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

After three deposits totaling €200, I informed live chat support that I wanted to delete and block my account. They gave me an email address, which I sent immediately, then went to sleep. The next morning, I received a reply explaining the reason and advising me to contact the following addresses if I had a gambling addiction. However, the account wasn't blocked. Things got progressively worse, and live chat became unreachable. Due to my gambling addiction, I continued playing and lost approximately €4,000. I sent another email, but nothing has happened since.

I would like my stakes refunded from that point onwards.

Ich habe nach 3 Einzahlungen von insgesamt 200 Euro dem Live-Chat mitgeteilt das ich das Konto löschen und sperren möchte . Mir wurde eine E-Mail Adresse durchgegeben. Ich habe im selben Moment die E-Mail geschrieben und bin schlafen gegangen . Am nächsten Morgen wurde mir geantwortet und was der Grund sei und ich bei Spielsucht folgende Adressen kontaktieren soll. Das Konro wurde aber nicht gesperrt. Daraufhin wurde es immer schlimmer, der Live-Chat war nicht erreichbar. Daraufhin habe ich aufgrund der Spielsucht weiter gespielt und habe ca. 4000 Euro verspielt. Habe wieder eine E-Mail geschrieben aber da passiert nichts.

Ich möchte meine Einsätze ab dem Zeitpunkt zurück erstattet haben .

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Dear andreastueker,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello,

I have now forwarded the emails to the specified email address.

Best regards

Hallo,

ich habe die Emails jetzt an die angegebene E-Mail weitergeleitet.

Mit freundlichen Grüßen

Good evening,

Are the documents sufficient?

Guten Abend,

reichen die Unterlagen ?

Thank you very much, andreastueker, for providing all the necessary information. I will now transfer your complaint to my colleague, Martin (martin.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello andreastueker,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Is your account still opened? If so, 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 Rabona 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 - if this hasn't been done already. Afterwards, would you be able to provide us with his deposit history? From the information we have at our disposal, it seems that the player has submitted a valid Self-exclusion request on 27th of October, which would mean he is entitled to a refund of all funds lost and deposited since this point.

Also, one of your agents has mentioned that balance will be confiscated after the account closure. Were they referring to terms and conditions, section 3.7?

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

Dear andreastueker,

Thank you for the information provided.

We kindly inform you that we are checking the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Rabona team 

Dear all,

We would like to provide some clarification regarding this case.

Upon receiving the player’s message about gambling-related concerns, our team immediately provided responsible gambling resources and offered to apply appropriate measures, such as a break in play. Unfortunately, we did not receive any further response from the player at that time.

That said, we want to emphasize that Rabona Casino remains fully committed to its Responsible Gambling obligations and always aims to process such account closure requests as promptly as possible, in accordance with our Responsible Gambling policy.

As a gesture of goodwill, we may offer to the the player a refund of deposits made after 48 hours had passed since the initial closure request.

We appreciate everyone’s understanding and assure you that we take responsible gambling matters very seriously.

Kind regards,

Rabona Casino Team

Dear casino representative,

thank you for your response. From our perspective, the main issue is that your support agent informed the player that his remaining balance will be voided if he proceeds with the account closure. This can of course make the player reconsider his Self-exclusion request. I will contact you and explain the issue in more detail soon.

Also, can you specify the exact amount you would be willing to refund under the mentioned conditions? Would you be able to send me the player's deposit history at martin.l@casino.guru?

If I had self-excluded, the casino should have reacted, restricted access so that I was no longer allowed or able to deposit anything.

Bei einer Selbstsperre hätte das Casino reagieren müssen, den Zugriff einschränken müssen, dass ich gar nicht mehr einzahlen darf und kann.

Dear all,

Following up on our previous communication, we would like to provide an update regarding this case and the concerns raised about the timing of the account closure request.

As stated earlier, upon receiving the player’s message expressing gambling-related concerns, our team immediately provided responsible gambling resources and offered the appropriate measures. Unfortunately, no further response was received from the player at that time. However, we fully acknowledge the importance of addressing the player’s claim that the account was not closed within the expected timeframe.

In line with our Responsible Gambling commitments and as a gesture of goodwill, we would like to inform the player that we are willing to provide a refund of €890, representing the deposits made after 48 hours from the client’s initial request.

To ensure full transparency, we will be sending the player’s complete deposit history to the forum representative within the next few hours so it can also be reviewed independently. We hope this will help all parties reach a fair and satisfactory solution.

We appreciate everyone’s patience and understanding, and we reaffirm our dedication to Responsible Gambling and to promptly handling all related requests.

Kind regards,

Rabona Casino Team

Dear casino representative,

thank you for your message and for providing us with the player's deposit history.

We fully understand there are processing times that have to be taken into account in closure requests. However, according to the conversation we have at our disposal, it seems that player's initial request was met with a response almost immediately, to which the player has replied - confirming his decision.

The casino's response contained recommendations of helpful organizations and a statement, which says that account balance will be voided upon closure. This suggests that the request had been clearly received. In such instances, a further 48-hour wait wouldn't seem warranted. Additionally, the player was allowed to deposit as late 2nd of November.

Taking all of these facts into consideration, I believe a refund of funds deposited 24 hours after the request would seem fair (€2490 according to my calculations), especially considering the fact that player was playing at a casino with a high safety index.

Dear all,

Thank you very much for your patience.

We are pleased to confirm that the refund of 2,490 EUR has been successfully processed today, 20/11/2025.

If any further assistance is required, please feel free to let us know.

Best regards,

Rabona Casino Team

Dear casino representative,

thank you very much for your swift response and commitment to responsible gambling.

Dear andreastueker,

can you please update us when you receive the funds?

I received the money. Thank you!!

Ich habe das Geld erhalten. Danke !!

Dear andreastueker,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Rabona Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you intend to. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always 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, 

Martin

Casino.Guru