The player from Germany had requested the immediate and irrevocable closure of her casino account on January 6, 2026, but the request was ignored, which allowed additional deposits totaling €9,000. She demanded that the account be closed and her deposits refunded, citing the casino's terms and conditions for account closure. The account was finally closed on January 14, 2026, after deposits exceeded €13,000. It was determined that the player had not informed the casino of her gambling issues prior to continuing to deposit funds, and therefore the casino was not obligated to protect her in this situation. Consequently, the complaint was closed as the casino had fulfilled the closure request, and no refund was granted. Later, after the player disclosed her gambling addiction on January 10 and requested self-exclusion on January 12, the casino agreed to refund €4,500 deposited after the closure request. Despite delays and lack of timely communication from the casino, the refund was eventually processed and credited to the player's account. The complaint was closed as resolved following the successful refund.
Ragnaro Casino - Player's account closure request is ignored.
Case closed
Amount: €4,500
Ragnaro Casino
Safety Index 2.1 Very lowCase summary
Translation
Ladies and Gentlemen.
On January 6, 2026, at 11:46 AM, I requested the immediate, permanent, and irrevocable closure of my account at this casino. At 2:27 PM, the team asked if I wanted to change my mind or perhaps take a break. At 2:34 PM, I again requested complete closure. Unfortunately, my request was completely ignored!
Considering a maximum processing time of 24 hours, during which my account would have had to be closed, I have been able to deposit another €9,000 to date! A player's wishes and demands should be the top priority at a reputable casino.
I made the demand with immediate, permanent, and irrevocable effect. The terms and conditions state that an email is sufficient to close the account, but not that a reason is required!
I requested that the casino close my account and refund my deposits immediately, and no later than January 17, 2026, from the date of the account closure request, including a 24-hour processing time. But nothing has happened!
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Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ragnaro Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Have you unsubscribed from the casino's marketing communication?
If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@ragnaro.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Ragnaro Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that 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."
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
TranslationHello Tomas.
I sent another email. Unfortunately, my account is still open; I can still access it, make deposits, and my deposits no longer amount to €9,000, but now exceed €12,000.
Best regards
Kora76
TranslationI've since deposited another €850. So, unfortunately, I'm now at €12,850.
TranslationAfter much back and forth, my account was finally closed last night after I deposited another €1000. I have not yet received a response regarding my claim for a refund of €13850.
Thanks for the update.
I went over the communication you provided.
- Could you please specify when was the last time the casino allowed you to deposit and when exactly your account closed?
Looking forward to your reply.
TranslationGood morning. My last deposit was on January 14, 2026. At that time, my deposits totaled over €13,000. My account was finally closed on January 14, 2026, at 3:10 PM.
Could the amount in dispute be changed to €13,850?
Hello Kora76,
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
Thanks for your reply.
Could you please clarify whether you informed the casino of your struggle with gambling? When exactly did you inform the casino, and what was its response to you?
Looking forward to your reply.
TranslationLadies and Gentlemen.
On January 6, 2026, at 11:46 AM, I requested the immediate, permanent, and irrevocable closure of my account. At 2:27 PM, the team asked if I wanted to change my mind or perhaps take a break. At 2:34 PM, I again requested complete closure. Unfortunately, my request was completely ignored!
Considering a processing time of a maximum of 24 hours, during which my account would have had to be closed, I was able to deposit another €9,500! Surely, a reputable casino should prioritize the wishes and demands of its players.
I am a gambling addict, and for this reason I demanded immediate, permanent, and irrevocable account closure. The casino's terms and conditions state that an email is sufficient for account closure, but no justification is required!
On January 6th, I demanded the immediate, permanent, and irrevocable closure of the account. From that day onward, I also sent daily emails demanding account closure. On January 12th, I sent your pre-written email, copying you, and explicitly stated that I had self-excluded.
On January 14th, I was asked again if I really wanted to close my account. I confirmed, as I had on January 6th. My account was finally closed on January 14th. Unfortunately, I had been able to deposit a total of €13,950 up to that point...
Dear Kora76,
Please understand we can only ask the casino to refund money that was used for gambling in circumstances where you inform the casino of your gambling issues and the casino fails to protect you.
Based on the communication you shared with me, there was no prior disclosure of gambling issues to the casino. If you request a simple account closure and continue your activity, we can't conclude that the casino should have protected you in that situation.
Since you confirmed the casino closed your account, there is little we can accomplish.
Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
We’ve reopened this complaint at the request of Kora76. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Player's message: (transalted)
Good morning, Thomas. An email in which I explicitly requested to be blocked was sent on January 12 at 10:34 a.m. I copied you on this email. One day later, I received another email from VIP Support saying that they wanted to reward my recent activity with a bonus... At this point, at the latest, my account should have been closed... Or am I mistaken? You should have the email from January 12. I'll be happy to upload a screenshot of the response...
Thanks for sharing this information.
Could you please share the email sent to the casino on January 10th with me? Make sure the recipient's email, date, and sender's email are visible.
Send the information to my email at tomas@casino.guru
Thanks in advance for your reply and cooperation.
TranslationHi Tomas. I've sent everything. Best regards
Thanks for the information you shared.
On the screenshot you submitted, there is a reference to the email sent on the 10th of January; however, the context of what is in the message is missing.
Kindly share with me the full message from 10th January with me. similar to the email chains you shared with me.
TranslationHi Tomas. I sent it. I checked again. I first explicitly disclosed my gambling addiction on January 10th at 10:15 AM...
TranslationDespite a clear self-exclusion on January 12th, I am still receiving advertising and bonus offers!
Dear Kora76,
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, Martin (martin.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 Kora76,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to forward me the exact email you have sent to the casino on 10th of January. You can do this by finding it in your outbox/sent section, and then clicking on forward. My email address is martin.l@casino.guru
I would also like to invite the Ragnaro Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? Afterwards, would you be able to provide us with the player's deposit history?
Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru
TranslationHi Martin. I forwarded the emails from January 10th. Although I didn't explicitly mention my gambling addiction in my email to January 6th, but "only" requested permanent and irrevocable account closure, the casino asked if I might just want to take a break first. So they already understood why I wanted to close my account 😉. You also received this message from me... (Kety, January 6th, 3:27 PM) January 10th, 10:15 AM, near the bottom...
TranslationMy messages to you are not going through. 
Dear Kora76,
thank you for your swift response. Please try again at martin.l@casino.guru
TranslationHi Martin. Unfortunately, it's still not working and I don't know why 😭. 
TranslationQuick general question. Have you ever heard anything from the casino via email, or are you being ignored too?
Dear Kora76,
thank you for trying to reach me, for now the information provided should be sufficient. As for the casino, I haven't received a reply just yet, but the there is still quite a lot of time on the timer, so let's not lose hope. In the meantime, there are no further requirements from you, in case there are any new developments, please let me know.
Dear all,
Thank you for your patience.
We are currently reviewing this case and will inform you as soon as possible.
Kind Regards,
Ragnaro
Dear Andrea,
Please be advised that regarding the data information we have submitted the request to the relevant department and will contcat you soon.
Aditionally, regarding the refund, we were able to see that the amount deposited after the request of closure was of 4500 EUROS which we can provide a refund. To proceed please provide the following details:
• Full Name (including all middle names)
• Email Address
• Bank Account Holder’s Name
• IBAN / Account Number
• Bank Name
• Bank Location (Country)
• SWIFT / BIC Code
Once we receive this information, we will proceed accordingly.
Thank you in advance for your cooperation.
Ragnaro
TranslationHello dear Ragnaro Casino. Which account closure request are we referring to? What date are you referring to? Since I haven't received a data privacy request yet, could you please tell me the total amount I've deposited since January 10th? Kind regards
TranslationHello dear Ragnaro Casino. I contacted you via email.
TranslationGood morning. Unfortunately, I'm not receiving any response via email, so I'm writing again here...
Which account closure request are you referring to? What date? Since I haven't received a data privacy request yet, could you please tell me the total amount I've deposited since January 10th? Kind regards
Dear casino representative,
thank you very much for your involvement in this matter. Could you please clarify, from which date you believe the player is entitled to be refunded? Additionally, could you please provide us with the player's deposit history?
Dear Kora76,
thank you for your continued cooperation, I hope the issue will be resolved soon.
TranslationTo the Ragnaro Casino Team.
Since I have unfortunately not received a reply from you, but am slowly getting tired of waiting, I agree to the above-mentioned sum.
I have sent you the data you require via email.
TranslationIt's sad that the casino makes an offer and then doesn't get back to you at all!
TranslationGood morning. I received more advertising today. 
I received no response to my request to have my email address removed from this mailing list, nor to my question about the status of the refund.
TranslationSorry, but I'm starting to get the feeling that the casino doesn't really want to finalize the transaction. They're more concerned with accepting the offer, even though I still have no payment history and don't know the date they're basing the closure request on. What else can I do? And unfortunately, support continues to ignore me...
Translation@Martin Do you have a contact person at the casino? I really feel like I'm being ripped off!
Dear Kora76,
I understand this is frustrating for you, but let's wait for a response from the casino representative.
TranslationGood morning. Of course we're waiting. I have no other choice 😬 and on Monday the casino representative will contact me and say that the data privacy statement isn't available yet. Then it will take another 14 days. Sorry, I still don't understand it.
"Regarding the refund, we have confirmed that a sum of €4,500 was paid in following the closure request, which we can refund to you. Please provide the following details for further action."
I indicated that I would accept the offer even without a data privacy statement, and I provided all my information both here and via email, but unfortunately nothing has happened. Not even a response from support via email... Yes, this is very frustrating!
TranslationGood morning. There are things I don't understand!
I finally found someone from the VIP team who responded to my email. I explained the situation again and sent a screenshot of the casino representative's offer. They replied that they had forwarded it to the relevant department for review.
Why an audit? It was an offer from the casino that I accepted, and I've been waiting for a payout for almost a week now...
TranslationI just heard from live support that they're still working on the case...! Sorry, but after a week something should really be happening by now, shouldn't it??
Dear Kora76,
I understand your frustration, but there is nothing else we can do, other than to wait. Please know I am trying to get in contact with casino representative.
TranslationThat's so kind. I understand that a refund takes time to process. But the offer was from the casino (I would have understood a review if I had filed a claim and not accepted their offer), but after barely a week, they should be able to implement the offer...
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 Martin,
We have sent an email to you attached required evidences for your further review. These documents clarify that our obligation is restricted to the return of 4,500 EUR, as Kora76 first disclosed her gambling addiction on January 10, 2026.
We trust this documentation addresses the concerns regarding the timeline and the final amount.
We look forward to your update.
Kind regards,
Ragnaro Casino team.
TranslationDear Sir/Madam, I previously stated that I agree to the refund of your offer of €4500. Therefore, I would be pleased if we could proceed with this matter. Sincerely,
Dear casino representative,
thank you for your response. I can confirm we consider the refund of 4500 EUR a fair resolution.
TranslationDear Casino, are we going to have to wait another almost 7 days for the next question, or will we finally reach a conclusion?
TranslationDear Martin! Do you still believe we'll reach an agreement this month? 🤣 Despite following up by email, there's been absolutely no response... I'm starting to find this ridiculous! A quick resolution, now that everyone's in agreement, would surely be in everyone's best interest, wouldn't it? Or am I wrong?! This is just ridiculous... We're just being strung along!
Dear Casino Team, should you decide in 6 days to ask for my ID card and bank card... I can already tell you that I have sent everything!
TranslationDear Martin.
Seriously, we now have to wait another six days until the casino probably asks the next question or makes some demands? Surely that can't be in anyone's interest? There's a solution that everyone can agree on!
TranslationWhy did I provide my data over a week ago "for further action" if absolutely nothing happened?!
TranslationI inquired again via live chat about when the refund process would continue. Upon contacting the responsible department, I was told to send an email, which I did again, and where I've been ignored for almost a week now...
TranslationDear Martin.
Are we still waiting diligently?
Dear Kora76,
the refund amount has been confirmed. you will receive your funds soon. I cannot influence the speed at which the casino operates.
TranslationAnd still no contact from the casino, let alone a refund....
TranslationStill nothing, of course... But we'll wait a little longer...
TranslationAnd even if the processing speed were slow, they could at least give you some feedback, right? Or maybe an estimate of when the payment will be made... but? Nothing happens...
TranslationSince I post daily, of course I'll post again today... But what can I say?
As expected, nothing has happened yet ☺️!
TranslationSorry, but this is getting ridiculous! And yes, I'm beyond frustrated! Another week has gone by and nothing's happened! I'm starting to wonder what the point of all this is!?!?
Will I receive my money shortly?
The word "brevity" seems to be a flexible term here 🤷🏼♀️
I think that one should give the casino a deadline for payment....
TranslationToday is Sunday. And of course, nothing is happening.
So, I'm starting to get the feeling that the casino is stalling for every minute. Two weeks ago, the casino offered a refund, which I accepted. Also for the last two weeks, the casino has had my information for "further" action. Whatever that "further" action entails, I have no idea. A week ago, you, Martin, also accepted this offer. What on earth is stopping the casino from implementing their offer? Further checks, as the live support so eloquently puts it to avoid taking responsibility, seem illogical to me, since the offer came from the casino! My money should arrive shortly. That would have been nice. As mentioned several times, I haven't even received a response via email! It would be great if the casino, which will contact me again tomorrow, wasn't given another week's grace period, but instead instructed to initiate the payment immediately. They have all the necessary documents! Because at this point, it's truly ridiculous!!
Dear player,
Thank you for your patience.
In order to assist you with your request, we kindly ask that you provide the following bank details:
• Full Name (including all middle names)
• Email Address
• Bank Account Holder’s Name
• IBAN / Account Number
• Bank Name
• Bank Location (Country)
• SWIFT / BIC Code
Once we receive this information, we will proceed accordingly.
Thank you in advance for your cooperation.
Ragnaro
Dear casino representative,
as mentioned by the player, the information has been shared multiple times by now. Please proceed with the refund at your earliest convenience.
TranslationI contacted live support again regarding a refund. This was their response:
"Thank you for the screenshot. I will clarify your request with the relevant department. Please bear with me while I wait for a response."
OK
Manny
Thank you for your patience, I would like to ask you to send an email.
in this matter.
No. I won't do that anymore. Because for the past two weeks I've been writing at least one email a day, and NO ONE is responding.
Manny
We sincerely apologize for any inconvenience caused.
We only process complaints via email.
Manny
You don't need to worry. You can send an email, and the relevant team will reply as soon as possible.
It's absolutely ridiculous!!!!
TranslationDear Martin, since I have the feeling that the casino representative isn't even reading the posts here, I'm asking you to contact him by email...🙏🏼. Otherwise, we'll never get anywhere with this...
TranslationAnd I still receive advertising too.... 
Dear all,
We have forwarded the bank details to the financial department to process the payment as soon as possible.
Kind Regards,
Ragnaro
TranslationWell, that's finally some news! Could I ask the finance department to prioritize my case?
Dear casino representative,
thank you for your response. We will be awaiting your confirmation that the process has been finalized on your side.
TranslationThe casino isn't seriously going to have another 7 days to take action, is it? 😐 It's already been over two weeks since I provided my bank details...
TranslationWhen I inquired in the live chat today, I received this message:
"I have informed the relevant department about your request and have done my best to help you. Please note that refunds will be processed via email." support@ragnaro.com An application must be submitted. The administration will then take care of your request.
Always something new!
Dear player,
Thank you for your patience. Please be advised that sending multiple inquiries through different channels may actually delay the resolution of your case. Each new ticket is often routed to different agents and departments, which is why you were previously asked to provide your bank details again.
We are pleased to inform you that the refund process has already been initiated. According to our Financial Department, the payment is scheduled to be processed tomorrow, April 1st (01-04).
Please keep in mind that processing times may vary depending on bank holidays, your specific bank, and your country. Consequently, it may take a few business days for the funds to reach your account.
At this stage, no further action is required from your side. We appreciate your cooperation in waiting for the transaction to complete.
Kind regards,
Ragnaro
TranslationThank you for your message. If the payment is made tomorrow, the money should theoretically be in the account by the day after tomorrow at the latest. That's not a holiday yet...
Dear casino representative,
thank you for your confirmation.
Dear Kora76,
please keep us updated on the status of your funds.
TranslationI will. Maybe something will happen tomorrow...
TranslationDear Martin, what can I say? I had almost given up hope, but the money is actually in my account. Thank you from the bottom of my heart for your incredible support!
Dear Ragnaro Casino Representative.
I would also like to thank you that we found a solution, the money has been credited to my account, and we can therefore close this complaint/case as resolved.....
Dear Kora76,
We're glad to hear that your issue has been resolved at last. We would also once again like to thank the support team over at Ragnaro Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!
Best regards
Martin
Casino.Guru
