Rabona Casino - ギャンブル依存症であるにもかかわらず、プレイヤーのアカウントが再開された。

Good morning,

I have an account with Rabona. I emailed the casino explaining that I have a gambling addiction and requested that my account be blocked. This request was initially granted after several days. The account was then reactivated when I had a moment of weakness and contacted customer service via chat to have it reopened. This happened after I explained my problem, as described above. Following this, I deposited a total of €7140 and also withdrew a portion, but significantly less than the initial deposit amount. This money should never have been deposited, as the casino was aware of my gambling problem. I request your assistance in obtaining a refund.

I can of course send you the application to block the account by email, as well as the deposit histories including all transactions on the gaming account.

Best regards

Guten Morgen,

ich habe einen Account bei Rabona. Ich hab dem Casino per Mail geschrieben, dass Ich spielsüchtig bin und mein Konto gesperrt werden soll. Kurzzeitig wurde dem nach mehreren Tagen nachgekommen. Das Konto wurde dann wieder freigegeben , als ich einen schwachen Moment hatte und den Service per Chat zur Öffnung kontaktiert habe. Das ist passiert , nachdem wie oben beschrieben, ich mein Problem mitgeteilt habe. Daraufhin habe ich insgesamt 7140 eingezahlt und auch einen gewissen Teil wieder ausgezahlt, aber deutlich weniger als der genannte Einzahlungsbetrag. Dieses Geld hätte aber niemals eingezahlt werden dürfen, da das Casino von meinem Glücksspielproblem wusste. Ich bitte sie mich zu unterstützen, dass ich Geld zurückerhalte.

ich kann Ihnen den Antrag auf Sperrung des Kontos per Mail natürlich zukommen lassen , wie auch die Einzahlungsverläufe samt aller Bewegungen auf dem Spielkonto.

liebe Grüße

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please specify the timeline of events? When did the self-exclusion request take place, and when was it implemented? When have you asked the casino to reopen your account, and when have you been active?
• Have you asked the casino for a refund due to failed player protection? With what result?
• If there is any other information you wish to submit, you can do so via email to tomas@casino.guru. You can post screenshots here.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Good evening,

Please excuse the delayed response.

I submitted my account closure request on February 16, 2026, via email. In my email, I clearly explained my gambling addiction as the reason for the closure. Subsequently, I was repeatedly stalled with offers of bonuses or time-outs to avoid the closure. I refused each of these offers and clearly stated that I wanted the account closed.

This was ignored for several days, so I had to write several more emails.

The account closure was implemented either on February 19th or 20th. I then had my account reopened via live chat, where I only had to briefly confirm that I was aware of my gambling problem. However, as a problem gambler, one isn't. The casino was aware of my gambling addiction and reopened it anyway. The re-opening was less than 24 hours later. The chat history for this doesn't exist. My last activity was on March 3rd, 2026. Since then, I haven't gambled at all, not just at Rabona.

I haven't yet requested a refund from the casino because I considered it hopeless. I was convinced that their customer service wouldn't respond and I'd be turned down. If a closure is only achieved through almost insistent emails and requests, I'm sure I won't get my money back easily.

I needed to take a break from gambling for a while and wanted to ask for your support and experience in these matters. I will send you all the screenshots immediately.

Thank you for your support and help! Best regards

Guten Abend,

entschuldigen Sie bitte die verspätete Antwort.

ich habe den Antrag auf Kontoschließung am 16.02.2026 gestellt, per eMail. Dabei habe ich den Grund der Glücksspielsucht deutlich zum Ausdruck gebracht. Daraufhin wurde ich immer wieder hingehalten, indem man mir Boni oder Auszeiten anbot, um die Schließung zu vermeiden. Das habe ich jeweils abgelehnt und deutlich gesagt, dass ich mir eine Schließung haben möchte.

das wurde mehrere Tage ignoriert , sodass ich mehrfach nochmals Mails schreiben musste.

Die Schließung wurde entweder am 19. oder 20.2 umgesetzt. Ich habe daraufhin per livechat mein Konto wieder eröffnen lassen und da nur kurz bestätigen müssen , dass ich mich dem Spielen bewusst bin. Was man als problematischer Spieler aber nicht ist. Dem Casino war meine Glücksspielsucht bekannt und hat es dennoch eröffnet. Die erneute Eröffnung war weniger als 24 Stunden später. Der Chat-Verlauf existiert dazu nicht. Zuletzt aktiv war ich am 03.03.2026. seitdem habe ich kein Glücksspiel mehr gemacht , nicht nur bei Rabona.

ich habe das Casino bisher noch nicht um Rückerstattung gebeten, da ich das selber als aussichtslos hielt. Ich war davon überzeugt, dass durch den Service eh nicht drauf eingegangen wird und ich abgewiesen werde. Wenn schon eine Schließung nur durch fast eindringliche Mails und Aufforderungen umgesetzt wird, wird sicherlich in dem Fall mir nicht problemlos Geld zurückgezahlt werden.

Ich musste zum Glücksspiel erstmal etwas Abstand gewinnen und wollte Sie dann um ihre Unterstützung und Erfahrung in diesen Angelegenheiten bitten. Ich sende Ihnen umgehend alle Screenshots in der Sache.

danke für Ihre Unterstützung und Hilfe! Lg

Hello Start2025,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Start2025,

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,

Tomas

Hello Start2025, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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.

Dear all,

Thank you for contacting us.

Once the customer requested closure via email we obliged with it and closed the account immediately. Afterwards the customer contacted us via live chat requesting reopening. The customer agreed with our T&C 4.1 which states(below) and wished to proceed with reopening of the account:

4.1 By opening an account on our Website and by using our Website you warrant that:

<...>

you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

<...>

Afterwards there was no request from the customer about closing the account due to any reasons. Therefore we must deny refund request based on our T&C:

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

Best Regards,

Team Rabona

Dear Rabona Casino, the original self-exclusion request has been sent on 16th february 2026, and the account closure has been confirmed by the player on 18th February 2026. Can you pelase let me know what was the date of the account closure, and when did the player request reopening? Thank you.

Dear all,

the initial closure request was received on 16th of February via email. After that the customer was asked by his personal manager if he prefers to take a break for either 2/4/6/8 weeks. On 17th of February the customer declined break and responded that he prefers to close the account. After that, on 18th of February the manager sent him a balance void template(which is the procedure as per our T&C), after that the customer confirmed and the account was closed on 20th of February. During this period there was no deposits/game activity by the customer on our website. Later that day on 20th of February the customer requested reopening, agreed with our T&C 4.1 and wished to proceed with reopening of the account.

If there are any further claims/requests please do not hesitate to contact us.

Best Regards,

Team Rabona

Thank you for the clarification, Rabona Casino, much appreciated.

As per the above, Casino Guru recognises 2 failures in player protection regarding this situation.

First, we find it unfair to threaten addicted players with balance void out in case of self-exclusion. This usually results in players not going through with the account closure, and therefore I would like to ask what was the amount voided during the accoutn closure.

Second issue is reopening of an account of a known gambling addict. As we have discussed in previous cases, Casino Guru does not recognise player confirmation as valid proof for being "cured" of addiction, and we firmly believe that once the account is closed due to gambling addiction, it should never be reopened.

Due to the above, I would like to request detailed cashier history to be sent to me (matej.l@caisno.guru) showing both deposits and withdrawals after the account has been reopened, for a review. Also, you can attach the information about how much has been ovided during the initial self-exclusion account closure. No information form said message will be forwarded or shared with other parties, and is purely for internal investigation purposes. Thank you for your cooperation and understanding.

Dear Matej,

We would like to formally acknowledge that our team is currently looking into this matter. We are reviewing the details to ensure we provide a comprehensive and accurate resolution.

Please be assured that once we have a definitive update or further information to share, we will inform the forum immediately.

Thank you for your patience.

Best regards,

Rabona Casino Team

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 now forwarded the data report you asked for via email. Apologies for the delay.

Hope this clarifies the matter regarding the case.

Best Regards,

Team Rabona

Thank you for the cashier history, Rabona Casino.

First, I would like you to confirm that the account has now been closed indefinitely, with no option for reopening, and notes were added stating "Gambling addict, never reopen", that all marketing communication towards the player has ceased, and the credentials were blacklisted, to prevent re-registering.

Next, I would like to ask for a refund of the balance voided upon account closure, as that is against player protection rules, when dealing with gambling addicts and self-exclusion.

Lastly, I would like to ask if you could refund the player total deposits made after reopening of the account (minus withdrawals) that makes altogether 2,990 EUR. Thank you.

Dear Matej,

we have forwarded your request to the relevant department.

Once there is update we will inform you accordingly.

Thank you for the understanding.

Best Regards,

Team Rabona

Dear customer and Matej,

We can confirm that all of the mentioned above requirements regarding the closure were already done however there was no balance in the account when the template for balance void was sent so there was no balance voided during this time.

Also, as a gesture, we are happy to return the mentioned amount of 2990 EUR.

To proceed with the refund, kindly provide us with your bank details.

Once we receive this information, we will inform you of the next steps accordingly.

In order for us to proceed with your request you will need to send us the following bank account information:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best regards,

Team Rabona

Thank you for the confirmtion, Rabona Casino, much appreciated.

Dear Start2025, please do not post your banking and other personal details in this thread. Instead, please send the information requested above to the support team e-mail address, and for the subject use "Casino Guru complaint 202669 - payment details". Please, let us know once you send the e-mail. Thank you.

Good day,

I sent the email. I hope it was the correct email address. Forum@casino.guru Additionally, I have included your email address - Matej - in cc.

The subject line and content were correctly transmitted to the email addresses. Thank you again for your support!

Guten Tag,

ich habe die E-Mail versandt. Ich hoffe, dass es die korrekte Mail-Adresse war (Forum@casino.guru). Zusätzlich habe ich die Mail-Adresse von Ihnen - Matej - in cc gesetzt.

Der Betreff wurde samt Inhalt an die Mail-Adressen korrekt übermittelt. Ich bedanke mich nochmals für ihre Unterstützung!

Which email address should I send the reply to? I received a response ( Community@casino.guru ) that it's the wrong recipient. Which recipient/email address is correct? Then I'll forward the data immediately.

An welche e-mail soll ich denn die Antwort senden? Ich habe eine Rückmeldung bekommen (Community@casino.guru), dass es der falsche Adressat ist. Welcher Empfänger/Mail ist korrekt ? Dann übermittle ich die Daten umgehend.

Dear Start2025, since it is the casino who is going to refund your money, it should be sent to their support team. Casino Guru has nothing to do with payments or refunds, therefore sending us any kind of banking information is not necessary. We have disposed of your personal data immediately, in line with GDPR rules.

Hello,

I'm having trouble understanding something.

In the previous passage, they wrote:

"Please send the requested information to our support team's email address instead. Use "Casino Guru Complaint 202669 – Payment Details" as the subject line. Please let us know once you have sent the email. Thank you."

My understanding is that the email should be sent to Casino-Guru so that it can be forwarded!?

I didn't know the exact email address of the support/team, so I received an email asking me to contact the correct recipient. I then posted again here in the thread of this complaint.

Now they're telling me to contact the casino directly. But the subject line with the Casino Guru complaint is purely internal for their site.

The question is directed to you, Matej, and to Rabona Casino: which exact address should I contact and provide my personal contact details?

Thank you for your feedback and assistance!

Hallo,

ich habe gerade ein Verständnisproblem.

Im vorherigen Verlauf schrieben sie:

"Senden Sie die oben angeforderten Informationen stattdessen bitte an die E-Mail-Adresse unseres Support-Teams. Verwenden Sie als Betreff bitte „Casino Guru Beschwerde 202669 – Zahlungsdetails". Geben Sie uns bitte Bescheid, sobald Sie die E-Mail gesendet haben. Vielen Dank."

Das verstehe ich so, dass die Mail an Casino -Guru geschickt werden soll, damit das weitergeleitet wird!?

Die genaue Mail-Adresse des Support/Teams war mir aber nicht bekannt, woraufhin ich eine Mail erhielt und ich mich an den richtigen Empfänger wenden soll. Daraufhin schrieb ich hier erneut in den Verlauf dieser Beschwerde.

Jetzt schreiben sie , dass ich mich direkt an Casino wenden soll. Aber Betreff mit der o.g. Casino Guru Beschwerde ist ja rein intern für ihre Seite.

die Frage geht ja an sie ,Matej, und ans Rabona Casino: welche exakte Adresse soll ich jetzt kontaktieren und meine persönlichen Kontaktdaten übermitteln?

danke für Ihre Rückmeldung und Mithilfe!

I contacted Rabona's chat support and was referred to their support email address. I have just sent my details and an explanation of the issue to that address.

I hope for a timely resolution and settlement of this matter.

Ich habe mit dem Chat von Rabona Kontakt aufgenommen und wurde an die Support-E-Mail- Adresse verwiesen. An diese habe ich meine Daten samt Darlegung dieser Angelegenheit soeben übermittelt.

Ich hoffe auf zeitnahe Abwicklung und Erledigung bzw. Lösung dieser Angelegenheit.

Dear Start2025,

you can send the bank account information we requested via this email - complaints@rabona.com

Then we will check it as soon as possible.

Thank you!

Best Regards,

Team Rabona

Thank you for your feedback! I have sent the email along with the required information to the email address you provided.

lg

Danke für ihre Rückmeldung! Ich habe die Mail samt der erforderlichen Informationen an die von Ihnen genannte e-Mail-Adresse versandt.

lg

Just for clarification, my original message never stated the e-mail should be sent to "our" mailbox. It is stating the following:

Dear Start2025, please do not post your banking and other personal details in this thread. Instead, please send the information requested above to the support team e-mail address, and for the subject use "Casino Guru complaint 202669 - payment details". Please, let us know once you send the e-mail. Thank you.

What I meant was to message the support staff of the casino, then asked to use the subject of "Casino Guru complaint 202669 - payment details" so the casino staff could instantly recognise the message and process the payment faster. I apologise if that wasn't clear enough.

Dear Rabona Casino, please let us know once the payment hasbeen processed on your end. Thank yo uvery much.

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.