Rabona Casino - La solicitud de autoexclusión del jugador ha sido ignorada.

Complaint type: Responsible gambling / self-exclusion

I am submitting this complaint regarding Rabona Casino's failure to honour my self-exclusion request and their subsequent breach of responsible gambling obligations.

On 2 November 2025 I contacted Rabona's VIP Manager and explicitly stated that I had been chasing losses with money I could not afford, and requested self-exclusion and account closure. On 3 November 2025 Rabona acknowledged my request. On 4 November 2025 I confirmed in writing that I wished to proceed, and Rabona confirmed the account closure process.

On 3 April 2026, approximately five months later, I received an unsolicited promotional email from Rabona's VIP department offering me a €150 Cash Gift and 25% Daily Cashback, explicitly to encourage me to return to gambling. I returned as a direct result and incurred net losses of approximately €1,805 between April and June 2026.

On 27 May 2026 I submitted a formal complaint to Rabona. On 8 June 2026, while my complaint was active, I received a second unsolicited bonus offer from Rabona's VIP department, which I objected to in writing the same day.

On 11 June 2026 Rabona acknowledged my complaint under ticket reference 51547537 (this was after claiming they had not received my complaint when first submitted).

On 12 June 2026 they rejected it, citing clause 6.6.2 of their Terms and Conditions (no refund after a deposit is used to place a bet).

This response is inadequate. Clause 6.6.2 is a standard deposit-refund clause and is not relevant to a responsible gambling breach. My complaint concerns Rabona's failure to honour a self-exclusion request in which I explicitly cited problem gambling, and their VIP department's decision to actively induce my return with a cash incentive. The deposits would not have occurred had Rabona honoured its duty of care.

I am seeking a refund of net losses of €1,805 incurred following Rabona's VIP contact that induced my return after self-exclusion.

I have full email correspondence supporting all of the above.

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Hello,

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

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

• Is your account currently accessible to you, or was it blocked?
• Is your player's account verified?

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

Hi Tomas,

Thank you for your response. To answer your questions:

• Since making the complaint, the account has been blocked. However I did screenshot my transaction history before being blocked.
• My account was fully verified while open.

Thanks again,

Conor

Dear Conred1,

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, Matej (matej.l@casino.guru). 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 Conred1, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

Please rest assured that the account has been permanently closed as requested. Communication programs associated with the account are also closed.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Rabona Casino Team

Dear All,

We writing to provide an update regarding the ongoing review of your account.

To resolve this matter amicably and without further delay, we would like to offer a refund of 1596 EUR to the player. Please let us know if you accept this proposal so we can initiate the necessary steps to process the payment.

Thank you for your continued patience and cooperation. We look forward to hearing from you.

Best regards,

Rabona Casino Team

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.

Hi All,

Thank you for the offer. To get the matter resolved I would accept a settlement of 1596 EUR.

Let me know what is needed my end to initiate the refund and we can go from there.

Thank you,

Conor

Thank you for letting us know, Conred1.

Could you please e-mail your banking details to the support team at support@rabona.com with the subject: "Casino Guru complaint 215686 - payment details", then let me know once it has been sent.

In the meantime, I will amend the disputed amount for this complaint to the agreed sum. Thank you.

Thanks Matej, that email with bank details has been sent.

Awesome stuff, thank you for the confirmation.

Dear Rabona Casino, please let us know once the payment has been processed on your end. Cheers!

Dear Conred1,

We were unable to locate the email containing your bank details. To ensure your sensitive information remains secure and is processed correctly, we have just sent a separate, dedicated email requesting these details.

Please reply directly to that specific email with the requested information so we can finalize your transaction as quickly as possible.

Thank you for your cooperation and patience.

Kind regards,

Rabona Casino Team

Hi,

I have responded to the request by Email there.

Thank you

Dear Conred1,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund. 

Once the refund has been successfully processed, we will notify you immediately.

Kind regards,

Rabona Casino Team

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

Dear Conred1,

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,

Matej