Rabona Casino - O pedido de encerramento da conta do jogador está atrasado.

I would like to close my account, the support chat has been telling me for 3 days that I should write an email and it will be done.

I told the casino in live chat that I am addicted to gambling and that I want to close my account permanently. However, the casino has not responded to my request and my account is still open.

Ich will gerne mein konto schließen, der support chat schreibt mir seit 3 tagen ich sollte eine email schreiben und es wird veranlasst.

ich habe dem casino mitgeteilt im live chat das ich spielsüchtig bin und ich mein konto dauerhaft schließen möchte. Das casino jedoch reagiert nicht auf meine bitte und mein account ist noch immer geöffnet.

Dear Shane888,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to 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 the 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 problems).

Is the attached account closure request the only one you have?

If there are others, 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

No, that's the only one. I contact the live chat every day but always get the same answer that I should contact the support email.

I honestly don't know what to do anymore.

Then a self-exclusion would be better in my situation but unfortunately I don't know how to do this

Nein das ist der einzige, ich kontaktiere jeden tag den live chat aber bekomme immer nur die selbe antwort das ich mich an die support email wenden soll.

Ich weis nichtmehr was ich tun soll ehrlich gesagt.

Dann wäre eine selbstausschluss in meiner situation besser aber ich weis leider nicht wie ich diesen veranlassen soll

Dear Shane888, I've checked the responsible gaming section and this is what I found:

Self-exclusion request: you can contact Support Service Team via e-mail: support@rabona.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

I just got an email saying that my account has been deleted. Thank you for your help

Habe gerade eine email bekommen das mein konto nun gelöscht wurde. danke für ihre hilfe

Dear Shane888, do you need any more assistance, or can we consider this case closed?

I don't need any further help. Thank you very much.

Best regards

Ich benötige keine weitere Hilfe. Danke vielmals.

Liebe grüße

Dear Shane888,

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