Seven short answers on closing, identity, escalation, language, licensing, data and night hours.
accountDo I need to phone in to close my account?+
Closure runs through the support desk rather than a button, so the team can confirm which account is going and pay out any balance first. Write from your registered email address with the request, and the account is shut once verification clears, which normally takes two hours.
accountWhat happens when support checks who I am?+
Three details are enough to locate you: your full name as registered, your date of birth and the email address on the account. A password is never requested, and if someone does ask for one, end the conversation and report it through a channel from this page.
accountWhat happens when I disagree with the first reply?+
A reply you consider unresolved can go to
[email protected], where the dispute is reviewed by someone other than the first agent. If the outcome still leaves you unsatisfied, the matter can be taken to the Anjouan Offshore Finance Authority, which issued licence ALSI-343883.
accountWhere can I get support in my own language?+
Desks answer in English, German, French and Spanish, and English is always available. Other languages may be handled by an agent working from a translation tool, so simpler wording helps. The New Zealand line is answered in English at any hour.
accountWhat happens if the casino won't show me a licence?+
Running Rakebit Casino is licensed by the Anjouan Offshore Finance Authority under number ALSI-343883, held by Rakebit Casino LLC at Hombo Road, Mutsamudu. That licence is what sits behind the disputes route above and the audit reports from GLI, BMM Testlabs and SIQ.
accountWhat if I want everything you hold on me erased?+
Requests for a copy of your data, or for its deletion, go to
[email protected] and are answered within the periods New Zealand privacy law allows. Confirm the email address on the account in the message; records tied to identity checks and payment history may be kept where the licence requires it.
accountWhen is support open, and how long until a reply?+
Someone is at the desk every hour of every day, including weekends and public holidays, with times given in NZST. Live chat usually answers inside two minutes, the telephone line inside one minute, and email inside six hours. Nothing waits for a Monday morning.