Rabona Casino - L'account del giocatore è stato riattivato nonostante la dipendenza dal gioco d'azzardo.

Good morning,

I have an account with Rabona. I emailed the casino explaining that I have a gambling addiction and requested that my account be blocked. This request was initially granted after several days. The account was then reactivated when I had a moment of weakness and contacted customer service via chat to have it reopened. This happened after I explained my problem, as described above. Following this, I deposited a total of €7140 and also withdrew a portion, but significantly less than the initial deposit amount. This money should never have been deposited, as the casino was aware of my gambling problem. I request your assistance in obtaining a refund.

I can of course send you the application to block the account by email, as well as the deposit histories including all transactions on the gaming account.

Best regards

Guten Morgen,

ich habe einen Account bei Rabona. Ich hab dem Casino per Mail geschrieben, dass Ich spielsüchtig bin und mein Konto gesperrt werden soll. Kurzzeitig wurde dem nach mehreren Tagen nachgekommen. Das Konto wurde dann wieder freigegeben , als ich einen schwachen Moment hatte und den Service per Chat zur Öffnung kontaktiert habe. Das ist passiert , nachdem wie oben beschrieben, ich mein Problem mitgeteilt habe. Daraufhin habe ich insgesamt 7140 eingezahlt und auch einen gewissen Teil wieder ausgezahlt, aber deutlich weniger als der genannte Einzahlungsbetrag. Dieses Geld hätte aber niemals eingezahlt werden dürfen, da das Casino von meinem Glücksspielproblem wusste. Ich bitte sie mich zu unterstützen, dass ich Geld zurückerhalte.

ich kann Ihnen den Antrag auf Sperrung des Kontos per Mail natürlich zukommen lassen , wie auch die Einzahlungsverläufe samt aller Bewegungen auf dem Spielkonto.

liebe Grüße

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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 we can better determine how to assist you.

• Could you please specify the timeline of events? When did the self-exclusion request take place, and when was it implemented? When have you asked the casino to reopen your account, and when have you been active?
• Have you asked the casino for a refund due to failed player protection? With what result?
• If there is any other information you wish to submit, you can do so via email to [email protected]. You can post screenshots here.

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

Good evening,

Please excuse the delayed response.

I submitted my account closure request on February 16, 2026, via email. In my email, I clearly explained my gambling addiction as the reason for the closure. Subsequently, I was repeatedly stalled with offers of bonuses or time-outs to avoid the closure. I refused each of these offers and clearly stated that I wanted the account closed.

This was ignored for several days, so I had to write several more emails.

The account closure was implemented either on February 19th or 20th. I then had my account reopened via live chat, where I only had to briefly confirm that I was aware of my gambling problem. However, as a problem gambler, one isn't. The casino was aware of my gambling addiction and reopened it anyway. The re-opening was less than 24 hours later. The chat history for this doesn't exist. My last activity was on March 3rd, 2026. Since then, I haven't gambled at all, not just at Rabona.

I haven't yet requested a refund from the casino because I considered it hopeless. I was convinced that their customer service wouldn't respond and I'd be turned down. If a closure is only achieved through almost insistent emails and requests, I'm sure I won't get my money back easily.

I needed to take a break from gambling for a while and wanted to ask for your support and experience in these matters. I will send you all the screenshots immediately.

Thank you for your support and help! Best regards

Guten Abend,

entschuldigen Sie bitte die verspätete Antwort.

ich habe den Antrag auf Kontoschließung am 16.02.2026 gestellt, per eMail. Dabei habe ich den Grund der Glücksspielsucht deutlich zum Ausdruck gebracht. Daraufhin wurde ich immer wieder hingehalten, indem man mir Boni oder Auszeiten anbot, um die Schließung zu vermeiden. Das habe ich jeweils abgelehnt und deutlich gesagt, dass ich mir eine Schließung haben möchte.

das wurde mehrere Tage ignoriert , sodass ich mehrfach nochmals Mails schreiben musste.

Die Schließung wurde entweder am 19. oder 20.2 umgesetzt. Ich habe daraufhin per livechat mein Konto wieder eröffnen lassen und da nur kurz bestätigen müssen , dass ich mich dem Spielen bewusst bin. Was man als problematischer Spieler aber nicht ist. Dem Casino war meine Glücksspielsucht bekannt und hat es dennoch eröffnet. Die erneute Eröffnung war weniger als 24 Stunden später. Der Chat-Verlauf existiert dazu nicht. Zuletzt aktiv war ich am 03.03.2026. seitdem habe ich kein Glücksspiel mehr gemacht , nicht nur bei Rabona.

ich habe das Casino bisher noch nicht um Rückerstattung gebeten, da ich das selber als aussichtslos hielt. Ich war davon überzeugt, dass durch den Service eh nicht drauf eingegangen wird und ich abgewiesen werde. Wenn schon eine Schließung nur durch fast eindringliche Mails und Aufforderungen umgesetzt wird, wird sicherlich in dem Fall mir nicht problemlos Geld zurückgezahlt werden.

Ich musste zum Glücksspiel erstmal etwas Abstand gewinnen und wollte Sie dann um ihre Unterstützung und Erfahrung in diesen Angelegenheiten bitten. Ich sende Ihnen umgehend alle Screenshots in der Sache.

danke für Ihre Unterstützung und Hilfe! Lg

Hello Start2025,

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

Dear Start2025,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Start2025, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Rabona Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.