Self-Exclusion Failures: A$10,000 at Rainbet

StatusAbandoned

AmountA$10,000

PlayerAustralia

Opened2026-06-01

Resolution time15 days

What Happened

A player from Australia says Rainbet told them their account was restricted, yet they could log straight back in or open a new account with a different email alias. They say they told support twice that they are a gambling addict with multiple accounts and asked for an IP block, and got no reply. The mediator explained that a plain account closure is not a self-exclusion and asked to see the requests. The player never answered.

How It Developed

2026-06-01Complaint opened.
2026-06-02The mediator set out the difference between closing an account, which can be undone, and self-exclusion, which the casino must honour, and asked for the closure emails and any replies.
2026-06-16No response after a seven-day reminder, so the case was closed. It can be reopened.

Abandoned

The player stopped responding before sending their closure requests, so Rainbet was never asked to answer.

What Helped

Nothing got checked. The mediator's first question is the one to prepare for: did you ask for self-exclusion, in writing, and mention a gambling problem? A request to restrict an account is treated differently from an exclusion, and the emails are the evidence.

Same issue, other cases

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2025-03-21 Rainbet: Self-Exclusion Failures · £1,500
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