Rabona Casino - La solicitud de cierre de la cuenta del jugador se ha retrasado.

I've been trying to close my account since March 25th because of my gambling addiction. I've already written several emails and contacted the chat, pointing out my gambling addiction. All to no avail. They don't get back to me, and the chat keeps putting me off and telling me to try emailing. I've already been given three different email addresses, but no one has responded. Because of my addiction, I keep losing money because the account remains open.

I can gladly forward the emails to you.

Versuche seit dem 25.03 mein Konto wegen Spielsucht zu schließen . Bereits mehrer Mails geschrieben und sowie den Chat kontaktiert und auf meine Spielsucht hingewiesen. Alles erfolglos. Melden sich nicht zurück und der Chat vertröstet einen immer und sagt man soll es per Mail versuchen. Habe bereits 3 verschiedene Mailadressen bekommen auf die keiner antwortet. Durch meine Sucht verliere ich immer weiter Geld weil das Konto weiter aufbleibt .

kann die mails gerne an euch weiterleiten .

Dear Matze392,

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).

Would you be so kind as to 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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello. I forwarded all emails. I explicitly requested to be excluded due to my addiction. However, I never received a response other than the automatic one.

Hallo. Habe alle mails weitergeleitet . Habe dort explizit um Ausschluss aufgrund meiner Sucht gebeten. Jedoch nie eine Antwort bekommen außer die Automatische .

Hello. Did the emails arrive?

Hallo. Sind die E-Mails angekommen ?

Thank you very much, Matze392, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Matze392, nice to meet you!

My name is Matej, and I will be assisting you with this case. I have been through the e-mails you have provided us with, and I'll do my best to help you resolve this issue as soon as possible. Could you please furnish us with your cashier history since 25th March, showing both deposits and withdrawals, please, so I can upload that amongst the evidence for this case?

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 you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hello. I've uploaded the deposits here. Unfortunately, it didn't work via email. Unfortunately, there's still no response from the casino...

Hallo. Habe die Einzahlungen hier mal hochgeladen. Per Mail ging es leider nicht . Leider nach wie vor keine Reaktion des Casinos …

Dear Matze392,

We apologize for any inconvenience this may have caused.

We are reaching out to confirm you of the status of your account, which is currently closed.

In relation to your refund request, we have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

Rabona Casino Team

Thank you for looking into this case for us, Rabona Casino Team! Please, let us know once the decision about refund has been made, and if you could then also confirm the account has been permanently closed without the option for re-opening, and the cessation of marketing communication, that would be much appreciated. :)

Dear Matze392,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Rabona Casino Team

Dear Matze392, as I have not been CCed into the conversation, once you reply to the casino, could you please give me an update on what is happening, and whether you have agreed to the proposed refund amount?

Hello. The refund has been processed. The case can be closed!

Hallo. Die Rückerstattung ist erfolgt. Der Fall kann geschlossen werden !

Dear Matze392,

I am very happy to hear that your issue has been resolved, and would like to thank Rabona Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru