Rabona Casino - Player's account has been closed after self-exclusion request.

The account was closed after multiple requests from me, both by email and chat, on 09/09/2024.

Self-exclusion is a RIGHT and a player's protection when they are unable to control their gambling.

I had the ability to realize this and asked for intervention; on 8/25, I first requested self-exclusion via email, but the Rabona casino failed to act and fulfill a CLEAR instruction from the customer. They failed. I understand why—it's a business, and the customer continues to spend money even when they don't have it. The casino only profits, and I kept spending what I had and didn't have. I insisted through email and chat, yet they never closed the account. They even encouraged me to keep playing. On 9/1, I initiated a firmer conversation via email, and they again tried to dissuade me from closing and offered a bonus. It was only on 9/9, when I insisted on account closure and requested a refund for what I had deposited since asking for self-exclusion on 8/25, that they finally canceled the account. Since then, I have been demanding a refund.

I communicated more than a month ago what I wanted, a REFUND OF ALL AMOUNTS DEPOSITED FROM 8/25

TO 9/9.

Hello Trixinha,

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.

Please forward your initial request sent to the casino to nikolas.b@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Nick

Good morning! There are several conversations in the live chat that I had and of which I have no proof, I never thought I would get to this point. I pointed out that I couldn't control my spending and since the casino doesn't have this option directly in the customer's account, as many others do and allow the customer to be autonomous and self-exclude, I asked them to do it. They encourage you to continue. They offer bonuses. Here's the first email I sent (I have many more afterwards), but I had already asked to opt out before this. Today I'm sorry I didn't take screenshots of all the conversations I had in which I asked them to activate the opt-out... Rabona simply stopped answering me. The last reply indicates that as I used the amount I had loaded to invest in bets, there is no right to a refund. I also explained to them that if they activated the self-exclusion within 24 hours as they indicate in their terms and conditions, from 26/8 at the earliest, I wouldn't have loaded anything else because I wouldn't have been able to... It also doesn't mention that we have to indicate the reason, but I've been telling them in various communications...

Dear Trixinha,

I hope you're well. Please note that a request for self-exclusion must specifically mention gambling addiction. Any other reason would lead to a standard account block, which can be lifted at any time and does not have the same effect. Since you did not initially mention addiction, the casino was not obligated to self-exclude you and could continue offering promotions.

Based on the email you provided, the casino closed your account once you cited addiction, and unfortunately, any deposits made before this are not refundable.

Is there anything else we can assist you with?

Best regards,

Nick

Dear Trixinha,

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.

Good morning,

I have nothing to add, thank you for your analysis.

Patrícia C****

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 any issues with this or any other casino in the future.