Rakoo Casino - Player’s account closure request denied.

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

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

I asked to close the account because of several reasons, not satisfied with the casino, not satisfied with the delay of withdrawals, also ask to stop giving me bonus or asking me to give it another try when i say they keep on asking am i sure. Then i had a big win 40.000euro ask for a withdrawal and ask for a block on my account, they dont do it.

i didnt mention gamblin problems but the way i talk its obvious that i have a gambling problem, instead of listing to me he encourages me to deposit more and give it another try,

when i today email the vip manager Ada is told him that i am submitting a complain and demanding refund of my deposits from 1 oktober suddenly then he is able to block my account.

what do you suggest now to do??

i can send transcript of the emails where you can clearly see him seduce me to play more i have never had this before when i ask to close on another casino they immidiatly close it or ask me to send an email to a specific emailadres with the question to close the account.

instead of this this casino encourage you to play more, saying: are you sure? I have a feeling you should try it again etc etc…

The worst thing i dee now is that this casino is on the blacklist in belgium, it got no license to offer games in belgium.

look attached screenshot

Can i send you an email transcript?

Dear Upheavel,

You can forward the relevant communication to nikolas.b@casino.guru for further review. However, please be aware that if you did not specifically mention gambling addiction when requesting the account closure, the casino was not obligated to close your account for the reasons you provided.

Please let me know if you need any further assistance.

Best regards,

Nick

I didnt say i have gamblings problems but the told me 1 okt that my account is going to be closed within 24 hours and the didnt do it, they abused my request

And also i think aan addict doesnt say he is addicted,

same with a mental Ill person doenst state that he is crazy.

is t a obligation to mention this? Or isnt it enough to ask for a closure?

Dear Upheavel,

Unfortunately, self-exclusion (by mentioning addiction) is a necessary requirement if you wish to permanently close your account. The emails you received appear to follow standard procedure, as casinos are permitted to offer bonuses or incentives if a player is only looking to close their account without indicating a gambling problem.

Casinos are not obligated to close an account unless the player declares a gambling addiction. Even if they do close your account, it can typically be reopened at any time upon request. However, with self-exclusion due to gambling addiction, the casino cannot offer to reopen the account once it’s closed.

I would recommend requesting a self-exclusion and explicitly mentioning gambling addiction to ensure that your account is closed permanently. If you are not facing addiction, you could simply choose not to play.

Please let us know if there’s anything else we can assist you with.

Best regards,

Nick

No its one its also last time I played in foreign casinos to much risk, Belgium casinos have all instant withdrawals and don’t mess around with people because the gambling commission in Belgium is a very serieus institution and it has always been forbidden.

for me saver to stay here

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.