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

Hello,

I asked the casino on 15.01.2020 to lock my account since I have gambling issues. They did not do that and done this at 18.02.2020 after I can repeated my request multiple times again and again.

from 15.01.2020 until the exclusion date 18.02.2020 I did deposits with high amount and lost around 7.200 €.

I asked the casino many times to refund me this money since they have violated their own terms and conditions.

They have refused it and they don’t answer to my mails since than.

I now found out that there is a possibility to place complaints at this Plattform and now I want to do this.

Dear Vbeetle,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask you for additional information, so I can better understand the situation. 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino?

Please send me the request from 15/01/2023 or any subsequent requests you sent to the casino to my email at tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hello Tomas,

I hahve had gambling issues and that was the reason why I wanted to close my account. I sent them the email with this request, I have forwarded you the mails. Please check your mailbox.

Thanks for your messages.

I checked your emails sent to the casino, but couldn't find you mentioned the reason for the account closure to the casino.

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 problems).

If you haven't informed the casino about your gambling problems in your request, our hands are tied.

Please let me know if I overlooked any information otherwise I'll be forced to reject your complaint.

Hello Tomas,

Sorry but I disagree. according to the terms and condition of the Casino, I don’t have to give a reason to exclude my self from the website. I asked for a permanent self exclusion. It’s also written unmistakably in the email what I sent to the casino.

It is very common that the request „permanent self-exclude from casino portal" is an indicator for that the person has gambling issues. With a permanent self exclusion you should not have the possibility to re open the account again. Even this is also written in the terms and conditions. There is no other reason why someone asks for a permanent self exclusion.

Without a doubt, the request on my end was very clear to block my account permanently. This can be written also in the emails what I sent. The casino did not react and allowed me to deposit additional 7200€.

I fully understand your position.

From our point of view the request can be interpreted as a simple account closure request.

Unfortunately since you didn't notify the casino regarding having a gambling problem or expressed you are losing controll of your gambling we don't think you are eligible for a refund.

If you ever find yourself in a situation where you want to request a self-exclusion in an online casino, I'd recommend you give the aforementioned reasons as a justification in your request in order to be protected.

I apologize I couldn't be of more help.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into issues with any online casino in the future.