What Happened
A player from the United Kingdom says they emailed Rainbet on 11 March 2025 asking to close their account over gambling problems, got only a self-exclusion link back, and deposited another £1,000 to £1,500 before the account was locked around 14 April. Live chat pointed them to the self-exclusion tool, which starts with a 24-hour break that must then be extended. Rainbet said its process works as designed, that the player chose 24-hour breaks five times before picking a longer one, and that bets are final, so no refund.
How It Developed
- Complaint opened asking for closure and a refund of deposits made after 11 March.
- The resolver invited Rainbet, which replied two weeks later that exclusions run through the website tool, not live chat, and that it had answered the player's email with a link to that page.
- The mediator pointed to Rainbet's own term letting players close an account by email and asked the casino to look again.
- The mediator created a test account and said the system was unrealistic for an addicted player, as the account stays fully usable after the 24-hour break; it asked for permanent closure and a refund.
- Rainbet refused any refund, saying players share responsibility for choosing a longer exclusion.
- The mediator closed the case as unresolved and pointed the player to the Anjouan Gaming Authority.
Unresolved
The mediator found Rainbet's exclusion process failed the player, but the casino refused any refund of the roughly £1,500.
What Has (and Hasn't) Helped
Nothing recovered the deposits. The mediator sided with the player on the facts, calling the 24-hour cool-off system unfit for addicted players and noting the casino ignored its own email-closure term, but Rainbet would not move.