Rabona Casino - Se ignora la solicitud de autoexclusión del jugador.

I requested self-exclusion, they kept sending me promotions and didn't even reply to the self-exclusion email.

solicite la autoexclusionu me siguienron enviando promociones y no contestaron ni siquiera al correo de autoexclusion

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If anything seems suspicious, contact us directly.

Stay safe.

Dear mariasm,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I forwarded the email and there has been no response from the casino.

le he reenviado el correo y no ha habido respuesta por parte del casino

Thank you for your email. I have noticed that in your message to the casino, you have not mentioned the reason why you want to self-exclude.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Rabona Casino, 

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 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." 

Please send another email to Rabona Casino at support@rabona.com, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance.

I've already sent the email. However, the previous email clearly states the word "self-exclusion," and no one has replied to my email.

Ya he enviado el correo. No obstante en el correo anterior pone bien claro la palabra autoexclusion y nadie me contesto al correo

Hello mariasm,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I'm waiting, but the casino still hasn't blocked the account.

quedo, a la espera. pero el casino sigue sin bloquear la cuenta

Please try to expedite the casino's response. Yesterday they sent me a text message and I fell for it again, depositing €910. Please expedite the self-exclusion process.

Por favor, intentar agilizar que el casino haga caso. Ayer me mandaron un sms y cai otra vez y deposite 910 euros. Por favor agilizar la autoexclusion

Dear mariasm,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

Could you kindly confirm if you have submitted the self-exclusion request as per the instructions provided above? If you have, I would greatly appreciate it if you could forward your self-exclusion request directly to my email at attila.g@casino.guru.

Additionally, could you please confirm whether you currently still have access to your account?

Thank you for your patience and understanding.

Best regards,

Attila

I sent the email several times.

The first one on 6/3/26 and the second one on 22/3/26.

Since then, the casino hasn't responded to me at all, but I still have access to my account. They send me text messages with bonus offers, and I've already spent over €2,000 since then.

Can you please help me get them to self-exclude and stop sending me texts and emails trying to trick me into falling for it again?

si mande el correo varios correos

el primero el dia 6/3/26 y el segundo el 22/3/26.

desde entonces el casino ni me ha contestado ni nada, sigo teniendo acceso a la cuenta. Me mandas SMS con bonos y ya llevo gastado más de 2000 euros desde entonces.

Por favor me puedes ayudar a que me autoexcluyan y dejen de mandarme sms y mails para que vuelva a picar?

I have forwarded you the email requesting self-exclusion

te he reenviado el correo solicitando la autoexclusion

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,

Attila

Hello mariasm, 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.

Please, they keep sending me text messages and emails. Yesterday was the last time. It's impossible to get rid of them.

por favor, siguen mandándome mensajes sms y mails. ayer la ultima vez. es imposible deshacerse de ellos

Dear mariasm, for the time being I would recommend manually blocking the e-mail domain of rabona.com and any number that sends you messages. I will try to get the casino to repond as soon as possible.

It's impossible. I blocked the domain in Outlook a while ago, and emails are still arriving. And the same thing is happening on iPhones because they're not being sent from a phone.

Es imposible. Bloquee el dominio en outlook ya hace tiempo y siguen llegando correos. Y el Iphone lo mismo llegan porque no lo mandan desde un telefono

I started receiving text messages again yesterday. Since they're not sent from a number, I can't block them. It's harassment.

ayer he vuelto a recibis sms. como no lo mandan desde un numero tampoco puedo bloquear. es acoso

Dear Rabona Casino, can you please urgently deal with this?

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.

I've attached it so you can see that they send text messages every day.

adjunto para que veas que todos los dias mandan sms.

Thank yo uvery much, this is very helpful. I have already escalated this issue , and we are trying to reach casino's higher management. I will post an update as soon as I have something more.

This is really causing me a lot of anxiety. Thank you.

de verdad que esto me esta generando mucha angustia. gracias

one more message

Is it not possible to notify the licensing authority? Is there anywhere I can report this?

otro mensaje mas

no se puede avisar a la autoridad licenciadora? algun sitio donde denunciar?

Dear mariasm,

We sincerely apologize for the delay in our responses.

We would like to inform you that your account has been closed upon your request. 

Regarding the concerns you raised, please be advised that we are currently conducting an investigation into the matter. We are committed to assisting you and will provide an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Rabona Casino team.

And who is going to refund my money since I requested self-exclusion? I even received another message yesterday.

• I want to stop receiving messages and emails.
• I want a refund of the money I've spent since I requested self-exclusion.

y quien me va a devolver el dinero desde que pedi la autoexclusion? aun ayer recibi otro mensaje.

• Quiero dejar de recibir mensajes y mails.
• quiero que me devuelvan el dinero gastado desde que pedi la autoexclusion.

Casino Guru, if necessary, I can publish all the transaction screenshots of what I've spent and received since I requested self-exclusion. In total, they should refund me €2130. I don't mind posting the screenshots here.

casino guru, si es necesario puedo publicar todas las capturas de movimientos de los gastado y recuperado hasta el momento desde que se solicito la autoexclusion. en total deberian devolverme 2130 €. No me importa publicar aqui las capturas

Last night I received another SMS from Rabona Casino. I've attached a screenshot. Please, would you be so kind as to stop sending emails and SMS messages (it's part of the self-exclusion process)?

Esta pasada noche he vuelto a recibir un SMS de casino Rabona. subo imagen. por favor serían tan amables de dejar de enviar mails y sms (forma parte de la autoexclusion)

Dear mariasm, unfortunately Casino Guru is not a judicial body so we can't make Rabona stop spamming you with adverst.

However, as this is borderline harassment and they are well-aware of your gambling addiction, there are two things you can do right now:

• Lodge a formal complaint with the Spanish licensing autority

Link: https://www.ordenacionjuego.es/denuncias-reclamaciones Although Rabona is not licensed by them, this authority is known to be able actively block access to unlicensed caisnos for Spanish citizens.

• Lodge a complaint with the local data protection/marketing harassment agency

Link: https://www.aepd.es/la-agencia/donde-encontrarnos

Link above is for the contact page, I would recommend calling them first and asking the staff to give you step-by-step guid what to do and how to officially lodge a complaint and get your data protected. Then follow the instructions and hopefully they will act quickly.

Dear Rabona Casino, I have escalated this issue to the higher management, for re-evaluation of the casino safety rating and future cooperation. Thank you for your understanding.

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.

For now, I'm going to wait and give them the benefit of the doubt to see if they fix it. If not, I'll file complaints everywhere I can. But if I continue to receive advertising in addition to what you've suggested, I think it's important that other users know about this so they're aware of the risks they're taking.

de momento voy a esperar y darles un voto de confianza a ver si lo solucionan. y si no pondré las distintas quejas en todo aquel sitio en el pueda. Pero si me siguen llegando publicidad ademas de lo que me habeis sugerido considero que es importante que otros usuarios lo sepan para que sepan a que se exponen

Yesterday and the day before yesterday they continued sending text messages

ayer y anteayer siguen enviando sms

I just received another SMS

acabo de recibir otro SMS mas

Dear mariasm, given the casino not communicating with us at all, I would strongly recommend lodging a complaint at least with the data protection/marketing harassment agency (https://www.aepd.es/la-agencia/donde-encontrarnos) as this is beyond a simple error and is borderline harrassment and personal data misuse. Next week, I am taking this case to a discussion where future steps regarding Rabona Casino will be talked over. Afterwards, I will give you an update and recommend what to o next.

Thank you. Yes, I will take those steps as well. Would it be advisable to inform the licensing authority about this?

gracias. si dare esos pasos tambien. sería recomendable dar parte de esto a la autoridad licenciadora?

Dear Matej,

We have sent an email attached with evidence for your further review.

Dear mariasm,

We sincerely apologies for the delay in our response and for the promotions SMS as well. 

We have raised this issue on your behalf. Feedback will be provided to the relevant department shortly to ensure you no longer receives any promotional communications from our website. 

We are writing to provide clarification regarding your claim.

While you had initially requested to close your account on March 6, 2026, no specific reason was provided at that time. The complaint was subsequently escalated on Casino Guru on March 10, 2026. Following mediation with Veronika, on March 16, 2026, you had provided an email on March 22, 2026, stating your suffered due to gambling addiction.

Unfortunately, the account remained open until April 23, 2026. Consequently, we believe our liability for a refund should be limited to deposits made after March 23, 2026. The calculation is as follows:

Deposits: 2,207 EUR

Withdrawals: 1,000 EUR

Total Refund Amount: 1,207 EUR

We sincerely appreciate your patience during this time. Thank you for your understanding.  

We await your confirmation before proceeding with the refund.

Kind regards,

Rabona Casino team.

Thank you for looking into this problem for us, Rabona Casino. Please confirm the cessation of marketing spam ASAP, as it is already causing a lot of stress to the player, as well as bordering on personal harassment. Also, please let us know once the refund has been processed on your end, so we can move towards closing of this complaint. Thank you.

Dear mariasm, please let me explain how the Rabona representative arrived at the conclusions above, and why Casino Guru is considering this a standard approach.

Your original request for self-exclusion does not indicate any particular issue as a reason behind this decision. No distress, no mentioning of addiction or any personal problems whatsoever. Support staff even inquired about the reason, but none was given in your response. Due to this (and also the fact many people think "account closure" is the same as "self-exclusion"), the request from 6th March is viewed as regular account closure. In such cases, casino staff is able to try retaining the player by offering bonuses, extra services or leaving the account open - in case the player decides to return later on. All this time it is assumed you are not addicted, and could simply sotp playing and depositing at the casino.

Only on 22nd March, you have requestd self-exclusion due to gambling addiction, and therefore I agree with the casino's decision of refunding the deposits (minus any withdrawals) made after this point in time.

As for the amount in question, the casino has provided me with your cashier history, and it is shown as 2,207 EUR. Can you please double-check the transaction on your end? Is it possible you have paid 23 EUR as a transfer fee taken by the payment processor?

Good morning,

Just one point: the casino's support staff never asked me why. I haven't received any emails or been contacted in any way by support staff. Therefore, there can be no photographic evidence of such contact because it never happened.

The day before yesterday I received 2 text messages and yesterday another one.

I'm not going to get into the €23 difference, even though I have screenshots of the deposits. But I haven't received any refund.

What I want is to end this nightmare as soon as possible.

Buenos dias,

Solo un apunte: a mi el personal de soporte del casino nunca me preguntó por el motivo. No se me ha enviado ningún mail ni contactado de ninguna forma por parte del personal de soporte. Por tanto no puede haber prueba grafica de ese contacto porque no existio.

Anteayer recibi 2 sms y ayer otro más.

No voy a entrar en 23 euros de diferencia aunque si tengo las capturas de los depositos. Pero no he recibido reintegro alguno.

Lo que quiero es acabar con esta pesadilla cuanto antes

Good morning,

One week after the casino's reply:

1. I have not received a refund of the funds.
2. I have received:
3. 2 SMS messages on Saturday, May 2nd at 11:01 and 17:51
4. 1 SMS on Sunday, May 3rd at 11:01
5. 1 SMS on Monday, May 4th at 4:19 PM
6. 1 SMS on Tuesday, May 5th at 5:01 PM
7. 1 SMS on Wednesday, May 6 at 5:01 PM

I urge the casino to resolve both issues. I believe that both should have been resolved by now, given the timeframe for filing this complaint.

Thank you

Buenos días,

Una semana después de la contestación del casino:

1. no he recibido el reembolso de los fondos.
2. he recibido:
3. 2 sms el sabado 2 de mayo a las 11:01 y a las 17:51
4. 1 sms el domingo 3 de mayo a las 11:01
5. 1 sms el lunes 4 de mayo a las 16:19
6. 1 sms el martes 5 de mayo a las17:01
7. 1 sms el miercoles 6 de mayo a las 17:01

Insto al casino a solucionar ambas cosas. Creo que en el plazo que se ha abierto esta reclamacion ambas cosas tendrían que estar solucionadas ya.

Gracias

Dear mariasm,

We have sent an email requesting for bank details to proceed with the refund amount of 1,207 EUR.

Regarding your concerns about the SMS notifications you continue to receive from Rabona Casino, we kindly request you to please provide screenshots of these messages, ensuring the dates are visible.

While we previously escalated this matter to the relevant department, these additional details will allow us to conduct a more thorough investigation with them.

We look forward to your update.

Kind regards,

Rabona Casino team.

Dear Casino Rabona,

I've attached screenshots and I warn that if this doesn't stop and everything isn't resolved, I will proceed to inform the licensing agent of the violation on Monday.

I HAVE NOT RECEIVED ANY EMAILS REQUESTING BANK DETAILS . But I already told you through this channel to make the payment to the IBAN I provided for the withdrawal, which ends in 5620. You already have that information, as it is the same bank IBAN you used for the last withdrawal of 1000 euros.

It feels like they're dragging everything out, and that's not good for me.

I want to close this now, please.

Estimado Casino Rabona,

Adjunto capturas y advierto que si esto no cesa y solucionan todo ya procederé el lunes a informar al agente licenciador de la vulneración.

NO HE RECIBIDO NINGUN CORREO SOLICITANDO DATOS BANCARIOS. Pero ya les dije a través de este medio que hicieran el abono en el IBAN que ya les facilite para el retiro que termina en 5620. Ese dato ustedes ya lo tienen, pues es el mismo IBAN BAncario en que si hizo el ultimo retiro de 1000 euros.

Da la sensación de que están dilatando todo en el tiempo y esto no es bueno para mi.

Quiero cerrar esto ya, por favor.

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 Majet,

I have a feeling the casino is dragging its feet. I've sent you, with a copy to the casino, a bank statement so they can make the deposit.

All the best

Estimado Majet,

Tengo la sensación de que el casino esta dilatando el proceso. Le he mandado a usted con copia al casino un certificado de cuenta para que me hagan el ingreso.

Un saludo

Dear mariasm,

We can confirm we had sent an email on May 8, 2026, requesting for your complete bank details. However, we kindly request you to please review your email inbox. We also recommend checking your spam folder to ensure the message was not redirected there.

We have sent an evidence to Matej to support our aforementioned statement.

We look forward to your update.

Kind regards,

Rabona Casino team.

I have not received any email, as I reported before.

Today I sent a copy to "> " target="_blank" rel="nofollow ugc noopener noreferrer"> matej.l@casino.guru already support@rabona.com Bank details. If you want me to send them to a different email address, write here which email address I should send it to.

And please, speed up the process because if you let 6 days pass each time you write, you are delaying the process.

I keep receiving SMS messages, the last one was this Saturday.

No he recibido correo alguno, tal y como informe antes.

En el día de hoy he enviado con copia a matej.l@casino.guru y a support@rabona.com los datos bancarios. Si quieren que se los envie a otro correo distinto escriban aqui a que correo lo mando.

Y por favor, agilicen el tramite porque si cada vez que escriben dejan pasar 6 dias estan dilatando el proceso.

Sigo recibiendo SMS, el ultimo este sabado.

Not sure what is going on, as it seems like both sides e-mailed each other and nothing has been received by either. It could be helpful to check spam folders on both ends.

Since I have been CCed into the message sent by the player to the support team with banking details, I have attached them to my last message to the casino, to seped up the process.

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

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.