Rajabets Casino - La richiesta di autoesclusione del giocatore è stata respinta.

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Dear kirukaru,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self Exclusion

In case you are experiencing a gambling addiction or have made the decision to stop playing for any reason. We have the option to self-exclude your account from the website to assist you.

If you wish to self-exclude yourself from your Rajabets account indefinitely or for any period of time. Please refer to the following steps to initiate the process.

1. Open a ticket via our live chat and connect with our support staff

2. You will be instructed to send an email to [email protected]. You must clearly outline the self-exclusion period. For example: 24 hrs, 1 week, 6 months or indefinitely.

3. Your request will be then processed.

Once processed, self-exclusion will lock your account and no promotional material will be sent. The action is permanent and cannot be undone for your own protection.

Could you please forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Thank you very much for your reply. Do I understand correctly that you still have access to your casino account?

Yes, and I lost and 10600 Indian rupees today 😭my life is getting ruined, please save me from this addictive devil. 😭🙏🏻

Dear kirukaru,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello kirukaru,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Rajabets Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history? Please note that the self-exclusion request from 30th of November is valid according to our guidelines. Additionally, he has also received a response from support on the same day, which means we believe the player is entitled to a refund of funds from said date onwards.

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to [email protected]

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kirukaru,

I can confirm we have managed to establish contact with the casino. We are currently waiting for more explanations from their side.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kirukaru,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin

Dear parties,

we have decided to reopen this complaint, as we were informed the issue still persists.

Dear kirukaru,

I am sorry to hear about your situation. Before we proceed further, I would like to clarify one important point. Based on the information available to us, your self-exclusion request submitted in November remains valid and should be considered effective from that date onward, regardless of any later developments or informal arrangements.

As a first step, I kindly ask you to send one more email to the casino, clearly and explicitly stating your request for permanent self-exclusion, and that the request is made due to gambling-related issues. This will help ensure there is no ambiguity regarding your intention. In case you receive any kind of response from the casino, please let us know.

I would also like to invite the Rajabets Casino representative to join the discussion.

Dear casino representative,

could you please review this case and provide us with your position? In particular, we would like clarification on how the player’s self-exclusion request from November was handled, and whether the account is currently blocked. Also, could you provide us with the player’s deposit history?

Thank you in advance for your cooperation and for sharing your view of the matter. If there is any additional documentation you wish to submit, you may send it to [email protected]

Hello Martin, thank you for reopening the case. As requested, I have sent a formal email to Rajabets support ([email protected]) once again requesting immediate account closure and a refund due to my gambling problem.

I am also uploading the screenshot of the ₹5,000 bonus I received on December 29th, which was given to me to close my previous complaint. I am now waiting for their response as you advised.

Martin, I just found the email response Rajabets sent me on Nov 30th after my first request. They told me they 'cannot manually process' a self-exclusion and that I should just stay away for 3 months. This proves they refused to block me even after I declared my issue. I have also forwarded this original email sent by rajabets to your email. Kindly check.

Hi Martin, as a follow-up to the Nov 30th evidence, I am formally requesting a full refund of my total deposits (₹45,625).

I wish to state that according to Indian law, specifically The Promotion and Regulation of Online Gaming Act, 2025 (Act No. 32 of 2025), platforms are legally mandated to provide immediate and effective self-exclusion. Rajabets' refusal to manually block my account on Nov 30th is a direct violation of this Act.

Furthermore, their predatory inducement—offering a bonus while being aware of my addiction declaration—is a serious offense under the same statute. Because they failed their legal duty of care, I am seeking a full restoration of the funds they accepted in violation of the Act.

If this is not settled, I am prepared to escalate this matter to the Online Gaming Appellate Tribunal and file a formal complaint with the National Online Gaming Commission (NOGC) for breaches of federal consumer protection standards.

Dear Martin and Casino Guru Team,

As the response timer for Rajabets is now approaching its final phase, I want to bring a significant factual observation to your attention:

Website/Feature Update: I have observed that the Rajabets 'License Validation' page currently displays a 'Request Self-Exclusion' button. This mandatory responsible gambling tool was not functional or available to me when I repeatedly requested help on November 30th (as documented in my previously shared evidence where the casino stated they 'cannot manually process' a block).

The fact that this tool is visible now, but was missing during my period of loss, confirms a critical failure in the casino's duty of care at the time. I remain firm in my request for a full refund of ₹45,625, as the casino did not provide the required self-exclusion tools mandated by their license.

Thank you for your ongoing help.