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Rabona Casino – Failure to Implement Permanent Self-Exclusion After Repeated Responsible Gambling Requests

Hello,

I am submitting this complaint regarding Rabona Casino's handling of my repeated responsible gambling and permanent self-exclusion requests.

Summary

I informed Rabona Casino on multiple occasions that I have a gambling problem and requested that my account be permanently self-excluded. Despite these requests, I was still able to access my account and deposit a total of AUD $7,088 after my initial self-exclusion request.

I believe the casino failed to act appropriately after being notified that I was experiencing gambling-related harm.

Timeline

12 May 2026 – First self-exclusion request

I emailed support@rabona.com stating:

"I have a gambling problem please self exclude my account."

This was a clear request for permanent self-exclusion due to gambling addiction.

I did not receive confirmation that my account had been permanently excluded.

2 July 2026 – Formal responsible gambling complaint

After receiving no satisfactory resolution, I sent a formal complaint to Rabona explaining that I had submitted responsible gambling and permanent self-exclusion requests across several Rabidi N.V. casinos, including Rabona.

I requested:

Permanent exclusion from all relevant Rabidi-operated brands.

A review of the handling of my responsible gambling requests.

Confirmation that my exclusion would apply across all current and future brands operated by the same group.

Removal of my personal data where appropriate.

A review of deposits accepted after my self-exclusion requests.

10 July 2026 – Final permanent closure request

I again emailed Rabona's Responsible Gambling Team requesting:

Immediate permanent account closure.

Permanent self-exclusion.

No future reopening of my account.

No marketing communications.

Written confirmation once the exclusion had been implemented.

I specifically requested that the casino process my exclusion immediately without asking further questions.

Deposits accepted after my responsible gambling request

Despite informing Rabona on 12 May 2026 that I had a gambling problem and requesting permanent self-exclusion, I was still able to continue gambling.

The deposits accepted after my responsible gambling request totalled AUD $7,088:

8 Jul 2026 – $50

9 Jul 2026 – $75

9 Jul 2026 – $90

9 Jul 2026 – $41

10 Jul 2026 – $50

10 Jul 2026 – $50

10 Jul 2026 – $8

11 Jul 2026 – $60

11 Jul 2026 – $32

11 Jul 2026 – $80

12 Jul 2026 – $50

12 Jul 2026 – $50

15 Jul 2026 – $150

15 Jul 2026 – $500

15 Jul 2026 – $200

15 Jul 2026 – $536

15 Jul 2026 – $590

15 Jul 2026 – $990

15 Jul 2026 – $16

16 Jul 2026 – $990

16 Jul 2026 – $990

16 Jul 2026 – $940

Total: AUD $7,088

Why I am making this complaint

I clearly informed the casino that I had a gambling problem and requested permanent self-exclusion. In my view, once a customer makes such a request, the account should be restricted as soon as reasonably possible in accordance with the casino's responsible gambling procedures.

Instead, I remained able to access my account and continue depositing significant amounts of money.

I have retained copies of all emails sent to Rabona together with my deposit history and can provide these to Casino Guru if required.

Resolution requested

I respectfully ask Casino Guru to investigate whether Rabona complied with its Responsible Gambling Policy after receiving my repeated permanent self-exclusion requests.

If Casino Guru concludes that Rabona failed to implement my self-exclusion appropriately, I request that the casino:

Review the handling of my responsible gambling requests.

Refund the AUD $7,088 deposited after my self-exclusion request should reasonably have been acted upon.

Provide a written explanation of why my account remained active after I disclosed my gambling addiction and requested permanent self-exclusion.

Confirm that my account is permanently self-excluded and that I will not receive any future promotional communications.

Thank you for taking the time to review my complaint.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any responses from the casino’s customer support regarding your self-exclusion requests?
• Am I correct in understanding that your account is still open?
• Have you tried contacting support through any other channels besides email, such as social media or live chat?
• Have you completed the full KYC verification at this casino?
• Have you contacted the casino using the email address you used to register your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Thank you for your prompt reply, here are the answers to your questions.

• No response via email, I followed up via webchat who redirected me back to the same email.
• That is correct they still have not closed the account
• Yes via live chat, I haven't contacted via social media as I don't wish to have my social media accounts involved
• They have not allowed KYC as it says my account doesn't require it and won't let me verify (screenshot attached)
• Yes, (screenshot attached)

Thank you for your response.

• Could you please forward me all the account closure requests you sent to the casino as .eml attachments, rather than screenshots? My email address is veronika.f@casino.guru.
• Did you contact Rabona Casino via email between 12 May and 2 July to follow up on your account closure request, since you did not receive any response to your initial email?
• Have you ever received a response to any emails you previously sent to the casino's support email address? These do not necessarily have to be related to self-exclusion or account closure.

Please note that without evidence showing that the casino received your self-exclusion requests, we cannot conclude that the casino was aware of your request and failed to protect you.

Hi Veronika,

Thank you for your response. I have sent an email with the requested information. Has Rabona replied to provide their response to Casino Guru?

So far I have shown that I emailed on multiple occasions (including again recently after they tried to move me to their VIP program) That

1) Rabona knew my user ID was linked to the email address I sent from

2) That the email address I sent to was correct and is listed both on their website and in their webchat as the place to contact for self-exclusion requests

3) That multiple emails were sent prior to the losses

4) Subsequent to the losses I was encouraged to enter the VIP program (this was sent to my email I sent my emails from again confirming they knew my email was linked to my account

How could they claim to have not recieved the multiple emails I sent to their publicly listed email address.. Also is this a precedent we would like to set? Where Casinos can claim they did not recieve multiple emails (sent by customers who's email is listed on their customers accounts )

My emails did not bounce back, they did not get stuck in the outbox, they were sent to the casino and multiple times and they had my information to be aware of who it was from and verify it.

Kind regards.

William

Hello willp1,

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

Dear willp1

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, Igor (igor.p@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,

Veronika

Dear willp1,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Rabona Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Rabona Casino representative to join this conversation and participate in resolving this complaint.

Dear Rabona Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear willp1,

Thank you for reaching out to us.

Please be informed that your account has been permanently closed upon your request.

In order to further investigate your claim we would kindly ask you to attach screenshots of the emails send on the 02. and 10.07 where your email address and the receiver email address are clearly visible.

Thank you for your understanding.

Kind regards,

Rabona Team

Dear Rabona Casino,

I have shared multiple screenshots of the player’s self-exclusion requests in this message.

Please review them and let us know your findings.

Dear willp1,

Thank you for your patience.

We would kindly ask you to check your emails where we offered you a refund in the amount of 7088 AUD.

We hope this finds you well.

Kind regards,

Rabona Team

Dear willp1,

The casino sent you an email with a refund offer of AUD 7,088. Please review it and let us know once you have a chance to reply to it.

Hi

thank you so much for your consideration and offer

i have accepted and provided my details via email seperately

Dear Rabona Casino,

The player provided their bank details via email.

Please review the email and let us know once there is any news to share.

Dear willp1,

Thank you for your patience.

We are happy to inform you that the transaction has been successfully complete.

We thank you for your understanding and cooperation.

Kind regards,

Rabona Team

Dear willp1,

According to the casino, the refund was fully processed on their side.

Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

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

Dear willp1,

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,

Igor

We’ve reopened this complaint at the request of willp1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Rabona Casino,

We have received information indicating that three additional deposits totaling AUD 606 may have occurred after the period covered by the original refund. Please provide the player’s transaction ledger from 17 July until the account was permanently restricted.

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Casino Guru Representative,

Please be advised that your request has been received and forwarded to the relevant department for further investigation. As soon as an update becomes available, we will notify you immediately.

Thank you for your patience and cooperation.

Kind regards,

Rabona Casino Team

Dear Rabona Casino,

Thank you for your response and for informing us that you are looking into this request.

Please reply when there is any update regarding this case.