RakeBit Casino - プレイヤーのアカウントが理由なく閉鎖されました。

I opened an account at the casino.

I deposited 700 TRX.

I placed approximately 10 bets and won around 1400 TRX (I can't access the account, so I'm not sure of these amounts).

I received an email stating that my account was closed without any explanation.

They're allowing me to withdraw up to 700 TRX (the same amount I deposited), but they're keeping all my winnings.

I've never had an account at this casino before.

I haven't used any software cheats or anything like that.

I can't find a reason why they would consider me a scammer or why they would want to close my account and keep my winnings.

I've sent emails and received no replies, and the chat support isn't helping either.

They explicitly stated that they won't give me any concrete reason.

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 borjaP,

Thank you very much for submitting your complaint. I’m sorry to hear about your account being closed and your winnings being withheld without a clear explanation.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Could you please confirm which types of games you played (e.g. slots, live casino, sports betting, etc.)?
• Were you using only your own funds, or was any bonus involved at any point?
• Did the casino request any verification (KYC) documents before or after closing your account? If yes, did you submit them?
• Could you please confirm whether the 700 TRX (your deposit) has already been withdrawn, or is it still pending?

Thank you also for already sharing your communication with the casino — that is very helpful. If you have any additional evidence (such as game history, transaction records, or further replies), please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Sport betting

I dont used a bono or similar.

My deposit (700 trx) they send me, and complete the transaction.

NO KYC request.

They insist on NO send me any info about the account close.

then I cant know, and I cant defend.

Hi borjaP,

Thank you for your reply and for clarifying the details.

I would like to inform you that, unfortunately, we do not normally handle complaints related to sports betting, as these cases fall outside the scope of our dispute resolution service.

However, in your particular case, since the casino has not provided any clear explanation regarding the account closure and confiscation of your winnings, we find this situation concerning. Transparency is a key part of fair treatment, and players should always be informed about the reasons behind such actions.

Before we proceed and contact the casino, I would just like to make sure that I have understood your situation correctly:

• The casino allowed you to withdraw only your original deposit and you have already successfully received this 700 TRX.

Could you please confirm if the above is correct?

Once confirmed, we will proceed with contacting the casino to request clarification regarding:

• the reason for closing your account, and
• the justification for confiscating your winnings.

Please understand that, given the nature of sports betting cases, our ability to influence the outcome may be limited. However, we will do our best to obtain a clear response from the casino.

Thank you very much in advance for your confirmation. I will be waiting for your reply.

I confirm, received this 700 TRX, but not the profits.

I understand you dont work on sport betting, but in my opinion, this is not about Sport betting.

Dear borjaP,

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, Barbora (barbora.p@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.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite RakeBit Casino representative to join this conversation.

Dear RakeBit Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

We kindly ask for additional time to review this case. We are currently looking into all the circumstances and will provide a full response as soon as possible.

Thank you for your patience and understanding.

Rakebit Team

Rakebit is lying. They assured me they had completed their investigation and were completely confident I had violated their rules.

Now they say they have to investigate?

So they closed my account without any prior investigation?

It's clear who's committing fraud here.

Dear RakeBit Team,

Thank you for your previous message.

We are currently awaiting your detailed response regarding this case. Please provide an update once your review has been completed.

Thank you in advance for your cooperation.

Dear Barbora,

We have provided the requested clarification along with supporting evidence via email to barbora.p@casino.guru

.

Please kindly check and let us know if any additional information is required.

Kind regards,

Rakebit Team

Dear borjaP,

Thank you for your patience.

I would like to inform you that I have contacted you via email with a request for additional clarification regarding your gameplay. Once I receive your reply, we will be able to proceed further with the review of your case.

Thank you in advance for your cooperation.

I send the email with answer

Dear borjaP,

Thank you very much for your reply and for clarifying that you played only sports betting and that all your winnings originated exclusively from sports betting.

After carefully reviewing your response, I regret to inform you that we will have to reject your complaint. As previously mentioned, our dispute resolution service generally does not handle cases related solely to sports betting, as these fall outside the scope of our mediation.

I completely understand that this is not the outcome you were hoping for, and I am truly sorry that we are unable to assist you further in this matter. I realize this situation may feel frustrating, especially when winnings are involved, and I sincerely appreciate your cooperation throughout the process.

Since the casino does not clearly display licensing information in the footer of its website, I recommend trying to contact the Anjouan Gaming Authority using their contact form:

https://anjouangaming.com/contact/

Even though this page is not specifically designed specifically for dispute submissions, regulators often have additional tools and authority to assist players in such cases, so it may still be worthwhile to reach out to them.

For general guidance on how to communicate effectively with regulators, you may find useful information here:

https://casino.guru/submitting-complaints-to-regulators

If you need help preparing your message to the authority or receive any response from them, please feel free to contact me via email at barbora.p@casino.guru.

I am truly sorry that we could not achieve a more favorable resolution in this case.

Best regards,

Barbora