Rabona Casino - A conta do jogador permanece aberta apesar do pedido de encerramento.

Good day.

I requested to close my account at Rabona Casino on February 18, 2025. It is now March 9, 2025 and I was able to make further deposits of around €1000 and play with them without any problems.

I have now also communicated with customer service and have been told each time that there are so many inquiries coming in. Is there anything that can be done? I explicitly stated that I would like the account closed to prevent gambling addiction. I am enclosing the email history and the deposits. These were made via Revolut and EPS.

Thank you very much for your help.

Guten Tag.

Ich habe bei Rabona Casino um eine Schließung meines Kontos angesucht am 18.2.2025. Mittlerweile haben wir den 09.03.2025 und ich konnte ohne Probleme in etwa 1000€ weitere Einzahlungen durchführen und damit spielen.

Mittlerweile habe ichauchmit dem Kundendienst kommuniziert und wurde jedes Mal damit vertröstet, dass derzeit so viele Anfragen eingehen. Kann man da irgendetwas machen? Ich habe explizit angegeben, dass ich zur Spielsuchtprävention das Konto geschlossen haben möchte. Anbei sende ich den EMail Verlauf und die Einzahlungen. Diese wurden per Revolut und EPS durchgeführt.

Vielen Dank für die Hilfe.

Dear Richard9366,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Do I understand correctly you informed the casino of your gambling addiction in your first request made on February 18th?
• Do I understand correctly your player's account is still accessible to you?
• Could you please share your correspondence with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello! I have sent you an email with all the screenshots I have so far. I would be happy to send you more.

Guten Tag! Ich habe Ihnen eine Mail mit allen Screenshots geschickt die ich bisher habe. Gerne lasse ich Ihnen noch mehr zukommen.

Thank you very much, Richard9366, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Richard9366, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. However, let's get all our ducks in the row first. According to the provided evidence, it seems like you have mentioned gambling addiction for the first time on 27/02. Unless you can forward me a message with an earlier date, where it is clearly stated you have a gambling problem (no "I feel like I shouldn't play" or "I am losing money in this casino" statements), then I am afraid we can only look into the deposits made after your proper self-exclusion request. This is due to the fact that "normal" account closure requests are always seen by the industry as a request made by a player who is not addicted, and therefore can simply stop depositing and not playing in the casino, until the account is closed.

Also, I’d like to invite a representative of Rabona Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and why is it taking this long to get the account closed? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej!

Thank you for your reply. Okay, I hadn't mentioned gambling addiction to Casino Rabona before.

We are happy to contest any deposits made after February 27, 2025.

You are welcome to invite a Rabona representative to this discussion. I can/could continue making deposits. Rabona's terms and conditions have since been updated, and I can't access my account because I don't want to accept them, for fear that I'll no longer have any chance of doing anything afterward. What further evidence could you use? I think I've sent you everything I have.

Hallo Matej!

Vielen Dank für die Antwort. Ok davor habe ich gegenüber des Casinos Rabona noch nicht von Spielsucht gesprochen.

Gerne können wir alle Einzahlungen, welche nach dem 27.02.2025 getätigt wurden anfechten.

Sie können gerne einen Vertreter von Rabona zu dieser Diskussion einladen. Ich kann/könnte weiterhin Einzahlungen durchführen. Mittlerweile wurden bei Rabona die AGBs aktualisiert und ich komme nicht in mein Konto hinein, weil ich diese nicht akzeptieren möchte, aus „Angst" dass ich danach gar keine Chance mehr habe etwas ausrichten zu können. Welche weiteren Beweise könnten Sie gebrauchen? Ich denke ich habe Ihnen alles was ich habe geschickt.

Thank you for the quick reply, Richard! Much appreciated.

I just need to know whether your account is still open, and how much have you deposited and withdrawn between 27/02 until your last login. Then, we'll wait for the casino representative to share their side of the story, and will take it from there.

Very gladly!

It was 600 euros between February 27, 2025 and now.

On February 27, 2025, it was also €100, but I think that was before the gambling addiction was first mentioned.

Sehr gerne!

Es waren 600 Euro zwischen 27.02.2025 und jetzt.

Am 27.2.2025 waren es auch 100€ aber ich denke das war zeitlich vor dem ersten mal erwähnen der Spielsucht.

Yes, the account is still active in principle. As I said, I can't and don't want to log in at the moment because of the new terms and conditions.

Ja das Konto ist im Prinzip noch immer aktiv. Wie gesagt kann und möchte ich mich derzeit nicht einloggen wegen der neuen AGB.

Thank you for the confirmation.

Dear Rabona Casino, could you please let us know what has happened, and why the player's account is still open, despite the self-exclusion request from February? Once again, in case of sensitive information, everything can be sent to me directly at matej.l@casino.guru. Thank you.

Dear Richard9366,

We apologies for your experience.

We have closed your account and sent you confirmation via email as well.

We have sent your request to our relevant team and we will provide you an update as soon as possible.

Best regards,

Rabona team.

Wow, it only took just over a month.

Thank you for closing my account. And thank you for handling my case. I hope there won't be any further similar cases.

Wow hat ja nur knapp über einen Monat gedauert.

Vielen Dank für das Schließen meines Kontos. Und danke für das bearbeiten meines Falles und ich hoffe, dass es nicht zu weiteren ähnlichen Fällen kommen wird.

Thank you for the response, Rabona team, and for closing the account!

Please, let us know about the refund, once you check the details.

Hello Matej! I received a response from Rabona Casino stating that they will refund me the €600.

Thank you so much for your competent and quick help! I'm truly grateful to CasinoGuru and will recommend you if I ever hear of a similar case.

Hallo Matej! Ich habe vom Rabona Casino eine Antwort erhalten, dass sie mir die 600€ rückerstatten werden.

Vielen herzlichen Dank für die kompetente und schnelle Hilfe! Ich bin CasinoGuru wirklich sehr sehr dankbar und werde euch weiterempfehlen, sollte ich jemals von einem ähnlichen Fall hören.

Dear Richard, this is fantastic news! With the account being closed, I would like to ask you to let us know here once you receive the refund, and I will close the complaint. Fingers crossed it'll be a quick one. :)

Thank you very much. I will do just that!

In her email, Rabona says it will take up to 14 days. I'll get back to you as soon as I get it back.

Vielen Dank. Ich werde genau das machen!

In ihrer Mail meint Rabona dass es bis zu 14 Tage dauern wird. Ich werde mich sobald ich es retour habe melden.

Hello Matej!

The €600 has arrived. You can now close this case as resolved. Thank you very much for everything!

Hallo Matej!

Die 600€ sind angekommen. Sie können diesen Fall nun gerne als gelöst abschließen. Vielen herzlichen Dank für alles!

Dear Richard9366,

This is fantastic news! I'll go ahead and mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation, and also thank you to the Rabona team for looking into this issue for us. Much appreciated. I hope that the suggestions and explanations provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru