Rabona Casino - A conta do jogador permanece aberta apesar da autoexclusão.

Hello,

I contacted the casino on August 9th to report that I was addicted to gambling. On August 10th, the casino responded with an offer to take a two-week break?! The account remained open, even though the casino knew I was addicted to gambling. According to the casino's terms and conditions, the account will be blocked within 24 hours. The account must also be blocked under German law.

On August 11, the casino sent me more personalized promotional emails. Later that week, I was credited with cashback.

And that made me slide further into addiction.

I therefore claim back my gambling losses since August 9, 2025.

My account is still open.

Hallo,

ich habe das Casino am 9.8 kontaktiert, dass ich spielsüchtig bin - am 10.8 hat das Casino geantwortet mit dem Angebot eine zweiwöchige Pause zu machen ?! Das Konto war weiterhin geöffnet, obwohl dem Casino ja bekannt war, dass ich spielsüchtig bin. Laut AGBs des Casinos wird das Konto innerhalb 24h gesperrt. Auch laut deutschem Recht muss das Konto gesperrt werden.

Am 11.8 hat mir das Casino weitere persönliche Werbemails geschickt. Im Laufe der Woche wurde mir dann noch Cashback gut geschrieben.

Und ich bin dadurch weiter in die Sucht gerutscht.

Ich fordere daher meine Spielverluste seit dem 9.8.2025 zurück.

Mein Konto ist noch immer geöffnet.

Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

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Hello Dominika,

I have just forwarded you the email in which I inform the casino that I am addicted to gambling.

After receiving such an email, the casino is obligated to close the account. There's no leeway here, especially when it comes to gambling addiction.

I must be reimbursed in full for any damage caused.

Hallo Dominika,

ich habe dir soeben die Mail weitergeleitet, in der ich dem Casino mitteile, dass ich spielsüchtig bin.

Das Casino ist nach solch einer Mail verpflichtet das Konto zu schließen. Hier gibt es gerade bei Spielsucht keinen Spielraum.

Der entstandene Schaden ist vollständig mir zu erstatten.

I think it definitely makes sense for you to bring in someone from Rabona for a statement.

The situation is very clear, there is little room for maneuver.

Gambling addiction is a recognized illness. If a player reports their illness to the casino once, the casino must act immediately. They can't ask whether they really want to close down or even credit cashback a few days later.

A gambling addict can sometimes act completely differently just hours later, so the casino has to intervene to protect them. That didn't happen at all in my case – see email.

The account is even still open.

I am therefore demanding a refund of my losses as described above – if necessary, through a lawyer; that shouldn't be a problem. However, I would like to find a solution with the casino.

Ich denke es macht definitiv Sinn, dass du jemand von Rabona für eine Stellungnahme dazuholst.

Die Lage ist ja sehr eindeutig, da gibt es wenig Spielraum.

Spielsucht ist eine anerkannte Krankheit. Wenn ein Spieler einmalig dem Casino von seiner Krankheit berichtet, muss das Casino umgehend handeln. Da darf nicht nachgefragt werden, ob man wirklich schließen will, oder ein paar tage später sogar noch Cashback gut geschrieben werden.

Ein Spielsüchtiger handelt teilweise schon Stunden später wieder völlig anders, daher muss das Casino hier schützend eingreifen. Das ist in meinem Fall überhaupt nicht passiert - siehe Mail.

Der Account ist sogar weiterhin geöffnet.

Ich fordere daher wie oben beschrieben meine Verluste zurück - notfalls auch anwaltlich, das sollte kein Problem sein. Möchte aber gerne mit dem Casino so eine Lösung finden.

Dear player, could you please forward me the entire conversation with the casino where they offered you the two-week break? I would like to see exactly how they proposed it and how you responded.

Could you also send me all the emails exchanged regarding this situation?

Has your account been closed, or is it still active?

Could you please send me your deposit history?

Hello Dominika,

I will forward the emails to you immediately.

I haven't had access to the account since this week.

Therefore, I cannot send you the deposit history - at most the bank debits.

But since August 9th I have lost 2,600 euros.

Since August 9th, Rabona has credited me with cashback twice to entice me to keep playing. When I lost the cashback, I deposited again and lost.

The situation is honestly overwhelming and I am looking forward to Rabona's statement

Hallo Dominika,

ich leite dir die Mails umgehend weiter.

Ich habe seit dieser Woche keinen Zugriff mehr auf den Account.

Kann dir daher den Einzahlungsverlauf nicht zukommen lassen - maximal die Bankabbuchungen.

Waren aber seit dem 9.8 - 2.600 Euro die ich verloren habe.

Seit dem 9.8 hat mir Rabona zwei Mal Cashback gutgeschrieben um mich zu ködern, um doch weiterzuspielen, als ich Cashback verspielt hatte, habe ich nochmals eingezahlt und verloren.

Die Sachlage ist ehrlicherweise erdrückend und ich bin auf die Stellungnahme von Rabona gespannt

Dear player, could you please let us know what exactly happened before the casino decided to close your account? Did you send another message to the casino? Did they explain why they changed their decision after offering a break? Was there any particular trigger or event that led to the closure?

Do you know the exact date when your account was finally closed?

Was your account closed permanently, or is there a possibility for it to be reopened later?

Just to clarify — do you know the exact dates when you made your deposits, or is it difficult to say since you don’t have access to your account history right now?

Hello, the case can be closed, an agreement has been reached with the casino

hallo, der fall kann geschlossen werden, mit dem casino wurde eine einigung erzielt

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru