Rabona Casino - The player's account closure failed.

Hi

I have a real issue with an online casino.

I asked them 10 days ago to permanently terminate my account without the option of re opening even if I ask for it (specific as I write it to you).

They agreed to do so.

A few days ago I asked them to reopen mt account and they did it.It costed me about 20k.

Clearly I have gambling issues.

Please advise what should I do.

I have the email conversations about it with my VIP manager

Hello daimdim,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when and how exactly did you request for closing your account (please forward the e-mail sent to the casino to nikolas.b@casino.guru.) Did you ever mention to the casino that you have gambling issues?

Please note that there is a major difference between closing your account and requesting a self exclusion. When you close your account you are allowed to reopen it. Self exclusion is the option for players with addiction or gambling issues and there is no way to reopen an account under stat status - however, you have to mention to the casino that you have gambling issues. If you don't, they just simply close your account with the option to reopen it.

Looking forward to your answer.

Regards,

Nick

Good day Nick,thanx for your fast reply

I did not mentioned gambling issues at my email but I did mentuoned with CAPITAL letters that I wish to close my account WITHOUT the option to be reopened in the future even if I ask for it and we make it clear with my VIP manager that they understood and the will do as I sayed.

So is crystal clear that my wish is not to be able to reopen my account there,which screams gambling issues.

I requested many timea in the past account closure there but this time as I say I made it crystal clear NOT TO BE REOPENED IN THE FUTURE EVEN IF I ASK FOR IT,and they replied back that they understood and will di as I wish.

Sorry for the capital letters,is for emphasising what I sended to them.

I had request self exclusion for gambling issues at their partner casino Rabona with the same email,username etc.

Casinos are responsible to recognise gambling issue behaviour by law,if I am not mistaken.

I will forword the emails to you.

Forgot to mention that first I requested permanent account closure via live chat,but they told me because i am a VIP (top level) I have to request so by email from my VIP manager.

And please clarify something,if I did not mention gambling issues and we make it clear and we both confirm "closure without the option of reopening" isn't my wish that should be fullfiled?

Then as I understand,they knew I am an axdict,they replied lie to me that they will permanently close my account and they did not,because they knew that I will be back depositing and looaing alof course tens of thousands.

So,lies are allowed???

Why they didi not asked me what is the reason I request permanent closure without option of reopening?

King Regardss

Hi Nick,

I had send screenshots of the email conversation to nikolas.b@casino.guru

Please confirm when you received them and if you need anything further.

Hello daimdim,

Unfortunately from out point of view, without mentioning the gambling addiction, you could reopen your account anytime. It wouldn't matter how many times do you ask for it to be closed permanently, unless the gambling issues are mentioned, it's not a duty to close it forever. I'm really sorry that you have suffered loss due this issue but this works like this in almost every single online casino. You always have to mention gambling addiction or issues if you wish to close your account without the option to reopen it. In your case you just closed it and you could reopen it any time.

You can still try to get in touch with the licensing authorities of the casino who might try to help you but our hands are tied this time. Is there anything else we can help you with?

So please explain me this,

- There is no consiquences if a casino agree for PERMANENT closure of an account and fails to do so?After this where is the trust between casino-customers?And I mention again they also specified PERMANENT CLOSURE,not just closure.So the lies of an online casino do not matter at all to regulators/licence providers.

- Isn't there any obligation to ask why the customer request PERMANENT CLOSURE,don't they have to ask if there is any gambling issues?

If that is the case,then,is crystal clear the the online casino multi billion bussines prefers to look the other way in such matters in order to drain bank accounts from addicted customers.

In other words,there is no obligation at all for an online casino to prevent/make sure of costomers wellfare/keep gambling to "fun" mode and not a life destruction.

Regards

Hello daimdim,

Unfortunately it doesn't matter if you want a permanent account closure or not as there is usually no such option in any casino. Even if you request for a self exclusion it is limited for a time (3 months - to a few year). They still just close your account with the option to reopen. There are many players who just act angry and request to close their account because they have a loss streak or some similar issue and in reality they would like to play. That's why there is a difference between the account closure and self exclusion. As I mentioned above, the player has to respect this and if you did not mention any gambling issues your account was simply closed.

Is there anything else we can assist you with? If no, the complaint will be rejected.

Regards,

Nick

Dear daimdim,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

The complaint will be now closed for the above mentioned reason.