Rabona Casino - Die Anfrage des Spielers, das Konto zu schließen, wurde ignoriert.

Good day.

I found a post via google a few weeks ago that is similar to my "problem". Not sure if this is the right place for this, but thought I'd give it a try.

the following:

I asked Rabona to close my account on 06/21/23 by mail, unfortunately the account was not closed.

During this time I deposited another €950. From which I paid myself €308 as a "profit".

On Monday 07/10/23 I asked again for the closure. After that, including today, I gambled away another €690.

It would be a dream to get some of the money back, but more importantly, my account there will be blocked. I'm getting into financial troubles.

I am very grateful for any help in any form.

Best regards

Guten Tag.

Ich habe vor ein paar Wochen einen Beitrag über Google gefunden, der ähnlich meinem "Problem" ist. Bin mir nicht sicher ob ich hier richtig bin, aber ich dachte ich versuche es einfach mal.

Folgendes:

Ich bat Rabona am 21.06.23 per Mail mein Konto zu schließen, leider wurde das Konto nicht geschlossen.

In dieser Zeit zahlte ich nochmal 950€ ein. Wovon ich mir als "Gewinn" 308€ auszahlte.

Am Montag den 10.07.23 bat ich erneut um die Schließung. Danach verspielte ich einschließlich heute nochmal 690€.

Es wäre ein Traum ein Teil des Geldes wieder zu erhalten, aber noch viel wichtiger ist das mein Konto dort gesperrt wird. Ich komme so langsam in Finanzielle Schwierigkeiten.

Über eine Hilfe in egal welcher Form bin ich sehr dankbar.

Liebe Grüße

Hello fordjr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello,

First of all, I have to correct that I lost a total of €1,332. (€950+€690 minus withdrawal)

I've already gotten banned from all other casinos and sportsbooks via Oasis.

I did not find any function on Rabona to deactivate my account, so I asked for this immediate suspension of my account.

Now I'm in some financial trouble.

According to the website, Rabona is committed to responsible gaming, which means I shouldn't have deposited or lost any money after being asked to close/block my account.

Greetings

Hallo,

ich muss erstmal richtig stellen dass ich insgesamt 1.332€ verloren habe. (950€+690€ Minus der Auszahlung)

Ich habe mich schon aus allen anderen Kasinos und Sportwetten via Oasis ausschließen lassen.

Ich habe bei Rabona keine Funktion gefunden um mein Konto zu deaktivieren, deswegen bat ich um diese sofortige Sperrung meines Konto.

Nun bin ich in ziemlichen Finanziellen Schwierigkeiten.

Gem. der Website verpflichtet sich Rabona zu verantwortlichem Spielen, das heißt ich hätte nach der Bitte um die Schließung/Sperrung meines Kontos kein Geld mehr einzahlen bzw. in dem Fall verlieren dürfen.

Grüße

Hello fordjr,

Please forward your self-exclusion request you sent to the casino to nikolas.b@casino.guru.

Hello Nick!

I wrote them an email. Thanks in advance.

Hallo Nick!

habe ihnen eine Mail geschrieben. Vielen Dank schonmal.

I would like to point out again that I have been receiving more and more advertising and offers from Rabona in the last few days. Find it quite reprehensible to send further advertising to a "player" who wants to be blocked...

Ich möchte hier nochmal drauf hinweisen, dass ich in den letzten Tagen wieder vermehrt Werbung und Angebote von Rabona bekomme. Finde das ziemlich verwerflich einem „Spieler" der gesperrt werden möchte noch weiter Werbung zukommen zu lassen…

Hello fordjr,

I've checked your forwarded e-mail and as I was explaining above, there is a difference between account closure and self-exclusion. As you request only for account closure, in which case you are still able to reopen your account anytime, the casino is not responsible for any loss therefor you are not eligible for any kind of refund.

If you wish to permanently close your account without the possibility to reopen, be sure to send them a self-exclusion request, mention gambling addiction or gambling problems - in this case the casino must close your account within 3 days without the possibility to reopen it anytime soon.

Please let me know regarding your next step.

Regards,

Nick

Hi Nick,

Ok, then I'm probably unlucky when it comes to money, unless I have a good chance of goodwill.

Still find it reprehensible to continue to send advertising to someone who wants to be blocked.

I sent Rabona an email on Monday, July 24, 2023 at around 10 a.m. German time. There I ask for self-exclusion because of gambling addiction.

I hope something will happen in the next few days.

Greetings

Hi Nick,

Ok dann hab ich bezüglich des Geldes wohl Pech, außer ich habe Chance auf eine Kulanz nun gut.

Finde es trotzdem verwerflich jemanden der gesperrt werden möchte weiterhin Werbung zukommen zu lassen.

Ich habe Rabona am Montag, den 24.07.23 gegen 10.00 Uhr deutscher Zeit noch eine Mail zukommen lassen. Dort bitte ich um den Selbstausschuss wegen Spielsucht.

Ich hoffe die nächsten Tage tut sich etwas.

Grüße

Hello fordjr,

Can you please advise if your account got closed since your self-exclusion request? Can you also forward it to nikolas.b@casino.guru?

Dear fordjr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.