Rapid Casino - Player requests a refund due to failed self-exclusion.

I signes up on rapidcasino and deposited a total of 4600 SEK. Did not know it was owned by justspin.com.

i have asked justspin.com to close my acc and close my email on the whole license, still it was possible for me to signup and play, i would not have been able to deposit it i had won. I closed myself out for 60 weeks ago and was able to play last week on their sister site, please see photo for my closure request.

therefore i asked for a refund but it got denied by them saying:

I hope this email finds you well.

​

We regret to inform you that your refund request has been denied, by the relevant department. As previously communicated, your previous accounts with us were closed.

​

Upon reviewing your recent account activity, it has come to our attention that you have opened another account with us, thereby violating our terms and conditions you agreed to before creating an account, below:

​

Section 6 :PLAYER REPRESENTATIONS AND UNDERTAKINGS

Terms and Conditions: Terms & Conditions | Rapid Casino

​

Please refrain from opening any other accounts. This is our last communication regarding this matter.

——-

i have NOT had another account on rapidcasino before, this is a true lie from them.

Dear timgartz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rapid Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if you registered one or multiple accounts in Rapid Casino?
• Could you please clarify when is the screenshot of the request from? (date and website of the casino)
• Could you please send me the full relevant communication between you and the casino regarding your self-exclusion and the casino's decision not to refund you? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

First of all, no i do not have any other accounts on rapidcasino.

That screenshot is from rapidcasino but was written on justspin (they have the same chat software so when you write something on justspin you can see it on rapidcasino also) thats how i manage to see that ive asked for a block earlier.

i will send you the email i got.

Best, Tim

Hello, it’s been a week since i sended my answers etc.

any updates?

I apologize for the late response.

Thank you very much, timgartz, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello timgartz,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Rapid Casino,

Could you possibly provide additional information regarding the self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

How come that they just ignore this? I thought rapid casino was a serious casino.

Dear timgartz,

I am currently trying to reach the casino internally, outside of this thread, that's why I am setting another timer. I will contact you here with any updates. Thank you for your patience.

Okey thank u so much, looking forward.

Best, Tim

Dear timgartz,

I have been informed by the casino representative that the casino has agreed to refund you and also that you have already been informed about this decision.

Could you confirm this information?

Dear timgartz,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V from Casino.Guru