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Hello, I'm writing to request a refund of my deposits at this casino and will explain the problem.

I opened a gaming account with Rabona Casino for the first time in 2024. After a week of gambling and numerous losses, I decided to undertake psychological therapy because I recognized my gambling addiction and wanted to overcome it. Consequently, I sent an email to Rabona Casino specifying my request to close my gaming account due to obvious gambling problems. Rabona Casino responded to me, EXPLICITLY INDICATING the closure of my gaming account, and I quote: We would like to kindly inform you that your account has been permanently closed with no possibility of reopening.

Well, now, a year later, 15 days ago, they sent me an email inviting me to reopen my gaming account, offering me a €50 cash bonus plus a possible deposit bonus. I hesitantly accepted the €50 cash bonus. Unfortunately, I fell back into the gambling trap because of THEM!!! Yet they assured me there was no way to reopen my account. Well, they did, they reopened it for me!!! And I deposited over €6,000, for which I am demanding a REFUND!

I look forward to hearing from you. I can document everything with the emails sent and received.

Salve, vi scrivo per chiedere la restituzione dei depositi presso questo casinò e vi spiego il problema.

Ho aperto per la prima volta un conto gioco con Rabona casinò nel 2024, dopo una settimana di gioco e numerose perdite, decido di intraprendere un percorso psicologico poiché riconosco di essere dipendente dal gioco d'azzardo e quindi per uscirne. Di conseguenza, invio e-mail al casino Rabona specificando la richiesta di chiusura del conto gioco per evidenti problematiche di gioco d'azzardo. Rabona casino mi risponde, INDICANDO ESPLICITAMENTE, la chiusura del conto gioco e cito testuali parole " Con la presente vorremmo gentilmente informarla che il suo account è stato chiuso in modo permanente senza alcuna possibilità di riapertura "

Bene, ora a distanza di un anno 15 giorni fa mi inviano un'email dove mi invitano a riaprire il conto gioco offrendomi un bonus cash di 50€ più un eventuale bonus sul deposito, io titubante accetto il bonus cash di 50€. Purtroppo sono ricaduta nella trappola del gioco d'azzardo a causa LORO!!! Eppure mi hanno assicurato che il mio conto non c'era alcuna possibilità di riaprirlo ebbene loro l'hanno ,fatto me l'hanno riaperto!!! E io ho depositato oltre 6000€ per i quali chiedo la RESTITUZIONE!

Attendo un vostro parere, posso documentare il tutto con le email inviate e ricevute.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion request sent to the casino last year with me? Please send the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is still accessible to you, I would recommend that you request a self-exclusion due to gambling problems again and request a refund due to failed player protection.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Rabona Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@rabona.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, maybe I didn't express myself well enough and we didn't understand each other. I contacted the casino to request a refund of my deposits, but I haven't received a response. Summary:

Last year, I requested self-exclusion from the casino in question, stating that I had a gambling problem. The casino accepted my request, permanently closing my account and denying me the right to reopen it. Now, 10 days ago, a year and a half after the closure, the casino sent me an email offering me a €50 cash bonus. I accepted it and they granted me access to my previously blocked account. I have since started playing again, depositing €6,450, which I lost. I am still allowed to access my account and can deposit again. Do you understand? The casino has reopened my account. I have the emails I can forward to you. I have a gambling problem, which I expressed by requesting to close my account last year!

Salve forse mi sono espressa male e non ci siamo capiti. Premetto che ho contattato il casino per chiedere la restituzione dei depositi ma non ho ricevuto risposta. Riepilogo:

L'anno scorso ho chiesto l'autoesclusione dal casino in questione dichiarando di avere problemi con il gioco d'azzardo e il casino l'ha accettata chiudendo definitivamente il mio account e negandomi anche in futuro una possibile riapertura. Ora 10 giorni fa a distanza di un anno e mezzo dalla chiusura, il casino mi invia un'email offrendomi 50€ cash di bonus, io li accetto e mi permettono l'accesso al mio account precedentemente bloccato. Da allora ho ricominciato a giocare depositando 6450€ che ho perso, e tutt'ora mi è consentito l'accesso al conto gioco e potrei depositare ancora. Capito? Il casino mi ha riaperto il conto gioco, ho le e-mail che posso inoltrarle il sono un soggetto con problemi di gioco d'azzardo che ho espresso con la richiesta di chiusura del conto l'anno scorso!

My gaming account was closed by casino support but my request for a deposit refund was rejected.

Il mio conto gioco è stato chiuso dal supporto del casinò ma la mia richiesta di rimborso dei depositi è stata rifiutata.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi, how long do I have to wait to get help?

Salve, quanto devo attendere ancora per ricevere un aiuto?

Dear Licdg97,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Rabona Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Rabona Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Licdg97,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Rabona Casino Team

Hi Rabona Casino, I need to know your timeline. Please give me a maximum processing time so that the complaint filed here on CasinoGuru remains open. Thank you.

Salve Rabona casino, ho bisogno di sapere le vostre tempistiche. Datemi un tempo massimo di elaborazione della richiesta in modo che il reclamo presentato qui su CasinoGuru resti aperto. Grazie

Dear Licdg97,

We would like to kindly inform you that your case is still under review. The relevant department continues to assess the matter carefully to ensure a thorough and accurate resolution.

Please be assured that we will inform you immediately once there is any significant update or further information available.

We appreciate your continued patience and understanding.

Best regards,

Rabona Casino Team

I understand, but we need to push your department. We can't wait weeks for something so simple.

Capisco, ma qui bisogna sollecitare il vostro dipartimento. Non possiamo attendere settimane per un qualcosa di così semplice.

Dear Licdg97,

After reviewing your case, we are happy to return 6485 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format as a reply to the email we have sent you:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

If you have any further questions or require assistance, please don’t hesitate to let us know. We appreciate your support.

Best regards,

Rabona Casino Team

Hello, I replied to your email with my bank details. I'm waiting for your response, thank you.

Salve, ho risposto alla vostra e-mail indicando i miei dati bancari. Resto in attesa, grazie

Dear Licdg97,

I’m glad to see that the casino has agreed to refund your deposits - that’s great news! Since you’ve already provided the requested bank details to the casino, it should just be a matter of time before the refund is processed.

Please let me know once you’ve received the funds.

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Licdg97,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo