RainBet Casino - プレイヤーの自己排除システムが機能していません。

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Dear Idealvest785xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Need a break? Click the button below to start the automated self-exclusion process. A confirmation email with the next steps will be sent to you shortly.

• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.
• Can you confirm the date and time you attempted to set the self-exclusion after receiving the email?

Thank you very much in advance.

Best regards,

Petra

Thank you for your reply and for providing the previous details, Idealvest785.

• Were there any error messages or issues you encountered while trying to set your self-exclusion?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Idealvest785,

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.

No additional error messages. it was only showing "Self exclusion already activated"

Dear Idealvest785

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 Martin (martin.l@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

Hello Idealvest785,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the RainBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.

Hey,

The user requested self-exclusion on 13th March at 3:50AM UTC. On 14th March at 3:55AM, we sent an email notifying them that the 24-hour cooldown had ended and offering additional self-exclusion options. The user did not select an extended exclusion period until 4:45PM on 14th March.

During the period between 3:55AM and 4:45PM, the account had no active restrictions, as the 24-hour exclusion had expired.

The player was informed of the available options via email but chose to continue playing before selecting an extended exclusion period.

Dear Idealvest785,

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.

Dear casino representative,

thank you for providing us your view of the issue.

At this point, we would like to hear the player's response. However, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Martin

Casino.Guru