Complaint #51 Rakebit Casino

Casino abusing and asking for refund

By amoh04513

1 week ago

I am submitting a formal complaint regarding your handling of my repeated requests for permanent account closure and my request for reimbursement of approximately €1,000 in gambling losses.

On 17 September 2026, I explicitly informed your VIP manager that I was experiencing gambling problems and needed all my accounts permanently closed. I asked for immediate closure.

Your response acknowledged my situation but suggested a temporary pause instead of proceeding directly with my requested permanent closure.

I subsequently made further requests to close my account, including:

* 3 October 2026: I wrote, “I just want to close it.”
* 6 October 2026: I emailed my VIP manager requesting that my account be closed or deleted.
* 8 October 2026: I reiterated that I preferred permanent closure.

Despite these repeated requests, I continued to have access to the platform and subsequently incurred substantial gambling losses.

I acknowledge that I previously requested that my account be reopened. However, that does not remove my concern about how my subsequent requests for permanent closure were handled, particularly given my explicit disclosure of gambling problems.

I request the following:

1. Reimbursement of the approximately €1,000 in losses attributable to gambling activity after my account should have been closed.
2. A complete record of my account activity, including deposits, withdrawals, bets, and net losses, from 17 September through 10 October 2026.
3. The precise timestamps of my account closure requests, your internal handling of those requests, and the actual account closure time.
4. Copies of relevant responsible-gambling assessments, internal notes, and communications concerning my closure requests.
5. Your explanation of why my permanent closure was not completed promptly and the applicable rules and complaints procedure.

Please preserve all relevant records and treat this email as a formal complaint. If you reject my request, please provide a reasoned written decision and details of the independent dispute-resolution body or other escalation procedure available to me.

I have retained screenshots and email correspondence supporting my complaint

Disputed Casino Rakebit Casino

Reason RG tools related

Amount €1000

Discussion

35 hours left for Rakebit Casino to respond.

amoh04513

2 days ago

Hi Rakebit team,

I believe in full refund. I had to accept the bonus because i was afraid not to get anything back.
It’s an online casino. Nothing guarantees that i can have my money back.

I was struggling closing the account while i was making more and more deposits in order to overcome my losses.

Anyway. Whatever the outcomes from this complaint. I accept it.

Rakebit Casino

• Representative

2 days ago

Dear amoh04513 and AskGamblers Team,

Thank you for your feedback. We would like to address your note regarding why the account was kept open.

When an account closure is requested, our priority is to verify whether it is related to Responsible Gaming. Because you confirmed that you do not experience gambling addiction, and subsequently agreed to accept the $300 VIP bonus after the account was reopened, your account was maintained in active status as part of that resolution.

With the $300 bonus credited and the account terms confirmed, the settlement is complete. We consider this case settled and would kindly ask the Ask Gamblers Team to finalise the complaint status as resolved.

Best regards,
Rakebit Casino Team

amoh04513

5 days ago

Hi Rakebit representative.

First i’d like to say it wasn’t that big deal until you make it feel more like abusing and manipulating. I can see the timeline of my requests and i can provide more screenshots proving that you had to close my account in more than 72 hours.

However. This complaint is settled with 300$ bonus from vip manager. But nothing has happened regarding the complaint and the rest of this case.

Rakebit Casino

• Representative

5 days ago

Dear amoh04513 and AskGamblers Team,

Thank you for reaching out and sharing your feedback. We take all player inquiries seriously, and we want to assure you that Responsible Gambling is our top priority. We handle every case involving player well-being with the utmost urgency, care, and strict adherence to regulatory standards.

We have conducted a thorough internal investigation regarding your account history and the timeline of your interactions, and we would like to clarify the factual details of the case:

• Action Within Our Timeframe (September 18): In accordance with our official Terms & Conditions (T&C), the platform has a standard 72-hour timeframe to process and finalize account closure requests. Following your initial request on September 17, as soon as your VIP manager took over your chat, reviewed your case, and received your confirmation, the account was closed on September 18. This prompt action well within our permitted 72-hour timeframe is clearly verified by the attached screenshot.

• Account Reopening and Self-Responsibility: Regarding the subsequent reopening of the account, our records-supported by internal logs- confirm that the profile was only reactivated upon your explicit, repeated requests. Furthermore, the reopening was granted exclusively after you formally confirmed to our team that you do not suffer from a gambling addiction, that you were in full control of your gaming habits, and that you willingly assumed complete personal responsibility for all your subsequent actions on the platform.
• Providing Evidence: To support these facts, we are attaching the relevant screenshots directly to this complaint. These files clearly show the closure handled by the manager on September 18, as well as your explicit confirmations regarding your well-being that allowed the account reactivation.
We remain fully committed to transparency and are ready to cooperate with the AskGamblers team to provide any further factual evidence required to demonstrate that our team handled your requests appropriately and in accordance with standard industry procedures.

Best regards,
Rakebit Casino Team

Rakebit Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $241

Avg. Complaint Duration 15 days

Avg. Response Time 2 days

Rakebit Casino Complaint Summary

Most user complaints about this operator fall under the Deposits category.

So far, 2 out of 2 complaints in this category have been resolved.

This operator's average complaint duration is 15 days, while the average duration across all operators is 8 days.

Complaint Status

35h left

€1,000

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Rakebit Casino Complaints

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Account is blocked with funds confiscated

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On 1 September 2026, I requested permanent account closure because I wanted to prevent myself from returning to gambling. My account was closed following this request.

On 4 September, I explained that I was concerned I might return when tempted. I was told that my account could be reviewed for reopening if I requested it and accepted responsibility.

On 29 September, I explicitly disclosed my gambling problem and again requested permanent self-exclusion. I explained that I needed my account to be made inaccessible so that I could not return when tempted. Despite this, I was initially offered a seven-day break rather than the permanent exclusion I requested. In the end, again, a temporary close, which is reversible. I have proof of clearly multiple times mentioning to fully ban me so I cannot come back regardless of how I try, as due to gambling problems I reach out to chat, and this has affected my health negatively.

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Rakebit's published Terms of Use describe a 24-hour cooling-off period during which gambling should be disabled, as well as a separate account-closure procedure. The terms also list permanent self-exclusion as an available option. I have asked Rakebit to explain which procedure applied to my requests and to provide records showing when my account was restricted, accessible, closed, or reopened.

My transaction records show substantial deposits after my renewed written request on 29 September. My compiled records currently show 6,691.52 USDT in deposits between 1 and 11 October 2026. This is a gross deposit figure, not a claim that the entire amount represents net losses.

I have submitted a formal complaint to Rakebit requesting an investigation, complete transaction and gameplay records, an explanation of how my exclusion requests were handled, and reimbursement of the net losses reasonably attributable to any failure to appropriately implement or maintain the requested exclusion.

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Account blocked money blocked without explaining why

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17.1.1. participating in any type of collusion with other Users;
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17.1.7. using unfair external factors or influences (commonly known as cheating);
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I have absolutely no ideea how they came up with this, since my activity was minimal and I have only deposited 3 times in total. Anyway, sent them 3 email, all that they said is that they cannot disclose the reasen behind the decision that has made and this is permanent and so on. What do you mean? I have the right to know, what Inhave done wrong. I have lost my deposit money, and everything else apparently. I think other players sshould be aware of this Rakebit casino and I hope you will help me to rase some concerns around these people. Thanks

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Failed to self exclude

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I attach all communication with support and VIP here, and screenshot all the money I deposited.

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Instead of restricting my account, I was only directed to complete a gambling-related test, while my account remained fully active and unrestricted.

As a result, I was able to continue depositing and gambling between March 21 and March 25, 2026.

This is a clear failure to apply responsible gambling measures. Once a player declares gambling addiction and requests self-exclusion, the operator must act immediately to prevent further harm.

Allowing continued access and accepting deposits after such a request represents a serious breach of responsible gambling obligations.

I am requesting a full refund of all deposits made between March 21 and March 25, 2026.

I can provide full evidence, including communication records and transaction history. Also i have chats with rakebit support.

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Unpaid Winnings 140000 USD and Account Closure at Rakebit

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Are you familiar with the platform Rakebit?

I previously deposited approximately USD 30,000 on this platform.
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Eventually, my account balance reached approximately USD 140,000. When I attempted to withdraw this amount, the casino began delaying the payment.

Their Telegram support repeatedly told me that my account was “under investigation,” and this lasted for about 10 days.

After that, I received an official email stating that my account was permanently closed due to an alleged violation of their Terms of Use. As a result, USD 140,000 remains locked in my account and cannot be withdrawn.

My final actual balance was approximately USD 140,000. However, the screenshot I was able to save only shows a balance of USD 129,743.13, as I did not expect my account to be permanently locked and therefore did not capture the exact final amount at that moment.

I only played RNG blackjack (computer-dealt blackjack) and did not participate in any live dealer games.

I did use NordVPN to connect through Japan. This was because blackjack was only accessible from certain regions, and the website itself clearly stated that it is “VPN friendly.” I did not attempt to conceal my identity for fraudulent purposes.

Additionally:

I did not create multiple accounts.

I did not engage in collusion.

I did not use third-party software.

I did not participate in any arbitrage group or unfair activity.

I would greatly appreciate any advice on how to proceed in this situation.

Are there any effective complaint channels, regulatory bodies, or public exposure strategies that might help?

If you have any experience or suggestions, I would be sincerely grateful 🙏

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Today, I received an email stating that I may only withdraw my initial deposit of 0.37 BNB, after which my account will be closed for allegedly violating your terms and conditions. Shockingly, no specific explanation or evidence was provided regarding what terms were supposedly breached.

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I deposited using my own funds.
I played fairly and legitimately without using any exploits, third-party software, or other prohibited methods.
I fully adhered to your terms and conditions to the best of my knowledge.
It is deeply concerning that my account is being closed without any transparency or justification, and that my legitimate winnings are being withheld. This treatment feels unjust and undermines trust in your platform.

I am requesting the following immediately:

A detailed explanation specifying which terms and conditions I allegedly violated.
Proof of any misconduct or rule-breaking on my part.
The release of my full winnings of 18,000 USDT, which were earned through fair play.

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Explain why this transaction which clearly indicates 'my address in Rakebit' receiving the funds haven't been credited to my account in Rakebit casino. If these weren't sent to my address which Rakebit is saying then why were these funds sent by Rakebit / their wallet provider to some random address that is not mine?

First Rakebit say I did not deposit and then they change the story all the time. It’s a big joke.

Rakebit has sent my SOL to random address. You can see that in latest transaction my 0.53 SOL was sent out and you can under that transaction that my SOL did arrive.

I have attached a screenshot from my Rakebit casino account where you can see my SOL deposit address.

I have also attached many of their replies indicating the total opposite of the evidence I show.

This is totally wrong and they have stolen my SOL.

If you don't understand krypto I would say this is like they give me bank account details and I send USD to their bankaccount number that I got from them and they say the money has not arrived even though records show they got the USD and in this case they also sent it to some unknown wallet that is not mine.

1) They say they did not get it

2) and they also same time send the SOL away

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