Rabona Casino - A conta do jogador permanece fechada, mas permite jogar.

Hello, I closed my betting account with Rabona on July 7, 2020. I received confirmation from Rabona on July 8, 2020. On September 6, 2024, Rabona informed me by email that the account had been permanently closed. However, I was able to log in and lose money again. Rabona has not responded to my last self-exclusion request from September 30, 2025, and continues to let me play. I demand a refund of my losses from the past few weeks, amounting to €791.

Guten Tag, ich habe am 07.07.2020 mein Wettkonto bei Rabona schließen lassen. Am 08.07.2020 folgte die Bestätigung seitens Rabona. Am 06.09.2024 teilte mir Rabona per Mail, dass das Konto unwiderruflich geschlossen wurde. Ich konnte mich aber immer wieder einloggen und Geld verspielen. Auf meine letzte Selbausschlussanfrage vom 30.9. 2025 reagiert Rabona nicht und lässt mich weiterhin spielen. Ich fordere die Rückerstattung meiner Verluste der letzten Wochen in Höhe von 791 Euro.

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Hello,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• How did you learn your account was reopened? Were you informed by the casino that your account was reopened, or have you contacted the casino with a request yourself?
• Have you informed the casino about suffering from any gambling issues at any point? Could you please share your self-exclusion requests with me? Please send the information to my email at tomas@casino.guru
• Have you unsubscribed from the casino's marketing communication?
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you requested a refund from the casino already? What response have you received?

If your player's account is currently accessible to you, I would recommend that you send a self-exclusion request, and this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Rabona Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@rabona.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sagnol80,

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,

Tomas

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Rabona irrevocably closed my betting account permanently by email on September 6, 2024. In recent weeks, I was able to log in again without any problems and gamble away my money. Of the €791 I requested as reimbursement for my losses, €400 was transferred to me as a "gesture of goodwill." I did not sign anything for this and did not agree to it. I only forwarded my details to Rabona for the payout. It goes without saying that I am entitled to a full refund, as casino operators cannot do whatever they please.

Thanks for the update regarding your situation.

• Have you informed the casino about suffering from any gambling issues at any point? Could you please share your self-exclusion requests with me? Could you please indicate when you informed the casino about your gambling issues? Please send the information to my email at tomas@casino.guru

Looking forward to your reply.

Thanks for sharing the information via email.

In the emails you sent from August 25th and August 27th 2024, the recipient of the emails is missing.

Could you please share the evidence regarding your self-exclusion attempts so that the recipient of your messages is identifiable?

If you contacted the casino regarding the issue recently, kindly share the casino's responses with me as well. Send the information to my email at tomas@casino.guru

Thanks in advance for your reply.

Absolutely commendable from Rabona.

Full refund transferred, matter clarified.

Absolut lobenswert von Rabona.

Volle Rückerstattung überwiesen, Sachverhalt geklärt.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sagnol80,

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,

Tomas