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

Hi, I have never been asked for KYC verification.

Yes, I responded to the confirmation email, but I had to send two more before self-exclusion was activated. Yesterday, they finally closed my account permanently, as specified.

The problem is that the T&Cs don't specify how long it will take for the account to be closed. Therefore, to avoid a constant and tedious exchange of emails, I specified that my email address be considered definitive and that no further confirmation would be required from me. This is precisely what I cannot tolerate: these casinos always try to prolong these procedures by sending multiple emails before the request is processed. I could have admitted my fault if they had responded to my email accepting the closure and informing me that it might take a few days for it to be fully processed. If a player declares they no longer wish to play on the site due to an addiction, the casino must assume responsibility for fulfilling the customer's request immediately or, at least, must be clear about the timeframe for self-exclusion.

Ciao, la verifica KYC non mi è stata mai richiesta.

Si ho risposto alla mail di conferma , ma ne ho dovute inviare altre due prime che l'autoesclusione fosse attivata. Ieri finalmente hanno chiuso il mio account in maniera definitiva come specificato.

Il problema è che leggendo i T&C non viene specificato entro quanto verrà effettivamente chiuso il conto. In virtù di questo, per evitare un continuo e noioso scambio di mail, ho specificato che la mia mail fosse presa come definitiva e che non ci sarebbe stato ulteriormente bisogno di conferme da parte mia. Ciò che non tollero è proprio questo: questi casino cercano sempre di allungare la durata di queste pratiche inviando diverse mail prima che la richiesta venga performata. Avrei potuto riconoscere una mia colpa se avessero risposto alla mia mail accettando la chiusura ed informandomi che eventualmente ci sarebbe stato bisogno di aspettare qualche giorno affinchè fosse espletata completamente. Se un giocatore dichiara di non voler piu giocare sul sito a causa di una dipendenza il casino dev e assumersi la responsabilità di soddisfare nell'immediato la richiesta del cliente o comunque deve essere chiaro sui tempi necessari alla autoesclusione.

I don't know if I made myself clear: if a customer presents a problem and says they want to be permanently self-excluded, the casino can't prevaricate by replying "Are you sure you want to leave?"

Non so se mi sono spiegato: se un cliente presenta un problema e dice di volere essere autoescluso in maniera permanente il casinò non può tergiversare rispondendo " sei sicuro di voler andare via?"

Dear Veronika

First of all, I apologize for the insistence, but I believe it's unacceptable for a player to have to go through the hassle of requesting self-exclusion for gambling problems. The casino should ensure that large deposits and the option to self-exclude have equal timeframes. It's unthinkable that a player, after a very explicit request, would be forced to fight to close their account. Fortunately, while significant, the deposited amount isn't life-changing; however, if I had continued depositing, a disastrous scenario would have been set up for me. If possible, I would invite a casino representative to clarify the situation and find a solution.

Cara Veronika

mi scuso innanzitutto per l'insistenza ma ritengo che sia inaccettabile per un giocatore dover fare i salti mortali per richiedere l'autoesclusione per problemi di gioco d'azzardo. il casino dovrebbe garantire che il deposito di grosse somme e la possibilità di autoescludersi abbiano scale temporali di uguale misura. è impensabile che un giocatore dopo una richiesta esplicitissima sia costretto a combattere per chiudere il conto. Fortunatamente, per quanto importante, la somma depositata non cambia la vita; tuttavia se avessi continuato a depositare si sarebbe preparato uno scenario disastroso per me. Inviterei se possibile un rappresentante del casino per chiarire l'accaduto e trovare una soluzione.

Thank you for your responses.

I understand your concerns regarding the self-exclusion process and the importance of ensuring that players experiencing gambling-related issues are protected as quickly as possible.

However, we also need to consider the specific circumstances of each case. Based on the information provided so far, it appears that your self-exclusion request was submitted on 2 July and that your account was permanently closed by the casino on 5 July. Therefore, the account closure process was completed within three days of your request. Could you please confirm that this timeframe is correct?

The casino received my email on July 2nd, but instead of immediately activating the self-exclusion, it arbitrarily decided to require further confirmation. This intermediate step is nowhere mentioned in the official Terms and Conditions. Because of this obstacle, I was forced to send two more emails before the request was finally processed.

While I understand the time required to process the administrative procedures, it's clear that the casino deliberately delayed the process by requiring unnecessary confirmation, given that in my first email, I had explicitly requested immediate and definitive activation of the measure. If the operator had handled the request with due diligence, it should have activated the procedure immediately, informing me, if necessary, of the processing time; in that case, I would have been responsible for any subsequent actions.

Therefore, it is unjustifiable to reject this complaint based on the pretext that the casino took "only" three days to close the case, and only after repeated reminders. What would have happened if I had continued to deposit in the meantime, losing all my money?

Il casinò ha preso visione della mia email in data 2 luglio ma, anziché procedere all'attivazione immediata dell'autoesclusione, ha arbitrariamente deciso di richiedere un'ulteriore conferma. Tale passaggio intermedio non è menzionato in alcun punto dei Termini e Condizioni ufficiali. A causa di questo ostacolo, sono stato costretto a inviare altre due comunicazioni prima che la richiesta venisse finalmente perfezionata.

Pur comprendendo i tempi tecnici necessari per la gestione delle pratiche amministrative, è evidente che il casinò abbia deliberatamente dilazionato i tempi procedurali esigendo una conferma superflua, dato che nella mia prima email avevo esplicitamente richiesto un'attivazione immediata e definitiva del provvedimento. Se l'operatore avesse gestito la richiesta con la dovuta diligenza, avrebbe dovuto attivare la procedura all'istante, informandomi semmai dei tempi tecnici di elaborazione; in quel caso, la responsabilità di eventuali azioni successive sarebbe ricaduta su di me.

Risulta pertanto ingiustificabile il rigetto del presente reclamo basato sul pretesto che il casinò abbia impiegato "solo" tre giorni per chiudere la pratica, peraltro esclusivamente a seguito di ripetuti solleciti. Cosa sarebbe successo se nel frattempo avessi continuato a depositare, perdendo tutti i miei soldi?

Veronika, I'm truly sorry. This time, too, the complaint will be rejected. I acted consciously this time, explaining the nature of the problems that led to my account closure. You won't be able to help me this time either, and the casino will emerge clean and unscathed. This is truly sad.

Veronika sono veramente dispiaciuto. Anche questa volta il reclamo verrà rigettato. Ho agito in maniera consapevole questa volta, esplicitando la natura dei problemi che mi portavano a chiudere l'account. Neanche questa volta riuscirete ad aiutarmi e il casinò ne uscira pulito ed indenne. Questo è veramente triste.

Dear antzi28,

Thank you for your additional comments.

I understand your concerns and I appreciate that you explained your point of view. We fully agree that requests related to gambling problems should be treated seriously and handled as quickly as reasonably possible.

However, when reviewing such cases, we need to consider the specific circumstances and available evidence. According to the information provided, you submitted your self-exclusion request on 2 July, and the casino permanently closed your account on 5 July.

Please note that, in most casinos, self-exclusion requests are not processed automatically and usually require manual review by the responsible department. This process may involve certain verification steps or confirmation requests to ensure that the request is genuine and properly processed. Therefore, some reasonable processing time is generally expected.

From our perspective, Rabona Casino completed the self-exclusion process within a reasonable timeframe and restricted your account access within three days of your initial request. While we understand that you would have preferred an immediate closure without any additional communication, we cannot conclude that the casino failed to act responsibly or that the account remained open for an unreasonable period.

For this reason, we cannot hold the casino responsible for the deposits made while the self-exclusion request was still being processed, and unfortunately, you are not eligible for a refund of the deposited amount.

I understand this may not be the outcome you were hoping for, but based on the available information, we have no other option than to reject this complaint.

Thank you for your understanding.

Best regards,

Veronika

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