Rabona Casino - Player's account closure request was ignored.

Hey

I’ve been struggling with gambling addiction and i asked rabona casino to close my account in 15.12.2023. I sent them an email to their support to close my account, but they never did. That allowed me to keep gambling and one week between 15.10.2024-21.10.2024 i deposited 2210 euros. I asked for a refund of those deposited funds during that timeframe, but they refused it, even though they did not close my account when i asked for it.

Their support advised me to submit a complaint to complaints@rabona.com and i have sent two emails to them and i haven’t heard anything back from them. It has already been four weeks since i sent the first email to them.

Dear Eixen,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

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 problem).

Please let me ask you a few questions to better understand the situation.

• Could you please advise whether you informed the casino about your gambling addiction in the past? When?
• Was your account blocked as a result of you informing the casino about your gambling addiction?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hey

I haven’t told them about the addiction before. After i deposited the amount said above i sent them an email again to please close my account because of the addiction.

The first time i asked them to close my account indefinitely and i thought that means you cant open it anymore. If the would have done that the first time i would have never played the anymore.

Dear Eixen,

I understand it's not always obvious what to do and what to say when you want to be protected from online gambling.

We believe any online casino you inform about gambling problems or addiction should act and protect you from further gambling by blocking your account. If you inform the casino, the casino acknowledges they received a message and the protection isn't acted upon, we believe the player is eligible for a refund in such a situation.

When the player doesn't inform the casino about gambling problems, we think the player is in control of their gambling and responsible for any losses. Player protection ought not to apply.

• Please let me know if your account is currently blocked.

Please check our responsible gambling resources below:

if you have other accounts in online casinos, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here https://casino.guru/global-self-exclusion-initiative and about BetBlocker here https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

.

Any updates on this case?

Dear Eixen

I apologize for any misunderstanding.

We don't consider a simple account closure a valid tool for player protection.

We believe that when you inform the casino about gambling problems or addiction in your self-exclusion or account closure request, the casino should protect you, however without specifying the reason we don't consider your request for a refund as valid and won't be able to assist you with your request for a refund going forward.

Kindly confirm whether your account in Rabona is currently blocked or not.

I'll await your reply.

Hey

My account is currently blocked at Rabona.

Thanks for your confirmation.

Don't hesitate to take advantage of the tools I outlined earlier if you believe they might help.

Due to the aforementioned reasons, this complaint will now be closed. 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 issues with any online casino in the future.