The player from Germany, who was struggling with gambling addiction, had repeatedly requested the closure of his casino account due to excessive play. Despite his efforts, the account had been briefly closed but was quickly reopened, leading to substantial financial losses. The player insisted that his requests to close the account were clear indications of his gambling problem. However, the Complaints Team had clarified that mentioning gambling addiction directly was crucial for such requests. In the absence of this, the casino was not obligated to close the player's account. The Team had advised the player to contact the casino's licensing authorities and closed the complaint due to the absence of a properly requested self-exclusion.
Rabona Casino - Player’s repeated requests to close account are ignored.
Amount: €20,000
Rabona Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Hello,
I've been trying over several emails to close my account due to my gambling addiction! When the casino asked me why I wanted to do this, I explained that I was playing too much, thereby revealing my addiction! While they did close the account, it was reopened in no time! Some of my emails requesting account cancellation were completely ignored, with some responses coming after several days, certainly not within the 24 hours stated in the terms and conditions! There's absolutely no protection for the players. I was still able to deposit and play without a problem, despite my repeated attempts to close the account, it's like the casino didn't care about my addiction... my losses have been substantial!
Automatic translation:
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9 months ago
Hello mike-78,
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
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9 months ago
Translation
Hello,
Thank you for your reply! I didn't use the word "self-exclusion" in my emails.
"Hello everyone,
I hereby ask you to permanently close my account!"
That was the wording of my first email, then the question came as to why...
"Hello,
please close the account completely!
Thank you and best regards"
The wording of my second email three months later, again the question came as to why!
"Hello,
I would like to please irrevocably close my account with immediate effect! Thank you"
This was my third email two months later. When asked again about the reason, I replied
"I play too much and want to withdraw completely!"
Nothing happened for 2 days and I sent another email with the wording
"Hello!
This is now the third attempt! I would like my account to be permanently closed please! And please do so without asking why!!!
I play too much and need to protect myself!
I assume that the closure will now take place as quickly as possible and that they will confirm this to me by email!
Thank you"
The account was NOT closed again...
The next email after a month
"Hello,
please close my account immediately and irrevocably!
Thank you"
When asked again, I replied again
"Hello,
I play too much! Please don’t ask any further questions about this, just close!"
Nothing happened here either, hence the new email
"Please close my account with immediate effect and permanently!! This may never be reversed! There is no need to ask any further questions!"
There was neither an answer nor a closure on this...
In all this time the account was closed once, but was reopened without any problems...
Best regards
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9 months ago
Hello mike-78,
Can you please forward these e-mails directly to nikolas.b@casino.guru?
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9 months ago
Translation
Hello Nick,
I just sent all emails to her!
Best regards
Automatic translation:
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9 months ago
Hello mike-78,
Thank you for the forwarded e-mail addresses but unfortunately non of them contains any mention of gambling addiction. As you might know self-exclude servers for gambling addiction and if you did not mention it to the casino (even if they asked for the reason multiple times), there were not obligate to close your account.
You always have to state the reason otherwise it is just a simple account closure (in which case you can reopen it anytime). The casino even asked you for it multiple times but non of your answer contains addiction.
Please be sure to request a proper self-exclusion request and let us know within 3 days after it if the casino closed your account.
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9 months ago
Translation
Hello Nick,
I expected that! It was clear to me that I had definitely clearly communicated my gambling problem in several emails! In addition, the account was only closed once, even though I had requested it several times.... In some cases, no response was even given, this is also a violation of the terms and conditions, where it is clearly communicated that it will be closed within 24 hours, addiction or not !
I think it's a shame that this seems to be ignored here...
"Please close your account irrevocably" is a clear message!!!
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9 months ago
Translation
"I play too much and need to protect myself" is a clear indication of gambling addiction or problematic gambling behavior!!
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9 months ago
Hello mike-78,
Unfortunately non of these messages indicates gambling addiction, it has to be specified. Unless it is mentioned there directly, the casino is not obligate to close your account and they may even offer you some promotion or other bonuses.
You can still try to contact the casino's licensing authorities as they might look at the case from different point of view, but from our perspective, the exclusion was not requested properly and the casino had no obligation.
Please try to reach their licensing authorities here: https://www.gaminglicensing.com/
Meanwhile, we will be forced to close the complaint due the above stated reasons.
Wish you best luck.
Best regards,
Nick
