RainBet Casino - 閉鎖リクエストにもかかわらず、プレイヤーのアカウントは開いたままです。

Asked rainbet to close my account on 11th march due to gambling issues. This was via email. Received nothing back and account is still open. Have deposited roughly £1000-1500 since then. Asked again on 17th march. Still no action taken. I want the account closed and deposits after the 11th march refunded.

I spoke on live chat and they said the cannot close my account and that I have to self exclude myself, which is a only a 24hr self exclusion. Which isn't good enough for someone with issues like me. They should have a duty of care to protect vulnerable customers. I feel they are taking advantage

Dear Woolysheep,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. To better understand your situation, could you please clarify the following:

• Have you received a response to any of the emails you sent to the casino since March 11?
• Have you previously communicated with customer support via email?
• Did you follow the self-exclusion procedure as advised by the live chat casino agent?
• Have you completed the full KYC verification process?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

No I have not received any response to my emails. I have sent 5 emails all without response.

There was no communication before the 11th.

Yes I followed the self exclusion process but it's only for a 24hrs cool down period and as a addictive gambler I'm gambling again after that time.. there is no option to close the account. This process only restricts.

No kyc has been performed

Hey just checking we are still connected 😁

Thank you very much, Woolysheep, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Thank you veronika

Hello Woolysheep, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of RainBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

My issue is that I asked to be permanently self excluded due to gambling issues. I sent a number of emails with no response. Since my initial request I have obviously deposited much more money which would of been prevented if they acted promptly and swiftly like many other casinos have done. When I received no response I then asked live chat to close my account permanently, but was told I had to self exclude myself which when you do, you then have to confirm it in your email.

This is for 24hrs only then your account is back open to use unless you reconfirm a longer period after that, and even then their is no option for permanent closure. As a addictive gambler after this 24hr period my impulse is to gamble again. There are too many processes to go through, that any gambling addicted wouldn't follow through with it.

There was no duty of care for my request therefore I want funds deposited after my initial closure request refunded.

They do not take responsible gambling seriously.

Please see all my attempts to close my account above. And to not even have a response. I was desperate to close it

6.11. Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

I followed this procedure and was told I couldn't close it.

Thank you very much fo the additional information! Hopefully we'll get the casino statement soon, and will be able to move forward.

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.

Unfortunately it's looking unlikely they will respond.. which is very disappointing, especially from a reputable company.

I have tried to messaged the affiliate manager via Skype. Hopefully the casino will reply.

Hey Woolysheep,

Apologies for the late reply.

Our self-exclusion process offers several time-frame options, but users must first go through a 24-hour cooldown. This cooldown must be requested via our website and then confirmed via email.

The 24-hour cooldown email includes a notice stating that, after the cooldown period, another email will follow with the available self-exclusion durations.

Please note that exclusions are not handled via live chat. By playing at Rainbet, users automatically agree to our Terms of Service. Section 6.9 specifically outlines the steps required to request account exclusion.

Best Regards,

Guilherme

Thank you for the reply, Guilherme, much appreciated. :)

While I agree that live chat in Rainbet is not handling the self-exclusion, the player also e-mailed the casino on 11th March asking for an account closure due to the gambling addiction. According to the term 6.11:

6.11 Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

Which is exactly what the player did. It looks like both options are viable for account closure. Alternatively, the player should have been advised the proper steps if this is no longer applicable, which also did not happen. Can you look into this for us, please?

The player contacted us via email, and we responded by directing them to our self-exclusion page. The player did not reply to our response.

I contacted you by email but had no response from the multiple emails I sent. So that's incorrect.

The only response I received was later on when I contacted live chat desperate. because if you check I attempted the self exclusion process my self but as someone with gambling issues after the 24hrs I'm gambling again.. hence why I sent multiple emails and asked live chat to close my account for me.

If someone asks to close the account due to addiction, you should act. Because it's highly unlikely they will follow through with the exclusion procedure themselves.. it's taking advantage of vulnerable gamblers.

6.11 Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

I followed this term and was let down. I asked to CLOSE.

Not self exclude!? which temporarily restricts the account if I do go through with it that way.. the account is still accessible and available in

the future.

Just to clarify Matej.

Iv just noticed.

They did respond once after my second email. with just a link which takes you to the same self exclusion page. From there it's down to me again to TEMPORARILY EXCLUDE. I asked for closure. There was no option to close it like the terms states.

Both options don't offer account closure.

The self exclusion only offers restriction for a specific time.

That's why I tried to follow the 6.11 term to permanent close it so I never go back to it.

I eventually did finally manage to follow through the self exclude, weeks after my first close request and multiple 24hr cool down attempts. which was extremely difficult for me to follow through with. but the damage was already done. Even now the longest I could exclude for is until June 19th then my account is active again. Highly likely I'll gamble again. I can actually still access the account but obviously can't gamble until June.

I can actually still play the demo versions on the site. I know it's not real money but as someone who is battling addiction, this is not ideal.

Update...

So upon checking my account is now locked from 14/15th April. I can't access it now which is good.

So this response I received from your live chat was a total lie (see attached)

Also you had the power all along to close my account. So When I stated I had gambling issues this should of been done.

I have been let down badly.

I want my deposits refunded

Thank you both for the provided additional details.

After re-reading the self-exclusion terms and overall T&Cs, I believe the current system for self-exclusion is extremely ineffective and not realistic.

I am still unable to comprehend the 24 hour cooldown period. For account re-opening or increasing some of the account limitations it makes sense, but why does someone with a gambling problem has to wait 24 hours and then once again confirm the request? I believe this is unreasonable and very anti-customer procedure. Could you please give me an explanation how it is supposed to work and why is there such overly-complicated procedure in place at all?

Given the mood swings and erratic behaviour of gambling addicts, we believe that self-exclusion should be always taken with the utmost care and treated as a high priority. These requests needs to be as easy as possible to request by the players, and promptly fulfilled on the casino side.

Maybe I just missed something, but so far it seems that the player requested account closure as per the term 6.11 - which is one of the two options for account closure provided by the casino. This happened first on 11th March, then also on 17th March. The account has been closed around 14th April and unless some new evidence comes to light, I believe the player should be refunded all the deposits (minus any winnings and withdrawals) since mid March until the actual closure.

Our self-exclusion system is fully operational and designed to be efficient. When a user chooses to self-exclude, they are automatically excluded for 24 hours. After that period, they receive an email allowing them to select a longer exclusion duration if they wish.

In this case, the user chose to self-exclude on the following dates:

2025-03-11 13:39 → 2025-03-12 13:02

2025-03-14 22:13 → 2025-03-15 22:46

2025-03-17 12:33:47 → 2025-03-18 12:34:20

2025-03-19 13:01:11 → 2025-03-20 13:01:43

2025-03-20 13:02:01 → 2025-06-18 23:24:08

Each time, the user was given the option to extend their exclusion to a much longer period, but chose not to until the final instance.

While we remain committed to supporting responsible gambling and have systems in place to assist with this, users also share responsibility in taking appropriate action for their well-being.

As per our policy, we do not offer refunds on bets.

That process allows user to implement a 24hr cool down. Then extended if they want to.

Let me talk you through the steps

1. Click the self exclusion button on your site

2. Click the link in the email to confirm the 24hr cool down

3. After the 24hr cool down. Account is back open. So you have to click the link in the email to extend

4. You then go to the website and Choose how long for. The maximum being 3 months I think.

That's 4 steps and over 24hrs. It's not sustainable for people with gambling problems.

If you check my records I attempted this process 4 times in 8 days. Every time after the 24hrs I gambled again. Once you gamble again you have to start the process again.

That's on top of emails I sent. I was clearly desperate to close it and stop.

I asked to close my account not temporarily restrict it.. I followed the procedure to CLOSE.

Can you explain why your live chat said they cannot close the account, but then you had no problems shutting it down just now?

I really don't think you do take responsible gambling seriously!!

For your information I requested refunds 7 days after my first closure request. Because my account was still open. I never requested refunds on my initial closure request.

I sent 5 emails and a live chat.. yet they was all missed??

??

Take some responsibility will you!

6.11 Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

I wished to close my account.....

Not exclude myself for a temporary amount of time.

That process isn't sustainable for addicted gamblers.. they are highly likely not to follow through all the steps, as you can clearly see in my case...

Even when I did follow through my account would of been back open on june 19th.... What then??? Another email to extend? Start process again???

I needed my account fully closed to protect myself and to stop me spending funds I didn't have.

Your process is flawed and you don't understand anything about addiction. You don't care about responsible gambling.

All you care about is lining your pockets at the expense of people like me.

You say you have SYSTEMS in place.... No you don't!! You have 1 system which doesn't even fully close the account.

Dear RainBet Casino,

I have created an account myself, just to try out the self-exclusion system. After giving it a go, I can confirm this is not only anti-consumer system, it is quite predatory towards the gambling addicted players.

We believe that the self-exclusion should be as easy as possible, and without any hurdles to overcome. With your system, player has to not only wait 24 hours "to confirm" the self-exclusion, he has to even log back into the account, where it is easily possible to either self-exclude, or just deposit and play further. If this was a normal account closure process, I would still consider it unhealthy, but since we are talking about gambling addiction, unfortunately I can't accept this system as efficient.

So far, I have never seen this system in any other casino. Usually players have to wait through the 24 hours cool off period if they want to lift restrictions or increase limits (which makes sense), not the other way round.

Also, even if we skipped the whole system and focused on the term 6.11 allowing the players to close their accounts by sending the e-mail to the support team, this has been mishandled as well and the casino did not adhere to their own T&C.

In light of these points, would you please close the account permanently, without the option for re-opening? And would you consider refunding the player?

Dear Matej,

While the email process can be slow at times, we’ve put an automatic self-exclusion system in place to help users take a break whenever they need. There is no 24-hour wait to "confirm" a self-exclusion. The first step is a 24-hour exclusion itself. This is intentional and ensures users are making a considered decision, not one driven by a moment of temporary frustration.

That said, we understand the concern you’ve raised and we’ll review the process internally.

As for refunds, our policy is clear. Once bets are placed, they are final, whether it’s a win or a loss. That policy stands. We wouldn’t have stopped him from cashing out a win just because he didn’t self-exclude for longer. The same applies in the other direction.

We take responsible gambling seriously, but it’s a two-way street. The user has to take some responsibility too. including choosing a longer exclusion period if that’s what’s needed. No refunds will be issued.

Thank you,

RainBet Team

For your information I did take responsibility. I took responsible steps to ask for my account to be closed as per term 6.11. oh and by the way you haven't seemed to comment on this term????

When you failed my account closure requests through email and live chat. I excluded multiple times in the purpose of extending. Unfortunately my habits got the better of me and I didn't follow through with it. I don't think your clued up on gambling addiction and how it can affect people... The temptation was there after the 24hrs and I took the bait..

Iv had to do this process with multiple casinos and my account is fully closed within minutes by just emailing.

The live chat said it wasn't possible to close my account but yet you have managed to close it no problem.

What responsibility have

you took???

Thank you for the detailed explanation, RainBet Team, much appreciated. Unfortunately, it seems like we have reached an impasse with this case.

While the email process can be slow at times, we’ve put an automatic self-exclusion system in place to help users take a break whenever they need. There is no 24-hour wait to "confirm" a self-exclusion. The first step is a 24-hour exclusion itself. This is intentional and ensures users are making a considered decision, not one driven by a moment of temporary frustration.

I understand that the casino needs to be safe against players who wants to close their account after a hefty loss, or in a heat of the moment, then re-open it few days later, causing a lot of issues and unnecessary administrative work for the casino. But in case of gambling addiction, this is very unfriendly system. Mainly because within said time the player can easily relapse and instead of further exclusion, deposit and play instead. While this system protects the casino against moody players, it is making it extremely hard for gambling addicts to stop themselves from further losses.

After trying the system myself - and being forced to re-log into my still active account after the 24 hours cool off period - I can also say that this is very dangerous for a gambling addict, as nothing in the account has been deactivated and I could deposit and play as easily as going straight for the self-exclusion option.

2025-03-11 13:39 → 2025-03-12 13:02

2025-03-14 22:13 → 2025-03-15 22:46

2025-03-17 12:33:47 → 2025-03-18 12:34:20

2025-03-19 13:01:11 → 2025-03-20 13:01:43

2025-03-20 13:02:01 → 2025-06-18 23:24:08

To us, this is a clear sign of a player struggling with the self-exclusion system. If there was only one or two tries, I would be inclined to agree that the player has not put reasonable effort into the self-exclusion process. But 5 failed attempts are way too many to ignore. Unfortunately, where you see someone self-excluding themselves for 24 hours only then coming back to play as a regular guest, we see a gambling addict trying to self-exclude, but being unable to do so due to the unintuitive system.

As for refunds, our policy is clear. Once bets are placed, they are final, whether it’s a win or a loss. That policy stands. We wouldn’t have stopped him from cashing out a win just because he didn’t self-exclude for longer. The same applies in the other direction.

This is another conflicting point, as gambling addicts are not able to resist and simply stop depositing/playing. Therefore if the account has not been closed after a reasonable period of time that is set in the casino's T&C, the deposits should be refunded in full - however - minus any withdrawals and winnings that happened in between. The player should have been blocked by that time, unable to play, therefore also unable to deposit money as well as to cash in any winnings.

6.11 Should you wish to close your account with us, please send an email from your Registered Email Address to our Customer Support Department via the links on the Website.

The player has even followed this casino term, and sent an account closure request on 11th March. Instead of closing the account, the player was told by the support to use the in-account system. Even by this standard, the account should have been closed within next few days. This did not happen and the actual closure happened only a month later, which is the reason why we are asking for the refund of deposits made between 14th March until the account closure on 14th April. Although you have clearly stated that no refunds are possible, so I will respect your decision, if there is nothing that can be done to change your opinion.

We take responsible gambling seriously, but it’s a two-way street. The user has to take some responsibility too. including choosing a longer exclusion period if that’s what’s needed. No refunds will be issued.

I agree that some responsibility needs to be placed on the players as well, and the casino needs to be protected against moody players and free betters trying to abuse the responsible gambling policies for risk-free play. But in this case, we believe the player did everything he could to self-exclude himself from the Rainbet Casino, but due to the system hurdles and casino not adhering to their own Terms & Conditions (6.11) he was unable to do so.

To close this off: If Rainbet Casino believes the procedure on their end is correct, no errors happened and there is no room for further discussion - or even negotiating at least a partial refund - I believe there is no point in keeping the complaint opened any further. As such, we will close this case as 'unresolved' on our end, which will impact the casino safety rating, and I could only recommend Woolysheep to raise the issue with the Anjouan Gaming Authority. I'll wait for the RainBet Team's reply to give them a chance to address this post. But at this point I do not believe we will find a common ground, as our view points are too far away on the opposite sides of the spectrum.

Thank you for all your support Matej.. very disappointed in rainbets attitude towards this. I will proceed a complaint with Anjouan Gaming Authority once the complaint is unresolved.

Well, I am quite unhappy about the result myself, but unfortunately there is nothing we can do. Technically, casino has still 3 more days to respond and I have messaged the affiliates to let them know they can add some more information if they wish so. But if there is nothing to reconsider on their side, then this case is already done. In the meantime, I will check the Anjouan's complaint policy and either once the timer runs off - or if the casino confirms this is their final decision - I will provide further details for you.

Much appreciated 👍

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.

I have contacted the casino affiliate myself, and he has confirmed that there is nothing left to discuss - the casino claims their actions are justified and correct, and they are not going to reconsider any point of this complaint. We respect their decision and as such I am closing this complaint as 'unresolved'.

Dear Woolysheep, I understand this isn't a satisfactory solution to your issue whatsoever. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If Rainbet casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. To lodge a complaint, please click the logo of the Authority displayed on the bottom right part of the casino's site. The license validator should be opened in the new browser tab, then scroll down and click the "File a Complaint" button, then fil out the form. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). However, since the Anjouan licence does not cover United Kingdom, I am not too sure how the authority will react. I am sorry I could not be of more help on this occasion. :(

Best regards,

Matej