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Dear Florian_Gxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Have you clearly informed the casino about your gambling problem?
• Have you tried to reach the support via email?
• Could you forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Petra

"Addendum: I just sent Petra another screenshot. Despite my account being blocked, Rabona offered me another €50 bonus via email today. I just want some peace and quiet."

"Nachtrag: Ich habe Petra soeben einen weiteren Screenshot geschickt. Rabona hat mir heute, trotz Kontosperre, schon wieder einen 50 € Bonus per Mail angeboten. Ich möchte endlich nur noch meine Ruhe haben."

Dear Florian_G,

I have reviewed your request and could not find a clear reason for your self-exclusion due to gambling addiction.

First, I’d like to explain the difference between closing an account and self-exclusion:

• Closing an account is simple and has almost no impact. The player can reopen the account at any time, and the casino has no obligations.
• Self-exclusion, however, is different. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under specific circumstances (for example, after a cooling-off period). Self-exclusion is particularly important for players with gambling problems, as it prevents them from accessing the account during the agreed period.

When applying for self-exclusion, it is important to:

1. Clearly state the reason for your request (e.g., gambling addiction).
2. Specify the exact period of the exclusion.
3. Use a clear and easily recognizable email subject line, as casino support teams handle a high volume of requests daily..

Please review your request and confirm that it clearly states the reason for your self-exclusion and the intended period.

If you have not yet communicated your intention to close the account to your VIP manager, I kindly ask that you send another email to Rabona Casino regarding this matter. Please keep me updated on any further developments. Thank you very much for your cooperation.

Hello Petra,

Thank you for your message. I have an important comment regarding it:

If I message Michael (the VIP manager) now and ask for self-exclusion due to gambling addiction, he will almost certainly block my account immediately. This is simply because the casino knows perfectly well that I contacted Casino Guru and they are now under scrutiny. They will now try to appear 'clean'.

To be honest, I don't quite understand what this means for my case. My problem is the incidents from the past:

Michael ignored my massive losses in just a few days and instead offered me bonuses to encourage me to keep playing.

Despite my complaint and the fact that my account was supposed to be restricted, the casino still sent me bonus offers.

For me, this is clear proof that player protection has failed, long before I officially use the term 'gambling addiction'. I'm afraid that by imposing a ban now, the casino will immediately pretend that they did everything right.

What do you think? Will this email really help me in reclaiming my losses?

Best regards

Florian

Hallo Petra,

​vielen Dank für deine Nachricht. Ich habe eine wichtige Anmerkung dazu:

​Wenn ich Michael (dem VIP-Manager) jetzt eine Nachricht schreibe und um einen Selbstausschluss wegen Spielsucht bitte, wird er mein Konto mit Sicherheit sofort sperren. Das liegt aber nur daran, dass das Casino ganz genau weiß, dass ich mich an Casino Guru gewendet habe und sie jetzt unter Beobachtung stehen. Sie werden jetzt versuchen, 'sauber' dazustehen.

​Ich verstehe ehrlich gesagt nicht ganz, was das für meinen Fall bringt. Mein Problem sind die Vorfälle aus der Vergangenheit:

​Michael hat meine massiven Verluste in wenigen Tagen ignoriert und mir stattdessen Boni angeboten, um mich zum Weiterspielen zu animieren.

​Das Casino hat mir nach meiner Beschwerde und während das Konto eingeschränkt sein sollte – trotzdem Bonusangebote geschickt.

​Das sind für mich die klaren Beweise, dass der Spielerschutz versagt hat, lange bevor ich jetzt das Wort 'Spielsucht' offiziell benutze. Ich habe Angst, dass das Casino durch eine jetzige Sperre sofort tut , als hätten Sie alles richtig gemacht.

Wie siehst du das ? Bringt mir diese Mail wirklich einen Vorteil für die Rückforderung meiner Verluste?

Mit freundlichen Grüßen

Florian

Hi Petra, I'd like to add something:

I repeatedly told my VIP manager, Michael, how much money I had deposited and lost. I asked him for bonuses almost every day, like an addict. A trained manager who cared about player protection should have put a stop to that. I couldn't control it myself because my addiction was too strong.

The screenshots show that I repeatedly asked to have my account deleted or blocked. But as soon as I received another bonus, my common sense went out the window. I'm now left with nothing and wish the casino had offered me help instead of constantly baiting me. The fact that they simply accepted my losses shows that they only wanted to exploit me.

Best regards, Florian

Hallo Petra, ich möchte noch etwas ergänzen:

Ich habe meinem VIP-Manager Michael immer wieder gesagt, wie viel Geld ich eingezahlt und verloren habe. Ich habe ihn fast jeden Tag wie ein Süchtiger nach Boni gefragt. Ein geschulter Manager, dem der Spielerschutz wichtig ist, hätte hier einen Riegel vorschieben müssen. Ich konnte es selbst nicht kontrollieren, da meine Sucht zu groß war.

​In den Screenshots sieht man, dass ich öfter darum gebeten habe, mein Konto zu löschen oder zu sperren. Aber sobald ich wieder einen Bonus erhalten habe, war mein Verstand ausgeschaltet. Ich stehe jetzt vor dem Nichts und hätte mir Hilfe vom Casino gewünscht, statt immer neuer Köder. Dass sie meine Verluste einfach so hingenommen haben, zeigt, dass sie mich nur ausnutzen wollten."

LG Florian

Dear Florian_G,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

https://casino.guru/global-self-exclusion-initiative/assistance-tool