Rabona Casino - Player's account is closed with a withdrawal pending.

I requested for my account to be closed approximately a month ago. However, I continued to play on Rabona and ended up losing a lot of money. Today, I deposited another €400, and after some wins, withdrew €500. When I tried to access my Rabona account in the evening, I found it had been closed. I received an email from the support team informing me that my account had been closed and could not be reopened. Furthermore, they stated that my withdrawal request for the €500 was under review. When I inquired about the remaining balance on the closed account and when I would receive the €500, I received the same email again. But, I couldn't find the confirmation for the withdrawal request in my email inbox. Thankfully, I had forwarded the email to myself, so I still have it. My concern now is whether I will receive the money or not, and if not, what should I do?

Hello arnoldjulian48,

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.

Thank you very much in advance for your reply.

Best regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear arnoldjulian48,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.