Rabona Casino - Se ignoró la solicitud de cierre del jugador por problemas de juego.

Good afternoon. After repeatedly requesting the closure of my account, specifying that the reason was due to gambling issues, and despite receiving responses, the closure has not been executed. As a result, I lost 900 euros that I deposited after warning multiple times about my issues, but these warnings were ignored.

Additionally, they closed my account with 98 euros still in it.

I am attaching photos of some of the closure requests I made, and subsequent deposits.

I kindly ask for your assistance with this matter, please.

Buenas tardes. Tras solicitar en varias ocasiones el cierre de mi cuenta especificando que el motivo era problemas con el juego, y a pesar de responderme, no han procedido al cierre de la misma, perdiendo 900 euros que he depositado tras advertirle en varias ocasiones mis problemas, haciendo caso omiso.

Además, han cerrado mi cuenta con 98 euros dentro.

Os adjunto fotos de alguna de las solicitudes que hice de cierre de cuenta, y posterior a ello son los ingresos.

Ruego que me ayudéis con esto por favor.

Dear Trotamundos,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you requested self-exclusion for the first time on May 30, which is the date shown on the screenshot you provided us with?

Also, could you kindly specify the exact date when you made your 900€ deposit and when your account was closed?

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

Good morning

The first time I requested it was on 05/29 (photo attached)

Afterwards I made multiple deposits, I seem to remember worth 1000 euros. They answered me (that is, they already knew about the problems) and still they did not close it. When they did it I had 98 euros in the account, which is the only thing they say (they haven't done it yet) that they are going to return me.

Buenos días

La primera vez que lo solicité fue el día 29/05 (adjunto foto)

A posteriori hice múltiples ingresos, creo recordar que por valor de 1000 euros. Me contestaron (es decir, ya sabían de los problemas) y aún así no la cerraron. Cuando lo hicieron tenía 98 euros en la cuenta que es lo único que dicen (aún no lo han hecho) que me van a devolver.

Hi there, could you please send me the email from 29th May as a regular email and not as a screenshot with a hidden address? My email address is veronika.l@casino.guru. Please forward it to me in its original form without any editing.

Also, could you please specify the exact amount of deposits and the exact dates when they were made after you initially requested to be self-excluded?

Good morning

I have already forwarded the email

It is impossible for me to say the exact amount but I have a later email in which I talk about 500 euros, telling them to close it now, and later I made more deposits

Since I can't access the account I can't tell you exactly, but they must have the entire record

I estimate between 500 and 1000 euros

Buenos dias

ya le he reenviado el correo

Me es imposible decir la cantidad exacta pero tengo un correo posterior en el que hablo de 500 euros, reindicandoles que me la cerrasen ya, y posteriormente hice mas depositos

como no puedo acceder a la cuenta no le puedo decir con exactitud, pero ellos deven tener todo el registro

Estimo entre 500 y 1000 euros

Good afternoon

Do you have any news? I'm still waiting

greetings

Buenas tardes

Tenéis alguna noticia? Sigo a la espera

saludos

Could you please advise me on the exact date when the casino closed your account? Have you received any email confirmation regarding your account being self-excluded? Please forward it to me.(veronika.l@casino.guru)

May 31

No, I did not receive any confirmation via email or any other means.

El 31 de mayo

no, no recibí ninguna confirmación via email ni otra via

Good afternoon,

I still haven't received a response from them, much less a refund, neither of the 98 euros that I had inside when they closed my account nor of the rest of the money.

do you know anything about it?

please help me

Buenas tardes,

sigo sin recibir respuesta por parte de ellos y mucho menos la devolución, ni de los 98 euros que tenia dentro cuando me cerraron la cuenta ni del resto del dinero

sabeis algo al respecto?

ruego me ayudeis

Dear Trotamundos,

You requested self-exclusion for the first time on May 29. The casino closed your account on May 31, which is two business days later. At Casino.Guru, we believe that accounts of players with gambling issues should be closed as soon as possible. We consider a period of up to three business days to be acceptable for account closure. I am very sorry, but in your case, it was less than three days. Therefore, I believe you are not entitled to receive a refund. Unfortunately, I am forced to reject your case. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.