Ragnaro Casino - Begäran om stängning av spelarens konto ignoreras.

Ladies and Gentlemen.

On January 6, 2026, at 11:46 AM, I requested the immediate, permanent, and irrevocable closure of my account at this casino. At 2:27 PM, the team asked if I wanted to change my mind or perhaps take a break. At 2:34 PM, I again requested complete closure. Unfortunately, my request was completely ignored!

Considering a maximum processing time of 24 hours, during which my account would have had to be closed, I have been able to deposit another €9,000 to date! A player's wishes and demands should be the top priority at a reputable casino.

I made the demand with immediate, permanent, and irrevocable effect. The terms and conditions state that an email is sufficient to close the account, but not that a reason is required!

I requested that the casino close my account and refund my deposits immediately, and no later than January 17, 2026, from the date of the account closure request, including a 24-hour processing time. But nothing has happened!

Sehr geehrte Damen und Herren.

Am 06.01.2026 um 11.46 h forderte ich in diesem Casino die sofortige, dauerhafte und unwiderrufliche Kontoschließung. Um 14.27h fragte mich das Team, ob ich meine Meinung ändern möchte oder vielleicht eine Pause einlegen wolle. Um 14.34h bat ich erneut um komplette Schließung. Leider wurde meine Bitte gänzlich ignoriert!!!

Bedenke man eine Bearbeitungszeit von maximum 24 Stunden, in der mein Konto hätte geschlossen werden müssen, konnte ich bis heute weitere 9000€ einzahlen! Der Wunsch beziehungsweise die Forderung eines Spielers sollte bei einem seriösen Casinos an erster Stelle stehen.

Ich stellte die Forderung mit sofortiger, dauerhafter und unwiderruflicher Wirkung. In den allgemeinen Geschäftsbedingungen steht, dass eine Mail zur Kontoschließung ausreicht, aber nicht, dass eine Begründung erforderlich ist!

Ich forderte das Casino auf, meinen Account zu schließen, mir meine Einzahlungen ab Zeitpunkt der Aufforderung zur Kontoschließung, inklusive 24 Stunden Bearbeitungszeit, also ab dem 07.01.2026 umgehend, spätestens bis zum 17.01.2026, zu erstatten. Aber nichts passiert!

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@ragnaro.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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 Ragnaro 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."

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

Hello Tomas.

I sent another email. Unfortunately, my account is still open; I can still access it, make deposits, and my deposits no longer amount to €9,000, but now exceed €12,000.

Best regards

Kora76

Hallo Tomas.

Eine erneute E-Mail habe ich versendet. Leider ist mein Konto bis heute geöffnet, ich kann weiter drauf zugreifen, einzahlen und meine Einzahlungen belaufen sich nicht mehr auf 9000, sondern mittlerweile auf über 12000€.

Liebe Grüße

Kora76

I've since deposited another €850. So, unfortunately, I'm now at €12,850.

Mittlerweile habe ich weiter 850€ eingezahlt. Somit bin ich leider schon auf 12850€

After much back and forth, my account was finally closed last night after I deposited another €1000. I have not yet received a response regarding my claim for a refund of €13850.

Nach langem hin und her wurde mein Account gestern Abend, nachdem ich erneut 1000€ eingezahlt habe, endlich geschlossen. Bezüglich meiner Rückforderung von mittlerweile 13850€ habe ich noch keine Antwort erhalten

Thanks for the update.

I went over the communication you provided.

• Could you please specify when was the last time the casino allowed you to deposit and when exactly your account closed?

Looking forward to your reply.

Good morning. My last deposit was on January 14, 2026. At that time, my deposits totaled over €13,000. My account was finally closed on January 14, 2026, at 3:10 PM.

Could the amount in dispute be changed to €13,850?

Guten Morgen. Letzte Einzahlung konnte ich am 14.01.2026 tätigen. Da lagen meine Einzahlungen bei über 13000€. Am 14.1.26 um 15.10h wurde mein Account endlich geschlossen.

Könnte man den Streitwert auch auf 13850€ ändern?

Hello Kora76,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Could you please clarify whether you informed the casino of your struggle with gambling? When exactly did you inform the casino, and what was its response to you?

Looking forward to your reply.

Ladies and Gentlemen.

On January 6, 2026, at 11:46 AM, I requested the immediate, permanent, and irrevocable closure of my account. At 2:27 PM, the team asked if I wanted to change my mind or perhaps take a break. At 2:34 PM, I again requested complete closure. Unfortunately, my request was completely ignored!

Considering a processing time of a maximum of 24 hours, during which my account would have had to be closed, I was able to deposit another €9,500! Surely, a reputable casino should prioritize the wishes and demands of its players.

I am a gambling addict, and for this reason I demanded immediate, permanent, and irrevocable account closure. The casino's terms and conditions state that an email is sufficient for account closure, but no justification is required!

On January 6th, I demanded the immediate, permanent, and irrevocable closure of the account. From that day onward, I also sent daily emails demanding account closure. On January 12th, I sent your pre-written email, copying you, and explicitly stated that I had self-excluded.

On January 14th, I was asked again if I really wanted to close my account. I confirmed, as I had on January 6th. My account was finally closed on January 14th. Unfortunately, I had been able to deposit a total of €13,950 up to that point...

Sehr geehrte Damen und Herren.

Am 06.01.2026 um 11.46 h forderte ich die sofortige, dauerhafte und unwiderrufliche Kontoschließung. Um 14.27h fragte mich das Team, ob ich meine Meinung ändern möchte oder vielleicht eine Pause einlegen wolle. Um 14.34h forderte ich erneut um komplette Schließung. Leider wurde meine Bitte gänzlich ignoriert!!!

Bedenke man eine Bearbeitungszeit von maximum 24 Stunden, in der mein Konto hätte geschlossen werden müssen, konnte ich weitere 9500€ einzahlen! Der Wunsch beziehungsweise die Forderung eines Spielers sollte bei einem seriösen Casinos doch an erster Stelle stehen.

Ich bin spielsüchtig und aus diesem Grund stellte ich die Forderung mit sofortiger, dauerhafter und unwiderruflicher Wirkung. In den allgemeinen Geschäftsbedingungen des Casinos steht, dass eine Mail zur Kontoschließung ausreicht, die aber keinerlei Begründung erfordert!

Am 06.01. forderte ich die sofortige dauerhafte und unwiderrufliche Kontoschließung. Ebenfalls schickte ich ab diesem Tag täglich E-Mails mit Forderung zur Kontoschließung. Am 12.01. schickte ich deine vorgefertigte E-Mail, dich in CC mit explizit aufgeführter Selbstsperre.

Am 14.1 wurde ich erneut gefragt, in ich mein Account wirklich schließen wolle. Dies bejahte ich, wie schon am 6.1. Am 14.1 wurde mein Account dann endlich geschlossen. Leider konnte ich bis dato insgesamt 13950€ einzahlen ...

Dear Kora76,

Please understand we can only ask the casino to refund money that was used for gambling in circumstances where you inform the casino of your gambling issues and the casino fails to protect you.

Based on the communication you shared with me, there was no prior disclosure of gambling issues to the casino. If you request a simple account closure and continue your activity, we can't conclude that the casino should have protected you in that situation.

Since you confirmed the casino closed your account, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

We’ve reopened this complaint at the request of Kora76. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (transalted)

Good morning, Thomas. An email in which I explicitly requested to be blocked was sent on January 12 at 10:34 a.m. I copied you on this email. One day later, I received another email from VIP Support saying that they wanted to reward my recent activity with a bonus... At this point, at the latest, my account should have been closed... Or am I mistaken? You should have the email from January 12. I'll be happy to upload a screenshot of the response...

Thanks for sharing this information.

Could you please share the email sent to the casino on January 10th with me? Make sure the recipient's email, date, and sender's email are visible.

Send the information to my email at tomas@casino.guru

Thanks in advance for your reply and cooperation.

Hi Tomas. I've sent everything. Best regards

Hallo Tomas. Ich habe alles geschickt. Liebe Grüße

Thanks for the information you shared.

On the screenshot you submitted, there is a reference to the email sent on the 10th of January; however, the context of what is in the message is missing.

Kindly share with me the full message from 10th January with me. similar to the email chains you shared with me.