Rabona Casino - O pedido de autoexclusão do jogador é ignorado.

Scandalous conditions at Rabona!

I requested self-exclusion via email on February 27, 2025 because I am addicted to gambling and cannot control myself.

I have already written 3 emails to get myself blocked.

I have already deposited and lost over 16,000 euros over the last 2 years.

Rabona doesn't react and lets me continue to deposit.

Now I am demanding my deposit amounts from February 27, 2025 back through a lawyer because of my illness.

I very much hope that this problem can be solved without much conflict.

My name at Rabona is Dren99, in case any support staff is reading this.

Skandalöse Verhältnisse bei Rabona!

Ich habe am 27.02.25 um Selbstsperre per Email gebeten, weil ich spielsüchtig bin und mich nicht kontrollieren kann. 

Ich habe bereits 3 Mails geschrieben um mich sperren zu lassen. 

Ich habe bereits über die letzten 2 Jahre über 16000 Euro eingezahlt und verloren.

Rabona reagiert nicht und lässt mich fleißig weiter einzahlen. 

Nun fordere ich meine Einzahlungsbeträge ab dem 27.02.25 zurück per Anwalt, wegen meiner Krankheit.

Ich hoffe sehr, dass sich dieses Problem lösen lässt ohne viel Streit.

Mein Name bei Rabona ist Dren99, falls hier ein Supportmitarbeiter mitliest.

Hello Dren99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.

• Did you forward the request from the same e-mail address as your account is registered in?
• Would it be possible to send the first exclusion you have written to nikolas.b@casino.guru for further review?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

yes, I sent the request with the email:

I'm not interested in the large sum!

I would like to get the money back from the deposits made between February 27th and today, because Rabona simply won't close my account even though I'm sick!

I don't want the almost 16000 back completely, please correct me 🙂

The last time I sent an email to the casino was yesterday and asked them to refund my deposits.

Guten Tag Nick,

ja mit der Mail habe ich die Anfrage geschickt: dren.ibrahimi@gmx.de

es geht mir nicht um die große Summe !

Ich möchte das Geld der Einzahlungen wiederbekommen AB dem 27.02.25 bis heute, da mein Konto von Rabona einfach nicht geschlossen wird, obwohl ich krank bin !

Die fast 16000 möchte ich nicht vollkommen zurück haben, ich bitte um Korrektur 🙂

Das letzte mal hab ich gestern dem Casino eine Mail geschickt und sie wieder aufgefordert, mir die Einzahlungen zu erstatten.

Hello Dren99,

Can you please advise if your account is still open and if not, when exactly did the casino block it?

Awaiting your response.

Regards,

Nick

Hello,

the account has still not been blocked!

Greetings Dren

Hallo,

das Konto wurde immernoch nicht gesperrt !

Gruß Dren

Update:

About 2 hours ago the account was blocked.

Unfortunately, I have not yet received a response regarding my claim of €1,705.

The €1,705 consists of deposits from February 27 to February 5. During this period, I should have been banned, and I informed them about my gambling addiction.

Update:

Vor ungefähr 2 Stunden wurde der Account nun gesperrt.

Eine Antwort bezüglich meiner Forderung von 1705€ habe ich leider noch nicht erhalten.

Die 1705€ setzen sich zusammen aus den Einzahlungen vom 27.02 - 05.02. In diesem Zeitraum hätte ich gesperrt sein müssen und ich habe sie über meine Spielsucht informiert.

Thank you Dren99 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Dren99,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Rabona Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Dear Dren99,

I have contacted the casino internally, outside of this thread, and I am hopeful we will get an answer soon. That's why I am setting one last timer. Thank you for your patience.

Hello Michael,

Thank you for your effort!

Greetings Dren

Hallo Michal,

danke für deine Mühe!

Gruß Dren

Hello, is nothing happening now?🙁

Hallo, passiert jetzt nichts mehr ?🙁

Dear Dren99,

We sincerely apologies for your experience.

We kindly request you and Michal to please give us some more time as we are checking your request with the relevant team. We will try our best to help you in this situation and share an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Rabona team.

Hello Rabona,

okay I'm waiting for your answer.

Hallo Rabona,

okay ich warte auf eure Antwort.

Hello Rabona Casino,

I haven't received a single email response yet, whether it was about the account closure or my request for a transaction list.

I hope that a result is slowly coming.

I ask you for a fair and prompt answer and solution.

Greetings Dren99

Hallo Rabona Casino,

ich habe bisher keine einzige antwort per Mail erhalten. Ob es die Kontoschliessung war oder meine Forderung einer Transaktionsliste.

Ich hoffe dass es langsam zu einem Ergebnis kommt.

Ich bitte sie um eine gerechte und zügige Antwort & Lösung.

Gruß Dren99

Dear Rabona Casino,

We are waiting for your updates.

Hello Rabona,

How long do you have to investigate and check?

They have all my data.

I request immediate clarification and a proposed solution.

Hallo Rabona,

wie lange müssen Sie denn noch untersuchen & prüfen ?

Alle meine Daten haben sie vorliegen.

Ich Bitte um unverzügliche Aufklärung und einen Lösungsvorschlag.

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.

Hello Michael,

Could you contact Rabona internally again?

I would appreciate a speedy clarification.

greeting

Hallo Michal,

könntest du Rabona sonst nochmal intern kontaktieren ?

Ich würde mich über eine zügige Klärung freuen.

Gruß

Dear Dren99,

We are sorry to hear about for your experience.  We did not mean to keep you waiting.  

We assure you we have forwarded your refund request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

Rabona team.

Dear Rabona Casino,

We will be waiting for your updates.

More than two months have passed since I filed my complaint.

This is now taking its toll on me both mentally and financially.

I would like this to finally be clarified.

Seit meiner Beschwerde sind nun mehr als 2 Monate vergangen.

Dies nimmt mich mittlerweile psychisch wie finanziell mit.

Ich möchte das dies nun endlich geklärt wird.

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.

Dear Michal and Rabona Casino.

I'm slowly reaching the end of my strength and feel cheated by Rabona Casino.

Updates have been promised in this thread for four weeks, and a refund request is said to be in process. The Pope died and was re-elected in the meantime.

You kindly extended the deadline three times.

I hope that Casinoguru will finally take action against this scam after this last time limit. Since I filed this complaint, I haven't received a single response to what happened and my €1,705 hasn't been delivered.

Safety index: high?

I don't see that yet.

Thanks for your help Michal & your patience with the casino.

Sehr geehrter Michal und Rabona Casino.

Ich bin langsam am Ende meiner Kräfte und fühle mich nur noch betrogen von dem Rabona Casino.

Seit 4 mehr Wochen werden Updates versprochen, in diesem Thread und ein Rückerstattungsantrag soll in Bearbeitung sein. Der Papst ist zwischendrin gestorben und neu gewählt worden.

3 Mal wurde die Frist netterweise von dir verlängert.

Ich wünsche mir von Casinoguru, dass dies nach diesem letzten Timer endlich Konsequenzen für diesen Betrug hat. Es wurde seit dem diese Beschwerde erstellt keine einzige Antwort auf das was passiert ist und meine 1705€ geliefert.

Sicherheitsindex: hoch?

Das sehe ich bislang nicht.

Danke für deine Hilfe Michal & deine Geduld mit dem Casino.

Dear Dren99,

We would want to inform you that as you had sent an email on February 27th, 2025, requesting to close your account due to gambling addiction. And your account was closed on March 13th, 2025.

Therefore, we can see the total amounts you had deposited from March 1st, till March 13th, was = 1,345 EUR.

Hence, we are only liable to refund 1,345 EUR and not 1705 EUR as you had claimed earlier.

We have shared the evidence to Michal via email.

Once, you accept we can proceed immediately.

Waiting for your update.

Best regards,

Rabona team.

Hello Rabona team,

I accept the 1345€.

How do we proceed now?

Hallo Rabona-Team,

ich akzeptiere die 1345€.

wie fahren wir nun fort ?

Dear Dren99,

Thank you for your prompt response,

We have sent an email requesting you to share your bank details to proceed with your refund request.

Waiting for your update.

Best regards,

Rabona team.

I sent them the data.

Thanks.

Ich habe ihnen die Daten geschickt.

Danke.

Dear Dren99,

Thank you for the prompt response and updates. Please let us know here as soon as you receive your refund. I am hopeful that by keeping this complaint open, we have made sure that you will receive your funds successfully.

No money has arrived yet.

I'll keep you updated as soon as anything happens.

Greeting.

Noch ist kein Geld gekommen.

Ich halte sie auf dem laufenden, sobald etwas passiert.

Gruß.

Dear Dren99,

I will set the timer on you. Please reply as soon as you receive the payment.

hello michal,

Nothing happens again. No money coming in.

hallo michal,

es passiert wieder nichts. Kein Geldeingang.

Hello Michael,

still nothing has been transferred.

I feel more and more betrayed by Rabona.

I would be happy if you could set a final deadline of a few days.

I've had enough.

Greetings Dren99

Hallo Michal,

es wurde immernoch nichts überwiesen.

Ich fühle mich immer mehr von Rabona betrogen.

Ich würde mich freuen wenn du eine letzte Frist von wenigen Tagen setzen kannst.

Ich habe langsam genug.

Gruss Dren99

Dear Rabona Casino,

Could you give us an update as to what seems to be the holdup regarding the player's payment?

Dear Dren99,

Thank you for sharing the requested bank details. We have forwarded your details to our relevant department.

Therefore, your refund request should be processed as soon as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Rabona team.

Hello Michael,

the money has arrived!

Thank you very much for supporting Casino-Guru!

hallo Michal,

das Geld ist eingegangen!

Danke vielmals für die Unterstützung von Casino-Guru!

Dear Dren99,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru