Beschwerde #38 Rakebit Casino

Failed to self exclude

Von Siw-Hege B.

vor 1 Monat

Since 6. april until 11. April, I tried to close my account because I have gambling problems and I lost too much money. It was really difficult to close my account, support could not close it and two different VIP hosts tried to offer me bonuses, while my account was kept open so I could lose more money. This is a serious breach of responsible gambling at a casino, I want the money I deposited between 6.-11.April refunded! I deposited a total of 2300 EURO in the time after I demanded my account to be closed!

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

Unseriöses Casino Rakebit Casino

Betrag €2300

Diskussion

AskGamblers

• Support Team

vor 3 Wochen

Dear all,

After careful consideration and evaluation of the situation at hand, and taking into account the significant duration of time that needed for the casino's investigation, the AskGamblers Complaint Team had no other choice but to close the complaint as Unresolved.

We do, however, recommend Rakebit Casino to request a reopening of the complaint, once the investigation has been concluded.

Rakebit Casino

• Representative

vor 3 Wochen

Dear AskGamblers Team,

Thank you for your follow-up.

There are no new updates at this time. As previously mentioned, the case is currently undergoing a formal evaluation by our Compliance Department. This is a mandatory and thorough procedure that takes between 3 to 6 months to complete.

The player has been informed of this timeline, and the case remains active on our end. We will provide a definitive update as soon as the review reaches its conclusion.

Best regards,
The Rakebit Team

AskGamblers

• Support Team

vor 3 Wochen

Dear Rakebit Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Rakebit Casino

• Representative

vor 3 Wochen

Dear SIW82,

To clarify the timeline mentioned: the 3–6 week period previously discussed referred specifically to the verification (KYC) stage of your account. We are pleased to confirm that this stage has been successfully completed.

Now that your verification is passed, your refund request has moved to the next stage of review. As this involves a detailed financial evaluation by our Compliance Department, this specific process takes between 3 to 6 months to reach a final conclusion.

There are no delays; your case is simply moving through the standard phases of our internal protocol. We appreciate your patience while this ongoing review continues.

Best regards,
The Rakebit Team

Rakebit Casino Beschwerde-Statistik

Gelöst 6 / 8

Durchschn. Betrag $19,475

Durchschn. Dauer N/A

Durchschn. Antwortzeit N/A

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