Rabona Casino - Jugador busca desesperadamente un reembolso tras autoexclusión.

Please I'm desperate I don't know how to get my money back.

I realized I had a serious gambling problem and turned to the serd and excluded myself from all the sites.

Rabona does not have the option to close your account (at least until now).

On January 16th I received an email with a €50 bonus and I played it, 3 days later I destroyed myself by playing 15,000 a loan I made for important things, my life is slipping away from me, I ask Rabona for a hand to get this money back, I'm destroyed.

I was on a recovery journey but after this, psychologically I fear the worst.

Pergavore I have already sent more than 127 emails begging Rabona.

My life depends on the processing of this refund please.

Please, I've been suffering from anxiety, eating disorders and insomnia for two days... I'm writing to Rabona at any time, I can't sleep anymore

Perfavore sono disperato non so come fare a riavere i soldi indietro.

ho capito di avere seri problemi con il gioco d’azzardo e mi sono rivolto al serd e mi sono autoescluso da tutti i siti.

Rabona non ha la possibilità di chiusura account ( almeno fino ad oggi).

il 16 gennaio mi è arrivata una email con un bonus di 50€ e li ho giocati, 3 giorni dopo mi sono distrutto mi autodistrutto giocando 15000 un finianzamento che ho fatto per cose importanti ho la mia vita che mi sta sfuggendo dalle mani chiedo a rabona una mano per avere indietro questi soldi sono distrutto.

stavo intraprendendo un percorso di ripresa ma dopo questa psicologicamente temo il peggio.

Pergavore ho già mandato più di 127 e-mail implorando Rabona.

La mia vita dipende dallo sviluppo di questo rimborso la prego.

la prego è da due giorni che soffro di ansia disturbi alimentari e insonnia… sto scrivendo a Rabona in qualsiasi orario non dormo più

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Dear Alessandro657,

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 veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I sent her everything

le ho mandato tutto

I am requesting that my account be reopened to collect transactions made since Monday, January 19, 2026.

chiedo che il mio conto venga riaperto per andare a prendere le transazione effettuate da lunedì 19 gennaio 2026

Please I'm desperate I'm not getting any more response from Rabona... I'm out of energy

I sent more than 170 emails, I contacted customer service 24 hours a day, but now they won't let me contact them anymore.

I lost 15,000. I know I gambled it myself, but I have a deep problem with gambling... I'm having health problems after this loss. I can't sleep anymore, I don't eat anymore, I don't get out of bed.

I'm just hopelessly desperate

I'm not even going to sessions anymore

Perfavore sono disperato non sto avendo più risposta da Rabona… ho esaurito le forze

ho mandato più di 170 email ho contatto il servizio clienti h24 addirittura ora non me lo fa contattare più

ho perso 15000 so di averli giocati io ma ho un problema profondo con il gioco d’azzardo…sto riscontrando problemi dopo questa perdita a livello di salute non dormo più non mangio più non mi alzo dal letto.

sono proprio senza speranza disperato

Non sto andando nemmeno più alle sedute

Before losing this sum, my document was and still is registered in the ADM register of self-excluded people...

Italian gambling policies were not respected even without the ADM license

Therefore I request a refund, I repeat since I am self-excluded from all sites

il mio documento prima di perdere questa somma risultava e risulta tutt’oggi al registro adm degli autoesclusi…

non sono state rispettate le politiche italiane sul gioco d’azzardo anche non avendo la licenza adm

Pertanto richiedo il rimborso, ripeto essendo io autoescluso da tutti i siti

Dear Casino Guru team,

I am contacting you to report a very serious case involving the Rabona online casino, for which I request your support as a mediator.

At the time of the events, I was actively self-excluded through the national ADM system (Italy).

Despite this self-exclusion being in effect, Rabona Casino (a non-ADM operator) still allowed me to:

- register / log in to your account

- make deposits

- play without any restrictions

As a result, I suffered overall losses of approximately €15,000.

Despite not being a regulated operator, Rabona accepts Italian players and promotes responsible gaming policies. Allowing a self-excluded player to play at the national level represents a serious lack of protection, especially considering that self-exclusion is a tool specifically designed to prevent financial and personal harm.

I have already contacted Rabona asking for explanations and a refund of the lost sums, but so far I have not received an adequate response.

I therefore kindly ask Casino Guru to:

- examine my case

- evaluate the casino's conduct in relation to responsible gaming policies

- intervene as a third party to help me obtain a fair solution, including reimbursement for losses suffered

I'm available to provide all the necessary documentation: proof of ADM self-exclusion, gaming history, and communications with the casino.

Thank you for your attention and I look forward to hearing from you.

Best regards,

Alessandro Z.

Gentile team di Casino Guru,

vi contatto per segnalare un caso molto serio che coinvolge il casinò online Rabona, per il quale richiedo il vostro supporto come mediatore.

Al momento dei fatti, ero attivamente autoescluso tramite il sistema nazionale ADM (Italia). 

Nonostante questa autoesclusione fosse in vigore, il casinò Rabona (operatore non ADM) mi ha comunque consentito di:

- registrarmi / accedere all’account 

- effettuare depositi 

- giocare senza alcuna restrizione 

A causa di ciò, ho subito perdite complessive pari a circa 15.000 €.

Pur essendo un operatore non ADM, Rabona accetta giocatori italiani e promuove politiche di gioco responsabile. Consentire il gioco a un utente autoescluso a livello nazionale rappresenta una grave mancanza di tutela, specialmente considerando che l’autoesclusione è uno strumento pensato proprio per prevenire danni economici e personali.

Ho già contattato Rabona chiedendo spiegazioni e un rimborso delle somme perse, ma finora non ho ricevuto una risposta adeguata.

Chiedo quindi gentilmente a Casino Guru di:

- esaminare il mio caso 

- valutare la condotta del casinò in relazione alle politiche di gioco responsabile 

- intervenire come parte terza per aiutarmi a ottenere una soluzione equa, incluso il rimborso delle perdite subite

Sono disponibile a fornire tutta la documentazione necessaria: prova dell’autoesclusione ADM, cronologia di gioco e comunicazioni con il casinò.

Vi ringrazio per l’attenzione e resto in attesa di un vostro riscontro.

Cordiali saluti, 

Alessandro Z.

Thank you for your responses and for providing additional information regarding your case.

Please note that Rabona Casino is licensed by AOFA, which means it does not have access to the Italian ADM self-exclusion register. As a result, the casino could not have been aware of your gambling problems unless you explicitly informed them about your addiction and requested the closure or self-exclusion of your account.

We understand that you were in contact with the casino’s live chat after losing deposits totaling €15,000. However, in order for us to assess whether any refund could be considered, it is essential to clarify when the casino was informed about your gambling addiction.

Could you please confirm whether you requested self-exclusion from Rabona Casino due to gambling addiction before you started depositing and playing on the platform?

If so, kindly provide any available evidence (such as emails or chat transcripts) showing that the casino was informed prior to your gameplay.

This information is crucial for us to determine whether the casino failed to act responsibly.

Dear Casino Guru team,

Thank you for your previous reply and for your attention to my case.

As requested, I'm attaching proof of deposits made at Rabona Casino, totaling a significant amount, including a top-up of €1,000.

I would like to point out that the deposits do not appear under the name "Rabona", but are listed as:

- "REALGUER"

- "Zentoria Limited"

as POS payments to my bank account. I understand that these are payment processors used by the casino.

Attached you will find:

- screenshots of individual transactions (€500 + €500 = €1,000)

- visible value dates and accounting dates

- payment method used

I understand that the ADM self-exclusion wasn't visible at the casino, but I still wanted to provide you with complete and transparent documentation of what happened, so you can assess whether there are any other relevant elements from a responsible gaming perspective.

I remain available for any further information or clarification.

Thank you for your time and professionalism.

Best regards

Alessandro Z.

If you need any further information, I am here at your disposal.

Thank you

Gentile team di Casino Guru,

vi ringrazio per la vostra precedente risposta e per l’attenzione dedicata al mio caso.

Come richiesto, vi invio in allegato le prove dei depositi effettuati su Rabona Casino, per un importo complessivo significativo, inclusa una ricarica totale di 1.000 €.

Desidero precisare che i depositi non compaiono con il nome "Rabona", ma risultano come:

- "REALGUER"

- "Zentoria Limited"

come pagamenti POS sul mio conto bancario. Comprendo che si tratti di processori di pagamento utilizzati dal casinò.

In allegato troverete:

- screenshot delle singole transazioni (500 € + 500 € = 1.000 €)

- date valuta e date contabili visibili

- metodo di pagamento utilizzato

Sono consapevole che l’autoesclusione ADM non fosse visibile al casinò, ma desideravo comunque fornirvi una documentazione completa e trasparente di quanto accaduto, affinché possiate valutare se vi siano ulteriori elementi rilevanti dal punto di vista del gioco responsabile.

Resto a disposizione per qualsiasi ulteriore informazione o chiarimento.

Grazie per il tempo e la professionalità.

Cordiali saluti 

Alessandro Z.

Se avete bisogno di altre informazioni, io sono qui a vostra disposizione.

Vi ringrazio

Dear Casino Guru Team,

thank you for your continued review of my case.

I am providing additional evidence that I believe is highly relevant to the assessment of responsible gambling practices applied by Rabona Casino.

Along with my bank transaction history, I have attached emails sent directly by Rabona Casino confirming that multiple withdrawal requests of 500 EUR were cancelled on different dates (December 2025 and January 2026).

These emails demonstrate that:

- withdrawals were actively requested,

- the requests were subsequently cancelled,

- and the casino was fully aware of this repeated behavior.

Combined with the attached bank statements showing:

- numerous consecutive deposits of 500 EUR,

- made within very short timeframes,

- resulting in several thousand euros lost within the same day,

- processed through multiple payment descriptors (Zentoria Limited, Alphyn Soft Ltd, spinsopotamia.com),

this clearly indicates a pattern of escalating gambling activity and loss of control.

Despite these evident risk indicators (repeated cancelled withdrawals, rapid redepositing, and high losses), no responsible gambling measures appear to have been applied by the casino, such as:

- deposit or loss limits,

- cooling-off periods,

- proactive risk assessment,

- or responsible gambling intervention.

I understand that Rabona Casino does not have access to the Italian ADM self-exclusion register. However, the behavior described above was fully visible within the casino’s own systems and should have triggered internal responsible gambling safeguards.

I kindly ask you to assess whether Rabona Casino acted in accordance with responsible gambling standards.

Please let me know if any further clarification or documentation is required.

Kind regards, 

Alessandro

These are just some examples.

Dear,

I hereby wish to supplement my report regarding the gaming activity carried out on the Rabona platform, despite my active self-exclusion from gaming sites.

Following what happened, I am experiencing a significant worsening of my psychophysical condition, with symptoms such as intense anxiety, insomnia, nausea, and loss of appetite, attributable to financial stress and the violation of the protections provided for self-excluded individuals.

I would like to point out that I am already being followed by the relevant services (SERD) and that in the next few days I will request appropriate clinical documentation certifying my state of health, should it be necessary to produce it to support this report.

I believe that the failure to apply protective measures directly contributed to the damage suffered, and I trust in a careful and responsible assessment of my case in order to find a fair solution.

I look forward to hearing from you.

Best regards

Alessandro Z.

Gentili,

con la presente desidero integrare la mia segnalazione relativa all’attività di gioco svolta sulla piattaforma Rabona, nonostante la mia autoesclusione attiva dai siti di gioco.

A seguito di quanto accaduto, sto vivendo un significativo peggioramento del mio stato psicofisico, con sintomi quali ansia intensa, insonnia, nausea e perdita dell’appetito, riconducibili allo stress economico e alla violazione delle tutele previste per soggetti autoesclusi.

Preciso che sono già seguito dai servizi competenti (SERD) e che nei prossimi giorni provvederò a richiedere idonea documentazione clinica attestante il mio stato di salute, qualora fosse necessario produrla a supporto della presente segnalazione.

Ritengo che la mancata applicazione delle misure di tutela abbia contribuito in modo diretto al danno subito e confido in una valutazione attenta e responsabile del mio caso, al fine di individuare una soluzione equa.

Resto in attesa di un vostro riscontro.

Cordiali saluti 

Alessandro Z.

Thank you for the additional information regarding your case. Could you please specify when exactly your account was closed? If you received any emails from the casino confirming that your account has finally been self-excluded, please forward them to me.

Good morning,

I had informed Rabona of my gambling problem and my difficult emotional situation. Only after that did they decide to close my account, but by then I had already lost all my money.

I believe the casino should have limited or closed my account sooner to protect me.

I attach the email as proof.

Best regards,

Alexander

Buongiorno,

avevo informato Rabona del mio problema con il gioco e della mia situazione emotiva difficile. Solo dopo questo hanno deciso di chiudere il mio account, ma ormai avevo già perso tutto il denaro.

Credo che il casinò avrebbe dovuto limitare o chiudere il mio account prima per proteggermi.

Allego l’email come prova.

Cordiali saluti,

Alessandro

Dear Casino Guru Team,

I would like this matter to be reported to the casino licensing regulator.

Best regards

Z. Alessandro

Gentile team di casinò guru,

vorrei che il caso fosse segnalato all’ente regolatore della licenza del casinò.

Distinti saluti

Z. Alessandro

Dear Alessandro657,

Thank you for your patience and for providing all the additional documentation and explanations.

First of all, I would like to sincerely say that I am truly sorry to read about how much this situation has affected you. It is clear that you are going through a very difficult period, and I genuinely hope you continue seeking support from the professionals who are assisting you. Your health and well-being are far more important than any financial loss.

After carefully reviewing all the information and evidence you have provided, we unfortunately have to conclude that we are unable to assist you in obtaining a refund.

From the documentation provided, it appears that you informed the casino about your gambling problem only after you lost all your deposits in regular gameplay. We have not received evidence showing that you had requested self-exclusion from Rabona specifically due to gambling addiction prior to the deposits and gameplay in question. For these reasons, we are not able to escalate this case further or request a refund on your behalf.

Based on the latest information available to us, Rabona appears to be transitioning away from its previous license, and at this time, we do not have sufficient clarity regarding its current regulatory status. As a result, there is no clearly identifiable licensing authority we can advise you to contact.

We will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

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