RakeBit Casino - A conta do jogador foi encerrada e os fundos foram confiscados.

Hello, I would like to ask for your advice regarding an issue 🙏

Are you familiar with the platform Rakebit?

I previously deposited approximately USD 30,000 on this platform. After winning, I was able to withdraw around USD 60,000 without any issues, and I kept part of the profit in the account to continue playing.

Eventually, my account balance reached approximately USD 140,000. When I attempted to withdraw this amount, the casino began delaying the payment.

Their Telegram support repeatedly told me that my account was "under investigation," and this lasted for about 10 days.

After that, I received an official email stating that my account was permanently closed due to an alleged violation of their Terms of Use. As a result, USD 140,000 remains locked in my account and cannot be withdrawn.

My final actual balance was approximately USD 140,000. However, the screenshot I was able to save only shows a balance of USD 129,743.13, as I did not expect my account to be permanently locked and therefore did not capture the exact final amount at that moment.

I only played RNG blackjack (computer-dealt blackjack) and did not participate in any live dealer games.

I did use NordVPN to connect through Japan. This was because blackjack was only accessible from certain regions, and the website itself clearly stated that it is "VPN friendly." I did not attempt to conceal my identity for fraudulent purposes.

Additionally:

I did not create multiple accounts.

I did not engage in collusion.

I did not use third-party software.

I did not participate in any arbitrage group or unfair activity.

I would greatly appreciate any advice on how to proceed in this situation.

Are there any effective complaint channels, regulatory bodies, or public exposure strategies that might help?

If you have any experience or suggestions, I would be sincerely grateful 🙏

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Dear SamuelCheng123,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing with your account at Rakebit Casino.

In order to better understand your situation and assist you effectively, could you please provide more details by answering the following questions:

• What specific reasons were given by the casino for the permanent closure of your account?
• Could you kindly clarify your use of a VPN, and did you previously discuss or obtain permission for this with the casino?
• Have you successfully completed the KYC verification process with this casino? If so, was all the information you provided, including your country of residence, accurate and truthful?
• Is it permitted for players from your country of residence to register and play at 1Win Casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you for your reply and for looking into my case.

Regarding the VPN usage:

I did use NordVPN connected through Japan. However, before using the VPN, I did not specifically ask the casino for permission because the website itself clearly stated that it was "VPN friendly." I was simply using a normal commercial VPN service (NordVPN), not any tool intended to hide fraudulent activity.

In addition, during my previous gameplay and withdrawals, everything worked normally without any warnings or restrictions from the casino. I was able to successfully withdraw approximately USD 60,000 before this issue occurred.

Regarding KYC:

The website stated that KYC was not required, and I was never asked to complete KYC verification. However, if KYC verification is necessary, I am fully willing to cooperate and provide any required documents.

Regarding my country of residence:

Players from my country are able to access and play on the website. Blackjack was also accessible from my location. In fact, there were times when I played without using a VPN and accessed the site directly using my home IP address without any issue.

As for the account closure itself, the casino never provided any specific explanation or evidence regarding what exact rule I allegedly violated.

They only sent me a general email listing a large number of Terms of Use clauses related to fraud, collusion, multiple accounts, unfair advantage, third-party software, etc., but they did not identify which specific action I supposedly committed.

I would also like to emphasize that:

I did not create multiple accounts.

I did not collude with anyone.

I did not use bots, scripts, or third-party software.

I did not participate in arbitrage groups or cheating activities.

I only played RNG blackjack.

Even if the casino believes that my VPN usage violated their policies, I feel that permanently confiscating approximately USD 140,000 without providing clear evidence or a detailed explanation is extremely unfair.

At minimum, I believe my deposited funds and legitimate balance should be returned.

Thank you again for your assistance and time.

Thank you for your reply and for providing the previous details, SamuelCheng123.

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 SamuelCheng123,

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,
Petra
Casino.Guru