Rabona Casino - La cuenta del jugador corre el riesgo de ser cerrada.

Hello,

I had an account with Rabonabet in the past. I had it closed due to my gambling addiction. Now I've been able to reopen the account and have asked to have it reactivated due to my gambling addiction. I've already sent several emails to support. I only get one response each time, asking if I accept the terms and conditions, and then I reply, and I don't get a reply. In the meantime, I've deposited some more money and keep getting the message that my account is about to be closed. But there's no response. Is it possible to keep the money and close my account? It's not acceptable to reopen an account that's already been closed!

Hallo,

ich hatte in der vegangenheit bereits ein Konto bei rabonabet. Hatte es aufgrund meiner Spielsucht schließen lassen. Jetzt konnte ich das Konto wieder öffnen und hatte daraufhin gebeten, das Konto wieder anzuschließen. Aufgrund meiner Spielsucht. Ich habe den Support bereits mehrere Mails geschrieben. Erhalte immer nur eine Rückmeldung ob ich die Bedingungen annehme daraufhin antworte ich bekomme keine Antwort. In der Zwischenzeit habe ich wieder einige Gelder eingezahlt und weiß immer wieder darauf hin, dass mein Konto geschlossen werden soll. Es wird aber nicht reagiert. Ist es möglich, das Geld zurückzuhalten und mein Konto zu schließen ? Es kann ja nicht angehen ein bereits geschlossene Konto wieder zu eröffnen !

Dear Marti89,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hello dominika,

I have replied to the corresponding email address

Hallo dominika ,

ich habe ihnen auf die entsprechend me Mail Adresse geantwortet

Hello dear team,

I am still waiting for your feedback.

What are the chances of getting the amount, or at least a partial refund? I spent over €150, and the casino completely ignored it. Why was my account reopened after I had it closed about a year ago due to gambling addiction?

Hallo liebes Team ,

ich warte noch auf Ihre Rückmeldung.

wie stehen die Chancen den Betrag oder zumindest einen Teilbetrag erstattet zu bekommen . Ich hatte Ausgaben von über 150€ und es wurde komplett vom Casino ignoriert, und warum konnte mein Account wieder geöffnet werden nachdem ich vor 1 Jahr ca wegen spielsucht habe schließen lassen

Dear Marti89, I have not received the original account closure or self-exclusion request which led to your account being closed previously.

Could I kindly ask you to forward me the original emails that you previously sent to the casino, from which you took the screenshots you already shared? Please send them directly to: dominika.l@casino.guru.

May I ask you to confirm if your account is currently closed, or if it is still active and accessible at the moment?

Hello everyone ,

Unfortunately, I no longer have the email from the past. But the casino can definitely help.

the account was closed today

Hallo zusammen ,

leider habe die Mail aus der Vergangenheit nicht mehr . Aber das Casino kann da bestimmt weiter helfen. .

das Konto wurde heute erst geschlossen

Dear Marti89, could you please let me know the exact date your account was closed?

Also, please provide your deposit history.

Hello ,

The account was closed on April 20th.

I will send you a history and the email of the account closure by email.

Please help me with the casino issue

Hallo ,

das Konto wurde am 20.04 geschlossen .

einen Verlauf sowie die Mail der Schließung vom Konto sende ich ihnen per Mail.

bitte helfen sie mir in der Angelegenheit mit dem Casino

Thank you very much, Marti89, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Marti89,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rabona Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rabona Casino,

Could you please provide detailed information regarding this case and clarify why the player’s account - which had previously been closed due to a gambling problem - was reopened? Furthermore, I would like to understand why the account remained active, allowing the player to deposit and gamble until April 20, despite his repeated requests to have it closed again.

Thank you in advance for your response!

Best Regards,

Kubo

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 all,

We apologize for the delayed reply.

Please be informed that we are checking the matter, and will provide updates as soon as possible.

Best regards,

Rabona team

Dear Marti89,

We are truly sorry about the waiting time. We are checking your case with the relevant department again.

We will contact you again as soon as we have an update.

Thank you for you patience.

Best regards,

Rabona team

Dear Rabona Casino,

Thank you for the update regarding the current status of the case. Could you please provide an estimated timeframe for the completion of your review?

I appreciate your cooperation and look forward to your response.

I would like to know when I can expect my refund

Ich würde gerne wissen wann mit meiner Erstattung zu rechnen ist

Dear all,

We are still waiting for an update from the relevant department. Unfortunately, we cannot provide you with an exact estimated timeframe. We apologize for that.

We will provide you with an update as soon as we have one!

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

Best regards,

Rabona team

And that's exactly how it works with email inquiries. You're always put off and kept waiting.

Und genau so läuft es auch mit email Anfragen ab . Man wird immer vertröstet und hingehalten

Dear Marti89,

 It is not in our interest to leave you unsatisfied with our website. We are truly sorry about the waiting time.

We will let you know when we have any news from them!

Thank you for your patience.

Best regards,

Rabona team

Dear Marti89,

We have sent you an email.

Best regards,

Rabona team

Hello Casino Guru.

The casino refunded the amount. So, the case is closed for me. Thank you for your help.

Hallo Casino Guru .

das Casino hat mir den Betrag erstattet . Daher wäre der Fall für mich erledigt . Vielen Dank für ihre Hilfe .

Hello Marti89,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

This complaint can be closed. The casino has paid the requested amount.

Thank you

Diese Beschwerde kann geschlossen werden . Das Casino hat die geforderte Summe bezahlt .

vielen Dank

Dear Kubo,

Please check player's last reply. The refund has been paid.

Best regards,

Rabona team

Dear Marti89,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo