Can a casino ignore a break request?

[Rashata]

Hi! 

 

I've been playing at a casino called Rabona for a few weeks. Very good VIP stuff and bonuses. But when I win I usually go on a break, but at this casino it wasn't possible. The chat said they don't do breaks with funds in the account? 

After I emptied the account, I sent an email so they can close my account. They said they've contacted a relevant department and will come back to me. It's been a week. So my request is ignored and money lost. Is this stuff legal? Should I not be able to get a refund of the amount I've lost after the close account request? 

Inputs are appreciated. Thanks! 

[cocopop3011]

Hi and welcome to the forum, please note I have deleted one of your screenshots as it showed some of your personal infomation. You are welcome to cover up this information and repost the photo.

[Afi4wins]

Hi Rashata.

An account is only considered as closed when the casino management has approved it and notify you via email of the account closure. In the meantime, during this approval processing period, your account is still considered as active, so whatever money you have played and lost within this period is usually not refundable, except at the casino's own discretion.

However, I'm not an expert on this matter, so hopefully an admin would give you more useful info very soon.

[Rashata]

Hi. Thanks for the reply. 

In the attachment that got deleted was the date that I sent the request and which I got a response from too. It had gone six days. In the terms, as you can see in the picture, they say within 24 hours the account will get closed. So it's on them, since it's been over 100 hours? Of course, an admin might know better so let's see. 

 

PS. I asked and asked via the chat, and they eventually closed my account. But the case of wrongdoing and refund still stands. 

[ValDes]

Hi @Rashata, 

Two important things: 

1/ Please refrain from flooding the AGCCS with multiple complaints referring to the same issue - you've already filed 4/ four/ complaints regarding the Rabona situation; 

2/ Make sure to support your claims and statements with the relevant proofs - emails, screenshots, log, etc.. anything that could help us understand your case better and to be sure you are saying the truth rather than trying 'adjust' the facts in your favor. 

Thanks! 

[Rashata]

Hey. 

 

What do you mean by flooding? The first two got rejected so I was asked to do it again but with screen shots. So I did. The third one is my mistake, I forgot to attach the documents... 

 

But  in the rejection response from you it says that I should provide email of me asking of self exclusion. That's what I did? See attachment here. If there's something missing from the email, just let me know what specifically. Thanks! 

 

And the other point you made in the rejection is that it's only three hours between the mail I sent and response from rabona. That's exactly my point, they responded, but my account didn't get closed? So that's not following own protocol right? My account was closed yesterday after I asked and asked. (which I have an email about of course and will upload).

 

So considering this. Can I file another complaint or how should I go forward here? Thanks 

[ValDes]

Flooding means that you could have prepared all proofs and attach these alongside your first AGCCS complaint. 

Re the rest... 1/ There's no self-exclusion mentioned anywhere within your message which means two things - a/ the Operator is not obliged to stick to any 24h time frame cause you didn't specifically claim to be self-excluded and b/ I'm not even sure your message could be considered as the typical problem gambling related email but anyway, that's debatable and what matters here most is point a/. 

Further, there is no evidence attached about the mysterious 'break' request you are referring to in both your email and complaint, no dates mentioned, no time frames, nada...

And last but not least, there's no valid info and proofs that you waited at least 24h after sending that mail prior playing and spending your money.  

[Rashata]

Wow. What's up with this offensive stance you've taken against my claims. I want to enjoy my gambling, but when casinos do this kinda stuff it worries me. They don't have any tools users can use to stop them instantly from gambling. Usually casinos have deposit limits, break tools etc on a page.

However it doesn't seem like you believe a word that I'm saying or uploading, so what's the point of filing a complaint? The casino will have everything on record, and I'm not lying or twisting anything here. 

 

When someone says "Close my account", that means self exclusion. They even replied? But failed to close. (check new attachment) 

 

This mysterious break was via live chat. As mentioned(!) in the first complaint, I asked for a live chat transcript on email, but never received it (this is something the casino has to look up as I obviously don't have proof of this without the transcript). This live chat happened 10th August, also mentioned in complaint. 

 

I can check if this is something that would help my case, but If I did gamble within 24h after I sent my email, then ok, if that's the rule then so be it, whatever I unfortunately spent after 24h should be up for refund. Because my account should have been closed then. 

 

I'm not used to complaining against casinos, only once before, so sorry if I'm missing stuff out, but please just ask or help me with it. That's the point of a forum no?... 

[ValDes]

Mate, seriously, no offense here... Sorry if my tone of voice was too harsh but hey, we have close to 1000 players coming to use AGCCS every month and complaining from insane many different things; of course, each and every one of them claiming to say the only, undisputed truth... Then it often turns out to be the other way (in almost 2/3 of the cases)... That's why we are no longer taking words for granted but prefer to stick to the pure and proven facts and details, simple as that.  

An advice if you allow me... Sending emails like the one you quoted above and claiming problem gambling issues is a recipe for a disaster, believe me. Make sure to be more clear and eloquent in your future mails and to clarify in a unambiguous way what you like the Operator to do with your account - simple, temporary account closure; permanent account closure or self-exclusion. That's hell of a difference you know...  

[Rashata]

Noted. 

 

But in this case they replied with an email that, in my interpretation, meant that they understood my point. Hence the "we're sorry that you wish to close your account". 

 

So you're saying this is a dead cause and they have done nothing wrong? If so, I have to trust an expert and leave it there. But it's a shame, as this has cost a lot, and I clearly tried to stop it. 

 

Thanks. 

[ValDes]

17 hours ago, Rashata said:

But in this case they replied with an email that, in my interpretation, meant that they understood my point. Hence the "we're sorry that you wish to close your account". 

...

You understood it completely wrong! The essence from that email is that they forwarded your request to the VIP department and you were supposed to wait until they review it. 

17 hours ago, Rashata said:

So you're saying this is a dead cause and they have done nothing wrong? If so, I have to trust an expert and leave it there. But it's a shame, as this has cost a lot, and I clearly tried to stop it. 

Absolutely, causa perduta.  

The most important thing here is to learn your 'lesson', accept it and move on.  

[Rashata]

Fair enough. I don't agree with your conclusion at all. But it is what it is. Casino and gambling is a nasty business. 

 

[Rashata]

I will leave a rating on their casino page. And it would be nice for other players if  you noted on their casino page here that a negative point is that they don't provide immediate gambling protective tools. (this you can easily check my making an account and go to their responsible gambling section:) ) 

Thanks. 

[ValDes]

16 hours ago, Rashata said:

I will leave a rating on their casino page. And it would be nice for other players if  you noted on their casino page here that a negative point is that they don't provide immediate gambling protective tools. (this you can easily check my making an account and go to their responsible gambling section:) ) 

Thanks. 

Fair enough, that's what Leave-A-Review feature is all about.

Their review page is here - https://www.askgamblers.com/online-casinos/reviews/rabona-casino#playerReviews

Please make sure to read and comply with the AG Posting Guidelines.

[Afi4wins]

I Just realised that Rabona is owned by Araxio...I've been staying away from all their casinos!