RakeBit Casino - Аккаунт игрока был неожиданно закрыт.

I registered in early June and have been playing ever since.

I played video slots and won about $8,000.

I still had the bonus part left, so I just played it.

Finally, I had about $4,000 left and tried to withdraw it, but my account was suddenly blocked and closed.

I asked for the reason but they wouldn't tell me and I couldn't accept it, so I decided to consult you.

6月の初旬に登録してそのままプレイしていたのですが、

ビデオスロットをプレイして8000$程になり

ボーナスの部分をが残っていたのでそのまま遊んで

最後に4000$程残り出金しようと思ったのですが、急にアカウントがブロックされて閉鎖されました。

理由を聞いても教えてもらえず納得もできないので今回相談させて頂きました。

Dear mori77mori,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with RakeBit Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify the bonus you were playing with? Can you please share a link for the bonus or a promotional email with the bonus description? 
• Did you pass the verification before you lost access to the account?  
• What was the reason given by the casino for blocking your account?

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

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Could you please tell us more about the bonus you received? Can you provide us with a link to the bonus or a promotional email with a description of the bonus?

Did you pass verification before losing access to your account?

Why did the casino block your account?

1. First deposit bonus of 100%

2.https://rakebit.com/ja/promotions/special/first_welcome_offer/

3. No matter where I asked, I couldn't find out the reason.

ご利用いただいたボーナスについて、具体的に教えていただけますか？ボーナスのリンク、またはボーナスの説明が記載されたプロモーションメールを教えていただけますか？

アカウントへのアクセスを失う前に検証に合格しましたか?

カジノがあなたのアカウントをブロックした理由は何ですか?

1.初回100%入金ボーナス

2.https://rakebit.com/ja/promotions/special/first_welcome_offer/

3.どこに聞いても理由は教えてもらえなかったです

Thank you very much for your reply, mori77mori. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear mori77mori,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Submitted by email

メールにて提出しました

Thank you very much, mori77mori, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello mori77mori,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite RakeBit Casino to join the conversation.

Dear RakeBit Casino,

Can you please explain the reasons why the player's account has been closed without a reasonable explanation? The "administration's decision" reasoning falls short of the transparent communication we expect from reputable casinos.

If there are any factors influencing the situation that are not suitable for public disclosure, kindly send them along with any relevant evidence to my email at [email protected].

Dear Michal & Mori77mori,

Thank you for drawing our attention to this situation.

We would like to clarify that according to our terms and conditions, we have the right to block a player's account and write off winnings that were obtained by unfair play if we suspect that the player has not played fair. When registering, the player confirms that he or she agrees to these rules, and in the case of the player, we have noticed suspicious play and have taken action.

I also quote the clause of the terms and conditions below:

Rakebit.com has a strict anti-fraud policy. If TECH GROUP BL LIMITADA has reasonable grounds to believe that the User has participated in or has been connected with any form of fraudulent activity (on the basis of anti-fraud, anti-cheating, and collusion detection practices used by TECH GROUP BL LIMITADA as well as its gaming partners and other suppliers which are commonly used in the gambling and gaming industry) including, but not limited to:

a. participating in any type of collusion with other Users;

b. development of strategies aimed at obtaining unfair winnings;

c. fraudulent actions against TECH GROUP BL LIMITADA or its payment providers;

d. creating two or more accounts;

e. using unfair external factors or influences (commonly known as cheating);

In case of reveal one or several such actions on the part of the User or other similar actions, Rakebit.com reserves the right to cancel the user account and suspend all payouts to the User. This decision is at sole discretion of Rakebit.com and the User will not be notified or informed of the reasons of such actions. Rakebit.com also reserves the right to inform the regulatory bodies of the User’s jurisdiction of such fraudulent actions performed by the User.

Thank you for your assistance and cooperation in this matter.

Kind regards,

RakeBit Casino

Thank you for your more detailed response, RakeBit Casino.

Kindly provide me with the evidence that substantiates the claimed violations of your terms and conditions for which the player is being accused. You may send the information to my email at [email protected].

Thank you in advance.

Dear Michal,

Thank you for your patience and understanding!

We have provided all the required information and confirmations to the email address you supplied. Please check your inbox to ensure receipt. Should you have any questions or require further assistance, please do not hesitate to contact us.

We look forward to your decision in this case.

Best wishes,

RakeBit Casino

Thank you for the information and evidence provided, RakeBit Casino Team.

Dear mori77mori,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked by the same IP address, using the same payment method in related accounts, and claiming the same bonuses, which cannot be considered as mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned above.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru