Rabona Casino - Spillerens konto genaktiveres trods ludomani.

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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 tomas@casino.guru. 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