Rabona Casino - プレイヤーのアカウント閉鎖リクエストは無視されました。

Hey

I’ve been struggling with gambling addiction and i asked rabona casino to close my account in 15.12.2023. I sent them an email to their support to close my account, but they never did. That allowed me to keep gambling and one week between 15.10.2024-21.10.2024 i deposited 2210 euros. I asked for a refund of those deposited funds during that timeframe, but they refused it, even though they did not close my account when i asked for it.

Their support advised me to submit a complaint to complaints@rabona.com and i have sent two emails to them and i haven’t heard anything back from them. It has already been four weeks since i sent the first email to them.

Dear Eixen,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Please let me ask you a few questions to better understand the situation.

• Could you please advise whether you informed the casino about your gambling addiction in the past? When?
• Was your account blocked as a result of you informing the casino about your gambling addiction?

Thank you very much in advance for your reply.

Best regards,

Tomas