Rabona Casino - La cuenta del jugador ha sido reabierta en contra de sus deseos.

Rabona Casino - Player's account closed after self-exclusion request. https://share.google/OFqZ8f7IoKVyQFkJs

In 2024 I filed a complaint here on Casino Guru about Rabona Casino (link above).

At the time it was considered unjustified because when I requested account closure and self-exclusion on 25/8/2024, I did not clearly indicate the reason for gambling addiction and only at the end of the communications did I do so.

On August 25, 2024, I requested account cancellation and self-exclusion for gambling addiction. After several reminders, both by email and chat, the account was closed on 9/9/2024.

At the beginning of the year, I was surprised when the casino reopened my account and sent me lots of emails with promotions and encouraging me to play.

As you well know, since I'm addicted to these games, I couldn't control it.

An account closed for gambling should never be reopened.

I'm currently in a difficult situation because of this reopening.

I want you to close this account again, which should never have been reopened!!!

I've been sending emails asking for the account to be canceled since 25/01/2026, with no replies. I only receive bonuses, VIP category increases and incentives to play.

I need the account DEFINITELY closed and the amounts charged since 04/01/2026 returned.

I need your help and mediation on this PF issue.

Rabona Casino - A conta do jogador foi encerrada após solicitação de autoexclusão. https://share.google/OFqZ8f7IoKVyQFkJs

Em 2024 apresentei uma reclamação aqui no casino Guru sobre o casino Rabona (link acima).

Na altura foi considerada injustificada porque quando pedi o encerramento da conta e a auto exclusão em 25/8/2024, não indiquei claramente o motivo de vício do jogo e só no final das comunicações o fiz.

Em 25/8/2024 pedi o cancelamento da conta e a auto exclusão por vício de jogo. Após várias insistências quer por mail, quer por chat, a conta foi fechada a 9/9/2024.

Este início de ano sou surpreendida com a reabertura da conta, por iniciativa do casino, e imensos mails com promoções e a incentivar ao jogo.

Como muito bem sabiam, sendo eu viciada nestes jogos, não consegui controlar.

A conta encerrada por vício de jogo não deveria nunca ser reaberta.

Neste momento estou numa situação complicada por causa desta reabertura.

Quero que encerrem esta conta novamente, que nunca deveria ter sido reaberta!!

Desde 25/01/2026 que mando mails a pedir o cancelamento da conta, sem respostas. Só recebo bônus, aumento de categoria para VIP e incentivo a jogar.

Preciso do encerramento DEFINITIVO e da devolução dos valores carregados desde 04/01/2026.

Preciso da vossa ajuda e mediação neste tema PF.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear PatCas, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Rabona Casino . Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your latest self-exclusion requests?
• Could you please attach receipts of your deposits?
• Could you please share your communication with the casino, especially your request from the 25th of January? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila,

Thank you for trying to help me.

So far I haven't received a reply from Rabona casino to any of my requests to cancel my account and self-exclude, which I've been making since January 25th. I only receive emails with VIP upgrades and bonuses...

I'll send all the receipts to Attila's e-mail address.

Thank you

PatCas

Ola Átila,

Obrigada por me tentarem ajudar.

Não recebi até ao momento nenhuma resposta do casino Rabona a nenhum dos meus pedidos de cancelamento de conta e autoexclusão, que estão a ser efetuados por mim desde 25/01. Apenas recebo mails com subida a VIP e bônus...

Vou enviar todos os comprovativos para o mail do Átila.

Obrigada

PatCas

Attila,

I've already sent the emails with all the proofs.

If anything is missing, please let me know.

Thank you

PatCas

Átila,

Já enviei os mails com todos os comprovativos.

Se faltar alguma coisa diga-me PF.

Obrigada

PatCas

Good morning Attila

Is everything OK with the documentation I sent?

It's been about a week and I've had no feedback...

The casino account is still open, my emails requesting cancellation are still being ignored, I really need help to close this case...

PatCas

Bom dia Átila

Tudo ok com a documentação que enviei?

Uma vez que já passou cerca de uma semana e não obtive feedback...

A conta no casino continua aberta, os meus mails a pedir o cancelamento continuam a ser ignorados, preciso mesmo de ajuda para encerrar este caso...

PatCas

As you can see, access is still available...

Como podem confirmar, o acesso continua disponível...

Dear PatCas,

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,

Attila

Hello PatCas, 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.

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? 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.

Hello everyone!

We kindly inform you that we are checking the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Rabona Team

Dear all,

Thank you for bringing this matter to our attention. We have conducted a thorough review of the player's account history and communication regarding the closure and subsequent reopening of the account.

We would like to clarify the circumstances surrounding the initial account closure. At the time the player requested to close the account, our Customer Support agent followed standard protocol by requesting a specific reason for the request. The reason provided by the player at that time was not related to Responsible Gaming or gambling addiction.

As the request was not flagged for addiction, the player was offered a retention bonus to continue playing. Once the player declined this offer, the account was closed per his request. Because the original closure was not categorized as a self-exclusion for gambling problems based on the player's own feedback, the account remained eligible for reopening upon their later request.

Regarding the request for a refund of deposits made since January 4, 2026, we must draw attention to the following article from our Terms and Conditions, which all players agree to upon registration:

6.6.2: No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

As the funds in question were deposited and subsequently used for gameplay, they are no longer eligible for reimbursement under our established terms.

We can confirm that the account has now been closed and appropriate measures have been taken to ensure it remains closed. We wish the player all the best in their future activities.

Best regards,

Rabona Casino Team.

Dear representatives of the Rabona casino,

The facts indicated do not correspond to reality.

At the time, in 2024, I asked and indicated several times in your chat that I was in a difficult situation because I couldn't control the game. You never followed up on my requests to close my account. The same happened by email. I tried every avenue, to all the existing contacts.

Your clauses also state that you activate self-exclusion within 24 hours and you don't even comply with your own rules!!! Neither did you comply in 2024 nor now in 2026!

I asked on 25/8/2024 and you canceled on 9/9/2024.

I requested it on 25/1/2026 and they canceled it today, 18/2/2026.

Here is some proof from 2024 that you CLEARLY knew about the gambling addiction:

And here is the proof that on 25/01/2026 when I asked again for the closure of an account that I DID NOT ASK TO REOPEN, the reason was there again:

So don't be dishonest or untruthful.

You should never have accepted the charges, so it is your obligation to return the amounts!!!

PatCas

Caros representantes do casino Rabona,

Os factos indicados não correspondem à realidade.

Na altura, em 2024, eu pedi e indiquei por diversas vezes no vosso chat que estava numa situação complicada porque não conseguia controlar o jogo. Nunca deram seguimento aos meus pedidos de fecho de conta. O mesmo aconteceu por mail. Eu tentei por todas as vias, para todos os contactos existentes.

As vossas cláusulas também indicam que vocês ativam a autoexclusão em 24h e vocês nem as próprias regras cumprem!! Nem cumpriram em 2024 nem agora em 2026!

Pedi em 25/8/2024 e cancelaram a 9/9/2024.

Pedi em 25/1/2026 e cancelaram hoje, 18/2/2026.

Aqui ficam algumas provas de 2024 em como vocês sabiam CLARAMENTE do vício de jogo:

E aqui fica a prova que em 25/01/2026 quando pedi novamente o encerramento de uma conta que EU NAO PEDI PARA REABRIR, o motivo estava lá novamente:

Portanto, não sejam desonestos nem faltem à verdade.

Nunca deveriam ter aceite os carregamentos pelo que é vossa obrigação a devolução dos valores!!

PatCas

What do you do after I ask for my account to be closed again for gambling addiction, an account that I DID NOT ASK FOR REOPENING?

That's it:

No comments for your conduct!!!

Since 25/01 I have sent 9 emails without any reply! To complaints@rabona.com, vip@rabona.com and support@rabona.com.

All ignored because it suits you! Because I kept spending money. Even though you knew about my problems, you ignored them! So don't come up with Terms and Conditions and Clauses because you don't respect any of yours, but you use them when it suits you!

PatCas

O que vocês fazem depois de eu voltar a pedir o encerramento da conta por vício de jogo, conta que EU NÃO PEDI PARA REABRIR?

É isto:

Sem comentários para a vossa conduta!!

Desde 25/01 enviei 9 mails sem qualquer resposta! Para complaints@rabona.com, vip@rabona.com e support@rabona.com.

Tudo ignorado porque vos convém! Porque continuei a gastar dinheiro. Mesmo sabendo dos meus problemas, vocês ignoraram! Portanto não venham com Termos e Condições e Cláusulas porque vocês não respeitam nenhuma das vossas, mas servem-se delas quando vos convém!

PatCas

Thanks, PatCas, I will go through all the evidence you have posted and sent to my colleague Attila one more time, while waiting for the casino's response.

Dear Rabona Casino, could you please e-mail me (matej.l@casino.guru) the communication between the support staff and the player when originally closing the account?

In the meantime, could you please close the account without option for reopening, mark it as "gambling addict" and blacklist the player's credential to prevent from re-registering, and turn off all the marketing communication towards the player, both by phone and e-mail? Thank you very much.

Good afternoon,

I would like to point out once again that I requested the closure of my account (which I never asked to be reopened) on 01/25/2026! It was closed YESTERDAY, the 18th, one week after my request! To which I have never received a reply, nor has it even been dealt with. And if I hadn't opened the complaint here, they would have continued to ignore me!

I emphasize that in 2024 the Rabona casino was aware of the gambling problem. It was pointed out to the agents several times in the chat and, as can be seen in the email above, it was also communicated in this way. Whether or not they close the account for these reasons is beyond me.

What I do know is that, having known about the gambling problem since 2024, they SHOULD NEVER HAVE REOPENED THE ACCOUNT, BY THEIR OWN INITIATIVE!

PatCas

Boa tarde,

Volto a indicar que pedi o encerramento da conta (que eu nunca pedi para reabrir) a 25/01/2026! Foi fechada ONTEM, dia 18, a uma semana de fazer 1 mês sobre o meu pedido! Ao qual nunca obtive resposta nem sequer foi tratado. E se eu não tivesse aberto a reclamação aqui, iam continuar a ignorar-me!

Reforço que em 2024 o casino Rabona tinha conhecimento do problema de jogo. Foi indicado varias vezes no chat aos agentes e como pode ser visto no mail acima, também dessa forma foi comunicado. Se encerram ou não a conta com esses motivos, isso já me ultrapassa.

O que sei é que, sabendo do problema de jogo desde 2024, NUNCA DEVERIAM TER REABERTO A CONTA, POR INICIATIVA PRÓPRIA!

PatCas

Dear all,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Rabona Casino Team.

I honestly can't understand so much investigation and so much delay...

The Rabona casino closed my account in 2024, after MUCH insistence from me, by various means, and with knowledge of my gambling addiction.

In 2026 it decided on its own initiative to reopen the account and entice me to play. Knowing about the gambling addiction, and even though I had been insisting since 01/25 that they close the account again because it was damaging my life, they ignored all my requests.

I had to file a complaint here on Casino Guru to get them to respond. They closed the account almost a month after my request.

It's only fair, given all the above, that you give me back the money that has been deposited in this account since it was improperly reopened.

It's the only thing your casino can do to remedy the situation you've put me in.

That's €2075 that I'm missing and that would never have been spent if you hadn't reopened the account.

If you really care about responsible gambling and want to maintain a correct image in this situation, return the PF money.

Honestamente não consigo perceber tanta investigação e tanta demora...

O casino Rabona encerrou a minha conta em 2024, após MUITA insistência minha, por vários meios, e com conhecimento do vício de jogo.

Em 2026 resolveu por iniciativa própria reabrir a conta e aliciar-me a jogar. Sabendo do vício de jogo, e mesmo eu andando a insistir desde 25/01 para que voltassem a fechar a conta porque estava a prejudicar a minha vida, ignoraram todos os pedidos.

Foi preciso abrir reclamação aqui no casino Guru para que se dignassem a responder. Encerraram a conta quase um mês depois do meu pedido.

É justo e tendo em conta todo o exposto, que me devolvam o dinheiro que foi depositado nesta conta desde a sua reabertura indevida.

É a única coisa que o vosso casino pode fazer para remediar toda esta situação em que me colocaram.

São 2075€ que me estão a fazer falta e que nunca teriam sido gastos se não tivessem reaberto a conta.

Se de facto se preocupam com o jogo responsável e querem manter uma imagem correta perante a situação, devolvam o dinheiro PF.

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,

Thank you for your follow-up regarding the player's complaint. We have reviewed the latest claims and would like to provide a comprehensive response to the points raised.

As stated in our previous correspondence, we maintain that the initial account closure in 2024 was not categorized as a self-exclusion for gambling addiction. During those interactions, the player was specifically asked for a reason for the closure; however, no mention of Responsible Gambling or gambling addiction was made at that time. Consequently, the account was closed as a standard closure, which allows for reopening upon the player's request.

We confirm that the account has now been permanently closed, and the player has been removed from all marketing databases to ensure no further promotional materials are received.

Furthermore, we have sent the relevant screenshots directly to your email address. These documents clearly show that the player did not indicate any gambling problems during the initial closure process, justifying the account's eligibility for reopening.

We trust this evidence confirms that all internal and regulatory protocols were followed correctly.

Best regards,

Rabona Casino Team.

Good morning

I would like to point out once again that what you are saying is not true.

I indicated several times that I was unable to control my spending and that I needed to close my account urgently.

It was only when I said I wanted the money back that you closed the account and simply stopped replying to me. From August 25 when I started sending you emails (although before that I spoke to the chat) until September 9, 2024 when you closed the account. I exchanged several emails with you in 2024 in which I mentioned the addiction to the game. You can send as many screenshots as you like, that doesn't legitimize your allegations. If there were times when I didn't mention the addiction, there were times when I did. You choose what suits you best. I understand, your conduct says everything there is to know about your casino. If YOU didn't close the account with that information, that's not my responsibility!!!

"Consequently, the account was closed in the standard way, which allows it to be reopened at the player's request" WHERE IS MY REQUEST FOR ACCOUNT REOPENING?!!!

I didn't ask for it to be reopened!

I was surprised by the reopening BY YOUR OWN INITIATIVE and several mails encouraging the game!!! When you knew PERFECTLY about the addiction!!!

On 25/01/2026 I started sending mails asking for closure FOR GAME ADDICTION and you simply ignored me!!!

It was only after I filed a complaint here that you magically replied!

And even then, since 25/01/2026 you waited until 18/02 to close the account!!!

Who are you kidding?!!! Do you still think you're right?! That you're right?! That's what you get for gambling with illegal casinos, without a license to operate in Portugal, and they still take your money at any cost!

I'm going to paste 2 emails from 2024 here again, because I don't think you can read very well (don't say that addiction wasn't mentioned in 2024):

Furthermore, I would like you to prove to me WHERE MY REQUEST FOR ACCOUNT REOPENING IN 2026 IS!!!

It doesn't exist, because what you indicate is a LIE!

WHY THE HELL DID YOU KEEP THE ACCOUNT ACTIVE FROM 25/01 UNTIL 18/02?! Why didn't you close it as I repeatedly asked?!

I answer: BECAUSE THEY KNEW ABOUT THE GAMBLING ADDICTION AND THEY USED IT TO MAKE SOME MORE AT MY EXPENSE!

The emails I sent you this year:

Do you know how many times you've answered me?!!! NONE!!!

I've asked you to be serious and handle this case responsibly! As you haven't done so far.

Give me my money back!!!

PatCas

Bom dia

Volto a indicar que o que vocês mencionam não corresponde à verdade.

Eu indiquei varias vezes que não estava a conseguir controlar os gastos e que necessitava de encerramento urgente da minha conta.

Só quando eu disse que queria a devolução dos valores, só nessa altura que vocês encerraram a conta e deixaram simplesmente de me responder. Desde 25/8 em que comecei a mandar mails (embora antes disso falasse com o chat) até 9/9/2024 em que encerraram a conta. Troquei vários mails com vocês em 2024 em que mencionei o vício do jogo. Vocês podem enviar as capturas de écran que quiserem, isso não legitima as vossas alegações. Se houve alturas em que não mencionei o vício, outras houve em que o fiz. Vocês escolhem o que vos dá mais jeito. Eu entendo, a vossa conduta diz tudo o que há a saber sobre o vosso casino. Se VOCÊS não fecharam a conta com essa informação, isso não é responsabilidade minha!!

"Consequentemente, a conta foi encerrada de forma padrão, o que permite a reabertura mediante solicitação do jogador" ONDE ESTÁ A MINHA SOLICITAÇÃO DE REABERTURA DE CONTA?!?!

Eu não pedi reabertura nenhuma!!

Eu fui surpreendida com a reabertura POR VOSSA INICIATIVA PRÓPRIA e vários mails a incentivar ao jogo!!! Quando vocês sabiam PERFEITAMENTE do vício!!!

A 25/01/2026 comecei a enviar mails a pedir o encerramento POR VICIO DE JOGO e vocês simplesmente me ignoraram!!!

Só depois de eu abrir reclamação aqui é que magicamente apareceram a responder!

E mesmo assim, desde 25/01/2026 esperaram até 18/02 para fechar a conta!!!

Mas vocês estão a brincar com quem?!?! Ainda acham que estão certos?! Que têm razão?! É o que dá a pessoa meter-se a jogar com casinos ilegais, sem licença para operar em Portugal e mesmo assim aceitam o dinheiro a qualquer custo!

Vou voltar a colar aqui 2 mails de 2024, porque acho que vocês não sabem ler muito bem (não digam que em 2024 não foi mencionado o vício):

Além disso, gostava que me provassem ONDE ESTA O MEU PEDIDO DE REABERTURA DE CONTA EM 2026?!!

Não existe, porque o que vocês indicam é MENTIRA!

PORQUE RAIO MANTIVERAM A CONTA ATIVA DESDE 25/01 ATE 18/02?! Porque não a encerraram como pedi REPETIDAMENTE?!

Eu respondo: PORQUE SABIAM DO VÍCIO DE JOGO E APROVEITARAM PARA GANHAR MAIS ALGUM ÀS MINHAS CUSTAS!

Os mails que vos mandei este ano:

Sabem quantas vezes me responderam?!?! NENHUMA!!!

Já vos pedi para serem minimamente sérios e tratarem este caso de forma responsável! Como até aqui não fizeram.

Devolvam o meu dinheiro!!!

PatCas

I would liek to thank the Rabona Casino for sharing the player's communication with me. I can confirm this counts as regular account closure, as no gambling addiction or issues were mentioned whatsoever.

Dear PatCas, at your suggestion, I have requested the casino to provide me with the details regarding the account reopening. Depending on the response, I will be able to move the complaint forward towards a resolution.

Hello Matej

In the communication provided by the casino, no gambling addiction was mentioned. I'm just wondering: have you been given ALL the communication?! Or only that which is of interest to the casino?

But I'll even accept that the casino didn't know about the gambling addiction in 2024 (it's a lie and I've proven it).

I didn't ask for my account to be reopened. As of January 25, I've been asking for cancellation at 3 different email addresses. I never received a reply. And the account was only closed on February 18th. That's only because I opened the complaint here.

Anyway, no comment on the casino's attitude. I'm sorry you agree that they didn't know about the gambling addiction, I'll just leave the printout again to prove it:

Thank you

PatCas

Olá Matej

Na comunicação fornecida pelo casino não foi mencionado nenhum vício de jogo. Eu só pergunto: e será que vos foi fornecida TODA a comunicação?! Ou só a que interessa ao casino?

Mas até vou dar de barato que o casino não soubesse do vício de jogo em 2024 (é mentira e eu já o provei).

Eu não pedi reabertura de conta. A partir de 25/01 fartei-me de pedir o cancelamento para 3 endereços diferentes de mail. Nunca tive resposta. E a conta só foi fechada a 18/02. É só porque abri a reclamação aqui.

Enfim, sem comentários para a postura do casino. Lamento que concordem que eles não sabiam do vício de jogo, vou só deixar novamente o print para o provar:

Obrigada

PatCas

And dear,

I know the focus is on the year 2024, but that's not really the topic.

Although, I repeat, the Rabona casino was YES aware of the gambling addiction and I have proven it. If it decided not to do anything with this information, this is a problem with the (WRONG) operation of the casino itself, not least because it has an interest in keeping an addict's account active, obviously...

My complaint was opened on 03/02/2026 here at Casino Guru because since 25/01 I had been sending emails to 3 different Rabona casino email addresses asking for self-exclusion and urgent closure of the account due to gambling addiction. Closing an account that I didn't ask to be reopened. I sent emails on 25 and 28/01/2026, on 2, 3, 4, 5, 9, 13 and 18/02/2026. I never received a reply.

I only received bonuses and offers on 26, 27 and 29/01/206, for example.

Casino Rabona only replied here, in this complaint on this forum, on 18/02/2026.

In other words, they never emailed me directly or responded to my requests.

It can't be acceptable to wait from January 25 to February 18, 24 days, to follow up on a closure for gambling addiction.

It's unprofessional and, above all, IMMORAL!

So sort it out however you like, justify it however you like, even say you're doing me a big favor, but RETURN THE MONEY!

PatCas

E caros,

Eu sei que o foco está colocado no ano de 2024, mas nem é esse bem o tema.

Embora, volto a repetir, o casino Rabona tinha SIM conhecimento do vício de jogo e já o provei. Se resolveu não fazer nada com essa informação, isso é um problema de funcionamento (ERRADO) do próprio casino, até porque tem interesses em manter ativa uma conta de um viciado, obviamente...

A minha reclamação foi aberta a 03/02/2026 aqui no casino Guru porque desde 25/01 que eu estava a mandar mails para 3 endereços diferentes de mail do casino Rabona a pedir a autoexclusão e o encerramento urgente da conta por vício de jogo. Encerramento de uma conta que não pedi para reabrir. Mandei mails a 25 e 28/01/2026, a 2, 3, 4, 5, 9, 13 e 18/02/2026. Nunca tive qualquer resposta.

Recebi apenas bônus e ofertas a 26, 27 e 29/01/206, por exemplo.

O casino Rabona apenas respondeu aqui, nesta reclamação neste forum, a 18/02/2026.

Ou seja, a mim diretamente nunca mandaram mail nem responderam aos meus pedidos.

Não pode ser aceitável estar desde 25/01 a 18/02, 24 dias!, para darem seguimento a um encerramento por vício de jogo.

É falta de profissionalismo e é, acima de tudo, IMORAL!

Portanto, resolvam como quiserem, justifiquem como vos apetecer, digam até que me estão a fazer um grande favor, mas DEVOLVAM O DINHEIRO!

PatCas

Dear Matej,

Following our previous communication, we would like to provide further context regarding the account reopening.

While our records and the screenshots provided confirm that the initial closure was not categorized as a self-exclusion for gambling addiction - thus making the account eligible for reopening - the actual activation of the account at that specific time was due to a technical error during a system update.

We would also like to highlight that had the player intended to remain excluded, they should have contacted our support team to report the error and request a re-closure as soon as they realized the account was accessible.

Please be advised that the account is now permanently closed with no further option for reopening under any circumstances.

Best regards,

Rabona Casino Team.

Casino Rabona,

You're a case study.

After all, the account was opened due to a technical error... Okay, so it wasn't my request.

"The player should have contacted our support team", oh man, you guys are an ANEDOTA!!!

I sent emails on 25 and 28/01/2026, on 2, 3, 4, 5, 9, 13 and 18/02/2026. I have never received a reply. I sent them to complaints@rabona.com, vip@rabona.com and support@rabona.com!!! Aren't those your addresses?! Don't joke about serious things! Is it still my fault?! If we talk in the chat and ask for self-exclusion, the answer is that we have to send mail because they can't perform these actions via chat!!! Who are you trying to fool?!!?

You completely ignored my requests, you never answered me, you never dealt with the requests, you only answered HERE, on February 18th, after I opened the complaint on February 3rd.

It took you 24 days to close the account!!!

But it's my fault?! This has got to be a joke.

I really hope they admit their mistake and give me my money back, this is shameless and immoral!!!

PatCas

Casino Rabona,

Vocês são um caso de estudo.

Afinal a conta foi aberta por um erro técnico... Muito bem, então não foi solicitação minha.

"O jogador deveria ter entrado em contacto com a nossa equipa de suporte", oh pah, vocês são uma ANEDOTA!!

Mandei mails a 25 e 28/01/2026, a 2, 3, 4, 5, 9, 13 e 18/02/2026. Nunca tive qualquer resposta. Mandei para complaints@rabona.com, vip@rabona.com e support@rabona.com!! Não são os vossos endereços?! Não brinquem com coisas sérias!! A culpa ainda é minha?!?! Se falarmos no chat e pedirmos a autoexclusão, a resposta é que temos que enviar mail porque não podem executar essas ações via chat!! Vocês estão a tentar enganar quem?!?!

Vocês ignoraram completamente as minhas solicitações, nunca me responderam, nunca trataram os pedidos, só responderam AQUI, a 18/02, depois de eu abrir a reclamação a 03/02.

Demoraram 24 dias a encerrar a conta!!

Mas a culpa é minha?!?! Isto só pode ser brincadeira.

Eu aguardo sinceramente que admitam o erro e me devolvam o dinheiro, isto é VERGONHOSO e IMORAL!!!

PatCas

Dear PatCas, just to manage your expectations correctly, I would like to remind you that the self-exclusion request sent in August counts as regular closure, since you have not mentioned having gambling addiction. Players often use the word self-exclusion, as they think it will get the account closed quicker than when they request regular closure. Unless addiction is clearly stated, it is assumed the player is in full possession of their faculties, and can simply stop depositing and playing at will, even if the account stays open. The casino staff inquired about the reason for your self-exclusion request, however I could not find your response. If you replied to the question stating your gambling addiction, please let me know (and e-mail me the original reply), as that would change everything. I know it's frustrating and highly annoying, but we can't put 100% of the responsibility on the casino staff. Even here, at Casino Guru, we require players to do the first step and openly admit having gambling problems, otherwise we are unable to help. Nobody can fix something they are not aware of being wrong.

Dear Rabona Casino, with the above being said, I have discovered that the player has sent you a proper self-exclusion request (also stating gambling addiction) on 4th February at 13:25 local time. This message has been sent to the Support, VIP and Complaint teams e-mail. Could you please let me know what has been done about it? Has any of the departments respond to this message? As always, you can either respond here or via e-mail, whichever way you prefer. Thank you.

Hi Matej,

At the time I spoke to the chat a lot. I was desperate for them to close the account because my life was really being damaged by the addiction.

And the account was closed on 09/09/2024 and even if they ignored all our conversations, I have already shown that on 13/09/2024, for example, I mentioned the gambling addiction. And if the casino was aware, it would have categorized the account that way, even if it had already closed it. But once again: it's obviously profitable to keep an addict's account active...

Moving on to the subject of 2024:

- I didn't ask for the account to be reactivated and yet at the beginning of 2026 I started receiving material encouraging me to play. And unfortunately I gave in once again.

- I sent the first formal communication to the casino on 25/01/2026 (not 04/02/2026)

- I never received a reply from any of the addresses, the casino only commented HERE on the forum on 18/02/2026, when they finally decided to close the account.

- I sent 9 emails: on 25 and 28/01/2026, on 2, 3, 4, 5, 9, 13 and 18/02/2026. I never received a reply. I sent them to complaints@rabona.com, vip@rabona.com and support@rabona.com.

Once again: Casino Rabona took 24 days to close the account!

And it only did so because I opened the complaint here on Casino Guru, on 02/03/2026, in an attempt to get someone to help me, since I had been trying to close it with them since 01/25/2026, to no avail.

I honestly hope they take the wrong position in this situation and give me back the money I should never have been allowed to load.

Thank you

PatCas

Ola Matej,

Naquela altura eu falei muito com o chat. Estava desesperada para que fechassem a conta porque a minha vida estava de facto a ser prejudicada pelo vício.

E a conta foi encerrada a 09/09/2024 e mesmo que tenham ignorado todas as nossas conversas, eu já demonstrei que por exemplo, a 13/09/2024, eu mencionei o vício de jogo. E se o casino fosse consciente, teria categorizado a conta dessa forma, mesmo que já tivesse feito o encerramento. Mas mais uma vez: obviamente é lucrativo manter uma conta de um viciado ativa...

Passando à frente esse tema de 2024:

- Não solicitei a reativação da conta e no entanto no início de 2026 comecei a receber material de incentivo ao jogo. E infelizmente cedi, mais uma vez.

- Eu enviei a primeira comunicação formal ao casino a 25/01/2026 (e não a 04/02/2026)

- Nunca recebi respostas de nenhum dos endereços, o casino só se pronunciou AQUI no fórum, a 18/02/2026, altura em que decidiram finalmente fechar a conta.

- Mandei 9 mails: a 25 e 28/01/2026, a 2, 3, 4, 5, 9, 13 e 18/02/2026. Nunca tive qualquer resposta. Mandei para complaints@rabona.com, vip@rabona.com e support@rabona.com.

Mais uma vez: o casino Rabona demorou 24 dias a encerrar a conta!

E só o fez porque eu abri a reclamação aqui no casino Guru, a 03/02/2026, na tentativa que alguém me ajudasse, uma vez que desde 25/01/2026 estava a tentar o encerramento junto deles, sem sucesso.

Eu espero honestamente que assumam a posição errada nesta situação e que me devolvam o dinheiro que nunca deveria ter sido permitido carregar.

Obrigada

PatCas

Dear PatCas, I understand your frustration and wish I could be more helpful in this situation. By actively avoiding stating you have a gambling addiction, you have tied my hands and made it very hard to argue with the casino on your behalf.

Just to reiterate - on 25/08 you have not stated the reason for the self-exclusion request. In your next message from 25/01 you mentioned that your self-exclusion was due to gambling addiction, however this is untrue. Casino chat log confirms no reason for self-exclusion was given as well.

Just for you, I have sifted through the mountain of screenshots you have sent me and my colleague once again, and the first time you have properly stated having gambling addiction was on 04/02/2026. Going forward, I will take into consideration this date and see what can be done.

All the previous requests fall under the "regular account closure" category, simply because the closest you came to admittance of having problem, is when you described the self-exclusion as a tool to safeguard addicted players. Yet, you still refused to openly admit having a problem and using this tool for self-protection. The casino staff is here to help, but they need to know what is going on, as they are being flooded by dozens of account closure requests on a daily basis. Nobody can fix something they are not aware of, and by not being open about your problem, we ended up here. Hopefully this helps to clear up any remaining confusion, as I believe I have answered everything here, and in my previous posts.

Now I will wait for the Rabona Casino addressing the message from 04/02/2026 and hopefully we will be able to get to the bottom of things quickly. Thank you for your understanding.

Hi Matej,

I appreciate your help in any way you can and I know you do the best you can. I'm not questioning your stance, position or help.

Admitting addiction is difficult, it's true.

But assuming my argument is wrong about the reason for closure in 2024 (it was my belief), my communications in 2026 affirm the addiction:

- 25/01/2926: "being addicted to these games"

- 02/02/2026: "I can't control the game"

At least for me, this is an assumption of addiction.

But whatever you think is best, let's wait for the position of the Rabona casino.

I have no doubts about your answers and analysis. I appreciate all your help.

Thank you

PatCas

Ola Matej,

Eu agradeço a vossa ajuda no que conseguirem e sei que fazem o melhor que podem. Não estou a questionar a vossa postura, posição ou ajuda.

A admissão do vício é algo difícil, é verdade.

Mas assumindo que a minha argumentação está errada quanto ao motivo de encerramento em 2024 (era a minha convicção), as minhas comunicações em 2026 afirmam o vício:

- 25/01/2926: "sendo eu viciada nestes jogos"

- 02/02/2026: "eu não consigo controlar o jogo"

Pelo menos para mim, isto é assumpção de vício.

Mas considerem o que acharem melhor, aguardemos a posição do casino Rabona.

Não tenho qualquer dúvida quanto às vossas respostas e análises. Agradeço toda a ajuda que me dão.

Obrigada

PatCas

Dear Matej,

Thank you for your follow-up regarding the email sent on February 4th.

We can confirm that the player’s request was received by our departments. Following an internal review of the communication and the necessary security checks, the account was permanently closed shortly thereafter.

Crucially, we would like to highlight that no deposits were made to the account from February 4th onwards. The player did not incur any further financial losses after sending that specific request, as the account remained inactive.

Best regards,

Rabona Casino Team.

Good morning Casino Rabona,

Congratulations, it's clear what you're made of. You lie, you ignore, you evade responsibility.

Lie number 1: the account was not closed shortly afterwards, it was closed on 18/02. Want proof? Here it is, as on February 18th I could still access it and upload it if I wanted to:

Lie number 2: the account was loaded yes, but thank God I was able to resist and I didn't do it anymore from that time on, with great effort from me, because I could do it, since you didn't deal with nor did you ever respond to my requests for closure, but here are examples:

I'm very sorry that this is your attitude. That you are not responsible.

I'm also very sorry that even though I've been emailing you since January 25th asking you to cancel my account because I couldn't control my addiction, you've ALWAYS ignored my messages. Even here, on this forum, you only address Matej and not me.

I'm sorry that people's lives are worth so little to you.

I was and am in a very complicated situation because of the losses I have had since you decided to reactivate the account this year, without my request. If you had closed the account when I asked you to on January 25, none of this would be happening. And I wouldn't be in the mess I'm in.

Your casino has a terrible attitude, immoral behavior, which takes advantage of people's weaknesses, just to keep making money.

It would have been much more correct for you to have assumed that you were wrong in this situation and to have returned the amounts that were loaded. For you it was basically nothing and for me it made all the difference. But we've already seen your way of working and your exploitation of addicted people...

If you were a serious company, you would have admitted that you weren't doing well and you would have compensated me for the whole situation, even if you wanted to rename it, and you would have looked good in the photo. This way they're just another one of the casinos exploiting people.

You've known about my situation since 2024, even if you won't admit it here. So your "technical error" of reopening in 2026 was not innocent...

Since 25/01/2026, I have asked you MANY times to close the account...

Can you understand what it says in that part of the mail?! I'll translate it from Portuguese... "Me being addicted to these games, i could not control myself...". So, once again, you knew exactly what was going on. But you decided to keep winning with me. And you kept the account active for 24 days, from 25/01 until 18/02.

I sincerely hope that no one else suffers from your way of doing business, but I know it will happen.

Once again, I really regret your attitude and I really hope you pay dearly for everything you have done, in this case to me and my life.

PatCas

Bom dia casino Rabona,

Parabéns, grande postura, ficou claro de que material vocês são feitos. Mentem, ignoram, fogem às responsabilidades.

Mentira número 1: a conta não foi encerrada pouco depois, foi encerrada dia 18/02. Querem provas? Aqui está, como em 18/02 eu ainda conseguia aceder e carregar, se quisesse:

Mentira número 2: a conta foi carregada sim, mas graças a Deus eu fui conseguindo resistir e não o fiz mais a partir dessa altura, com grande esforço meu, porque poderia fazer, já que vocês não trataram nem nunca responderam aos meus pedidos de encerramento, mas aqui vão exemplos:

Tenho muita pena que esta seja a vossa postura. Que não sejam responsáveis.

Tenho também muita pena que embora eu tenha estado desde 25/01 a mandar mails a pedir para cancelarem a conta porque não estava a conseguir controlar o vício, vocês tenham SEMPRE ignorado as minhas mensagens. Até por aqui, neste forum, vocês apenas se dirigem ao Matej e não a mim.

Lamento que a vida das pessoas valha tão pouco para vocês.

Fiquei e estou numa situação muito complicada por causa das perdas que tive desde que vocês resolveram reativar a conta este ano, sem o meu pedido. Se tivessem encerrado a conta quando vos pedi em 25/01, nada disto estaria a acontecer. E eu não estava na situação complicada que estou.

O vosso casino tem uma péssima postura, um comportamento imoral, que se aproveita da fragilidade das pessoas, apenas para continuar a ganhar rios de dinheiro.

Teria sido bem mais correto terem assumido que estiveram mal nesta situação e terem devolvido os valores que foram carregados. Para vocês era basicamente nada e para mim fazia toda a diferença. Mas já se percebeu qual é a vossa forma de trabalhar e a exploração que fazem a pessoas viciadas...

Se fossem uma empresa séria teriam admitido que não estiveram bem e tinham-me compensado pela situação toda, mesmo que lhe quisessem dar outro nome, e teriam saído bem na fotografia. Assim são só mais um dos casinos que andam a explorar pessoas.

Vocês sabiam muito bem da minha situação desde 2024, mesmo que não o admitam aqui. Por isso, o vosso "erro técnico" de reabertura em 2026 não foi inocente...

Desde 25/01/2026 que vos pedi VARIAS vezes para fecharem a conta...

Conseguem perceber o que diz naquela parte do mail?! Eu vou traduzir do português... "Me being addicted to these games, i could not control myself...". Portanto, mais uma vez, vocês sabiam bem o que estava a acontecer. Mas decidiram continuar a ganhar comigo. E mantiveram a conta ativa por 24 dias, desde 25/01 até 18/02.

Espero sinceramente que mais ninguém sofra com esta vossa forma de estar nos negócios , mas sei que vai acontecer.

Mais uma vez, lamento muito a vossa postura e espero mesmo que paguem CARO por tudo o que fizeram, neste caso a mim e à minha vida.

PatCas

Dear Matej,

I see where this topic is going, so nothing will happen to the casino and in the end I'll be blamed.

But I will once again, and in my defense, prove that since 01/25 I asked for the account to be canceled and mentioned the addiction.

All the emails from 2026:

Mails where the addiction is mentioned:

- 25/01/2026, "being addicted to these games, I couldn't control it":

- 02/02/2026, "I can't control gambling", "I can't stop gambling and I'm out of money", "I have a gambling addiction that I can't control":

In view of this, I am sorry but I cannot accept that you consider that only on 02/04 I mentioned the gambling addiction.

Thank you for your help

PatCas

Caro Matej,

Já percebi onde este tema vai parar, portanto, nada vai acontecer ao casino e no fim a culpada sou eu.

Mas vou mais uma vez e em minha defesa comprovar que desde 25/01 pedi o cancelamento da conta e mencionei o vício.

Todos os mails de 2026:

Mails onde é mencionado o vício:

- 25/01/2026, "sendo eu viciada nestes jogos, não consegui controlar":

- 02/02/2026, "eu não consigo controlar o jogo", "eu não consigo parar de jogar e estou sem dinheiro", "eu tenho o vício do jogo que não consigo controlar":

Tendo isto em conta, lamento mas não consigo aceitar que considerem que apenas em 04/02 eu tenha mencionado o vício do jogo.

Obrigada pela ajuda

PatCas

I'm shocked by the Rabona casino's ability to lie...

Really shocked...

Firstly, because they knew all along what they were doing.

The "technical error" of reopening the account in January 2026 is anything but innocent. What's worse, it's their mistake and the consequence is mine, nothing is wrong...

Since 04/01/2026 I've been topping up my account following the advertising and the incentive to play.

Since 25/01/2026 I've been sending emails asking FP to cancel the account because I'm not managing to control my gambling addiction and I'm getting into a complicated situation.

Since 02/04/2026 (which is the date they want to use as a reference for my initial request to close my account) I've stopped topping up my casino account because I've tried to control it and because I've run out of money!!!! And the Rabona casino wants to take advantage of this fact to say that it did everything right, that it closed the account "shortly afterwards" and that for this reason the player had no losses from that date onwards. That's a lie...

I get my paycheck on the 26th of every month. Knowing about my addiction, I asked them to close my account on January 25th, because I already knew what was going to happen. And since the Rabona casino ignored me for 24 days, on January 26 I received my paycheck and spent what I shouldn't have on gambling.

So if I stopped charging from February 4 onwards, it was only for that reason...

"We can confirm that the player's request has been received by our departments. After an internal analysis of the communication and the necessary security checks, the account was permanently closed shortly afterwards.

It is important to note that no deposits have been made to the account since February 4th. The player did not suffer any additional financial loss after submitting this specific request, as the account remained inactive" - this is a LIE!!!

They are making immoral use of it and tampering with the facts!

The account was only closed on 18/02 and the account has not been topped up since 04/02 because I no longer had any money!!!

My accesses after the day they claim they had the account closed:

Casino Rabona, please, you've already done me a lot of harm, don't be a liar about it....

PatCas

Eu fico chocada com a capacidade do casino Rabona mentir...

Mesmo chocada...

Primeiro porque sabiam desde sempre o que estavam a fazer.

O "erro técnico" de reabertura de conta em janeiro de 2026 é tudo menos inocente. E pior, o erro é deles e a consequência é minha, não se passa nada...

Desde 04/01/2026 comecei a fazer carregamentos no seguimento da publicidade e do incentivo ao jogo.

Desde 25/01/2026 que mando mails a pedir PF para cancelarem a conta porque não estou a conseguir controlar o vício do jogo e estou a ficar numa situação complicada.

Desde 04/02/2026 (que é a data que querem seguir como referência para o meu pedido inicial de encerramento de conta) deixei de carregar a conta do casino porque tentei controlar e porque já estava sem dinheiro para nada!!!! E o casino Rabona quer aproveitar este facto para dizer que fez tudo bem, que fechou a conta "pouco depois" e que por esse motivo o jogador não teve perdas a partir dessa data. É mentira...

Eu recebo o meu ordenado a 26 de cada mês. Por saber do meu vício, antes disso, pedi PF para fecharem a conta, a 25/01, porque já sabia o que ia acontecer. E como o casino Rabona me ignorou durante 24 dias, dia 26/01 recebi o ordenado e gastei o que não devia em jogo.

Portanto, se a partir de dia 04/02 deixei de carregar, foi apenas por esse motivo...

"Podemos confirmar que o pedido do jogador foi recebido pelos nossos departamentos. Após uma análise interna da comunicação e as verificações de segurança necessárias, a conta foi encerrada permanentemente pouco tempo depois.

É importante destacar que nenhum depósito foi feito na conta a partir de 4 de fevereiro. O jogador não sofreu nenhuma perda financeira adicional após o envio dessa solicitação específica, visto que a conta permaneceu inativa" - isto é MENTIRA!!

Estão a fazer um aproveitamento imoral e a adulterar os factos!

A conta só foi fechada a 18/02 e a conta não foi carregada desde 04/02 porque eu já não tinha dinheiro!!!

Os meus acessos depois do dia em que alegam que tinham a conta fechada:

Casino Rabona, por favor, já me fizeram muito mal, não sejam mentirosos em cima disso...

PatCas

Thank you for the confirmation, Rabona Casino.

Dear PatCas, I fully understand your frustration and agree that the casino has failed in player protection, by taking whole 14 days to close your account after receiving the self-exclusion request on 4th February. It was only thanks to your strong willpower that this did not cause more severe issues down the line. Since both yourself and the casino confirmed no further deposits were made after your self-exclusion e-mail, there is no refund amount I could request.

Regarding the "accidental" reopening of your account - while it happened under dubious circumstances and I have made internal notes to keep an eye on this - the account has been originally closed as regular account, not an account of a known gambling addict. Therefore, at the time it would be assumed you could simply not deposit and play at will, and if really needed, just requested to close the account again. I believe this was explained by myself earlier, so I will not repeat the whole paragraph about the difference between regular account closure and self-exclusion due to gambling addiction.

However, if at any point in the future your account gets reopen again, please let me know immediately. The casino has been warned and next time no amount of technical issues will be taken into consideration.

Overall, the account has now been closed, advertising communication was disabled and as established above, there is no amount to request for a refund. This means there is not much else I can do to mediate this complaint further. Therefore, it will now be closed. I understand you are not satisfied with this outcome, as is plain to see in your previous posts. Due to this, I will close the complaint as "rejected", since we do not consider complaints outcomes that the players are not 100% satisfied with, as successfully resolved.

Also, for your own safety, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or 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.

We’ve reopened this complaint at the request of PatCas.

Dear Rabona Casino, it came to our attention that the player's account has been reopened and she is once again being flooded with marketing messages offering bonuses. I would like to ask for immediate closure and ceasing of marketing communication. I would also like to ask for an explanation, as this should not happen in casino with such a high safety rating as yours. We will reconsider the safety rating going forward, as player safety is something Casino Guru is taking extremely seriously, and promoting casino where gambling addicted players are not being safe could hurt our reputation as well.

And on and on it goes...

E continua...

Rabona casino,

You deliberately keep trying to ruin my life even more.

Against everything that has been said, I reaffirm that you knew very well about my gambling addiction in 2024.

The reopening of the account at the beginning of 2026 was neither innocent nor a technical error, as you have claimed.

It was deliberate and had a very clear purpose: for me, a compulsive gambler, to continue giving you money to win.

Since 25/01/2026, I asked you to close the account (which had not been reopened on my initiative). I told you several times that you were hurting me. That I couldn't control the game. I asked PLEASE several times. It was closed on 02/18/2026. 24 days later.

You still came out on top of the situation and the only one who suffered was me.

Now, about a month after closing the account, you are reopening it and sending advertising and encouragement to the game. I wonder if they'll claim another technical error! Or that the account was closed as standard and they didn't know about the addiction? Those excuses no longer make sense...

Do you know why you didn't get lucky this time? Because you left me in such a mess that I don't even have any money. Otherwise I'd have gone gambling again...

Now I want to see your attitude. Your coherence. If you're going to own up to your mistake. If you're going to compensate me in some way for the way you're conducting this matter and the deliberate way you're trying to destroy my life.

I want to see what you intend to do. If you're going to be serious or not.

And if you are serious, if you admit your mistake, if you show that this was a serious mistake, you will return my money, which I am missing so much and which I would not have spent if you had closed the account when I asked you to.

PatCas

Rabona casino,

Continuam deliberadamente a tentar estragar ainda mais a minha vida.

Contra tudo o que vem sendo dito, reafirmo que vocês sabiam muito bem do meu vício de jogo em 2024.

A reabertura da conta no início de 2026 não foi inocente nem um erro técnico, conforme resolveram alegar.

Foi propositado e tinha um fim muito claro: que eu, jogadora compulsiva, vos continuasse a dar dinheiro a ganhar.

Desde 25/01/2026 que vos pedi o encerramento da conta (que não tinha sido reaberta por minha iniciativa). Disse várias vezes que me estava a prejudicar. Que não estava a conseguir controlar o jogo. Pedi POR FAVOR várias vezes. Foi fechada a 18/02/2026. 24 dias depois.

Vocês ainda saíram por cima desta situação e a única prejudicada fui eu.

Agora, cerca de um mês depois de terem fechado a conta, voltam a reabrir e a mandar publicidade e incentivo ao jogo. Será que vão alegar novo erro técnico?! Ou que a conta foi encerrada de forma standard e que não sabiam do vício? Essas desculpas agora já não fazem sentido...

Sabem porque não tiveram sorte desta vez? Porque vocês me deixaram numa situação tão complicada que eu nem dinheiro tenho. Senão já teria ido jogar, novamente...

Agora quero ver a vossa postura. A vossa coerência. Se vão assumir o vosso erro. Se me vão compensar de alguma maneira pela forma como estão a conduzir este assunto e a forma deliberada com que tentam destruir a minha vida.

Quero ver o que pensam fazer... Se vão ser sérios ou não.

E se forem sérios, se admitirem o vosso erro, se demonstrarem que esta falha foi grave, vão devolver o meu dinheiro, que tanta falta me está a fazer e que eu não teria gasto se tivessem fechado a conta quando vos pedi.

PatCas

I have escalated this further and request our affiliation team to appeal to the higher management to get the account close d ASAP. Hopefully the casino starts cooperating.

Today:

Hoje:

Today, the account is still active for gaming:

PatCas

Hoje, conta continua ativa para jogo:

PatCas

Dear PatCas, at this point it is clear that Rabona is deliberately leaving the account open, and no further proof is required from yourself. I am escalating this further and will update you as soon as I can.

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,

Thank you for bringing this matter to our attention. We take your concerns regarding player safety and our professional relationship with Casino Guru with the utmost seriousness.

We have conducted an immediate review of the account in question and can confirm that it has been permanently closed with no option for reopening in the future. Furthermore, the player has been fully removed from all marketing databases to ensure that no further promotional materials are sent. We are also investigating the circumstances of the previous reopening to ensure our exclusion protocols remain robust and to maintain the high safety standards expected of our brand.

We value the safety rating and remain committed to providing a secure environment for all players. We consider this matter resolved and appreciate your cooperation in bringing this to our attention.

Best regards,

Rabona Casino Team.

Casino Rabona

Three weeks ago they said this:

This is basically the same thing they're saying now.

In the meantime, the account was reopened and emails were sent out with bonuses and promotions.

At the beginning of the year it was reopened due to a "technical error" very convenient to the casino, which caused me to spend tons of money.

Now it has mysteriously been reopened again.

And your answer is always the same. It's closed. That's settled.

I want to know if you're going to give me my money back

PatCas

Casino Rabona

Há 3 semanas indicaram isto:

Isto basicamente é a mesma coisa que estão a dizer agora.

No entretanto, a conta foi reaberta e mandaram mails com bônus e promoções.

No início do ano foi reaberta por um "erro técnico" muito conveniente ao casino, que me fez gastar rios de dinheiro.

Agora voltou a ser reaberta, misteriosamente.

E a vossa resposta é sempre a mesma. Tá fechada. Tá resolvido.

Eu quero saber se me vão devolver o dinheiro

PatCas

Dear PatCas, have you deposited anything since the account re-opening?

Hi Matej,

I didn't do it this time.

I'm very sorry that with so much evidence the Rabona casino always manages to get away with it, without taking any consequences.

Even for the sake of image, because I'll say it again, the reopening of the account in January was not innocent, they should return the amount I spent (not even since the opening), but from 25/01 until 18/02.

I know, nothing will happen.

Thank you

PatCas

Ola Matej,

Desta vez não o fiz.

Tenho muita pena que com tanta evidência o casino Rabona se consiga sempre safar, sem assumir nenhuma consequência.

Até por uma questão de imagem, porque volto a dizer, a reabertura da conta em janeiro não foi inocente!, eles deveriam devolver o valor que gastei (já nem digo deste a abertura), mas desde 25/01 até 18/02.

Já sei, não vai acontecer nada.

Obrigada

PatCas

I'm glad to hear that, dear PatCas, I can imagine it was not an easy feat to achieve under these circumstances.

Since the account has now been closed yet again, and marketing communication has ceased, I will close the complaint as resolved.

However, internal investigation revealed a lot of issues with the self-exclusion system at Rabona Casino, and your case helped to bring everything together. While the details will not be revealed publicly, the results will be seen within the casino review shortly.

Again, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or 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.