Rabona Casino - Hráčský účet byl uzavřen s přetrvávajícími problémy.

I am writing to formally express my dissatisfaction with the handling of my account closure request and the support I received regarding my gambling addiction.

During a chat on 26.06, I requested the closure of my account due to my addiction. I acknowledged my addiction in conversation, and I was informed that my account could not be closed because of my remaining balance. Unfortunately, after that interaction, my gambling addiction led me to lose my entire balance within an hour.

After reaching a zero balance, I was told that a VIP representative would contact me about my gambling issues and the possibility of closing my account. On June 27, I did receive contact, but instead of assisting with my request to close the account, I was offered incentives to deposit more money. This approach felt more like provocation to gamble rather than support for my situation.

As a result, I ended up depositing approximately €7,000 or more from June 27 until my eventual account closure, which I had to beg for. I believe this situation is not only unethical but also exacerbated my gambling addiction.

I kindly request a review of my case and a refund of the funds I deposited after my initial request for account closure. Also i would like to self-exclude myself from all casinos online.. can you help me with that?

Hello AUDUC,

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 if your account is already verified and if yes, since when exactly?
• Is there any evidence of mentioning gambling addiction to the casino from your first request?
• Is your account currently still open and if not, since when is it closed?

Please forward the evidence of your initial request to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

I have sent you an email

Regards

Dear AUDUC,

Thank you for providing the live chat transcript. Based on the information, the first instance in which you mentioned gambling-related issues was on the 26th. There is no evidence of any bonus offer made on the 27th. Please also note that processing a self-exclusion request can take up to 72 hours, so if you lost your funds during that period, unfortunately, they are not refundable. As reflected in the chat, your request was forwarded to the appropriate department, as live chat support generally cannot take direct action on player accounts.

Since it appears that your account was closed within a reasonable time frame and your balance was lost within that period, is there anything else we could assist you with?

I look forward to your response.

Kind regards,

Nick

Hi, i sad i did not sent a photo of 27th. The day after 26th.

I asked to close my account on the 26th. The next day, on the 27th, department contacted me. But instead of closing my account, they actually encouraged me to keep gambling. That's not really okay, especially since I'm dealing with addiction.

You said it takes up to 72 hours to close an account, right? So it should have been closed by June 29th or 30th at the latest. But it wasn't closed until July 5th. That's quite a delay.

I have to be honest - when their team encouraged me to gamble more, I did. I'm an addict, and that's a tough situation for me to be in. Specially of i get "FREE" money.

Could you please look into this?

Thanks for your time. I'd appreciate hearing back from you about this.

Take care,

Aljaz

There is also a photo you dan see on the 27th in the morning i Had 0balance and instead of closing they added money so i would gamble more

So what now?

Dear Auduc,

Thank you for your recent communication. I would appreciate it if you could clarify the exact date on which your account was closed. In the complaint, you mentioned it was closed on the 5th of June, but in the email you provided, the date listed is the 10th of June.

Additionally, based on your previous messages, it appears that you lost your balance within the 72-hour period, which is non-refundable. While I understand it’s not ideal that the casino didn’t close the account immediately, if no financial loss occurred after that 72-hour window, it may limit the extent to which we can assist you further.

Looking forward to your clarification.

Best regards,

Nick

Dear Nick,

Here's a brief overview of my situation with Rabona Casino:

1. On June 26th, I lost funds in my Rabona Casino account.

2. By June 27th, my account balance was €0.

3. According to Rabona's Terms and Conditions, an account should be closed when the balance reaches €0.

4. However, instead of closing my account on June 27th, their VIP department added €300 to my account and provided deposit bonuses.

5. This continued until July 2nd, when my account was actually closed.

I want to emphasize that I'm not seeking reimbursement for the funds lost on June 26th. My concern specifically relates to the funds deposited into my account after June 27th until July 2nd. During this period, when my account should have been closed according to their policies, I was instead encouraged to continue gambling.

I believe Rabona Casino's actions in keeping my account open and adding funds after it should have been closed violate their own terms and conditions and raise serious ethical questions

I'm seeking a full review of my account activity between June 27th and July 2nd, and a refund of any deposits or bonuses added to my account during this time.

I'm happy to provide any additional information or documentation you might need to assist with this case.

Thank you in advance for your time and assistance. I look forward to hearing from you soon.

Sincerely,

Aljaz

I belive that you have all the evidence from 26th when i damir gambling addiction to 27th VIP contacting me and a photo of 2th of july when my account was closed. The only evidence I dan not provide is my transaction history and my balance history. Dan you get that FROM rabona?

On the 27th I had 0 balance and i bad no withdrawals pending. So the account should be closed than for an addiction.

Can we please have faster conversation while we are cleraring things out?

Hello AUDUC,

Thank you for the recap so far.

I would like to request one more thing before we would take our next step - is there any deposit history between the dates of 26th of June and 2nd of July which you can forward to nikolas.b@casino.guru?

It serves to show when, and how much did you exactly deposit in this period.

However, I would like to point out again, if the deposits were made within 72 hours of your initial request, they are not refundable.

Regards,

Nick

They did not provide me when i ask them. I understand that untill 29th is not refundable. But after 29th untill 2nd has to be than?

Then i want refund from 29th and to 2nd. I belive that is enough or?

Hello AUDUC,

We do not need the deposit history from the casino but from you. You must have evidence of money depositing to them from your payment provider.

Also, unfortunately you could get probably a refund from the last day only as the 72 hours period counts for working days and as you requested your self exclusion on Wednesday, it also included 2 days of weekend until your account got closed.

Please let us know if you had any deposits during that period and forward a proof of it.

Regards,

Nick

Dear AUDUC,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.