Rabona Casino - Pelaajan omaehtoista pelikieltoa koskevaa pyyntöä ei oteta huomioon.

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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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