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Hello,

I have multiple accounts at this casino, and several of them have already been blocked due to gambling addiction. I went into live chat and explained my gambling addiction problem, but they kept trying to redirect me to the 24-hour blocking page. I kept telling the employee that they would be breaking the law if they didn't block my account now. Rainbet subsequently blocked my account every time, but I can now register and play again with the same details without any problems. This casino is clearly violating applicable laws, and I'm demanding a refund of my deposits from yesterday and today.

Hallo,

ich habe mehre Accounts bei diesem Casino und mehre davon sind bereits gesperrt wegen spielsucht ich bin in den Live Chat gegangen und habe dort mein spielsucht Problem erklärt und man hatte immer versucht mich auf die 24 Stunden Sperr Seite weiterzuleiten ich habe den Mitarbeiter immer gesagt das er gegen Gesetze verstößt wenn er mein Konto jetzt nicht sperrt. Daraufhin wurde mein Konto immer seitens rainbet gesperrt ich kann aber ohne Probleme mit dem selben Daten wieder mich registrieren und spielen. Dieses Casino verstößt ganz klar gegen geltende Gesetze und ich forde meine Einzahlung von gestern und heute zurück.

Dear Kevbo1337,  

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

• Please specify when you contacted the casino support for the first time to inform them about your gambling addiction. Have they acknowledged your requests?  
• When did you create your latest account? Is it open at the moment?
• Were you able to open new accounts using the same details (e.g. email, name, address, DOB, mobile phone)?
• Would you be so kind as to forward me the self-exclusion requests that you sent to the casino together with all the relevant communication between you and the support? My email address is natalia.b@casino.guru. 

If your account is still open, please follow this guideline: when applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

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,

Natalia

Hello, two accounts are no longer active and I no longer have access to them; the accounts have been blocked. I told the live chat member very clearly that I have a gambling addiction and they told me I should do the 24-hour block. I just said no and told them that he was breaking the rules and then my accounts were blocked. Today I played again with the account that is verified at level 2 and lost 150 euros. I contacted the live chat member again and explained how it is possible that you can open an account again and again with the same details. I can send you the live chat recordings. Even after I said in the live chat again today that I have a gambling addiction, my account was not blocked; I have just blocked it until June 6th. The other accounts, I think there are three that have been blocked, all use the same personal details. The casino is clearly violating the rules here and doesn't give a damn about player protection.

Hallo, 2 Konten sind nicht mehr aktiv und ich habe keinen Zugriff mehr drauf die Accounts wurden gesperrt. Ich habe dem Live Chat ganz klar gesagt das ich spielsüchtig bin und er sagte mir das ich die 24 Stunden Sperrung machen soll das habe ich halt verneint und ihm gesagt das er gegen gesetzte verstoßt und daraufhin hat man mir die Accounts gesperrt. Ich habe heute mit dem einem Account der verifiziert ist auf Stufe 2 wieder gespielt und 150 Euro verloren und habe mich wieder mit dem live Chat in Verbindung gesetzt und ihm mitgeteilt wie es sein kann das man immer wieder mit den selben Daten ein Konto eröffnen kann. Ich kann ihnen die Live Chat Aufnahmen schicken. Selbst nach dem ich dort heute wieder im Live Chat gesagt habe das ich spielsüchtig bin hat man mir den Account nicht gesperrt ich habe ihn gerade bis zum 06.06 gesperrt. Die anderen Accounts ich glaube es sind sogar 3 Stück die gesperrt sind laufen alle über die selben personenbezogenen Daten. Das Casino verstößt hier ganz klar und gibt einen Scheiß auf spielerschutz.

Dear Kevbo1337, thank you for the email. Unfortunately, I don't see any requests to close your accounts, and no mention of your gambling addiction at all. Can you please check it again and send it to me? We can only help recover lost deposits if you told the casino about your gambling addiction, asked them to close your account, and they didn't do it. If you don't have proof (like chat logs, emails, or screenshots) that you told the casino about your gambling problem, we can't help. Without that proof, your account closure request will be seen as a normal closure, not a self-exclusion.

ich habe dem live Chat doch mitgeteilt siehe Live Chat Aufzeichnung das ich glückspielsüchtig bin.

I'm demanding my money back. I have three accounts with you, two of which are registered using my correct personal details, which have already been verified with this account. I've informed you twice that l'm addicted to gambling, and I was able to continue creating new accounts and playing with my data. I'll submit the whole thing to Casino Guro.

After I told the live chat, you can see that I wrote that I am addicted to gambling. This account should have been closed immediately. The account has not been closed to this day; it is still active.

Nach dem ich dem live Chat das mitgeteilt habe man sieht das ich geschrieben habe das ich spielsüchtig bin hätte man dieses Konto ja auch sofort schließen müssen das Konto wurde bis heute nicht geschlossen es ist immer noch aktiv.

Dear Kevbo1337, you specified in your email that it was a conversation with a live chat agent on 27.05.2025. I was asking about your previous self-exclusion requests, as you mentioned that you had previous accounts that were closed due to gambling addiction.

If your account is still open, please proceed with the request to self-exclude in your account using this link: https://rainbet.com/responsible-gambling/self-exclusion. Based on the terms and conditions, first, a cooldown should be applied for 24 hours, and then you will receive an additional email to confirm the length of the self-exclusion period that will be applied to your account after the cool-off period.

Dear Kevbo1337,

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.

We regret to inform you that, 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,
Natalia
Casino.Guru