Rabona Casino - L'account della giocatrice è stato riaperto contro la sua volontà.

Rabona Casino - Player's account closed after self-exclusion request. https://share.google/OFqZ8f7IoKVyQFkJs

In 2024 I filed a complaint here on Casino Guru about Rabona Casino (link above).

At the time it was considered unjustified because when I requested account closure and self-exclusion on 25/8/2024, I did not clearly indicate the reason for gambling addiction and only at the end of the communications did I do so.

On August 25, 2024, I requested account cancellation and self-exclusion for gambling addiction. After several reminders, both by email and chat, the account was closed on 9/9/2024.

At the beginning of the year, I was surprised when the casino reopened my account and sent me lots of emails with promotions and encouraging me to play.

As you well know, since I'm addicted to these games, I couldn't control it.

An account closed for gambling should never be reopened.

I'm currently in a difficult situation because of this reopening.

I want you to close this account again, which should never have been reopened!!!

I've been sending emails asking for the account to be canceled since 25/01/2026, with no replies. I only receive bonuses, VIP category increases and incentives to play.

I need the account DEFINITELY closed and the amounts charged since 04/01/2026 returned.

I need your help and mediation on this PF issue.

Rabona Casino - A conta do jogador foi encerrada após solicitação de autoexclusão. https://share.google/OFqZ8f7IoKVyQFkJs

Em 2024 apresentei uma reclamação aqui no casino Guru sobre o casino Rabona (link acima).

Na altura foi considerada injustificada porque quando pedi o encerramento da conta e a auto exclusão em 25/8/2024, não indiquei claramente o motivo de vício do jogo e só no final das comunicações o fiz.

Em 25/8/2024 pedi o cancelamento da conta e a auto exclusão por vício de jogo. Após várias insistências quer por mail, quer por chat, a conta foi fechada a 9/9/2024.

Este início de ano sou surpreendida com a reabertura da conta, por iniciativa do casino, e imensos mails com promoções e a incentivar ao jogo.

Como muito bem sabiam, sendo eu viciada nestes jogos, não consegui controlar.

A conta encerrada por vício de jogo não deveria nunca ser reaberta.

Neste momento estou numa situação complicada por causa desta reabertura.

Quero que encerrem esta conta novamente, que nunca deveria ter sido reaberta!!

Desde 25/01/2026 que mando mails a pedir o cancelamento da conta, sem respostas. Só recebo bônus, aumento de categoria para VIP e incentivo a jogar.

Preciso do encerramento DEFINITIVO e da devolução dos valores carregados desde 04/01/2026.

Preciso da vossa ajuda e mediação neste tema PF.

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Dear PatCas, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Rabona Casino . Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your latest self-exclusion requests?
• Could you please attach receipts of your deposits?
• Could you please share your communication with the casino, especially your request from the 25th of January? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila,

Thank you for trying to help me.

So far I haven't received a reply from Rabona casino to any of my requests to cancel my account and self-exclude, which I've been making since January 25th. I only receive emails with VIP upgrades and bonuses...

I'll send all the receipts to Attila's e-mail address.

Thank you

PatCas

Ola Átila,

Obrigada por me tentarem ajudar.

Não recebi até ao momento nenhuma resposta do casino Rabona a nenhum dos meus pedidos de cancelamento de conta e autoexclusão, que estão a ser efetuados por mim desde 25/01. Apenas recebo mails com subida a VIP e bônus...

Vou enviar todos os comprovativos para o mail do Átila.

Obrigada

PatCas

Attila,

I've already sent the emails with all the proofs.

If anything is missing, please let me know.

Thank you

PatCas

Átila,

Já enviei os mails com todos os comprovativos.

Se faltar alguma coisa diga-me PF.

Obrigada

PatCas

Good morning Attila

Is everything OK with the documentation I sent?

It's been about a week and I've had no feedback...

The casino account is still open, my emails requesting cancellation are still being ignored, I really need help to close this case...

PatCas

Bom dia Átila

Tudo ok com a documentação que enviei?

Uma vez que já passou cerca de uma semana e não obtive feedback...

A conta no casino continua aberta, os meus mails a pedir o cancelamento continuam a ser ignorados, preciso mesmo de ajuda para encerrar este caso...

PatCas

As you can see, access is still available...

Como podem confirmar, o acesso continua disponível...

Dear PatCas,

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,

Attila

Hello PatCas, 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.

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.

Hello everyone!

We kindly inform you that we are checking the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Rabona Team

Dear all,

Thank you for bringing this matter to our attention. We have conducted a thorough review of the player's account history and communication regarding the closure and subsequent reopening of the account.

We would like to clarify the circumstances surrounding the initial account closure. At the time the player requested to close the account, our Customer Support agent followed standard protocol by requesting a specific reason for the request. The reason provided by the player at that time was not related to Responsible Gaming or gambling addiction.

As the request was not flagged for addiction, the player was offered a retention bonus to continue playing. Once the player declined this offer, the account was closed per his request. Because the original closure was not categorized as a self-exclusion for gambling problems based on the player's own feedback, the account remained eligible for reopening upon their later request.

Regarding the request for a refund of deposits made since January 4, 2026, we must draw attention to the following article from our Terms and Conditions, which all players agree to upon registration:

6.6.2: No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

As the funds in question were deposited and subsequently used for gameplay, they are no longer eligible for reimbursement under our established terms.

We can confirm that the account has now been closed and appropriate measures have been taken to ensure it remains closed. We wish the player all the best in their future activities.

Best regards,

Rabona Casino Team.

Dear representatives of the Rabona casino,

The facts indicated do not correspond to reality.

At the time, in 2024, I asked and indicated several times in your chat that I was in a difficult situation because I couldn't control the game. You never followed up on my requests to close my account. The same happened by email. I tried every avenue, to all the existing contacts.

Your clauses also state that you activate self-exclusion within 24 hours and you don't even comply with your own rules!!! Neither did you comply in 2024 nor now in 2026!

I asked on 25/8/2024 and you canceled on 9/9/2024.

I requested it on 25/1/2026 and they canceled it today, 18/2/2026.

Here is some proof from 2024 that you CLEARLY knew about the gambling addiction:

And here is the proof that on 25/01/2026 when I asked again for the closure of an account that I DID NOT ASK TO REOPEN, the reason was there again:

So don't be dishonest or untruthful.

You should never have accepted the charges, so it is your obligation to return the amounts!!!

PatCas

Caros representantes do casino Rabona,

Os factos indicados não correspondem à realidade.

Na altura, em 2024, eu pedi e indiquei por diversas vezes no vosso chat que estava numa situação complicada porque não conseguia controlar o jogo. Nunca deram seguimento aos meus pedidos de fecho de conta. O mesmo aconteceu por mail. Eu tentei por todas as vias, para todos os contactos existentes.

As vossas cláusulas também indicam que vocês ativam a autoexclusão em 24h e vocês nem as próprias regras cumprem!! Nem cumpriram em 2024 nem agora em 2026!

Pedi em 25/8/2024 e cancelaram a 9/9/2024.

Pedi em 25/1/2026 e cancelaram hoje, 18/2/2026.

Aqui ficam algumas provas de 2024 em como vocês sabiam CLARAMENTE do vício de jogo:

E aqui fica a prova que em 25/01/2026 quando pedi novamente o encerramento de uma conta que EU NAO PEDI PARA REABRIR, o motivo estava lá novamente:

Portanto, não sejam desonestos nem faltem à verdade.

Nunca deveriam ter aceite os carregamentos pelo que é vossa obrigação a devolução dos valores!!

PatCas

What do you do after I ask for my account to be closed again for gambling addiction, an account that I DID NOT ASK FOR REOPENING?

That's it:

No comments for your conduct!!!

Since 25/01 I have sent 9 emails without any reply! To [email protected], [email protected] and [email protected].

All ignored because it suits you! Because I kept spending money. Even though you knew about my problems, you ignored them! So don't come up with Terms and Conditions and Clauses because you don't respect any of yours, but you use them when it suits you!

PatCas

O que vocês fazem depois de eu voltar a pedir o encerramento da conta por vício de jogo, conta que EU NÃO PEDI PARA REABRIR?

É isto:

Sem comentários para a vossa conduta!!

Desde 25/01 enviei 9 mails sem qualquer resposta! Para [email protected], [email protected] e [email protected].

Tudo ignorado porque vos convém! Porque continuei a gastar dinheiro. Mesmo sabendo dos meus problemas, vocês ignoraram! Portanto não venham com Termos e Condições e Cláusulas porque vocês não respeitam nenhuma das vossas, mas servem-se delas quando vos convém!

PatCas

Thanks, PatCas, I will go through all the evidence you have posted and sent to my colleague Attila one more time, while waiting for the casino's response.

Dear Rabona Casino, could you please e-mail me ([email protected]) the communication between the support staff and the player when originally closing the account?

In the meantime, could you please close the account without option for reopening, mark it as "gambling addict" and blacklist the player's credential to prevent from re-registering, and turn off all the marketing communication towards the player, both by phone and e-mail? Thank you very much.

Good afternoon,

I would like to point out once again that I requested the closure of my account (which I never asked to be reopened) on 01/25/2026! It was closed YESTERDAY, the 18th, one week after my request! To which I have never received a reply, nor has it even been dealt with. And if I hadn't opened the complaint here, they would have continued to ignore me!

I emphasize that in 2024 the Rabona casino was aware of the gambling problem. It was pointed out to the agents several times in the chat and, as can be seen in the email above, it was also communicated in this way. Whether or not they close the account for these reasons is beyond me.

What I do know is that, having known about the gambling problem since 2024, they SHOULD NEVER HAVE REOPENED THE ACCOUNT, BY THEIR OWN INITIATIVE!

PatCas

Boa tarde,

Volto a indicar que pedi o encerramento da conta (que eu nunca pedi para reabrir) a 25/01/2026! Foi fechada ONTEM, dia 18, a uma semana de fazer 1 mês sobre o meu pedido! Ao qual nunca obtive resposta nem sequer foi tratado. E se eu não tivesse aberto a reclamação aqui, iam continuar a ignorar-me!

Reforço que em 2024 o casino Rabona tinha conhecimento do problema de jogo. Foi indicado varias vezes no chat aos agentes e como pode ser visto no mail acima, também dessa forma foi comunicado. Se encerram ou não a conta com esses motivos, isso já me ultrapassa.

O que sei é que, sabendo do problema de jogo desde 2024, NUNCA DEVERIAM TER REABERTO A CONTA, POR INICIATIVA PRÓPRIA!

PatCas

Dear all,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Rabona Casino Team.

I honestly can't understand so much investigation and so much delay...

The Rabona casino closed my account in 2024, after MUCH insistence from me, by various means, and with knowledge of my gambling addiction.

In 2026 it decided on its own initiative to reopen the account and entice me to play. Knowing about the gambling addiction, and even though I had been insisting since 01/25 that they close the account again because it was damaging my life, they ignored all my requests.

I had to file a complaint here on Casino Guru to get them to respond. They closed the account almost a month after my request.

It's only fair, given all the above, that you give me back the money that has been deposited in this account since it was improperly reopened.

It's the only thing your casino can do to remedy the situation you've put me in.

That's €2075 that I'm missing and that would never have been spent if you hadn't reopened the account.

If you really care about responsible gambling and want to maintain a correct image in this situation, return the PF money.

Honestamente não consigo perceber tanta investigação e tanta demora...

O casino Rabona encerrou a minha conta em 2024, após MUITA insistência minha, por vários meios, e com conhecimento do vício de jogo.

Em 2026 resolveu por iniciativa própria reabrir a conta e aliciar-me a jogar. Sabendo do vício de jogo, e mesmo eu andando a insistir desde 25/01 para que voltassem a fechar a conta porque estava a prejudicar a minha vida, ignoraram todos os pedidos.

Foi preciso abrir reclamação aqui no casino Guru para que se dignassem a responder. Encerraram a conta quase um mês depois do meu pedido.

É justo e tendo em conta todo o exposto, que me devolvam o dinheiro que foi depositado nesta conta desde a sua reabertura indevida.

É a única coisa que o vosso casino pode fazer para remediar toda esta situação em que me colocaram.

São 2075€ que me estão a fazer falta e que nunca teriam sido gastos se não tivessem reaberto a conta.

Se de facto se preocupam com o jogo responsável e querem manter uma imagem correta perante a situação, devolvam o dinheiro PF.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.