did play further which I explained. The funds are all gone but how everything went is wrong. They canceled also the 3 k which is under the 4999 day limit. I mean if you look at it if the day limit is 4999 euro, how come they cancelled the other ones after a few days. If it takes them more then 1 one day to approve any withdrawals then shouldn’t I able to withdraw 9998 after 2 days.

and why did they cancel the first withdrawal after 2 days and put it back on top so I can reverse it again. These tricks aren’t how you act towards players.

but still my bonus buy of 500 euro is still an issue. I didn’t receive any feature for it.

HiMbkaliber21,

Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.

In regards, to your uncredited bonus buy of €500, could you please forward any supporting evidence to petronela.k@casino.guru?

Meanwhile, I changed the disputed amount from €11,000 to €500 since all the winnings were lost before we could intervene.

Hi

I don’t want the money back that I lost. The issue for me to this complaint wasn’t to get my 11 k back. The issue is that they are scammers. The way how they operate towards players when they want to withdraw their winnings.

So are you saying is ok to cancel peoples withdrawals for nu valid reasons?

Or that withdrawals get cancelled and then back on the withdrawal list so that I can reverse it again ?

Does that sound as a trustworthy casino?

let alone they ignore players who does have a issue?

I don’t have any evidence. I was thrown out of the game when i bought the feature. When returning to the game no feature and no money. I contacted the live chat an they told me that they would respond through the mail, which they didn’t until this day..

Hi Mbkaliber21,

While I don't necessarily agree with the way the casino has handled the situation, it's important to acknowledge that we can't reverse time, and once winnings are lost, they're unfortunately gone for good. Our ability to assist players hinges on their patience and cooperation.

• Regarding your communication with the casino, have you attempted to request your complete game history, particularly where a bonus buy would be visible?

Thank you.

Like I said before the funds are gone so I don’t accept it back. And no I don’t have any access to my account so I don’t have any history. And since they are ignoring me that’s be gonna be hard. But I told you already this.

sorry to be harsh but them ignoring me shouldn’t tell you enough that they are scammers? Sure I maybe should have some patient but that’s not the point. Them operating on the weakness of gamblers is the worst you can do. Like I said before. You can’t put a withdrawal back on the list so I can reverse it. There are something’s a casino shouldn’t be allowed to do.

Hi Mbkaliber21,

If you believe the casino is taking advantage of gamblers' vulnerabilities, I recommend informing the casino about your gambling problem if you feel you can't control your gambling and it no longer brings you enjoyment.

Since you lost your winnings before your withdrawal was approved, unfortunately, we are unable to assist you further in this matter.

I wish I could offer more help. I'm sorry we couldn't resolve this case for you, but please don't hesitate to contact us if you encounter issues with any other casino in the future. For the reasons mentioned above, I will now reject this complaint.

Thank you for your understanding.