RainBet Casino - Igrački nalog ostaje otvoren uprkos zahtevima za samoisključenje.

I created an account on rain bet and right when I tried to deposit they mentioned something to me how I am self excluded on a sister casino who they are linked to or something like that and that was it, they didn’t say I wasn’t aloud to play or not so I’m not sure what that message was, I then go on to be able to deposit and play on there casino and I loose money right away, I request permanent self exclusion multiple times and they don’t close my account, I stated to them that I’m an addict and want my account closed and they litterally don’t respond. So I continue to play and loose more and more and asked multiple times and they never did anything. Eventually they closed it after loosing 10k probably no withdrawls ever no wins at all. So then a couple days after that I go on and create a new account verified my self with all the same id I used to verify my other account that is permanently self excluded and they allow me to play and exact same thing I litterally told them I was self excluded on there casino on another account and they didn’t do a thing, I loose another 10k after asking probably 10 times to be self excluded permanently again and remind them I already am and after loosing and not touching the casino for a couple days they finally do it and completely block me from all access to the accounts, again never withdrew any money or had any wins. I have contacted them for 8 months straight about this probably 100 emails to all of there emails and even reached out to there license holder to complain and nothing.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Are any of your accounts in the casino currently open?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the earliest message sent to the casino to inform them of your gambling issues from each email address used to open an account in the casino with timestamps, to my email at tomas@casino.guru
• Was personal information filled out in your player's profile in each of your accounts? Were you asked to complete KYC verification in any of the accounts you opened?
• Have you asked the casino for a refund already? Have you received any response?

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RainBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas