What Happened
A player from the United Kingdom says they asked Rakebit on 5 July 2026 to close their account for good, turned down cooling-off and other alternatives, and got retention messages instead. According to the player, support eventually said the request had been passed to the right team and would take up to 48 hours, but more than four days later nothing had been confirmed.
How It Developed
- 2026-07-09Complaint opened; the mediator explained the difference between closing an account and self-exclusion and asked for the reason and the emails.
- 2026-07-12The player said they would send them.
- 2026-07-17After reading the emails, the mediator said it can only help with closures for gambling addiction or harm, gave a template self-exclusion email, and asked the player to send it to Rakebit with the mediator in copy.
- 2026-07-31After a 7-day extension passed in silence, the complaint was closed. It can be reopened.
Abandoned
The player stopped responding after the mediator asked for the reason behind the closure. It can be reopened.
What Helped
Casino.guru only steps in when the closure is for gambling addiction or harm. If that's your case, say so plainly in the subject line and the body, name the ban length, and keep the email. A plain request to close an account carries no obligation for the casino.