Rabona Casino - El jugador tiene dificultades para cerrar la cuenta.

I've been trying to close my account for months.

every time I am put off.

I have invested several thousand euros into it since then.

please never register.

You're just getting ripped off.

Apparently my account was closed, but it still works. I've been fighting to get enough since the beginning of the year.

Versuche schon seit Monaten mein Konto zu schließen.

jedesmal werde ich vertröstet.

habe seit her mehrere Tausende Euros weit hinein gesteckt.

bitte niemals registrieren.

Man wird bloß abgezockt.

Angeblich wurde mein Konto geschlossen aber es funktioniert immernoch. Seit Anfang des Jahres kämpfe ich darum es reicht.

Dear osmantuerkay,

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).

Would you be so kind as to forward me the first account closure request you sent to the casino? You can send it to me at veronika.f@casino.guru, or you can post screenshots here.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Now I would like to explain my concerns in more detail.

My first email requesting the closure of my account due to my gambling addiction was dated January 29, 2025. However, as of today, April 14, 2025, my request has not been met. Although I was confirmed as of April 5, 2025, the closure, I still have access to the account. During this time, I have deposited a total of €1,825 and withdrawn only €500. I therefore request a refund of the difference of €1,325.

Please find the relevant evidence in the email address you gave me. I have sent you a PDF there with all the relevant screenshots.

I request that you promptly process my complaint, immediately close my account, and refund the amount stated.

Best regards

Osman T.

Jetzt möchte ich mein Anliegen detailliert näher bringen.

Meine erste E-Mail mit der Bitte um Schließung meines Kontos wegen meiner spielsucht datiert vom 29.01.2025. Bis zum heutigen Tag, dem 14.04.2025, wurde meinem Anliegen jedoch nicht nachgekommen, mir wurde zwar zum 5.04.2025 die Schließung bestätigt, aber ich habe weiterhin Zugang aufs Konto. In dieser Zeit habe ich insgesamt 1.825 € eingezahlt und lediglich 500 € ausgezahlt. Die Differenz von 1.325 € fordere ich daher zur Rückerstattung.

Die entsprechenden Nachweise entnehmen Sie bitte der Mail Adresse die sie mir genannt haben dort hab ich ihnen eine pdf geschickt mit allen Screenshots die relevant sind.

Ich bitte Sie um eine umgehende Bearbeitung meiner Beschwerde, die sofortige Schließung meines Kontos sowie die Rückerstattung des genannten Betrags.

Mit freundlichen Grüßen

Osman T.

If we go by that, I also informed the support about my gambling addiction on 04.01.2025 and asked for the closure

Wenn wir danach gehen hab ich den Support auch am 04.01.2025 über meine Spielsucht aufgeklärt und um die Schließung gebeten

Here again are the total deposits from January 29th.

If you consider the one from January 4th to be refundable, I will provide it upon request.

Hier nochmal die gesamten Einzahlungen ab dem 29.01.

falls sie die vom 04.01 für Rückerstattungsfähig halten reiche ich die nach auf Aufforderung.

I just realized that, as mentioned above, I first contacted Rabona support on January 29th. On January 4th, I contacted another casino to close my account, but my account was closed there. This is only about Rabona Casino, which I've been trying to close since January 29th due to my gambling addiction.

Mir ist gerade aufgefallen, dass ich den Support von Rabona wie bereits erwähnt am 29.01. zum ersten Mal kontaktiert habe. Am 04.01. hatte ich ein anderes Casino zwecks Schließung kontaktiert, aber dort ist mein Konto geschlossen. Hier geht es ausschließlich um das Rabona Casino, das ich seit dem 29.01. wegen meiner Spielsucht schließen möchte. 

Thank you very much, osmantuerkay, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Great, thank you first

Super bedanke mich vor erst

Hello osmantuerkay,

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

Thank you

vielen Dank

If further evidence is needed, I will be happy to provide it

falls noch Beweise benötigt werden reiche ich sie gern nach

I'm still waiting for an answer

Ich warte immernoch auf eine Antwort

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 osmantuerkay,

We are sorry to hear about for your experience.   

We have forwarded your 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.

Still no answer, everything is delayed as usual.

immernoch keine Antwort, wird immer alles hinaus gezögert wie üblich.

Dear Rabona Casino,

We will be waiting for your updates.

I think this is a disgrace! This casino should have its license revoked for this kind of behavior towards its customers.

Ich finde das eine Frechheit !!! Diesem Casino sollte die Lizenz weg genommen werden für dieses Verhalten gegenüber den Kunden.

Hello All,

We are aware of the delay and osmantuerkay we do not meant to keep you waiting.

As we checked your account we could see due to some error your account was not closed properly. Hence, you were able to continue using it. We sincerely apologies for the inconvenience. We have closed the account now and also sent a confirmation via email.

We assure you we have forwarded all the details and we are already working on your refund request.

Therefore, we will share an update as swiftly as possible.

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

Best regards,

Rabona team.

Dear Rabona Casino,

Thank you for the reply and also for your willingness to resolve this issue. Please keep us informed about further developments.

Hello osmantuerkay

We have sent an email to you.

We will wait for your update.

Best regards,

Rabona team.

I received the email and can't understand why only €688 is being offered as compensation? That's barely half the amount I'm demanding.

I have done nothing wrong.

It was their fault that my account wasn't blocked and so they should pay the full compensation.

Ich habe die Mail erhalten und kann nicht nachvollziehen warum nur 688€ angeboten wird als Entschädigung? Das ist gerade mal die Hälfte der Summe die ich fordere.

ich hab mir nichts zu Schulden kommen lassen.

das war die Schuld von ihnen das mein Account nicht gesperrt wurde und so sollten sie auch die volle Entschädigung bezahlen.

A gesture of goodwill would be to transfer the amount due to me to my account without complaint or wasting time and to apologize sincerely.

gesture of goodwill wäre ohne Beanstandung und Zeitverschwendung die mir zu stehende Summe auf meine. Konto zu überweisen und sich aufrichtig zu entschuldigen

My deposits total €1,775, and I've made one withdrawal of €500 from my account during this time. This results in a total amount due to me of €1,275.

Meine Einzahlungen belaufen sich auf 1775€ habe in der Zeit einmal eine abhebung in Höhe von 500€ auf mein Konto getätigt. Somit ergibt sich ein Betrag der mir zu steht in Höhe von 1275€.

Hello osmantuerkay,

In order to make sure the situation is resolved, we would like to offer you a full settlement of 1,275 EUR as per your request. 

We have asked for your payment details via email please share the required details to proceed with your refund request.

Best regards,

Rabona team.

I have submitted the required data for the refund by email

Ich habe die benötigten Daten für die Erstattung per email eingereicht

Dear Rabona Casino,

Please keep us informed about the status of the refund.

I got the refund today the case can be closed

Ich hab die Rückerstattung heute bekommen der Fall kann geschlossen werden

Dear osmantuerkay,

Thank you for the confirmation.

Our team wishes you all the best for your future activities!

Best regards,

Rabona team.

Dear osmantuerkay,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru