Hello dear Guru team,

I wrote an email to Rabona on January 1st, 2025, requesting that my account be permanently blocked due to gambling addiction.

Then I wrote another EMAIL on 05.03. Until today, 18.03, I have not received any response, nor has the account been blocked.

I paid €1,823 during this period and now I would like a refund.

There is no response to my email or chat requests.

I am enclosing screenshots.

What can I do here? Please help.

Guten Tag liebes Guru-Team,

ich habe am 01.01.2025 eine EMAIL an Rabona geschrieben, mit der bitte um Selbstausschuss/Konto sperrung auf ewig aufgrund von Spielsucht.

Dann habe ich am 05.03 nochmals eine EMAIL geschrieben bis heute einschlie?lich 18.03 habe ich keine Rückmeldung erhalten, noch wurde das Konto gesperrt

Ich habe in diesem Zeitraum 1823€ eingezahlt und m?chte nun die Rückerstattung.

Auf meine MAIL, und Anfragen im Chat wird nicht reagiert.

Screenshots sende ich anbei.

Was kann ich hier tun? Bitte um Hilfe.

Dear marley2410,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

I checked the website and found the support email on the website to be [email protected]

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you been advised to contact a different email address?
• Have you received any reply from the casino after sending an email to [email protected]
• Have you contacted live chat and asked for assistance regarding your unfulfilled request?

As a precaution, please send another self-exclusion request to the casino using the declared email address, with the help of the template below if necessary.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Rabona Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments. 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.

Hello Tomas,

Thank you for your feedback.

to question 1)

Why a different email address? I simply included all the Rabona email addresses I know (VIP, Support, etc.)

to question 2)

No I didn't get an answer

to question 3)

I was in the live chat more than once before and after, and the answer I always got was that it would be taken care of and that I should write an email or that my email would be checked/processed.

Unfortunately I have no log of the chat histories

I sent an email with them in CC

Hallo Tomas,

vielen Dank für deine Rückmeldung.

zu Frage 1)

Wieso andere E-Mail? Ich habe einfach alle von mir bekannten Rabona E-Mail Adressen mit reingenommen (vip,Support…)

zu frage 2)

Nein ich habe keine Antwort bekommen

zu Frage 3)

ich war mehr als im livechat davor und danach, wobei immer die Antwort kam , dass sich darum gekümmert wird, und ich eine E-Mail schreiben soll / bzw. meine Email überprüft/bearbeitet wird.

leider habe ich zu den Chat Verl?ufen kein Protokoll

ich habe eine E-Mail mit ihnen in CC gesendet

Hello?

Hallo?

Thank you very much, marley2410, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello marley2410, 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.

From the originally provided screenshot, it does looks like the self-exclusion request has been sent to the wrong e-mail address, as it was pointed out by my colleague. I have snooped around the whole website, their T&C and Contact details, from various VPNs, but nowhere was I able to see the e-mail address you have used for the self-exclusion request.

Could you please confirm, you have sent another request on the correct e-mail address and what was the date? Also do you remember where did you see the e-mail address with "rabonabet"?

Thank you for your patience and cooperation in advance.

Hello Matej,

many thanks for your response.

I have attached screenshots that can prove that the rabonaBET email exists.

I'm also attaching the email self-assessment with Tomas in CC...

Hallo Matej,

vielen Dank für deine Antwort.

ich habe einmal Screenshots angehangen , die belegen k?nnen, dass die rabonaBET email gibt.

anbei auch nochmal die E-Mail selbstauschuss mit Tomas in CC…

Thank you very much for the additional evidence!

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? Especially why the request from 1st January has been neglected, as well as the other communication? I would also appreciate if you can provide us with any and all relevant evidence. In case you need to share sensitive information from the caisno system, it can be sent to me directly at [email protected].

Thank you for your patience and cooperation in advance.

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.

As expected, no response from Rabona…

that's sad...

Wie zu erwarten, keinerlei Rückmeldung von Rabona…

ist das traurig…

Dear marley2410,

We would like to clarify that when you requested to close your account on 1st January, 2025. Your account was closed and a confirmation was sent on the same day, 1st January, 2025.

Later, in the end of January, 2025. There was a technical glitch and there was your account was re-opened. However, as per your request your account was closed on 3rd February.

On 19th February, your account was reopened as per your request.

We would like to inform you that we have closed your account and we are checking your request with our relevant team and will give you an update at the earliest as possible.

Best regards,

Rabona team.

Thank you for the further details.

Could you provide some explanation how it is possible to re-open an account closed due to the gambling problems and self-exclusion? Also, can you please confirm this account will not be possible to re-open in the future, nor will the customer be able to create a new account using the same credentials?

Dear marley2410,

We have requested few details, via email. We kindly suggest you to please provide us the details to help you further accordingly.

Waiting for your update.

Best regards,

Rabona team.

Dear marley2410, please let us know once you provide the requested details (or just CC me into the message when sending it to the casino: [email protected]).

Also, is it true you have requested re-opening of the account in the February 2025? If so, could you please provide some details on how the procedure was handled, as I have thought self-excluded accounts closed due to the gambling addiction is impossible to re-open? Thank you.

Hello ,

I have provided the required information and sent it to Rabona.

We have sorted everything out so far, thank you for your help.

I'll wait a few more days and get back to you with a final response

Hallo ,

Ich habe die erforderlichen Angaben gemacht, und Rabona zukommen lassen.

wir haben soweit alles gekl?rt, vielen Dank für Ihre Hilfe.

ich warte jetzt noch ein paar Tage, und melde mich mit einer finalen Rückmeldung

Thank you for keeping me up to date with the case. :) I will leave this complaint opened, until you confirm you have received the refund. If you can then also let me know the final amount that has been agreed (and once it arrives to your account), I can adjust the disputed amount accordingly, before closing the complaint as resolved.

2157€ have just been credited to my account

2157€ wurden gerade auf meinem Konto gebucht

This is great news!!!:)

Does that mean the complaint has been resolved to your satisfaction, or are we still waiting for some last details to be confirmed?

Everything's been resolved. Thank you very much!

Alles gekl?rt. Vielen Dank !!!!

Dear marley2410,

I am very happy to hear that your issue has been resolved, and would like to thank Rabona Casino Team for looking into this matter! We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com