Rabona Casino - El cierre de la cuenta del jugador se ha retrasado.

Greetings,

I requested account closure due to gambling addiction. To expedite the process, I requested that the email be considered final, without receiving further confirmation from me regarding the closure. However, they responded with an email requesting further confirmation. This resulted in me depositing another €197 this morning, which I have since lost. I am therefore requesting a refund of this amount due to a breach of my request for immediate closure. As a customer, I felt unprotected and have lost this amount.

Salve,

ho chiesto la chiusura dell’account per problemi di dipendenza da gioco d’azzardo. Per accelerare il processo ho richiesto che la mail inviata fosse presa come definitiva, senza la neve di ricevere ulteriori conferme da parte mia in merito alla chiusura. Tuttavia mi hanno risposto con una mail in cui richiedevano un ulteriore conferma. Questo ha comportato che stamattina depositassi altri 197€ che ho perso. Richiedo pertanto il rimborso di questa cifra a causa di un’inottemperanza in merito alla mia richiesta di immediata chiusura. In quanto cliente non mi sono sentito tutelato e ho perso questa somma.

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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.

• Have you replied to the casino’s email requesting confirmation regarding your account closure? Please note that it is important to follow the casino’s instructions to ensure that your self-exclusion request is properly processed.
• Have you completed the full KYC verification at this casino?
• How many times did you contact the casino to request account closure or self-exclusion? Did you use any communication channels other than email, or send multiple emails requesting self-exclusion?

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