Rabona Casino - プレイヤーのアカウントブロック要求は無視されます。

Hello dear Guru team,

I wrote an email to Rabona on January 1st, 2025, requesting that my account be permanently blocked due to gambling addiction.

Then I wrote another EMAIL on 05.03. Until today, 18.03, I have not received any response, nor has the account been blocked.

I paid €1,823 during this period and now I would like a refund.

There is no response to my email or chat requests.

I am enclosing screenshots.

What can I do here? Please help.

Guten Tag liebes Guru-Team,

ich habe am 01.01.2025 eine EMAIL an Rabona geschrieben, mit der bitte um Selbstausschuss/Konto sperrung auf ewig aufgrund von Spielsucht.

Dann habe ich am 05.03 nochmals eine EMAIL geschrieben bis heute einschließlich 18.03 habe ich keine Rückmeldung erhalten, noch wurde das Konto gesperrt

Ich habe in diesem Zeitraum 1823€ eingezahlt und möchte nun die Rückerstattung.

Auf meine MAIL, und Anfragen im Chat wird nicht reagiert.

Screenshots sende ich anbei.

Was kann ich hier tun? Bitte um Hilfe.

Dear marley2410,

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

I checked the website and found the support email on the website to be support@rabona.com

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you been advised to contact a different email address?
• Have you received any reply from the casino after sending an email to support@rabonabet.com
• Have you contacted live chat and asked for assistance regarding your unfulfilled request?

As a precaution, please send another self-exclusion request to the casino using the declared email address, with the help of the template below if necessary.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Rabona Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@rabona.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. 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.

Hello Tomas,

Thank you for your feedback.

to question 1)

Why a different email address? I simply included all the Rabona email addresses I know (VIP, Support, etc.)

to question 2)

No I didn't get an answer

to question 3)

I was in the live chat more than once before and after, and the answer I always got was that it would be taken care of and that I should write an email or that my email would be checked/processed.

Unfortunately I have no log of the chat histories

I sent an email with them in CC

Hallo Tomas,

vielen Dank für deine Rückmeldung.

zu Frage 1)

Wieso andere E-Mail? Ich habe einfach alle von mir bekannten Rabona E-Mail Adressen mit reingenommen (vip,Support…)

zu frage 2)

Nein ich habe keine Antwort bekommen

zu Frage 3)

ich war mehr als im livechat davor und danach, wobei immer die Antwort kam , dass sich darum gekümmert wird, und ich eine E-Mail schreiben soll / bzw. meine Email überprüft/bearbeitet wird.

leider habe ich zu den Chat Verläufen kein Protokoll

ich habe eine E-Mail mit ihnen in CC gesendet

Hello?

Hallo?

Thank you very much, marley2410, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello marley2410, 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.

From the originally provided screenshot, it does looks like the self-exclusion request has been sent to the wrong e-mail address, as it was pointed out by my colleague. I have snooped around the whole website, their T&C and Contact details, from various VPNs, but nowhere was I able to see the e-mail address you have used for the self-exclusion request.

Could you please confirm, you have sent another request on the correct e-mail address and what was the date? Also do you remember where did you see the e-mail address with "rabonabet"?

Thank you for your patience and cooperation in advance.

Hello Matej,

many thanks for your response.

I have attached screenshots that can prove that the rabonaBET email exists.

I'm also attaching the email self-assessment with Tomas in CC...

Hallo Matej,

vielen Dank für deine Antwort.

ich habe einmal Screenshots angehangen , die belegen können, dass die rabonaBET email gibt.

anbei auch nochmal die E-Mail selbstauschuss mit Tomas in CC…

Thank you very much for the additional evidence!

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? Especially why the request from 1st January has been neglected, as well as the other communication? I would also appreciate if you can provide us with any and all relevant evidence. In case you need to share sensitive information from the caisno system, it can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.