What Happened
A player from the Netherlands says Rakebit confirmed a monthly deposit limit of 50 euros in April 2026, later raised to 150, yet let her deposit about $25,100 in crypto between April and August. She says a request for a three-month closure got only a seven-day break plus a bonus offer, and that a VIP contact later offered a bonus to lift the limit. She asked for her net loss of about $9,600 back. The mediator found no message in which she told the casino she had a gambling problem.
How It Developed
- 2026-08-25Complaint opened with a breakdown of deposits, withdrawals and the limit breaches.
- 2026-08-26The mediator said Casino.guru does not take cases that rest only on deposit-limit tools, but would help if a self-exclusion for gambling problems had been ignored, and asked for proof.
- 2026-09-10After reading her screenshots, the mediator said the requests mentioned limits, a pause and closing the account but never gambling harm, and suggested sending a fresh, explicit self-exclusion email.
- 2026-09-15The case was rejected: the clear disclosure of gambling problems came only after the account was already closed, so no refund could be requested.
Rejected
The mediator found no message telling Rakebit about a gambling problem before the account closed; limit breaches alone are outside Casino.guru's scope.
What Has (and Hasn't) Helped
Nothing recovered the losses. The deciding point was wording: asking for limits, breaks or closure is not treated as a self-exclusion unless you say you have a gambling problem. If you want protection that a mediator will enforce, say that plainly and in writing, and keep the casino's reply.