Rajabets Casino - Se deniega la solicitud de autoexclusión del jugador.

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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 support@rajabets.com. 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 kristina.s@casino.guru.

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 (martin.l@casino.guru). 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 martin.l@casino.guru

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 martin.l@casino.guru

Hello Martin, thank you for reopening the case. As requested, I have sent a formal email to Rajabets support (support@rajabets.com) 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.

The timer has expired without any response from Rajabets. Since they have ignored this complaint for over 8 will days and failed to meet the deadline set by the mediator, I request that this case be officially marked as 'Unresolved' due to their lack of cooperation. I also request that the casino's Safety Index be adjusted accordingly to reflect their refusal to address a severe gambling addiction claim.

Dear All,

The relevant action has been taken as per Rajabets Terms and Conditions.

Inactive/Dormant Accounts

https:­//r­aja­bet­s3.c­om­/en­/pa­ges­/te­rms­-an­d-c­ond­itions

Regards,

Team Rajabets

Thank you for finally responding after eight days of silence, though it is telling that this only happened because the deadline expired an hour ago.

The representative’s response is highly misleading. The link provided refers to 'Inactive/Dormant Accounts,' which is completely irrelevant to this case. I was a highly active player who repeatedly requested Self-Exclusion due to a gambling addiction crisis—a request that was ignored, leading to losses of ₹45,625.

Furthermore, I am reporting a critical update: Despite Rajabets claiming just a few minutes ago that 'relevant action has been taken', I am still able to fully log in to my account right now. This proves that their response was a complete fabrication intended to mislead the mediator and avoid the 'Unresolved' tag. If 'relevant action' had been taken, I would be locked out and my refund of Rs 45625 should have been initiated. I am attaching a screenshot from just now showing that I still have full access. This is a clear violation of responsible gambling protocols and a deliberate attempt to deceive this forum.

to cross verify if my screenshot is legit, I have taken the screenshot with the split screen so that the current date and time are visible simultaneously.

It is clear that Rajabets is replying after the deadline with no proper logic or relevant evidence simply to manipulate the mediation process and trigger another 7-day extension. This is a deliberate attempt to exhaust me until I give up on the case.

If 'relevant action' has truly been taken, I expect a confirmation of the immediate refund of ₹45,625 to my original payment method. Simply closing the account—which they haven't even done yet—is not a resolution.

I request that the mediator does not allow this delay tactic and does not extend the time further. Please mark this case as 'Unresolved' immediately and reduce their Safety Index rating based on their demonstrated bad faith and refusal to honor responsible gambling protocols.

​Dear Martin,

​I want to specifically address the link Rajabets posted regarding their 'Terms and Conditions' for Inactive/Dormant accounts.

​It is clear they are using this specific rule to justify their failure to close my account, essentially arguing that their system only closes accounts automatically after 3 months of inactivity, and implying they 'cannot' do it manually. This defense is a severe violation of standard Responsible Gambling protocols.

​

Please consider the following points:

​Dormancy ≠ Self-Exclusion: A 3-month inactivity rule is a basic administrative policy for casual players who simply stop playing. It is absolutely NOT a substitute for Self-Exclusion, which is an emergency intervention tool.

​Gross Negligence: When a player explicitly states they are suffering from a gambling addiction crisis and begs to be blocked, telling them to 'just not log in for 3 months' is incredibly dangerous and negligent. Self-exclusion must be immediate, manual, and enforced by the casino.

​Unacceptable Excuses: If Rajabets has the technical ability to manually process my deposits instantly, they absolutely have the ability to manually lock my account to protect a vulnerable player.

​Quoting an 'Inactive Account' policy does not absolve them of their responsibility; in fact, it proves to this forum that their platform completely lacks basic Responsible Gambling safeguards. ​Because they failed to manually intervene when I explicitly asked for help, I am reiterating my demand for a full refund of the ₹45,625 deposited after my initial request.

Dear casino representative,

please note that this case does not revolve around a dormant account. I would like to ask you to address the core issue of this complaint, which is the denial of self-exclusion. Please provide us with your view of the issue and with the reasons why the player's account was not closed on 30th of November. Additionally, as the player has wished for, please close his account permanently.

Dear kirukaru,

thank you for your continued cooperation. Regarding your request, I believe it is now too early to give up on this complaint. In case you receive any messages from the casino's side or there are any developments, please let me know.

Thank you, Martin, for your intervention and for clarifying that this is a matter of a failed self-exclusion request from November 30th, not a dormant account.

I am confirming that as of right now, my account remains fully accessible despite the casino's claim that 'action has been taken.'

Because the casino failed to honor my urgent self-exclusion request on November 30th, I was able to make multiple deposits totaling ₹45,625 while in an addiction crisis. Therefore, the only acceptable 'relevant action' to resolve this case is the permanent closure of my account AND a full refund of the ₹45,625 deposited after my initial request.

Given their previous delay tactics and the fact that they provided irrelevant reply just to reset the timer, I am concerned they will again wait until the very end of the 5-day limit just to provide another vague response, thereby resetting the timer by another 5 days and repeating this cycle again and again until I give up. I respectfully ask that the mediator keep this pattern in mind as we move toward a resolution.

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 All,

As informed above, the relevant action has been taken and users request was completed. For any further query please contact support@rajabets.com

Kind regards,

Team Rajabets

Thank you for finally inactivating my account. However, this is only half of the requested resolution.

The core of my complaint is the refund of ₹45,625 deposited after my initial self-exclusion request on November 30, 2025. The casino failed to protect me for over three months despite my clear declaration of addiction. Simply closing the account now does not return the funds that were lost due to your negligence.

Dear casino representative,

thank you for closing the player's account. That said, please clarify whether it is your final decision to not participate further in the resolution process of this complaint. Unless we receive any information that could prove otherwise, we will continue to believe the player should be refunded all losses he incurred from 30th of November onwards.

Dear All,

The relevant action has been taken as per Rajabets Terms and Conditions, https://rajabets3.com/en/pages/terms-and-conditions

The user has no funds to claim for. For any query please reach out to support@rajabets.com

Regards,

Team Rajabets

The casino is intentionally dodging the core issue. This complaint is not about a 'balance' currently in my account; it is about a refund of all deposits made after my November 30th self-exclusion request.

By their own admission in the email they sent me on Nov 30th, they received my request and failed to manually process it, which is a direct violation of responsible gambling standards. I am still waiting for the refund of ₹45,625 as previously requested.

I would like to highlight to the mediator that the casino is consistently providing irrelevant responses to avoid the core issue of this complaint:

Irrelevant Topic 1: They initially referenced 'dormant accounts,' which did not apply as my account was active.

Irrelevant Topic 2: They claimed the 'user request was completed' simply by inactivating the account. Closing the account is a safety requirement, not a financial resolution for past negligence.

Irrelevant Topic 3: They now claim I have 'no funds to claim for'. This is a deliberate misdirection. This case is not about a current balance; it is a claim for a refund of the ₹45,625 deposited and lost after my November 30th self-exclusion request was illegally denied.

Regarding the 'Liability' clause they shared (Section 15.1 in their terms and conditions), it explicitly states they are not liable 'unless we breach any duties imposed on us by law'. By failing to block an addict after a clear written request on Nov 30th, they breached their duty of care and responsible gambling obligations.

I respectfully ask Martin to hold the casino accountable for the refund of losses incurred during this period of negligence.

Dear All,

By registering the user accepts the Rajabets Terms and Conditions.

https://rajabets3.com/en/pages/terms-and-conditions

12. Rules of Play, refunds, and cancellations

12.11 All bets and wagers are final and non-refundable, including during self-exclusions and account closures.

The user has no funds to claim for. For any query please reach out to support@rajabets.com. As the requested action has been taken as per our Terms and Conditions, we require this case to be closed.

Regards,

Team Rajabets

I would like to point out to the mediator that the casino is now trying to use its own Terms and Conditions to excuse gross negligence.

They cite rule 12.11, which claims all bets are non-refundable 'including during self-exclusions and account closures'. However, a casino cannot use its own rulebook to override international Responsible Gambling obligations and licensing requirements.

The issue here is a claim for damages because Rajabets illegally failed to process my self-exclusion on November 30th after I explicitly declared a gambling addiction. You cannot refuse to protect an addict and then hide behind a T&C clause to keep the money lost during your period of negligence.

As Martin has already noted, the casino failed its duty of care. I ask the mediator to reject this predatory defense and continue holding the casino accountable for the ₹45,625 refund.

Dear parties,

Thank you both for your cooperation throughout this complaint.

After carefully reviewing all the information and evidence provided, we must state that we do not agree with the casino’s interpretation of the situation. The player submitted a clear self-exclusion request on 30 November 2025, explicitly referring to gambling-related issues. According to any responsible gambling guidelines, such request should be treated as valid and processed without delay. Since the account remained accessible and further deposits were accepted afterwards, we believe the request was not handled appropriately and a responsible gambling failure occurred.

For this reason, we continue to believe the player should be refunded the deposits made after 30 November 2025. As the casino has indicated that this is its final position and it is unwilling to reconsider the matter, we will proceed with closing the complaint accordingly.

Dear kirukaru,

Unfortunately, without cooperation from the casino's side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through a validator you can find on this LINK. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards

Martin