The German player had asked Rabona to close his account due to a gambling addiction, but no response had been received. The player had been able to deposit a further 8000 Euros before his account got blocked. Rabona had refused to refund the deposit and hadn't provided GDPR information as requested. We had asked the player to provide the self-exclusion request as evidence, but the player was unable to do so as his email program deleted messages after 4 weeks. Without this essential evidence, we couldn't assist further and provided the player with advice on how to properly request self-exclusion in the future. The complaint was subsequently closed.
Rabona Casino - Player's account was not closed as per request due to gambling addiction.
Amount: €8,000
Rabona Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Hello, I requested Rabona in November 2023 via email to close my account due to gambling addiction. Unfortunately, no one responded. Until then, I was able to deposit another 8000 Euros.
Upon further contact with Rabona, my account was blocked after 3 days. The request for full or partial refund of the deposit was refused. The non-closure of the account clearly violates German laws. Even the request for GDPR information was not fulfilled. If there is no offer from Rabona, I will take legal action. From other cases, it should be clear that courts rule in favor of the player 99% of the time. I hope for a resolution that satisfies both sides.
Automatic translation:
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6 months ago
Dear martinwolfs,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gaming section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: support@rabona.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please forward me the self-exclusion request? My email address is kristina.s@casino.guru. Alternatively, you can post it here. If there is any other relevant communication between you and the casino, please forward it as well.
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,
Kristina
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6 months ago
Translation
Hello, unfortunately I can no longer find the email in question because my email program automatically deletes it after 4 weeks. And I no longer have access to my Rabona account.
Best regards
Automatic translation:
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6 months ago
Thank you for your reply, martinwolfs. I'm sorry, but we won't be able to help you in this matter. The self-exclusion request is the essential evidence that the player must provide in order for us to proceed with a case like this. Since your account has been closed, I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, 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.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. If you disagree with our decision, you can try contacting the licensing authority.
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.
