Rabona Casino - Jogador pede reembolso após autoexclusão.

I asked for a permanent ban due to gambling addiction.

They let me back in, and I asked for a refund of the money from the moment I was supposedly excluded.

I have the email as proof

Pedi uma exclusão permanente derivado a vício no jogo.

deixaram que eu entrasse de novo, pedi o reembolso do dinheiro desde o momento que fui supostamente excluído.

tenho o email como prova

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when exactly you requested permanent self-exclusion from this casino?
• Could you kindly forward me the account closure request you sent to the casino, along with the casino's responses? Since you've requested account closure via chat, I will need screenshots or transcripts of your conversation. My email address is veronika.f@casino.guru.
• When exactly was your account reopened?
• Did you request the casino for your account to be reopened, or was it reopened automatically?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Good morning,

as you can see on July 31, 2024 the account was canceled for addiction, which is even described as a follow-up through some help sites.

They started sending advertising again without authorization, and I made a request to open the account, which was accepted.

which shouldn't happen...

I think that even though I requested it, it should have been denied.

Bom dia,

como podem verificar em 31 julho de 2024 foi dado o cancelamento da conta por vício, onde está inclusive descrito como um acompanhamento através de alguns sites de ajuda.

voltaram a enviar publicidade sem autorização, e eu fiz o pedido de abertura que me foi aceite.

o que não deveria acontecer…

acho que apesar de ter solicitado o mesmo devia ter sido negado.

Could you please forward me the reopen request that you sent to the casino? My email address is veronika.f@casino.guru.

Additionally, do you have a chat transcript of your account closure request from July 2024? In that conversation, did you specify for how long you wished to be self-excluded?

Good afternoon,

I have already sent you the closure request by e-mail.

But I'll leave it here for you to check

here's my opening request

Boa tarde,

já enviei por e-mail o pedido de encerramento.

mas deixo aqui também para poder verificar

está aí também o meu pedido de abertura

Good afternoon,

I have already sent an e-mail as requested.

I would like to ask if there is any information on the case?

Thank you

Boa tarde,

já enviei e-mail tal como solicitado.

questiono se já existe alguma informação sobre o caso?

obrigado

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

Hello Casino Guru team,

Thank you in advance for all your attention in this case, which is very frustrating for me, as it is a situation in which I fell into the same mistake again, but which was clearly allowed and encouraged by the casino.

I'll give you all the details in a transparent manner:

Initial exclusion: Before requesting the exclusion of my account due to addiction, I became a VIP customer, which involved several large deposits. After a lot of expenses and losses, I recognized my addiction and asked to be excluded from the account.

The casino accepted the request, supported the decision and even sent help links, confirming that the exclusion was final.

Attempt to reopen: Shortly afterwards, in a moment of weakness, I tried to reopen the account via my VIP manager, who initially informed me that it was impossible due to my addiction.

Advertising and encouragement: Even after this exclusion, I again received advertising and encouragement from the casino to return.

Improper reopening: The casino later agreed to reopen my account, allowing me to deposit and play again, even though I was already permanently excluded due to addiction.

Current request: What I'm asking for is a review of all deposits made after my account was reopened, because legally and ethically I shouldn't have had access again. I'm not asking for anything other than compliance with the very rules of responsible gambling that the casino claims to respect.

I greatly appreciate your help in ensuring that the casino fulfills its obligations and returns to me the amounts deposited after the improper reopening.

Best regards,

Olá equipa do Casino Guru,

Agradeço desde já toda a vossa atenção neste caso, que para mim é muito frustrante, pois trata-se de uma situação em que volto a cair no mesmo erro, mas que foi claramente permitida e incentivada pelo casino.

Deixo aqui todos os detalhes de forma transparente:

Exclusão inicial: Antes de pedir a exclusão da minha conta por vício, cheguei a ser cliente VIP, o que implicou vários depósitos elevados. Depois de muitos gastos e perdas, reconheci o meu vício e pedi a exclusão da conta.

O casino aceitou o pedido, apoiou a decisão e até enviou links de ajuda, confirmando que a exclusão era definitiva.

Tentativa de reabertura: Pouco tempo depois, em momento de fraqueza, tentei reabrir a conta através da minha gestora VIP, que inicialmente me informou que era impossível pela razão do meu vício.

Publicidade e incentivo: Mesmo após esta exclusão, voltei a receber publicidade e incentivos do casino para regressar.

Reabertura indevida: Mais tarde, o casino aceitou reabrir a minha conta, permitindo-me voltar a depositar e jogar, apesar de eu já estar excluído permanentemente por vício.

Pedido atual: O que peço é a revisão de todos os depósitos realizados após a reabertura da minha conta, porque legalmente e eticamente eu não deveria ter tido acesso novamente. Não peço nada além do cumprimento das próprias normas de jogo responsável que o casino afirma respeitar.

Agradeço muito a vossa ajuda em garantir que o casino cumpra as suas obrigações e me devolva os valores depositados após a reabertura indevida.

Com os melhores cumprimentos,

Hello Joaobsousa, 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.

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 clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Complaint against Rabola Casino

I requested the exclusion of my account at Rabola Casino due to a health condition, precisely to avoid the risks associated with gambling. Despite this, I continued to receive advertising and incentives to play again, which I consider unacceptable and a serious violation of my request for exclusion and the principle of responsible gaming.

This situation led me to return to the game and make deposits that would not have happened if my request had been respected.

I therefore request

Compensation for the damage caused by the failure to comply with my exclusion request;

Revision and reimbursement of the amounts deposited after the date of my request for exclusion;

A guarantee that my personal data will be permanently deleted and that I will not receive any further advertising or contact from the casino.

I turn to Casino Guru to mediate this complaint, as I believe that my rights have been violated and that this situation cannot go unpunished.

Reclamação contra Rabola Casino

Solicitei a exclusão da minha conta no Rabola Casino devido a uma condição de saúde, justamente para evitar riscos associados ao jogo. Apesar disso, continuei a receber publicidade e incentivos para voltar a jogar, o que considero inadmissível e uma grave violação do meu pedido de exclusão e do princípio do jogo responsável.

Essa situação levou-me a regressar ao jogo e a realizar depósitos que não teriam acontecido caso o meu pedido tivesse sido respeitado.

Assim, venho solicitar:

Indemnização pelos danos causados pela falha em cumprir o meu pedido de exclusão;

Revisão e reembolso dos valores depositados após a data do meu pedido de exclusão;

Garantia de que os meus dados pessoais serão definitivamente eliminados e que não receberei mais publicidade ou contacto do casino.

Recorro ao Casino Guru para intermediar esta reclamação, pois considero que os meus direitos foram violados e que esta situação não pode passar impune.

Dear Joaobsousa,

Thank you for your patience. This is to confirm that your account is fully closed. A separate email has been sent to you with instructions on how to proceed with your refund.

Kind Regards,

Rabona Casino

Subject: Review request - Casino Rabona

Good morning,

Thank you for your reply. However, the figures presented do not correspond to the deposits made and need to be revised. Please have the case reassessed correctly and transparently so that a fair conclusion can be reached.

Assunto: Pedido de revisão – Casino Rabona

Bom dia,

Agradeço a vossa resposta. No entanto, os valores apresentados não correspondem aos depósitos realizados e carecem de revisão. Peço, por favor, que o caso seja reavaliado de forma correta e transparente para que se chegue a uma conclusão justa.

Dear Rabona Casino, to speed up the resolution, feel free to send me the player's cashier history showing deposits and withdrawals since the reopening of the account, until the second closure, to matej.l@casino.guru.

Also, can you please confirm the account has been marked as "GAMBLING ADDICTION NEVER REOPEN" or something similar, and all the marketing communication has ceased as well. Thank you.

Dear Casino Guru,

We have permanently closed the account. This is a final action, and the account cannot be reopened.

We have also stopped all marketing communications.

In regards to cashier history, we've requested it from the relevant department and will email it to you as soon as we receive it.

Kind Regards,

Rabona Casino

Dear Rabona Casino, thank you very much for the speedy confirmation! Once I receive the cashier history we can proceed towards the complaint closure in no time.

Dear all,

Thank you for your attention and follow-up in this process. I would just like to emphasize that I have been waiting for the cashier's history for over a week and I sincerely hope that this information will be made available soon, so that we can move on to the final resolution of the complaint.

Once again, thank you for your intermediation.

Prezados,

Agradeço a vossa atenção e acompanhamento neste processo. Apenas gostaria de reforçar que estou a aguardar o histórico do caixa há mais de uma semana e espero sinceramente que esta informação seja disponibilizada em breve, de forma a podermos avançar para a resolução final da reclamação.

Mais uma vez, obrigado pela vossa intermediação.

Dear Casino Guru,

We kindly request some time, as we are still in the process of retrieving the cashiers’ transaction history. Your understanding and patience in this matter would be greatly appreciated.

Kind Regards,

Rabona Casino Team

I appreciate the feedback, but I would like to point out that the request for an extension was only made at the end of the deadline, which shows a certain lack of seriousness in the management of this case.

Nevertheless, I stand by my cooperation and hope that the analysis will be completed as soon as possible, including the verification of deposits made after my request for exclusion and the review of adequate compensation for the damage caused.

I thank Casino Guru for following this process closely, as I consider it essential that the casino is held accountable for this situation.

Agradeço o retorno, mas gostaria de salientar que o pedido de extensão foi feito apenas no final do prazo, o que demonstra alguma falta de seriedade na gestão deste caso.

Ainda assim, mantenho a minha colaboração e espero que a análise seja concluída o mais breve possível, incluindo a verificação dos depósitos efetuados após o meu pedido de exclusão e a revisão de uma compensação adequada pelos danos causados.

Agradeço ao Casino Guru por acompanhar de perto este processo, pois considero essencial que o casino seja responsabilizado por esta situação.

Dear Rabona Casino, since the case is nearly resolved, I would like to ask for prioritising this investigation. Also, any sensitive information can be sent to me directly at matej.l@casino.guru if needed.

Dear Joaobsousa, I have also messaged the casino affiliate to see what can be done to speed up the resolution.

Dear Matej,

Thank you for your follow-up and for contacting the affiliate to try to speed up the resolution.

However, it has been over a month since the case started, and the situation is becoming quite stressful.

I would greatly appreciate it if you could continue to prioritize this investigation so that it is finalized as quickly as possible.

Thank you for your support so far.

Sincerely,

Caro Matej,

Agradeço pelo seu acompanhamento e por ter contactado o afiliado para tentar acelerar a resolução.

No entanto, já se passou mais de um mês desde que o caso começou, e a situação está se tornando bastante desgastante.

Agradeceria muito se pudesse continuar a dar prioridade a esta investigação, de modo a que seja finalizada o mais rapidamente possível.

Obrigado pelo apoio até agora.

Atenciosamente,

Dear Matej,

Thank you for waiting, we have emailed you customers cashiers history.

Kind Regards,

Rabona Casino Team

Thank you for the provided details. According to the cashier history, after the reopening of the account the player has deposited 3,911€ altogether. Unless withdrawals have been made in that time (cashier history does not show any), I would like to ask the casino to consider refunding this amount back to the player. This is because self-excluded accounts of known gambling addicts should not be reopened under any condition. I have also responded to the e-mail, and the reply can be sent to me directly as well. Thank you.

Dear Matej,

Thank you very much for your support and for confirming the total amount of €3,911 after the account was reopened. I can confirm that no withdrawals were made during this period.

I sincerely appreciate all your help in handling this case and now await your next instructions or the next steps by the casino to proceed with the refund.

Once again, thank you for your attention and dedication.

Caro Matej,

Muito obrigado pelo seu apoio e por confirmar o valor total de 3.911 € após a reabertura da conta. Confirmo que não foi realizado qualquer saque durante esse período.

Agradeço sinceramente toda a sua ajuda na gestão deste caso e aguardo agora as suas próximas instruções ou os próximos passos por parte do casino para proceder ao reembolso.

Mais uma vez, obrigado pela sua atenção e dedicação.

Hello Matej,

It's been more than four days since I provided my bank details for the refund, and so far I haven't received any update from the casino. In total, this process has been going on for over a month since it started.

I kindly ask for your help in reminding the casino of the need to pay the amount of €3,911, as previously confirmed. I have been patient and cooperative throughout this process and I sincerely hope that we can now reach a fair and final conclusion.

Once again, thank you for your time and support, Matej.

PLEASE. DO. NOT. SHARE. YOUR. FULL. NAME. IN. THIS. PUBLIC. THREAD. THANK YOU.

Olá Matej,

Já passaram mais de quatro dias desde que forneci os meus dados bancários para o reembolso e, até ao momento, ainda não recebi qualquer atualização por parte do casino. No total, este processo já dura há mais de um mês desde o seu início.

Peço, por gentileza, a sua ajuda para relembrar o casino da necessidade de proceder ao pagamento do valor de 3.911 €, conforme já confirmado anteriormente. Tenho sido paciente e colaborativo durante todo este processo e espero sinceramente que possamos agora chegar a uma conclusão justa e definitiva.

Mais uma vez, agradeço o seu tempo e todo o apoio prestado, Matej.

PLEASE. DO. NOT. SHARE. YOUR. FULL. NAME. IN. THIS. PUBLIC. THREAD. THANK YOU.

Once again, time is running out and Rabona Casino is acting in exactly the same way. This constant repetition of the same behavior clearly demonstrates the casino's approach to this type of situation - something I've already mentioned in other threads. Unfortunately, the unwillingness to resolve the problem in a transparent and fair manner is still evident.

Mais uma vez, o tempo está a terminar e o Rabona Casino volta a agir exatamente da mesma forma. Esta repetição constante do mesmo comportamento demonstra claramente a forma como o casino aborda este tipo de situação — algo que já mencionei em outros tópicos. Infelizmente, continua a ser evidente a falta de vontade em resolver o problema de forma transparente e justa.

I have spoken with our affiliate team and asked them to reach out to Rabona representatives on different channels, in hopes to speed up the process and to receive a response to my latest message sent to the casino representative earlier this week. I will post an update once I hear back from either team.

Dear Casino Guru,

We’re still in the process of reviewing this matter and would like to kindly request a time extension to ensure a thorough investigation.

Thank you for your understanding and patience.

Best regards,

Rabona Casino Team

Dear all,

In relation to the reply received, I do not accept the justification that the case is still "under investigation". This matter has already been extensively exposed and documented, both with Casino Guru and the Rabona team itself.

The amount initially proposed (€317) in no way corresponds to the deposits made after my request for self-exclusion for gambling addiction, which your system should have respected. In addition, the account information submitted does not match that mentioned by the Matej representative on the Casino Guru platform, which demonstrates inconsistency and a lack of transparency in the process.

They cannot continue to treat the case with this lack of respect and seriousness. I demand that the situation be resolved today, with due restitution of the amounts deposited after exclusion, as provided for by the legislation and principles of responsibility of gambling operators.

Prezados,

Em relação à resposta recebida, não aceito a justificação de que o caso ainda está "em investigação". Este assunto já foi amplamente exposto e documentado, tanto junto do Casino Guru quanto da própria equipa do Rabona.

O valor inicialmente proposto (317 €) não corresponde de forma alguma aos depósitos realizados após a minha solicitação de autoexclusão por vício de jogo, que o vosso sistema deveria ter respeitado. Além disso, as informações de contas apresentadas não coincidem com as mencionadas pelo representante Matej na plataforma do Casino Guru, o que demonstra incoerência e falta de transparência no processo.

Não podem continuar a tratar o caso com essa falta de respeito e seriedade. Exijo que a situação seja resolvida ainda hoje, com a devida restituição dos valores depositados após a exclusão, conforme previsto pela legislação e princípios de responsabilidade das operadoras de jogo.

I agree that this investigation has been taking way too long, especially for a casino with such a good safety index rating. This is why I have escalated the case further, to see whether the current status needs to be reconsidered, and review adjusted accordingly.

Once again I would like to remind the Rabona Casino team that any and all sensitive information can be sent to me directly at matej.l@casino.guru, so I can then post a summary update and mediate this case further.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you, Matej, for your intervention and for elevating the case. I fully agree that this situation has gone on far too long and demonstrates a clear lack of respect on the part of Rabona Casino towards a player who simply demands fairness and consistency.

In addition to the unjustified delay, I would like to add an extremely worrying fact: I recently received a promotional message from a casino called "Spinit", which apparently belongs to the same management or business group as Rabona.

This is absolutely unacceptable, given that I submitted a self-exclusion request for gambling addiction, which should have been respected and applied to all associated brands.

This type of contact after exclusion is a direct violation of data protection (GDPR) and responsible gaming policy, as well as a demonstration of carelessness and ethical disrespect towards the player.

This is no longer a simple administrative delay - it is a question of responsibility and integrity.

I therefore reinforce my demand that the case be resolved immediately, with a full refund of the deposits made after the exclusion, and that official clarification be provided on the improper use and sharing of my personal data with other associated platforms.

I hope that with your mediation, Matej, the Rabona team will finally take responsibility and show the respect that has been lacking until now.

Agradeço, Matej, pela tua intervenção e pela elevação do caso. Concordo plenamente que esta situação se prolongou demasiado e demonstra uma clara falta de respeito por parte do Rabona Casino para com um jogador que apenas exige justiça e coerência.

Além da demora injustificada, gostaria de acrescentar um facto extremamente preocupante: recebi recentemente uma mensagem promocional de um casino chamado "Spinit", que, ao que tudo indica, pertence à mesma gestão ou grupo empresarial do Rabona.

Isto é absolutamente inaceitável, visto que apresentei um pedido de autoexclusão por vício de jogo, o qual deveria ter sido respeitado e aplicado a todas as marcas associadas.

Este tipo de contacto após a exclusão é uma violação direta da proteção de dados (RGPD) e da política de jogo responsável, além de uma demonstração de descuido e desrespeito ético para com o jogador.

Já não estamos perante um simples atraso administrativo — trata-se de uma questão de responsabilidade e integridade.

Reforço, portanto, a minha exigência de que o caso seja resolvido imediatamente, com o reembolso integral dos depósitos efetuados após a exclusão, e que seja prestado um esclarecimento oficial sobre o uso e partilha indevida dos meus dados pessoais com outras plataformas associadas.

Espero que, com a tua mediação, Matej, a equipa do Rabona finalmente assuma a devida responsabilidade e demonstre o respeito que até agora tem faltado.

Dear Matej,

An email containing additional details has been sent to you. Kindly review it at your earliest convenience.

Best regards,

Rabona Casino Team

----------------------------------------------------

Dear Joaobsousa,

We regret to inform you that we are unable to provide commentary or assume responsibility for any accounts you may possess with other operators.

We function independently; therefore, we adhere to our distinct account management procedures.

We respectfully recommend that you reach out to the respective casino directly for any inquiries or concerns pertaining to that platform.

Best regards,

Rabona Casino Team

good afternoon,

I'm really curious about this additional information...

boa tarde,

estou curioso realmente sobre essas informações adicionais…

I can confirm reception of the message.

Dear Joaobsousa, in the original account closure back in 2024, the message from casino states you have managed to get the account closed via live chat. Do you happen to have screenshots of that conversation, that shows you stating the reason why you wanted it to be closed, please?

Good afternoon,

I'm re-posting my confirmation e-mail, where I made my gambling problems (addiction) clear and clear.

how long are we going to let this drag on?

i think what you're doing is indecent!!!

Boa tarde,

volto a colocar o e-mail de confirmação, onde coloquei e deixei bem claro os meu problemas de jogo ( vício)

vamos deixar isto arrastar até quando?

acho indecente o que estão a fazer!!

Good afternoon, Matej,

We've been going on for almost 3 months now, and frankly this situation has become unacceptable.

Rabona, which boasts an 8-point rating, continues not to fulfill what is owed, and not to justify the constant delays.

Another week goes by and nothing changes. I asked the casino chat for the chat history, and was told that it can only be sent by e-mail - yet they have closed the account and won't even send the history. This shows a total lack of transparency and respect.

At this point, I no longer just accept the €3,911, but also demand compensation for the damage caused, considering the time, emotional strain and clear negligence on the part of the operator.

I fulfilled all my obligations as a player - it's the casino that's in breach.

It's their responsibility, and I won't accept any more delays or vague answers.

I would appreciate it if you would please look into this case as a matter of urgency and intervene definitively.

I am prepared to take this matter to the Curaçao Gaming Authority and the relevant legal entities if there is no immediate and fair solution.

Boa tarde, Matej,

Andamos nisto há quase 3 meses, e sinceramente esta situação tornou-se inadmissível.

O Rabona, que ostenta uma classificação de 8 pontos, continua sem cumprir o que é devido, e sem justificar os atrasos constantes.

Mais uma semana está a passar e nada muda. Pedi ao chat do casino o histórico das conversas, e informaram-me que só é possível enviá-lo por e-mail — no entanto, fecharam a conta e nem o histórico enviam. Isto demonstra uma total falta de transparência e respeito.

Neste momento, não aceito mais apenas o valor de €3.911, mas exijo também uma indemnização pelos danos causados, considerando o tempo, o desgaste emocional e a clara negligência por parte do operador.

Eu cumpri todas as minhas obrigações como jogador — quem está em incumprimento é o casino.

A responsabilidade é deles, e não aceitarei mais adiamentos nem respostas vagas.

Agradeço que, por favor, analise este caso com urgência e intervenha de forma definitiva.

Estou disposto a levar esta questão à Curaçao Gaming Authority e às entidades legais competentes, se não houver uma solução imediata e justa.

Are you still doubting my word?

what you're doing is ridiculous?

you should have seen this coming a long time ago...

I'll make it clear again, you'll see the proof and you'll have to pay not only the 3911 euros.

this will never be a casino of 8.

it's very low indeed, very low

Estão a duvidar ainda da minha palavra?

só ridículo o que estão a fazer?

já deviriam ter visto isso à mais tempo…

volto a deixar claro, vocês vão ver a prova e vão ter de pagar não só os 3911 euros.

isto nunca será um casino de 8.

é de facto muito baixo, muito baixo

I have responded via e-mail and requested the evidence where the casino has been informed about gambling addiction, since this part of the complaint is currently being challenged. Unfortunately, the response from the casino that has been posted by Joaobsousa doesn't show anything conclusive, only that the account has been closed. Once I receive the response, I believe we'll be able to move this complaint forward.

Dear all,

In response to your message, I would like to point out the total lack of consistency and respect with which this process has been conducted.

Unfortunately, I no longer have the history of the original message, but I reiterate that I informed Rabona of my problem with gambling addiction at the time I requested the closure of the account. The screenshot sent only proves the closure of the account, but clearly demonstrates that the casino recognizes the issue of responsible gambling, which makes your inconsistency in now denying any responsibility all the more serious.

Let me summarize the completely nonsensical sequence of your actions:

First, you assign all responsibility to me, without considering your obligation to protect players with signs of problematic behavior.

Then you offer a sum of 317 euros as supposed compensation.

Soon after, you send a different amount to the Matej representative, and subsequently communicate to me another amount that is completely different from my actual deposits.

Now they are claiming that they have no responsibility for the case.

Where is this going? This succession of contradictions and misconduct demonstrates a serious lack of transparency, coherence and respect for the player.

This situation will be duly analyzed and included in the formal complaint process, with a request for compensation for the damage caused.

Prezados,

Em resposta à vossa mensagem, quero salientar a total falta de coerência e respeito com que este processo tem sido conduzido.

Infelizmente, não disponho mais do histórico da mensagem original, mas reitero que informei o Rabona sobre o meu problema com o vício em jogos de azar no momento em que solicitei o encerramento da conta. A captura de tela enviada comprova apenas o encerramento da conta, mas demonstra claramente que o casino reconhece o tema do jogo responsável, o que torna ainda mais grave a vossa incoerência ao negar agora qualquer responsabilidade.

Permitam-me resumir a sequência completamente sem nexo dos vossos atos:

Num primeiro momento, atribuem toda a responsabilidade a mim, sem considerar a vossa obrigação de proteger jogadores com sinais de comportamento problemático.

Em seguida, oferecem um valor de 317 euros como suposta compensação.

Logo depois, enviam um valor diferente ao representante Matej, e subsequentemente comunicam-me outro valor completamente distinto dos meus depósitos reais.

Agora, vêm afirmar que não têm qualquer responsabilidade sobre o caso.

Onde é que isto vai parar? Esta sucessão de contradições e má conduta demonstra uma grave falta de transparência, coerência e respeito para com o jogador.

Esta situação será devidamente analisada e incluída no processo de reclamação formal, com pedido de indenização pelos danos causados.

Dear Joaobsousa, I would like to apologise for my initial response. While checking the evidence provided by yourself, I had to use the translator, misinterpreted your message and since the casino's response was mentioning how Rabona cares about responsible gambling, I have assumed you have messaged the casino about your gambling addiction, and thought this was indeed a case of failed self-exclusion.

Only after the casino questioned my stance, I have double-checked all your screenshots and found out not a single one is mentioning gambling addiction. In your account closure request you are mentioning personal issues, which is too vague of a term. I am really sorry for raising your hopes, this was solely my mistake.

As mentioned above, I have asked Rabona Casino to provide me with the conversation you no longer have, which is the last piece of information I have not seen before. If your original account closure states gambling addiction, we have a case. If it doesn't and the closure in 2024 has been a regular one, I will have to eventually reject this case. However, before the closure, I will make sure your account is closed for good in line with gambling addiction rules, and that you are provided with tools to help you manage the issue on your end too.

Dear Matej,

Thank you for your reply and for all the support you have given to this case.

I would like to make a few points absolutely clear:

At the time I requested the account closure, I had VIP status on Rabona, and I distinctly remember mentioning gambling addiction issues as the main reason for the closure.

Later, I tried to reopen the account, but the system itself prevented access, precisely because it was marked as an account closed due to self-exclusion.

This reinforces my belief that the self-exclusion was duly communicated and recorded by the casino at the time, and was not a regular closure.

I also want to make it clear that this complaint is not limited to the refund of the €3,911, but also to the way Rabona managed my case after the closure, reopening the account and allowing deposits even after a clear sign of self-exclusion, which I consider a serious breach of responsibility.

Thank you again for your attention and I look forward to the next step in the analysis of this case.

Caro Matej,

Agradeço a sua resposta e todo o acompanhamento que tem dado a este caso.

Gostaria de deixar alguns pontos absolutamente claros:

Na altura em que solicitei o encerramento da conta, eu possuía estatuto VIP no Rabona, e lembro-me perfeitamente de ter mencionado questões relacionadas com o vício em jogo como motivo principal do encerramento.

Mais tarde, tentei reabrir a conta, mas o próprio sistema impediu o acesso, precisamente por estar marcada como uma conta encerrada devido a autoexclusão.

Este facto reforça a minha convicção de que a autoexclusão foi devidamente comunicada e registada pelo casino na altura, e não se tratou de um encerramento regular.

Quero também deixar claro que esta reclamação não se limita apenas ao reembolso dos 3.911 €, mas também à forma como o Rabona geriu o meu caso após o encerramento, reabrindo a conta e permitindo depósitos mesmo após um sinal evidente de autoexclusão, o que considero uma falha grave de responsabilidade.

Agradeço novamente a sua atenção e fico a aguardar o próximo passo na análise deste caso.

Dear Matej,

The information you requested has been sent to you by email.

Kindly review it at your earliest convenience.

Best regards,

Rabona Casino Team

Dear Matej,

Thank you for the update and for following up on the case.

I would just like to confirm that Rabona has provided the full log of the original chat, without omissions, and not just selected parts of the conversation.

At the time, my request for closure was made via chat, and I remember clearly mentioning reasons related to gambling addiction.

As I mentioned earlier, after the closure I was unable to access the account again, which reinforces that it was a self-exclusion and not a regular closure.

I would be grateful if you could check that the material received from the casino corresponds in full to the original registration.

I look forward to hearing from you after the analysis

Caro Matej,

Agradeço a atualização e o seguimento do caso.

Gostaria apenas de confirmar se o Rabona forneceu o log completo do chat original, sem omissões, e não apenas partes selecionadas da conversa.

Na altura, o meu pedido de encerramento foi feito via chat, e recordo-me de ter mencionado claramente motivos relacionados com o vício em jogo.

Como referi anteriormente, após o encerramento não consegui voltar a aceder à conta, o que reforça que se tratava de uma autoexclusão e não de um encerramento regular.

Agradeço se puder verificar se o material recebido do casino corresponde integralmente ao registo original.

Fico a aguardar o seu parecer após a análise

Dear Matej,

I would just like to reinforce an important point regarding the original closure of my account.

At the time, the operator proceeded with the closure directly via chat, without asking me to send any confirmation email - something that, as far as I know, only happens in cases of self-exclusion related to gambling addiction, as normal closures always require a formal request by email.

Furthermore, I noticed that the closure message I received initially was different from the one the casino sent recently, which shows that there were two different versions of the same situation. This difference reinforces my belief that the original closure was clearly linked to issues of loss of control and responsible gambling, rather than a regular closure.

I really appreciate your continued support and attention in this case.

Caro Matej,

Gostaria apenas de reforçar um ponto importante relativamente ao encerramento original da minha conta.

Na altura, o operador procedeu ao encerramento diretamente via chat, sem solicitar que eu enviasse qualquer e-mail de confirmação — algo que, pelo que sei, só acontece em casos de autoexclusão relacionados com vício em jogo, já que encerramentos normais exigem sempre um pedido formal por e-mail.

Além disso, notei que a mensagem de encerramento que recebi inicialmente era diferente da que o casino enviou recentemente, o que demonstra que houve duas versões distintas da mesma situação. Essa diferença reforça a minha convicção de que o encerramento original estava claramente ligado a questões de perda de controlo e jogo responsável, e não a um encerramento regular.

Agradeço muito o seu apoio e atenção contínua neste caso.

After checking the initial chat with the support agent provided by the casino, I can confirm the account has been closed due to the gambling addiction. Reason for the account closure was clearly stated by the player, and even the support staff marked the account as GA, which I believe stands for "gambling addict".

In light of this, I have asked the casino to consider full refund of 3,911€ which is the total sum of deposits made since the reopening of this account, minus any withdrawals and winnings. I have also requested the account to be closed permanently (with no option for reopening), blacklisting the player's credentials to prevent future re-registration, and to cease all the marketing communication via e-mails and phone. In case the casino representative replies to me directly via e-mail instead of this thread, I will post an update myself.

Dear Joaobsousa, please bear with us until we hear back from Rabona, as that will determine the next steps. Thank you.

Good afternoon,

Thanks for the confirmation, Matej.

I'm still waiting for an answer. It's really surprising how a casino with a rating of 8 keeps delaying the resolution of a case that was clearly proven about two months ago.

I see other examples of casinos with much lower ratings (around 2.4) that manage to resolve similar situations in less than a month - which makes this delay even harder to understand.

I sincerely appreciate all your help and follow-up, and look forward to the next step.

Boa tarde,

Agradeço a confirmação, Matej.

Continuo a aguardar uma resposta. É realmente surpreendente como um casino com uma avaliação de 8 continua a atrasar a resolução de um caso que já foi claramente comprovado há cerca de dois meses.

Vejo outros exemplos de casinos com classificações bem inferiores (em torno de 2,4) que conseguem resolver situações semelhantes em menos de um mês — o que torna este atraso ainda mais difícil de compreender.

Agradeço sinceramente toda a tua ajuda e acompanhamento, e fico a aguardar o próximo passo.

Dear Mr. Matej,

I hereby formally register my complaint regarding my account on the Rabona Casino platform. I made the self-exclusion request on 04/09/2025, and to date I have not received any response or confirmation.

This situation is absolutely unacceptable and constitutes a serious breach of responsibility on the part of the platform, which exposes players to unnecessary financial and psychological risks.

Given that my request has been ignored, and that the situation has generated potential damage and inconvenience, I demand payment of compensation for the damage caused. This request is reinforced by the fact that identical cases have been publicly reported afterwards and have already been resolved, such as that of user "licdg97" on Casino Guru, demonstrating a pattern of negligence.

I request that this complaint be formally registered and that a concrete and detailed response be sent to me, including:

Confirmation that my account has been definitively closed;

Indication of the amount of compensation to be paid for damages caused by the lack of response;

Thank you

Caro Sr. Matej,

Venho por este meio registar formalmente a minha reclamação relativamente à minha conta na plataforma Rabona Casino. Efetuei o pedido de autoexclusão no dia 04/09/2025, e até à presente data não recebi qualquer resposta ou confirmação.

Esta situação é absolutamente inaceitável e constitui uma grave falha de responsabilidade por parte da plataforma, que expõe os jogadores a riscos financeiros e psicológicos desnecessários.

Dado que o meu pedido foi ignorado, e que a situação gerou potencial prejuízo e transtorno, exijo o pagamento de indemnização pelos danos causados. Este pedido é reforçado pelo facto de casos idênticos terem sido reportados publicamente depois e já terem sido resolvidos, como o do utilizador "licdg97" no Casino Guru, demonstrando um padrão de negligência.

Solicito que esta reclamação seja registada formalmente e que me seja enviada resposta concreta e detalhada, incluindo:

Confirmação de que a minha conta se encontra definitivamente encerrada;

Indicação do valor da indemnização a ser pago pelos prejuízos causados pela falta de resposta;

obrigado

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear Joaobsousa,

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,

Matej