Rajabets Casino - Zahtev za samoisključivanje igrača je odložen.

Self exclusion request

I've dropped several emails to self Exclusion from Rajabets site. The first email was sent on 26th March 2025. After few days I didn't get any reply then I had a chat with their live chat they said support team will revert on your email with 24 to 48 hours. I waited for a week but still my account was active on their site. Then after that I had dropped emails after emails and requested support team through emails to deactivate/close my account as I'm not interested in playing and I'm in debt but all my e-mails went unanswered. It's 21st April 2025. It's been 27 days I've been trying to close my account but no action taken yet.

I request casino guru to help me close my account.

Dear rupeshbhosale1991,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

When applying for self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

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

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I'm sorry, but in our view, you are not eligible for refunds of your deposits.

Thank you for your understanding.

Best regards

Veronika

Hi,

I've sent emails to support team multiple times regarding self exclusion due as I'm addicted towards gambling. 1st mail was sent on 26th March 2025 and after that I've sent emails after emails but all went unanswered. I've had chat with live support for numerous times but all I got is they are not authorised to intervene regarding deletion of account.

I have records of all emails I've sent them.

I've sent an email today as per our chat.

I'm frustrated with their support team as they are not concerned about a person's request.

Below is the mail attachment

Dear Veronica,

I've got a reply from Rajabets after your intervention through Casino Guru and I really appreciate you and your team and your site for this.

Below is the reply from Rajabets and also I've attached picture of their mail below

Dear Mr. B***,

Thank you for reaching out.

Please note that account cancellations cannot be processed manually through our system. However, if there is no login activity on your account for a continuous period of three months, the membership will be automatically terminated.

We appreciate your understanding and are here to assist if you have any further questions.

Wishing you a pleasant day ahead.

Warm regards,

Rajabets Support Team

Dear Veronica,

They are stating that wait for 3 months.

How can a gambler who's addicted to gambling can wait for 3 months. Obviously I'm addicted and I'll deposit more and I'll play more that's why I have requested to close my account so that I don't gamble anymore and save whatever I have for my future. The support team stating they don't have rights to close then why on their page where they have stated in responsible gaming that if someone want to close their account due to addiction they can close it through help of support team.

This is completely opposite of what they show.

Dear Veronica,

I need your help to close this account or else I'll go bankrupt 🙏

Thank you very much, rupeshbhosale1991, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello rupeshbhosale1991,

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 Rajabets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

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.

Hi Michal,

One week has gone by and yet no reply and no deactivation of my account. Sad to see that they not bothered to reply you also.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.

Best regards,

Michal V

We’ve reopened this complaint at the request of Rajabets Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear rupeshbhosale1991,

This is the message I have received from the casino:

"Dear All,

We have not received the correct request from the user from his registered contact details.

Regards,

Team Rajabets"

Dear Rajabets Casino,

Do I understand correctly that you are claiming you have not received a proper self-exclusion request from the player?

Dear Michal,

My registered mobile has been blocked due to some technical issues. I had even sent a mail to Rajabets to update my mobile number with selfie holding my documents.

I request Rajabets to call if any query on my updated contact no shared in mail.

I've also dropped a message on WhatsApp. I can be reached there as well.

Attachment of the mail is below.

Dear Rajabets Casino,

Would you be able to give us an update regarding the player's situation regarding their contact details?

Dear All,

The users account is terminated upon request, there is no further action can be taken. Relevant details can be found on https://rajabets1.com/en/pages/terms-and-conditions

Regards,

Team Rajabets

Dear rupeshbhosale1991,

Can you confirm that your account is closed?

Dear Rajabets,

I don't want to deactivate my account and I would like to revive my account so that I can play again.

Apologies for any trouble

Dear rupeshbhosale1991,

I am sorry, but since you have changed your mind, I am forced to close your complaint, due to the fact that the casino had confirmed the closure of your account.

Due to the aforementioned reasons, this complaint will now be rejected. 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.