The player from Germany asked the casino to close his account but the request was ignored. Despite this request, the player deposited another €950 and lost €690. The player wishes to block the account to avoid further financial trouble.
Rabona Casino - Player’s request to close account has been ignored.
Amount: €1,332
Rabona Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day.
I found a post via google a few weeks ago that is similar to my "problem". Not sure if this is the right place for this, but thought I'd give it a try.
the following:
I asked Rabona to close my account on 06/21/23 by mail, unfortunately the account was not closed.
During this time I deposited another €950. From which I paid myself €308 as a "profit".
On Monday 07/10/23 I asked again for the closure. After that, including today, I gambled away another €690.
It would be a dream to get some of the money back, but more importantly, my account there will be blocked. I'm getting into financial troubles.
I am very grateful for any help in any form.
Best regards
Automatic translation:
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1 year ago
Hello fordjr,
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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1 year ago
Translation
Hello,
First of all, I have to correct that I lost a total of €1,332. (€950+€690 minus withdrawal)
I've already gotten banned from all other casinos and sportsbooks via Oasis.
I did not find any function on Rabona to deactivate my account, so I asked for this immediate suspension of my account.
Now I'm in some financial trouble.
According to the website, Rabona is committed to responsible gaming, which means I shouldn't have deposited or lost any money after being asked to close/block my account.
Greetings
Automatic translation:
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1 year ago
Hello fordjr,
Please forward your self-exclusion request you sent to the casino to nikolas.b@casino.guru.
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1 year ago
Translation
Hello Nick!
I wrote them an email. Thanks in advance.
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1 year ago
Translation
I would like to point out again that I have been receiving more and more advertising and offers from Rabona in the last few days. Find it quite reprehensible to send further advertising to a "player" who wants to be blocked...
Automatic translation:
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1 year ago
Hello fordjr,
I've checked your forwarded e-mail and as I was explaining above, there is a difference between account closure and self-exclusion. As you request only for account closure, in which case you are still able to reopen your account anytime, the casino is not responsible for any loss therefor you are not eligible for any kind of refund.
If you wish to permanently close your account without the possibility to reopen, be sure to send them a self-exclusion request, mention gambling addiction or gambling problems - in this case the casino must close your account within 3 days without the possibility to reopen it anytime soon.
Please let me know regarding your next step.
Regards,
Nick
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1 year ago
Translation
Hi Nick,
Ok, then I'm probably unlucky when it comes to money, unless I have a good chance of goodwill.
Still find it reprehensible to continue to send advertising to someone who wants to be blocked.
I sent Rabona an email on Monday, July 24, 2023 at around 10 a.m. German time. There I ask for self-exclusion because of gambling addiction.
I hope something will happen in the next few days.
Greetings
Automatic translation:
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1 year ago
Hello fordjr,
Can you please advise if your account got closed since your self-exclusion request? Can you also forward it to nikolas.b@casino.guru?
