What Happened
A player from the United States says they emailed Rakebit on 11 July 2026 asking for permanent closure for responsible-gambling reasons, repeated it on 15 July, and were instead offered a week-long break by their VIP manager. The account stayed open until 4 August and they kept depositing. Rakebit first offered to refund net losses from 15 July; after the player pushed back and the mediator reviewed it internally, the start date moved to 12 July and the refund rose to €884.86.
How It Developed
- 2026-08-10Complaint opened asking for all deposits since 15 July back. The mediator asked for the full original email threads rather than screenshots.
- 2026-08-26The resolver told Rakebit the case looked clear and asked for the transaction history.
- 2026-09-01Rakebit offered €349.82, its net-loss figure from 15 July to closure. The player refused, pointing to the 11 July email and earlier live-chat requests.
- 2026-09-07After reading the casino's chat logs, the mediator said the requests were a valid responsible-gambling notice and the break offer was the wrong response, but found no contact before 11 July.
- 2026-09-14Following an internal review, the mediator set the refund period from 12 July and asked for a new net-loss figure; Rakebit came back with €749.07, then €884.86 once a missed USDC deposit was added.
- 2026-10-06After the player had accepted on 29 Sep, Rakebit sent 8.47 SOL and the player confirmed receipt; the case was closed the next day.
Resolved
Rakebit refunded €884.86 (paid as 8.47 SOL) for net losses from 12 July to the 4 August closure; the player confirmed receipt.
What Helped
Sending the complete email threads and pushing back on the start date with the exact timestamps. The mediator also caught a deposit the casino had left out of its sums. Be clear that net loss, not total deposits, is what gets refunded.