Bonus Disputes: dispute at Rakebit

What Happened

A player from the Netherlands says Rakebit has repeatedly cut their winnings under a maximum win limit they say was never made clear: $1,440 reduced to $400, $300 cut to $50, and lately $659 built up from 50 free spins cut to $21. On the last one the player says a game crash interrupted a bonus round, and a VIP manager said no such win showed in the bet history. Per the mediator, they also raised gambling problems; they say they later took a $300 bonus to settle and closed the account.

How It Developed

• Complaint opened on 5 October asking for an investigation, including of the crash during the bonus round.
• The mediator asked for screenshots, game history and the casino's messages, and whether the first win came with a bonus; the player said yes and sent an email.
• Because the player raised gambling problems, the mediator said it would prioritise the responsible gambling side and asked when the casino was first told.
• The case was passed to a resolver, who on 20 October invited Rakebit to respond.
• Latest: waiting for Rakebit's reply.

What Has (and Hasn't) Helped