Rabona Casino - Player is requesting a refund of his deposits.

Dear Casino Guru team,

I've been registered with Rabona for a few months. i lost a higher five-digit amount in total. a few months ago i asked the provider to restrict the amount of deposits. the employee in the live chat refused this because it was supposedly not possible. so i continued to play large amounts and even took out loans. I have now contacted the casino and informed them that I have been blocked from gambling in the German Oasis database since 2014 and have sent proof of this. I also asked for a refund of at least part of my deposits. If they had reacted beforehand when I wanted to restrict the deposit, it would not have come to this. However, my account has not yet been blocked and no answer as to whether a refund of part of the deposit is possible. could you support me? thank you very much in advance

Dear Hustle2023,

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

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

Could you please advise if you contacted the casino and requested your account to be blocked due to your gambling problem? Could you specify when you mentioned your gambling problems to the casino and what feedback you received?

Do I understand correctly your casino account is still accessible to you?

Please understand the OASIS scheme is only applicable to casinos holding a German license, while the Rabona Casino is licensed in Curacao.

Also, please understand we don't find it mandatory for casinos to have a 'deposit limit' feature, and cannot penalize casinos for not being able to comply with applying it on your request.

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.

Best regards,

Tomas

Hey Tomas,

thanks for your help. That's right, my account is still open even though more than 24 hours have passed. Rabona has made it very clear that existing accounts will be closed within 24 hours if requested. Furthermore, my account was never verified even though I made two withdrawals (€1900 and €2000).

My ban request was emailed to the support team and I said I would like to close my account due to gambling addiction issues. I also added the proof. The only reply was an acknowledgment of receipt. Isn't it the case that even with a Curacao license it is mandatory to comply with a certain level of player protection, which may also include deposit limits? Would it help to contact the license authorities in Curacao?

I understand that the provider is not connected to the German database and therefore cannot access the data. That's why I asked for a partial refund as a gesture of goodwill.

dear Tomas,

meanwhile my account has been blocked. However, Rabona does not go into the issue of refunds or the issue of deposit limits. Unfortunately, the provider doesn't seem to care about player protection. Can you help me reclaim at least part of it? I thank you very much for your help

I am glad the casino blocked your account.

Could you please specify when exactly you requested your account to be closed, and when did the casino acknowledge they received your request?

Were you able o make any deposits between the time you informed the casino and the casino blocked your account?

Would you be able to send me the original request for account closure where you made the casino aware of your issues? My email is tomas@casino.guru

We believe that if the casino is made aware of your gambling problems they should act in order to protect you within a reasonable time frame.

I'll await your reply.

Hey Tomas

I sent you the requested informations.

best regards

Stefan

Dear Hustle2023,

thank you for providing me with a detailed timeline of the situation.

Please understand we accept 1 day to be a reasonable time for the casino to act on your request for a self-exclusion. We would accept 3 days to be an acceptable time for the casino to implement the block.

As I explained previously we won't be able to help you with your request for a refund on deposits you made to the casino prior to informing them about your gambling issues.

I understand in the ideal situation would be to have a panic button that would restrict you immediately, however, this is not a possibility in most casinos.

Please let me know if there is any information I overlooked, otherwise, we'll be forced to close the complaint.

Thanks for your reply. I will try my luck with the gambling authorities and ask them if there are any regulations for player protections.

Thanks for your comment.

You have definitely the option to do so by contacting the authority via email certria@gaminglicences.com

Alternatively there are more options for you to complain listed here: https://rabona.com/de/rules - section 13

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.