Rabona Casino - Das Spielerkonto wurde wiedereröffnet, die Gelder sind jedoch verloren.

Good day ,

I have a big problem with the Rabonabet.com casino.

The issue is that account closure requests due to gambling addiction are being ignored. This means that simply sending an email stating that one has their gambling addiction under control is enough to allow them to continue playing. Is there any possibility of getting back at least the €3,500 I deposited this week?

I confirmed in an email at the beginning of last week that I have my gambling addiction under control, the account was reopened and I deposited 3500. Lost it all.

Best regards

Guten Tag ,

ich habe ein großes Problem mit dem Rabonabet.com Casino .

es geht darum , dass Konto Schließung Anfragen wegen spielsucht ignoriert werden . Das heißt , es reicht eine E-Mail zu schreiben , dass man die spielsucht unter Kontrolle hat und man kann einfach weiter spielen . Besteht die Möglichkeit wenigstens 3500 Euro die ich die Woche eingezahlt habe zurückzubekommen ?

Ich habe Anfang letzter Woche in der email bestätigt dass ich meine spielsucht unter Kontrolle habe , das Konto wurde wiedereröffnet und ich habe 3500 eingezahlt . Alles verloren .

mit freundlichen Grüßen

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Stay safe.

Dear Spieler777,

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).

Could you please 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

I replied to your email. I have more to say; this has been going on for a year. I repeatedly state that I am a gambling addict, but they simply accept terms and conditions 4.1 and can continue playing.

You can see in the message that your account has been permanently closed. I was able to reopen it a week ago and have gambled away 3500.

That's not allowed, is it?

Ich habe Ihnen auf die email geantwortet.ich habe sonst noch mehr , das geht seit einem Jahr so. Ich sage mehrmals dass ich spielsüchtig bin , man bestätigt dann einfach agb 4.1 und kann weiter spielen .

sie sehen in der einmal , es steht dein Konto wurde dauerhaft geschlossen , vor einer Woche konnte ich es wiedereröffnen und habe 3500 verspielt .

das ist doch nicht erlaubt was die machen oder ?

Did you receive the emails?

Haben Sie die Emails erhalten ?

Could someone please reply?

Kam jemand bitte antworten ?

Could someone else please take over this case? I've been waiting for a response for 5 days.

Kann sonst bitte eine andere Person diesen Fall übernehmen ? Ich warte seit 5 Tagen auf eine Antwort

Hello Spieler777,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

That's already 5000 euros...

Das sind mittlerweile 5000 Euro schon ….

Please help me, I'm completely out of control. They keep making me deposit money; it's already 5000 euros in two weeks…🙁

Helfen Sie mir bitte ich habe mich überhaupt nicht unter Kontrolle , sie lassen mich die ganze Zeit Geld einzahlen , es sind schon 5000 Euro in 2 Wochen …🙁

Dear Spieler777

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,

Veronika

Okay, thank you very much, that's now 5700 euros.

Okay vielen Dank , das sind mittlerweile 5700 Euro .

Could you wait a little longer? I have another 3000 euros in there that I'd like to withdraw, so there aren't any problems?

Könnten Sie noch kurz abwarten , ich habe da noch 3000 Euro drauf die ich auszahlen möchte , nicht so dass es Probleme gibt ?

Everything's fine, please just carry on.

lg

Alles gut , bitte einfach weiter machen .

lg

Hello Spieler777, 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, 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 why an account of a known gambling addict has been reopened? 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 Spieler777,

Thank you for reaching out to us.

We would kindly like to inform you that your account has been now permanently closed upon your request.

Furthermore, after investigating your claim we would kindly like to inform you that an gambling addiction was never mentioned before by you.

On the 27th of february your account was closed upon your request with the reason: ... due to my gambling behaviour.. and .. gamble my money elsewhere..

Based on those statements there is no clear indication of a gambling addiction.

Therefore, when you requested your account to be reopened, we needed to have additional confirmation that you have control over your gambling, which you confirmed.

Dear Matej,

Based on those findings we would kindly like to ask you to reevaluate this case.

If further proof is needed, please feel free to request those.

Kind regards,

Rabona Team

I have evidence that you repeatedly opened the account after accepting terms and conditions 4.1. I have repeatedly expressed my gambling addiction.

I also sent Casino Guru evidence of my gambling addiction, and the account was supposedly permanently closed as a result, but was reopened after I inquired. You don't get out that easily.

I expect a refund of all my February deposits; otherwise, I request that Casino Guru report the violation to the Curacao Gaming Control Board, which will of course result in higher penalties and possibly a review of your license.

Ich habe Beweise wie Sie das Konto mehrmals aufmachen nach dem man AGB 4.1 bestätigt . Ich habe mehrmals spielsucht geäußert.

ich habe ebenfalls dem Casino Guru Beweise geschickt , wie ich meine spielsucht äußere und das Konto daraufhin angeblich dauerhaft geschlossen wurde , jedoch nach meine Nachfrage wieder eröffnet wurde . So einfach kommt ihr nicht raus .

ich erwarte Rückerstattung meiner alle Februar Einzahlungen , amsonsten bitte ich das Casino Guru um Meldung des Verstoßes der Aufsichtsspielbehörde in Curacao, diese ist natürlich mit höheren Strafen und evtl. mit Prüfung eurer Lizenz verbunden .

The other lie is that I was able to play until this morning; I can prove that. They closed the account today after you were invited to file this complaint.

I can prove all deposits and also the information about gambling addiction from January 🙂

Die andere Lüge ist , dass ich bis heute Vormittag noch spielen konnte , das kann ich auch beweisen . Sie haben das Konto heute geschlossen , nachdem Sie zur dieser Beschwerde eingeladen wurden .

ich kann alle Einzahlungen nachweisen und ebenfalls die Information über Spielsucht schon im Januar 🙂

Well, strangely enough, I was still able to play on March 2nd. How is that possible if the account was closed on February 27th?

Na komischerweise konnte ich am 2.3 noch spielen , wie geht denn das , wenn am 27.2 das Konto geschlossen wurde hmm?

I clearly informed you about my gambling addiction in January.

Even last year, but I'll pass on that. I would like all deposits back: 5500 euros in February, please.

Ich habe im Januar Sie über meiner Spielsucht klar und deutlich informiert .

sogar letztes Jahr , aber darauf verzichte ich . Ich möchte alle Einzahlungen : 5500 Euro im Februar bitte zurück haben .

Dear Rabona Casino, after reviewing the evidence provided by the player, he has informed the VIP manager about the gambling addiction via e-mail on 30/01/2026 @ 13:38 sent to vip@rabona.com as a response to the account closure request. Since the player has also received the response that your support staff sends after self-exclusion of the account has been done, this confirms you were aware of the issue and acted on it.

As you know from the previous cases, we do not take players' statements about not being addicted anymore as a proof, since gambling addiction can't be "cured" within a couple of weeks. Especially not within two weeks, that have passed between the permanent self-exclusion and re-opening of the account.

With this in mind, I would like to ask you to e-mail me (matej.l@casino.guru) player's cashier history from the time between the account reopening and subsequent closure, showing both deposits and withdrawals, for a review. Thank you.

Dear Spieler777, while waiting for the casino to respond, could you please e-mail me (matej.l@casino.guru) your bank statement showing all the deposits and withdrawals made during the time your account has been reopen? I need it to be able to check it against the cashier history I will receive form the casino, to ensure there are no discrepancies. Thank you very much.

Yes, I'd rather do that, Matej.

Ja das mach ich lieber Matej

Dear Spieler777,

Thank you for your patience and reply.

We would kindly like to ask you to check your emails where we send you a refund offer in the amount of the loss made since the reopening of your account.

If you agree, please reply to the email with your details in order to proceed with your payment.

Thank you for your understanding.

Kind regards,

Rabona Team

Dear Matej, the casino is offering me €542, which I disagree with. There's a missing zero; I deposited over €5500.

Lieber Matej , das Casino bittet mir 542 Euro an, damit bin ich nicht einverstanden . Da fehlt eine 0 , es sind über 5500 Euro die ich eingezahlt habe .

Dear Matej, I have sent you the entire deposit history and bank statements via email.

That's over 5500 that I deposited and lost during that time.

So I don't agree with the 542 euros.

Lieber Matej , ich habe ihnen per Email die ganze Einzahlungshistorie sowie Kontoauszüge übersendet.

das sind über 5500 die ich in der Zeit eingezahlt und verloren habe .

also ich bin mit den 542 Euro nicht einverstanden .

Dear Spieler777,

Thank you for your reply.

We would kindly like to inform you that your account was reopened on the 28.02.26.

Since that time the total deposits made on your account are 542 EUR which we offered for refund.

Dear Matej,

We would kindly like to ask you to check your emails where we send you additional proof of the deposits made on the account.

We hope this helps to clarify the case.

Kind regards,

Rabona Casino Team

You don't even know what you're writing anymore. In your first message you wrote that the account was closed on February 28th, and now you're saying it was reopened on that day…

I sent Matej all the evidence; I played with you throughout February and deposited 5500.

I also photographed the entire deposit history.

Why are you lying to her?

Matej, I ask you to inform the gaming authority about the violation.

Ihr wisst doch nicht mehr was ihr schreibt. In der ersten Nachricht habt ihr geschrieben , dass das Konto am 28.2 geschlossen wurde und jetzt sagt ihr dass es an dem Tag wiedereröffnet wurde …

Ich habe dem Matej alle Beweise geschickt , ich habe ganzen Februar bei euch gespielt , 5500 eingezahlt .

die ganze Einzahlungshistorie habe ich ebenfalls abfotografiert .

warum lügt ihr ihr ?

Matej ich bitte Sie die Spielaufsichtsbehörde über dem Verstoß zu informieren .

Matej, please look at the previous messages; they are simply lies.

A total of 542 were deposited on February 28th, compared to 5000 before that. 🙂

Matej schau Dir bitte die vorherigen Nachrichten , die lügen einfach .

an dem 28.2 wirden insgesamt 542 eingezahlt , davor 5000🙂

Dear Spieler777, please try not to spam the thread, as it makes fishing for information more time-consuming and difficult for me, especially in cases where I need to constantly double-check previous statements. If you can sum everything up in one message going forward, that would be much appreciated. Thank you for your understanding.

Dear Rabona Casino, I can confirm reception of your message. However, the screenshots are heavily censored and do not show the information I have asked for, so I would like to ask you again for the following:

• detailed cashier history from 30/01 until the recent, final account closure, showing both deposits and withdrawals made in this time
• screenshot of "Messages" section showing the account statuses and notes, from 30/01 until the most recent one

Thank you for your cooperation.

Dear Matej, could you please confirm to the casino that I also sent you the cash history and bank statements, showing over 5000 euros? They think they are right about the 2 days and 500 euros, even though it is not true.

Best regards

Lieber Matej , können Sie bitte dem Casino gegenüber bestätigen , dass Dir ebenfalls die Kassenhistorie sowie Kontoauszüge übersendet habe , es sind über 5000 Euro zu sehen , die denken dass Die mit den 2 Tagen und 500 Euro im Recht sind obwohl es nicht stimmt .

viele Grüße

Dear Spieler777,

Thank you for your patience.

We would kindly like to ask you to check your emails where we send you a new refund offer.

We hope this finds you well.

Kind regards,

Rabona Team

Dear Rabona Casino,

When will the transfer be carried out?

Sehr geehrtes Rabona Casino ,

wann wird die Überweisung durchgeführt ?

Since it seems like both parties have agreed on resolution, I will be swapping the timer towards the casino.

Dear Rabona Casino, please let us know once the refund has been processed on your end, thank you.

Dear Spieler777,

Thank you for your reply and the provided information.

Please be informed that we forwarded your details and expect the finalization of transaction in the nearest time.

Thank you for your understanding.

Kind regards,

Rabona Team

Could you please briefly write here once the transfer has been processed?

Könnten Sie dann bitte hier kurz schreiben wenn die Überweisung bearbeitet wurde ?

Hello everyone ,

I hereby confirm receipt of the money and thank you very much for your cooperation.

Thank you so much Rabona, and especially thank you Casino Guru and you, dear Matej.

Hallo zusammen ,

hiermit bestätige ich den Eingang des Geldes und bedanke mich ganz herzlich für die Zusammenarbeit .

Vielen Dank Rabona und vor allem vielen vielen Dank Casino Guru und Dir lieber Matej

Dear Spieler777,

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/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

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