RainBet Casino - プレイヤーのアカウントが自己排除の問題に巻き込まれています。

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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 the accounts in the casino you listed accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@rainbet.com, and at the same time, include me in the copy of the email to tomas@casino.guru

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: (every email address you used for registrations)

"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

Are any of the accounts in the casino you listed accessible to you? No

Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru

i will email you soon Tomas the screenshots, I am in hospital getting help at the moment and don’t have a whole lot of time but will soon

When was the last time the casino allowed you to deposit? Yesterday

Has the casino responded to your refund request already? What did the casino reply?

they denied my request and said they do not check IPs and don’t ban IPs

despite signing up using the same information

name

address

date of birth

same Ip address

i am crying from this misery it’s caused me

im only looking for my refund to get help. Pay my debts, get help and recovery to get counselling and therapy costs using the refund from the deposits made on those accounts that shouldn’t of been allowed in the first place if they had a better responsible gambling system. 888 casino , stake casino etc all cross verify any new accounts or IP addresses to ensure self excluded players cannot rejoin. It’s a problem for sure they should circumvent,

what is the point having a self exclusion option on a site if you can rejoin so easily? Using the same details . Even on one account being fully KYC verified and the other accounts the same, no vpn or anything. Using the same IP . I will send screenshots soon of correspondence

I even ask you to reach out to the casino, and ask for the ip address of each account I guarantee you it’s the same one

I am requesting for the casino to respond to this, I’ve emailed them and they have actually ignored my emails

I will be contacting the Anjoan Gaming regulator is well if this matter is not resolved

I am sorry to hear that.

If you have any supporting evidence regarding previous self-exclusions on your accounts in the casino and any communication where you declared your gambling issues to the casino, please share it with me.

So far, I haven't received any emails from you from the associated email addresses you mentioned in your complaint. We can only ask the casino to react after the initial phase of gathering information or evidence.

If you need more time to provide the evidence, please let me know.

My email is tomas@casino.guru

Looking forward to your reply.

Hi Tomas my apologies for the late response, Rainbet have went cold contact on me and are literally not responding to any of my emails, I am trying to request chat transcripts off them for each account, I am 100% in saying I told the support team in chat of my gambling problems and my suffering and on each account I was immediately blocked.

I am trying to find these chat transcripts but rainbet has become cold contact and will not send me the chat transcripts for you to see these requests and conversations about exclusion and suffering from gambling, I ask you Tomas to please intervene and request rainbets presence, they are not replying to me at all.

I even tried reaching out to the manager Guglio, who is not responding to me either.

But I suffered heavily, I believe strongly with IP addresses and using same KYC level one information that I should of been prevented from making subsequent accounts,

there seems to be no measure implemented like this. And because of it I have suffered and lost €2000 because of this. I am not requesting all my deposits to be refunded

i am requesting the 3 accounts after my first account to be refunded which equals to around €2000.

because it’s fair and I did exclude on the first account but being refunded for the 3 other accounts is accountable

I am currently homeless is well. So replying on time is quite difficult, my life has fallen apart

If rainbet checks. They can see each account under the same IPs

We regret that we are unable to assist you without evidence in your difficult situation.

In matters concerning self-exclusion and refund requests for funds expended on gambling, our policy mandates that we obtain evidence from the player to effectively pursue the case. Without such evidence, we unfortunately find ourselves limited in our ability to engage with the casino on your behalf.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.