Rabona Casino - Povraćaj novca igraču je odložen.

Hello,

My account wasn't closed despite my warning about gambling addiction. I then contacted Rabona and requested a refund of my stakes. Rabona confirmed this and offered to refund me. Since then, there has been no further contact, and I haven't received the payout. This has now been almost a week. Therefore, I would like you to contact Rabona and inquire why the payment hasn't been processed yet.

hallo,

mein konto wurde trotz hinweis auf spielsucht nicht geschlossen. habe daraufhin rabona kontaktiert und die einsätze zurückgefordert. rabona hat dies auch bestätigt und mir angeboten mir das zu erstatten. seitdem gab es keinen kontakt mehr und auch die auszahlung habe ich nicht erhalten. dies ist nun bereits knapp eine woche her. daher mein wunsch, dass ihr kontakt zu rabona herstellt und nachfragt, weshalb die zahlung bisher nicht veranlasst wurde

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Dear wettchamp888,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Again. I've made some progress. The casino has acknowledged its mistake and will reimburse my losses, however, there has been no further communication since then. Therefore, you will need to contact Rabona and ask why the process has stalled.

nochmal. ich bin schon ein schritt weiter. das casino hat den fehler eingesehen und will mir die verluste erstatten, allerdings passiert seitdem in der kommunikation nichts mehr. daher müssen sie bitte kontakt zu rabona herstellen und fragen, weshalb es nicht weiter geht

I understand your point. However, in order for us to properly assess your case and determine how we can assist you, we need to follow our internal procedures and collect all relevant evidence.

Therefore, please forward me the following:

• Your original account closure request;
• The casino’s confirmation that your account was closed;
• Your communication with the casino regarding the subsequent reactivation of your account; and
• The casino’s confirmation or agreement to refund the deposits you lost after your account was reopened.

Having the complete communication will allow us to review the timeline and the casino’s responses accurately.

Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear wettchamp888,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika