Rabona Casino - O pedido de encerramento da conta do jogador permanece sem resposta.

On June 10, 2026, I explicitly requested Rabona Casino via email to close my player account.

My message was clearly formulated:

"Hi, please close my account. Thanks."

I have unequivocally requested the closure of my account. I can provide a screenshot of this email as proof.

Despite my explicit request, I received no confirmation or any response whatsoever from Rabona.

Since my account was still open and I had not received any feedback from the casino, I replied directly to my original email on July 3, 2026, and again requested a response to my account closure request.

I have received no response to this renewed attempt to contact them to this day.

What is particularly problematic for me is that my account remained active and usable despite my explicit request to close it.

From the time of my first account closure request on June 10, 2026, I continued to deposit money into the account.

The following amounts apply for this period:

Deposits: €18,900

Payouts: €11,650

Net loss: €7,250

Therefore, after my explicit request to close the account, I suffered a net loss of €7,250.

My complaint

I consider it inappropriate that a clear request to close my player account remained unanswered for an extended period of time, while my account continued to be active.

In particular, I do not understand why the casino has not responded to either my original request of June 10, 2026, or to my follow-up inquiry of July 3, 2026.

Had my account closure request been processed properly, I should no longer have been able to use the account for deposits and gambling after requesting its closure.

I therefore ask Casino Guru to investigate whether Rabona Casino has adequately fulfilled its obligations to me by handling my account closure request.

Due to the fact that my account remained open despite my explicit request for closure, allowing me to make further deposits and engage in gaming activities, I demand a refund of my net loss of €7,250.

I can provide the following evidence:

Screenshot or original of my email from June 10, 2026

My renewed reply to this email dated July 3, 2026

complete deposit and withdrawal history

Proof of €18,900 in deposits

Proof of €11,650 in payouts

I request that Casino Guru conduct a fair review of the facts and ask Rabona Casino to issue a statement regarding this matter.

Am 10.06.2026 habe ich Rabona Casino per E-Mail ausdrücklich aufgefordert, mein Spielerkonto zu schließen.

Meine Nachricht war eindeutig formuliert:

„Hi, please close my account. Thanks."

Ich habe damit unmissverständlich die Schließung meines Kontos verlangt. Einen Screenshot dieser E-Mail kann ich als Nachweis zur Verfügung stellen.

Trotz meiner eindeutigen Aufforderung erhielt ich von Rabona keine Bestätigung und überhaupt keine Antwort.

Da mein Konto weiterhin geöffnet war und ich keine Rückmeldung vom Casino erhalten hatte, habe ich am 03.07.2026 direkt auf meine ursprüngliche E-Mail geantwortet und erneut eine Rückmeldung zu meiner Kontoschließungsanfrage verlangt.

Auch auf diese erneute Kontaktaufnahme erhielt ich bis heute keinerlei Antwort.

Besonders problematisch ist für mich, dass mein Konto trotz meiner ausdrücklichen Aufforderung zur Schließung weiterhin aktiv und für mich nutzbar war.

Ab dem Zeitpunkt meiner ersten Kontoschließungsanfrage am 10.06.2026 habe ich weiterhin Geld auf das Konto eingezahlt.

Für diesen Zeitraum ergeben sich folgende Beträge:

Einzahlungen: 18.900 €

Auszahlungen: 11.650 €

Nettoverlust: 7.250 €

Somit habe ich nach meiner ausdrücklichen Aufforderung zur Kontoschließung einen Nettoverlust von 7.250 € erlitten.

Meine Beschwerde

Ich halte es für nicht angemessen, dass eine eindeutige Aufforderung zur Schließung meines Spielerkontos über einen längeren Zeitraum unbeantwortet blieb und mein Konto gleichzeitig weiterhin aktiv war.

Insbesondere verstehe ich nicht, weshalb das Casino weder auf meine ursprüngliche Anfrage vom 10.06.2026 noch auf meine erneute Nachfrage vom 03.07.2026 reagiert hat.

Wäre meine Kontoschließungsanfrage ordnungsgemäß bearbeitet worden, hätte ich nach meiner Aufforderung zur Schließung keine Möglichkeit mehr haben dürfen, das Konto weiterhin für Einzahlungen und Glücksspiel zu nutzen.

Ich bitte Casino Guru daher, zu prüfen, ob Rabona Casino seine Verpflichtungen gegenüber mir durch den Umgang mit meiner Kontoschließungsanfrage angemessen erfüllt hat.

Aufgrund der Tatsache, dass mein Konto trotz meiner ausdrücklichen Schließungsanfrage weiterhin geöffnet blieb und ich dadurch weitere Einzahlungen und Spielaktivitäten durchführen konnte, fordere ich die Rückerstattung meines Nettoverlustes von 7.250 €.

Ich kann folgende Nachweise zur Verfügung stellen:

Screenshot bzw. Original meiner E-Mail vom 10.06.2026

meine erneute Antwort auf diese E-Mail vom 03.07.2026

vollständige Ein- und Auszahlungshistorie

Nachweis über 18.900 € Einzahlungen

Nachweis über 11.650 € Auszahlungen

Ich bitte Casino Guru um eine faire Prüfung des Sachverhalts und darum, Rabona Casino zu einer Stellungnahme zu diesem Vorgang aufzufordern.

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Dear Drezul27;

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 tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

Dear Tomas,

thank you for your response.

I understand the distinction you are making between a regular account closure and self-exclusion.

To clarify my case, my request on 10 June 2026 was an explicit and unambiguous request to close my player account. I wrote:

"Hi, please close my account. Thanks."

I did not receive any confirmation or response from Rabona.

As my account remained open and fully usable, I replied to my original email on 3 July 2026 and again requested a response regarding my account closure request. I also received no response to this follow-up.

I can provide the complete email correspondence, including the original request from 10 June 2026 and my follow-up from 3 July 2026, as well as my complete deposit and withdrawal history.

Importantly, despite my explicit request to close the account, the account remained active and I was still able to make deposits and gamble.

I therefore ask Casino Guru to specifically examine whether Rabona handled my explicit account-closure request appropriately and why the account remained open and usable without any response from the casino.

I will forward the requested email correspondence and supporting documents to tomas@casino.guru.

Thank you for reviewing the matter.

Thanks for your patience.

I checked my inbox and spam folders; however, I haven't received any emails I could identify as coming from you so far.

If the issue persists, please send the communication between you and the casino to my email at tomas@casino.guru for review.

Looking forward to your reply.