The player from Belgium has repeatedly requested account closure since October, due to a lengthy verification process and unprocessed withdrawals. Despite her requests, the casino's VIP manager continues to entice her to keep playing, preventing her from closing the account, and she is seeking a refund.
Rakoo Casino - Player’s account closure request denied.
Amount: €6,500
Rakoo Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 15h 41m 28s
Case summary
8 hours ago
Public
Public
12 hours ago
Dear Askgamblers
Since 1 oktober i ask for my account to be blocked or removed and that i dont want to play at the casino, due to 3 months verification proces, withdrawals that never be processed.
everytime i keep on canceling after some time and end loosing the money, every time i sended emails asking please close my account i dont want to spend any more money here.
And everytime the VIP manager ADA keeps on asking me to give it another shot or try to seduce me with 100euro bonus or someting which i reply i dont want it i just want my account closed and to derpect my choise of closing the account.
everytime i end up loosing it al.
in their T&C it is written that if i want to close my accouny due to any problem the have the obligation to honor your wishes but the wont do it, they see i am a high stake player and keep on letting me deposit big amounts of money.
i want to ask for a refund since i asked to close my account 1 October 2024
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Public
10 hours ago
Hello Upheavel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
Casino Guru is examining the case
