Rabona Casino - general discussion (page 26)

Thank you, Jaro, for the clarification.

I understand now that the casino hasn’t been invited to the discussion yet.

I’ll wait for Tomas and the team to move forward before adding more updates.

Just please confirm if all my submitted materials (the legal notice, videos, and chat logs) have been received and are visible on your side.

Once the casino is officially invited, I’ll cooperate fully.

I sincerely hope the process can move forward this week so the case can finally be reviewed and resolved.

This situation has been emotionally exhausting, but I remain patient and committed to full cooperation with the Casino.Guru team.

Thanks again for your support and time.

— Abdulla Almalki

From what I've seen, everything should be visible. You sent a lot, and since your complaint is not the only one, you have to be patient. 

On the other hand, it's better than having nothing. Wait for Tomas to reply and then answer his questions. 

I firmly believe that it will turn out well, and I'll keep my fingers crossed for you.🤞

I need help with my complaint to Rabona. Could you help me?

Thank you so much.

Hello! I know this isn't the right place, but I need your help with my complaint. Thank you, and sorry for any inconvenience.

Unfortunately, I didn't find any submitted complaint in your account, so could you perhaps describe what issue you experience there?

Hello. Thank you for your reply.

My complaint is against Rabona. When I had a balance of €7,900, I decided to send an email to limit my bets to €5. They ignored my request, and I subsequently lost all my money (except for €1,000, which was withdrawn). Therefore, they disregarded my decision to limit my gambling. I am claiming the money I lost after requesting the limit. I believe that at that point, they should have protected me since I was requesting to limit my gambling.

I have screenshots and the email requesting the restriction. I also have several communications with Rabona.

Thank you in advance,

Hello, I double-checked the system and found out that both your attempts to complain failed. I expect you received my colleague's explanation on that.

Did you find it, please?

Out of curiosity, can you tell me if this casino offers those bet limits in its terms and conditions? Because if not, I fear this could be the main problem.

I understand that as a responsible gambling measure, users have the right to limit their bets. My complaint is that they haven't respected my right to responsible gambling. After this, they did close my account, even though I had requested it two days prior. Thanks again.

I see. Hence, I repeat my question:

"can you tell me if this casino offers those bet limits in its terms and conditions?"

Because if this is not in the rules, the casino can't provide it no matter what text you send to them.

I truly do not intend to be mean, but those "rights" you mentioned work both ways. Perhaps from the other perspective they respected your concerns and thus closed your account.

Thanks for the reply. I understand what you're saying.

My complaint is not based on the casino having "betting limits" in the T&Cs, but on Rabona offering Responsible Gaming tools, including manual controls when a user requests to limit their activity.

I requested a clear responsible gambling policy. The casino ignored it and allowed me to continue gambling and losing before closing my account days later. That's the core issue.

Regardless of whether a specific type of limit appears literally in the T&Cs, the casino has an obligation to protect the player when the player expresses concern about its conduct.

My complaint is that Rabona did not implement any protective measures following my explicit request.

Thank you again; I can now understand what you're saying much better.

Can you describe what responsible tools this casino offers in its terms and how the support or chat communicated with you about setting the possible options and limits?

I believe it is directly related to the part where you say that they did not help you.

I also believe it is critical to understand what the casino actually offers, how you specifically requested assistance, and what the outcome was.

Such an overview may serve as an example of how it works in this particular casino and spare others possible complications.

bro what happened? is this about deposits or withdrawals? i had a good one and i'm hoping it will continue this way

According to Rabona's terms and conditions, the casino claims to have Responsible Gaming tools in place, including manual restrictions applied by its team when requested by the player.

I used precisely that system: I asked support via email for a clear measure to limit bets as protection, explaining that I needed it to control my behavior.

The casino received my request, but didn't apply any limitations. They didn't offer me any alternatives or provide any effective tools. They simply ignored the request until I closed my account days later.

This is the central point: Rabona did not apply any protective measures even when I explicitly requested them, which demonstrates that their Responsible Gaming tools do not work in practice.

The result was that I was still able to bet freely despite having requested otherwise. This is exactly what caused the problem.

Thanks again,

Okay, just one question: what specific tools are mentioned in the rules, please?

Because now you once more refer to bets, while you previously said, "My complaint is not based on the casino having "betting limits" in the T&Cs, but on Rabona offering Responsible Gaming tools, including manual controls when a user requests to limit their activity."

I'll try to put it simply: did you specifically request the options mentioned in the rules, or did you ask for something not mentioned in the rules, please?

I believe I explained the necessity of concrete information from both sides, so if we are about to proceed like this, please provide screenshots. What you requested, what the casino told you. That could truly help both of us avoid misunderstandings.

On October 27th at 6:42 PM, I sent an email to Rabona explicitly requesting a maximum betting limit of €5 per bet. This tool is NOT something invented or outside their rules: it is part of the Responsible Gaming policies that Rabona claims to offer its users.

Despite my clear request, the limitation was not applied, and I was able to continue betting without any restrictions. This constitutes a clear failure in the implementation of their player protection measures.

My claim is based solely on this fact:

I requested a specific limitation that the operator offers and is obligated to apply, but Rabona did not activate it and allowed me to continue betting.

For this reason I request a refund of the existing balance from the moment I sent the limitation request, which amounted to €7,983.03, less the €1,000 withdrawn, leaving a total of €6,893.03.

Thanks again,

I see, thank you.

Can you please specify where Rabona Casino provides a tool that allows users to limit their best bets to a specific amount?

That would allow us to see the big picture, as those screenshots are from the communication regarding your official complaint or bet limit, not the safer gambling tool discussion. The only thing I still see associated with your claim is the email you sent to support.

I understand you may see things differently; however, until the players ask for an account closure due to gambling addiction, it is mainly their responsibility to play responsibly.

Thus, I'm convinced that's why your complaints were rejected, though I'd like to be certain.

Hello again,

I haven't found where that's specified. In any case, I believe it falls under consumer protection.

On the other hand, I also want to file a complaint against Rabona because it masks its transactions by linking the MCC to one that has nothing to do with the final destination (betting). I have proof of this: transactions to illegal betting sites in Spain, like Rabona, could never be completed, and Rabona knows this and masks the MCC to avoid being blocked.

Well, "consumer protection" is a general term. It is hence very much advised to respect casino rules in the first place, especially in case you feel vulnerable toward gambling.

Casinos can only offer the procedures they specify in their terms, and it is very dangerous to assume otherwise.

Please always read the terms carefully. Vulnerable players should be very picky about the casinos, because responsible tools are not guaranteed by every single operator; the options should reflect the rules.

MCC codes are, of course, a different matter, and I hope that the appropriate authority will respond to your inquiry. However in my opinion the global situation with third-party payment providers for locally unlicensed casinos is not in favor of addicted players. 🙁

My account wasn't closed until I lost all my money. I need a Rabona representative to come to the forum and clarify my situation.

Thanks again.

Hello, I understand you have your own expectations about this matter; I believe the reality works differently though.

In my opinion, it makes sense to use all the knowledge you can get to avoid a similar situation.

Please read my previous replies to stay a bit safer. If you feel compulsiveness, do all you can to avoid gambling.

There is also no such representative available in this thread or basically on the forum, I'm afraid.

This is not an option, I'm sorry.