RakeBit Casino - Račun igrača je zatvoren, a sredstva su konfiskovana.

Hello,

I would like to submit a complaint against Rakebit Casino regarding the unjustified suspension of my account and confiscation of my funds.

I strongly deny any allegations of fraudulent activity. I have never engaged in multi-accounting, collusion, use of prohibited software, or any other behavior that would violate the casino’s Terms of Use.

However, my account was suddenly suspended, and my remaining balance of $1,000 was confiscated without any clear explanation or evidence.

When I contacted the casino, I received only generic responses referring to their anti-fraud policy (Section 17.1), but no specific details were provided about what I allegedly did wrong. Even after I formally requested clarification and evidence, the casino refused to provide any meaningful response and simply stated that their decision is "final" and the case is "closed."

This is extremely concerning, as it means the casino can accuse a player of fraud without providing any proof and use that as a justification to withhold funds.

I am fully willing to cooperate and provide any information necessary to prove that I did not violate any rules. However, the casino has made no effort to engage in a fair or transparent investigation.

Additionally, I would like to mention that prior to the account suspension, my balance had already been reduced from approximately $7,400 to $1,000 due to a supposed maximum cashout limit. After reviewing the bonus terms and conditions, I could not find any clear statement about such a limitation. The support team claimed that this rule is "self-evident," which I strongly disagree with, as such a restriction must be explicitly stated.

However, my main concern remains the unjustified account suspension and confiscation of my remaining balance.

To summarize:

My account was suspended without clear justification

No specific evidence of any wrongdoing has been provided

My remaining balance of $1,000 has been confiscated

The casino refuses to provide transparency or engage further

I kindly ask Casino Guru to assist in this matter and request that the casino provide concrete evidence supporting their accusations or release my funds.

Thank you for your assistance.

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.

Dear kai9nn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Rakebit Casino regarding the suspension of your account and the confiscation of your funds.

To better understand and investigate your situation, could you please provide the following details:

• When did you receive the notification of your account suspension?
• Did you receive any specific allegations or reasons for the suspension other than the generic response mentioned?
• Have you received any additional information about the supposed maximum cash-out limit beyond what you have already mentioned?

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

Best regards,

Petra

Thank you for your reply and for providing the previous details, kai9nn.

• Could you please advise which games you focused on (e.g., slots, live casino, sports betting, etc.)?
• Could you please provide a link or screenshot of the bonus that was granted to you?
• Could you please confirm whether you accumulated your winnings with or without an active bonus?
• Could you provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Thank you for your reply and for providing the previous details, kai9nn.

• Did you pass the verification before you lost access to the account?
• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

Thank you again for your cooperation.

Thank you for your reply and for providing the previous details, Kai9nn.

• I understand that your account has already been blocked, but is there any chance you could provide your game and betting history, if possible?
• Do you have any additional evidence that could support your claim?

You can send all relevant documents to: petra.h@casino.guru, or you may upload screenshots directly to the thread.

Thank you again for your cooperation.

Dear kai9nn

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RakeBit Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RakeBit Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Greetings,

Thank you for bringing this case to our attention. We have acknowledged the complaint and are fully prepared to cooperate with the investigation.

To protect the player's sensitive information and maintain data confidentiality, we are sending the detailed evidence regarding this account directly to your email (romana.r@casino.guru).

We look forward to resolving this matter through the proper channels.

Best regards,

The Rakebit Team

Thank you, RakeBit Casino, for your email.

Please reply to the email I have sent you.

Thank you.

Regards,

Romi

Dear Romi,

Thank you for your message.

Regarding your request, we have not yet received a response to the email we sent to you containing the detailed evidence.

Could you please confirm if romana.r@casino.guru is the correct address to reach you? Additionally, please feel free to reply directly to our previous email or provide your answer within this thread so we can ensure the information has been successfully received.

We look forward to your confirmation to proceed with the case.

Best regards,

The Rakebit Team

Thank you, dear RakeBit Casino, for all the information provided.

Dear user,

After careful consideration of the evidence presented by the casino, we regret to inform you that we are unable to uphold your complaint. It is a standard policy across most online casinos to prohibit the creation of multiple accounts. This important rule is clearly outlined in the terms and conditions of the casino and represents a significant violation when disregarded by players.

If you wish to utilize our complaint resolution center in the future, we kindly ask that you adhere to the terms and conditions established by each online casino.

Respectfully,

Romi