Ragnaro Casino - Запрос игрока на закрытие учетной записи игнорируется.

Ladies and Gentlemen.

On January 6, 2026, at 11:46 AM, I requested the immediate, permanent, and irrevocable closure of my account at this casino. At 2:27 PM, the team asked if I wanted to change my mind or perhaps take a break. At 2:34 PM, I again requested complete closure. Unfortunately, my request was completely ignored!

Considering a maximum processing time of 24 hours, during which my account would have had to be closed, I have been able to deposit another €9,000 to date! A player's wishes and demands should be the top priority at a reputable casino.

I made the demand with immediate, permanent, and irrevocable effect. The terms and conditions state that an email is sufficient to close the account, but not that a reason is required!

I requested that the casino close my account and refund my deposits immediately, and no later than January 17, 2026, from the date of the account closure request, including a 24-hour processing time. But nothing has happened!

Sehr geehrte Damen und Herren.

Am 06.01.2026 um 11.46 h forderte ich in diesem Casino die sofortige, dauerhafte und unwiderrufliche Kontoschließung. Um 14.27h fragte mich das Team, ob ich meine Meinung ändern möchte oder vielleicht eine Pause einlegen wolle. Um 14.34h bat ich erneut um komplette Schließung. Leider wurde meine Bitte gänzlich ignoriert!!!

Bedenke man eine Bearbeitungszeit von maximum 24 Stunden, in der mein Konto hätte geschlossen werden müssen, konnte ich bis heute weitere 9000€ einzahlen! Der Wunsch beziehungsweise die Forderung eines Spielers sollte bei einem seriösen Casinos an erster Stelle stehen.

Ich stellte die Forderung mit sofortiger, dauerhafter und unwiderruflicher Wirkung. In den allgemeinen Geschäftsbedingungen steht, dass eine Mail zur Kontoschließung ausreicht, aber nicht, dass eine Begründung erforderlich ist!

Ich forderte das Casino auf, meinen Account zu schließen, mir meine Einzahlungen ab Zeitpunkt der Aufforderung zur Kontoschließung, inklusive 24 Stunden Bearbeitungszeit, also ab dem 07.01.2026 umgehend, spätestens bis zum 17.01.2026, zu erstatten. Aber nichts passiert!

Important notice:

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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 Ragnaro Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Ragnaro Casino Support,

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

The reason for my decision is that 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."

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

Hello Tomas.

I sent another email. Unfortunately, my account is still open; I can still access it, make deposits, and my deposits no longer amount to €9,000, but now exceed €12,000.

Best regards

Kora76

Hallo Tomas.

Eine erneute E-Mail habe ich versendet. Leider ist mein Konto bis heute geöffnet, ich kann weiter drauf zugreifen, einzahlen und meine Einzahlungen belaufen sich nicht mehr auf 9000, sondern mittlerweile auf über 12000€.

Liebe Grüße

Kora76

I've since deposited another €850. So, unfortunately, I'm now at €12,850.

Mittlerweile habe ich weiter 850€ eingezahlt. Somit bin ich leider schon auf 12850€

After much back and forth, my account was finally closed last night after I deposited another €1000. I have not yet received a response regarding my claim for a refund of €13850.

Nach langem hin und her wurde mein Account gestern Abend, nachdem ich erneut 1000€ eingezahlt habe, endlich geschlossen. Bezüglich meiner Rückforderung von mittlerweile 13850€ habe ich noch keine Antwort erhalten

Thanks for the update.

I went over the communication you provided.

• Could you please specify when was the last time the casino allowed you to deposit and when exactly your account closed?

Looking forward to your reply.

Good morning. My last deposit was on January 14, 2026. At that time, my deposits totaled over €13,000. My account was finally closed on January 14, 2026, at 3:10 PM.

Could the amount in dispute be changed to €13,850?

Guten Morgen. Letzte Einzahlung konnte ich am 14.01.2026 tätigen. Da lagen meine Einzahlungen bei über 13000€. Am 14.1.26 um 15.10h wurde mein Account endlich geschlossen.

Könnte man den Streitwert auch auf 13850€ ändern?

Hello Kora76,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Could you please clarify whether you informed the casino of your struggle with gambling? When exactly did you inform the casino, and what was its response to you?

Looking forward to your reply.

Ladies and Gentlemen.

On January 6, 2026, at 11:46 AM, I requested the immediate, permanent, and irrevocable closure of my account. At 2:27 PM, the team asked if I wanted to change my mind or perhaps take a break. At 2:34 PM, I again requested complete closure. Unfortunately, my request was completely ignored!

Considering a processing time of a maximum of 24 hours, during which my account would have had to be closed, I was able to deposit another €9,500! Surely, a reputable casino should prioritize the wishes and demands of its players.

I am a gambling addict, and for this reason I demanded immediate, permanent, and irrevocable account closure. The casino's terms and conditions state that an email is sufficient for account closure, but no justification is required!

On January 6th, I demanded the immediate, permanent, and irrevocable closure of the account. From that day onward, I also sent daily emails demanding account closure. On January 12th, I sent your pre-written email, copying you, and explicitly stated that I had self-excluded.

On January 14th, I was asked again if I really wanted to close my account. I confirmed, as I had on January 6th. My account was finally closed on January 14th. Unfortunately, I had been able to deposit a total of €13,950 up to that point...

Sehr geehrte Damen und Herren.

Am 06.01.2026 um 11.46 h forderte ich die sofortige, dauerhafte und unwiderrufliche Kontoschließung. Um 14.27h fragte mich das Team, ob ich meine Meinung ändern möchte oder vielleicht eine Pause einlegen wolle. Um 14.34h forderte ich erneut um komplette Schließung. Leider wurde meine Bitte gänzlich ignoriert!!!

Bedenke man eine Bearbeitungszeit von maximum 24 Stunden, in der mein Konto hätte geschlossen werden müssen, konnte ich weitere 9500€ einzahlen! Der Wunsch beziehungsweise die Forderung eines Spielers sollte bei einem seriösen Casinos doch an erster Stelle stehen.

Ich bin spielsüchtig und aus diesem Grund stellte ich die Forderung mit sofortiger, dauerhafter und unwiderruflicher Wirkung. In den allgemeinen Geschäftsbedingungen des Casinos steht, dass eine Mail zur Kontoschließung ausreicht, die aber keinerlei Begründung erfordert!

Am 06.01. forderte ich die sofortige dauerhafte und unwiderrufliche Kontoschließung. Ebenfalls schickte ich ab diesem Tag täglich E-Mails mit Forderung zur Kontoschließung. Am 12.01. schickte ich deine vorgefertigte E-Mail, dich in CC mit explizit aufgeführter Selbstsperre.

Am 14.1 wurde ich erneut gefragt, in ich mein Account wirklich schließen wolle. Dies bejahte ich, wie schon am 6.1. Am 14.1 wurde mein Account dann endlich geschlossen. Leider konnte ich bis dato insgesamt 13950€ einzahlen ...

Dear Kora76,

Please understand we can only ask the casino to refund money that was used for gambling in circumstances where you inform the casino of your gambling issues and the casino fails to protect you.

Based on the communication you shared with me, there was no prior disclosure of gambling issues to the casino. If you request a simple account closure and continue your activity, we can't conclude that the casino should have protected you in that situation.

Since you confirmed the casino closed your account, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

We’ve reopened this complaint at the request of Kora76. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (transalted)

Good morning, Thomas. An email in which I explicitly requested to be blocked was sent on January 12 at 10:34 a.m. I copied you on this email. One day later, I received another email from VIP Support saying that they wanted to reward my recent activity with a bonus... At this point, at the latest, my account should have been closed... Or am I mistaken? You should have the email from January 12. I'll be happy to upload a screenshot of the response...

Thanks for sharing this information.

Could you please share the email sent to the casino on January 10th with me? Make sure the recipient's email, date, and sender's email are visible.

Send the information to my email at [email protected]

Thanks in advance for your reply and cooperation.

Hi Tomas. I've sent everything. Best regards

Hallo Tomas. Ich habe alles geschickt. Liebe Grüße

Thanks for the information you shared.

On the screenshot you submitted, there is a reference to the email sent on the 10th of January; however, the context of what is in the message is missing.

Kindly share with me the full message from 10th January with me. similar to the email chains you shared with me.

Hi Tomas. I sent it. I checked again. I first explicitly disclosed my gambling addiction on January 10th at 10:15 AM...

Hallo Tomas. Ich habe es gesendet. Hab noch einmal nachgeschaut. Das erste Mal habe ich explizit meine Spielsucht am 10.1. um 10.15uhr mitgeteilt...

Despite a clear self-exclusion on January 12th, I am still receiving advertising and bonus offers!

Trotz EINDEUTIGER Selbstsperre am 12.1. bekomme ich immernoch Werbung und Bonusangebote!

Dear Kora76,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Kora76,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to forward me the exact email you have sent to the casino on 10th of January. You can do this by finding it in your outbox/sent section, and then clicking on forward. My email address is [email protected]

I would also like to invite the Ragnaro Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Afterwards, would you be able to provide us with the player's deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to [email protected]

Hi Martin. I forwarded the emails from January 10th. Although I didn't explicitly mention my gambling addiction in my email to January 6th, but "only" requested permanent and irrevocable account closure, the casino asked if I might just want to take a break first. So they already understood why I wanted to close my account 😉. You also received this message from me... (Kety, January 6th, 3:27 PM) January 10th, 10:15 AM, near the bottom...

Hallo Martin. Ich habe die Mails vom 10.1. weitergeleitet. Obwohl ich in meiner Mail an 6.1. nicht explizit meine Spielsucht erwähnt habe, sondern "nur" zur dauerhafte unwiderrufliche Kontoschließung aufgefordert habe, wurde Seitens des Casinos nachgefragt, ob ich nicht vielleicht erstmal nur eine Pause einlegen wolle. Die haben also schon verstanden, warum ich meinen Account schließen lassen wollte😉. Diese Nachricht hast du auch von mir erhalten... (Kety 6.1. 15.27h) 10.1., 10.15h ziemlich unten...

My messages to you are not going through.

Meine Nachrichten an dich gehen nicht durch.

Dear Kora76,

thank you for your swift response. Please try again at [email protected]

Unfortunately, it still doesn't work.

Leider klappt es immer noch nicht

I copied the entire email...

Habe die komplette Mail kopiert...

Hi Martin. Unfortunately, it's still not working and I don't know why 😭.

Hallo lieber Martin. Leider klappt es immer noch nicht und ich weiss nicht, woran es liegt😭.

Quick general question. Have you ever heard anything from the casino via email, or are you being ignored too?

Kurze generelle Frage. Hast du via Mail überhaupt mal was vom Casino gehört oder wirst du auch ignoriert?

Dear Kora76,

thank you for trying to reach me, for now the information provided should be sufficient. As for the casino, I haven't received a reply just yet, but the there is still quite a lot of time on the timer, so let's not lose hope. In the meantime, there are no further requirements from you, in case there are any new developments, please let me know.

Dear all,

Thank you for your patience.

We are currently reviewing this case and will inform you as soon as possible.

Kind Regards,

Ragnaro

Dear Andrea,

Please be advised that regarding the data information we have submitted the request to the relevant department and will contcat you soon.

Aditionally, regarding the refund, we were able to see that the amount deposited after the request of closure was of 4500 EUROS which we can provide a refund. To proceed please provide the following details:

• Full Name (including all middle names)

• Email Address

• Bank Account Holder’s Name

• IBAN / Account Number

• Bank Name

• Bank Location (Country)

• SWIFT / BIC Code

Once we receive this information, we will proceed accordingly.

Thank you in advance for your cooperation.

Ragnaro

Hello dear Ragnaro Casino. Which account closure request are we referring to? What date are you referring to? Since I haven't received a data privacy request yet, could you please tell me the total amount I've deposited since January 10th? Kind regards

Hallo liebes Ragnaro Casino. Von welcher Schliessungsanfrage sprechen wir? Also von welchem Datum? Da ich noch keine Datenschutz Abfrage erhalten habe, können Sie mir bitte mitteilen, welchen Betrag ich ab den 10.1. generell eingezahlt habe? Liebe Grüße

Hello dear Ragnaro Casino. I contacted you via email.

Hallo liebes Ragnaro Casino. Ich habe Sie via Mail kontaktiert

Good morning. Unfortunately, I'm not receiving any response via email, so I'm writing again here...

Which account closure request are you referring to? What date? Since I haven't received a data privacy request yet, could you please tell me the total amount I've deposited since January 10th? Kind regards

Guten morgen. Via Mail erhalte ich leider keine Rückmeldung, deshalb hier erneut...

Von welcher Schliessungsanfrage gehen Sie aus? Also von welchem Datum? Da ich noch keine Datenschutz Abfrage erhalten habe, können Sie mir bitte mitteilen, welchen Betrag ich ab den 10.1. generell eingezahlt habe? Liebe Grüße

Dear casino representative,

thank you very much for your involvement in this matter. Could you please clarify, from which date you believe the player is entitled to be refunded? Additionally, could you please provide us with the player's deposit history?

Dear Kora76,

thank you for your continued cooperation, I hope the issue will be resolved soon.

To the Ragnaro Casino Team.

Since I have unfortunately not received a reply from you, but am slowly getting tired of waiting, I agree to the above-mentioned sum.

I have sent you the data you require via email.

An das Ragnaro Casino Team.

Da ich leider keine Antwort mehr von Ihnen erhalte, das Warten aber langsam leid bin, erkläre ich mich mit oben genannter Summe einverstanden.

Die von ihnen benötigen Daten habe ich Ihnen via Mail mitgeteilt.

It's sad that the casino makes an offer and then doesn't get back to you at all!

Traurig, dass das Casino erst ein Angebot macht und sich dann gar nicht mehr meldet!

Good morning. I received more advertising today. I received no response to my request to have my email address removed from this mailing list, nor to my question about the status of the refund.

Guten morgen. Heute habe ich erneut Werbung erhalten. Auf die Bitte, meine E-Mail-Adresse aus diesem Verteiler zu nehmen, habe ich genauso wenig eine Antwort erhalten, wie auf die Frage, wie es mit der Erstattung weitergeht.

Sorry, but I'm starting to get the feeling that the casino doesn't really want to finalize the transaction. They're more concerned with accepting the offer, even though I still have no payment history and don't know the date they're basing the closure request on. What else can I do? And unfortunately, support continues to ignore me...

Sorry, aber langsam habe ich das Gefühl, dass das Casino gar nicht zum Abschluss kommen möchte. Mehr als das Angebot anzunehmen, obwohl ich leider immernoch keine Zahlungshistorie habe und auch nicht weiss, von welchem Datum der Schliessungsanfrage sie ausgehen. Was soll man noch tun. Ebenfalls wird man leider weiterhin von Support ignoriert ...

@Martin Do you have a contact person at the casino? I really feel like I'm being ripped off!

@Martin Hast du einen Ansprechpartner vom Casino? Ich fühle mich mittlerweile wirklich verarscht!

Dear Kora76,

I understand this is frustrating for you, but let's wait for a response from the casino representative.

Good morning. Of course we're waiting. I have no other choice 😬 and on Monday the casino representative will contact me and say that the data privacy statement isn't available yet. Then it will take another 14 days. Sorry, I still don't understand it.

"Regarding the refund, we have confirmed that a sum of €4,500 was paid in following the closure request, which we can refund to you. Please provide the following details for further action."

I indicated that I would accept the offer even without a data privacy statement, and I provided all my information both here and via email, but unfortunately nothing has happened. Not even a response from support via email... Yes, this is very frustrating!

Guten morgen. Natürlich warten wir. Mir bleibt ja nichts anderes übrig 😬 und Montag meldet sich der Casino Vertreter und teilt mit, dass die Datenschutzauskunft leider noch nicht vorliegt. Dann dauert es erneut 14 Tage. Sorry, ich verstehe es trotzdem nicht.

"Bezüglich der Rückerstattung konnten wir feststellen, dass nach der Schließungsanfrage ein Betrag von 4500 Euro eingezahlt wurde, den wir Ihnen erstatten können. Bitte geben Sie zur weiteren Vorgehensweise folgende Details an"

Ich habe mitgeteilt, dass ich das Angebot auch ohne Datenschutzauskunft annehme, habe alle Daten angegeben; hier und via Mail, aber leider passiert nichts. Noch nicht einmal eine Rückmeldung vom Support via Mail.... Ja, das ist sehr frustrierend!

Good morning. There are things I don't understand!

I finally found someone from the VIP team who responded to my email. I explained the situation again and sent a screenshot of the casino representative's offer. They replied that they had forwarded it to the relevant department for review.

Why an audit? It was an offer from the casino that I accepted, and I've been waiting for a payout for almost a week now...

Guten morgen. Es gibt Dinge, die ich nicht verstehe!

Ich habe jetzt endlich jemanden aus dem VIP Team gefunden, der mir via Mail mal antwortet. Dieser Person habe ich erneut geschildert, worum es hier geht, habe einen Screenshot vom Angebot des Casino Vertreters geschickt. Als Rückmeldung kam, dass sie das an die zuständige Abteilung zur Prüfung weitergeleitet hat.

Wieso Prüfung? Es war ein Angebot des Casinos, welchem ich zugestimmt habe und seit knapp einer Woche auf Auszahlung warte.....

I just heard from live support that they're still working on the case...! Sorry, but after a week something should really be happening by now, shouldn't it??

Gerade habe ich vom Live-Support erfahren, dass man immer noch an dem Fall arbeitet....! Sorry, aber nach einer Woche sollte doch nun wirklich mal etwas passieren, oder??

Dear Kora76,

I understand your frustration, but there is nothing else we can do, other than to wait. Please know I am trying to get in contact with casino representative.

That's so kind. I understand that a refund takes time to process. But the offer was from the casino (I would have understood a review if I had filed a claim and not accepted their offer), but after barely a week, they should be able to implement the offer...

Das ist total lieb. Ich verstehe, dass eine Erstattung Zeit der Bearbeitung in Anspruch nicht. Aber das Angebot war vom Casino (eine Prüfung hätte ich verstanden, wenn man eine Forderung gestellt hat, und nicht deren Angebot akzeptiert hätte), aber nach einer knappen Woche sollte man doch das Angebot in die Tat umsetzen können.....

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.

Dear Martin,

We have sent an email to you attached required evidences for your further review. These documents clarify that our obligation is restricted to the return of 4,500 EUR, as Kora76 first disclosed her gambling addiction on January 10, 2026.

We trust this documentation addresses the concerns regarding the timeline and the final amount.

We look forward to your update.

Kind regards,

Ragnaro Casino team.

Dear Sir/Madam, I previously stated that I agree to the refund of your offer of €4500. Therefore, I would be pleased if we could proceed with this matter. Sincerely,

Sehr geehrte Damen und Herren, ich hatte doch mitgeteilt, dass ich der Erstattung von ihrem Angebot von 4500€ zustimme. Aus diesem Grund würde ich mich freuen, wenn es jetzt weitergeht. Mit freundlichen Grüßen

Dear casino representative,

thank you for your response. I can confirm we consider the refund of 4500 EUR a fair resolution.

Dear Casino, are we going to have to wait another almost 7 days for the next question, or will we finally reach a conclusion?

Liebes Casino. Warten wir jetzt erneut knappe 7 Tage für die nächste Frage oder kommen wir endlich mal zum Abschluss???