Rabona Casino - La cuenta del jugador ha sido reabierta a pesar de su solicitud de autoexclusión.

Hello,

I hereby file a complaint regarding my account at Rabona Casino and request a refund of my losses.

I had previously and explicitly and permanently blocked my account due to a gambling problem. Despite this clear self-exclusion request, my account was later reopened without my consent.

After the reopening, I regained access to my account and subsequently lost a total of approximately €5450.

Furthermore, I continued to receive bonus offers and promotional messages even though I had clearly communicated my gambling addiction and requested a permanent ban.

According to the applicable guidelines for responsible gaming, my account should have remained permanently closed in this case, and I should not have been granted any further access.

I believe that all losses incurred after my self-exclusion request should be fully reimbursed.

I will send all relevant evidence to the responsible Casinoguru employee as needed.

Thank you very much for reviewing my case.

Hallo,

ich möchte hiermit eine Beschwerde bezüglich meines Kontos bei Rabona Casino einreichen und die Rückerstattung meiner Verluste beantragen.

Ich habe mein Konto zuvor ausdrücklich und dauerhaft aufgrund eines Glücksspielproblems sperren lassen. Trotz dieser eindeutigen Selbstausschluss-Anfrage wurde mein Konto später ohne meine Zustimmung wieder eröffnet.

Nach der Wiedereröffnung hatte ich erneut Zugriff auf mein Konto und habe in der Folge insgesamt etwa 5450 € verloren.

Darüber hinaus habe ich weiterhin Bonusangebote und Werbemitteilungen erhalten, obwohl ich meine Spielsucht klar kommuniziert und eine dauerhafte Sperrung verlangt hatte.

Nach den geltenden Richtlinien zum verantwortungsvollen Spielen hätte mein Konto in diesem Fall dauerhaft geschlossen bleiben müssen, und mir hätte kein weiterer Zugang gewährt werden dürfen.

Ich bin der Ansicht, dass alle Verluste, die nach meiner Selbstausschluss-Anfrage entstanden sind, vollständig erstattet werden sollten.

Ich werde nach Bedarf alle relevanten Beweise an den zuständigen Casinoguru-Mitarbeiter senden.

Vielen Dank für die Prüfung meines Falls.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When did you first request to be self-excluded from this casino? Please forward me your original self-exclusion request, along with the casino's responses and confirmation that your account was closed, at veronika.f@casino.guru. If possible, please forward the original emails directly or attach them as .eml files.
• When exactly was your account reopened? Was it reopened automatically, or did you ask the casino to reopen it? If you requested the reopening yourself, please also forward me the communication regarding this request.
• Is your account currently closed, or is it still open?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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

Dear bludiadax,

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,

Veronika