Rabona Casino - La cuenta del jugador ha sido reabierta y necesita ser cerrada.

I closed my account after multiple emails and chats due to problems with gambling. I asked them to reopen it, and they opened it after asking me just one question: "Do you control the game?" I said yes, what else would I say if gambling appealed to me? I placed a bet at the casino and was winning money. It was 3:30 AM, and I kept going until, instead of winning €5,000, I lost €3,300, and days later, another €1,500. All because they failed to fulfill their obligation not to open the account. Now I'm asking them again to close it, explaining that it's due to gambling problems and that they should close it immediately, but they're giving me the runaround. I would like your help in recovering my money, if possible, and closing the account. I've attached screenshots of my account closure request.

Cerré mi cuenta después múltiples email y chat por motivo problemas con el juego real y les pedí que la abrieran y con solo esta pregunta me la abrieron controlas el juego dije si que voy a decir si el juego me llama. Hice una apuesta en casino iba ganando dinero eran las 3 30 de la.madruga y no paraba hasta que en vez de ganar 5000 euros perdí 3300 y dias después 1500 euros y todo por no cumplir ellos con su obligación de no abrir la cuenta ahora les pido de nuevo.que me la cierren y que es por problemas de juego que deben cerrarla inmediatamente y me Dan largas me gustaría que me ayudasen a recuperar el dinero si es posible y cerrar la cuenta. Anexo capturas de pantalla solicitud de cerrar la cuenta

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Dear jotam1976,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@rabona.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? When exactly was your account closed for the first time? Did you receive any notification after the casino blocked your access?

Thank you very much for your cooperation.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Well, it closed in mid-November. They sent me another message, but I deleted them, something like "we missed you," "you have a bonus." I've already sent them the emails.

Pues se cerró a mediados de noviembre. E mandaron aun que otro mensaje pero los eliminaba, estilo te wchamos de menos tienes un bono. ya le he enviado los correos

Dear Kristina,

We have sent an email to attached evidence related to this case.

We are looking forward for your update.

Kind regards,

Rabona Casino team.

Dear friends, these thieves didn't close my account until yesterday afternoon, but before that, in the morning, I placed a bet and they kept the bet and my money. I'm telling you all, they're thieves. They sent me an email asking if I wanted to take a break or close my account, and I told them to leave it open because I had an open bet. Do you want to get robbed? Bet here.

Greetings

Querida estos ladrones no me cerraron la cuenta hasta ayer por la tarde pero antes, por la mañana hice una apuesta y se equedaron con la apuesta y mu dinero a todos os digo que son unos ladrones. Me mandaron un correo para ver si queria una descanso o cerrar y dije que la dejasen abierta porque tenia una apuesta abierta. Queréis que os roben apostar aquí .

Saludos

Another thing, Kristina, they can send whatever they want, they're thieves and they don't respect the users, they play with their problems until they're unhinged, they're sons of bitches

Otra cosa ya pueden mandar lo que quieran Kristina son unos ladrones y no respetan a los usuarios juegan con sus problemas hasta desquiciado son unos hp

Dear jotam1976

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello jotam1976, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. While waiting for the casino to respond, could you please forward me the e-mails you have sent to Rabona asking for self-exclusion? You can forward the messages to matej.l@casino.guru alongside the self-exclusion confirmation, if you ever received one via e-mail. Thank you.

I’d like to invite a representative of Rabona Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? Mainly I would like to know why the support agent asked the player to send the self-exclusion request to the wrong mailbox, and then how it is possible to reopen an account of a known gambling addict via live chat, with no cooldown period, just by answering one loaded question? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 Matej,

We have sent an email to you attached evidences for your review.

We are looking forward to your update. Thank you!

Kind regards,

Rabona Casino team.

I have responded with a proposal for the solution, and once I hear back, I will post an update here to keep everyone updated on the current situation. :)

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 jotam1976,

We accept to refund the entire claim amount of 4,800 EUR as gesture of goodwill.

We have also sent an email to you asking for your bank details to proceed further accordingly.

We are looking forward to your update.

Kind regards,

Rabona Casino team.

Dear jotam1976, can you please let us know once you provide the casino with the payment details, so I can keep track? Thank you.

I've already sent it; I'll let you know when I receive the money. If I get it, I don't know how I can ever thank you enough for what you've done, not only financially but also psychologically. It makes me stronger to fight my gambling addiction. I can't thank you enough; it would be insignificant compared to what you've done. I'm speechless.

Si ya se lo he mandado cuando reciba el dinero os lo comento. Si me lo ingresan no se como podría agradecer lo que habéis hecho ya no solo en lo económico sino también en lo psicológico me hace mas fuerte para luchar contra mi ludopatia, no puedo daros las gracias porque sería insignificante respecto a lo que habéis hecho no tengo palabras

Dear jotam1976, we are always happy to help :) And if you need additional help dealing with the addiction, if you e-mail me your town of residence, I can have a look for a nearby help center where professionals can help you - either in person or by phone/e-mail, whichever way you prefer. Also installing free app BetBlocker (https://betblocker.org/es/) can help you stay safe while browsing online, especially if you have a trusted family member or a friend to set up the app's password in your stead.

I would like to ask the Rabona Casino to let us know once the refund has been processed on your end, to stay on top of this issue. Thank you very much.

Dear jotam1976,

We would want to inform you that 1,500 EUR as manual withdrawal has been processed and the money has been sent from our side on February 8, 2026.

The rest of 3,300 EUR is still under pending process. We will make every effort to assist you with your pending manual withdrawals and will provide you with an update at the earliest opportunity.

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

Kind regards,

Rabona Casino team.

Hello, I've received all the money now, I'm truly speechless. I'd like to make a donation, if I can, to help people like me.

Greetings and THANK YOU

Buenas ya me han ingresado todo el dinero no tengo palabras de verdad. Me gustaría dentro de mis posibilidades haceros una donación para que ayudéis a gente como yo.

Saludos y GRACIAS

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jotam1976,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej