Rabona Casino - O pedido de autoexclusão do jogador foi ignorado.

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

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.

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.

Good morning,

I've checked my spam folder and I haven't received any messages. However, I'm still receiving text messages.

I request that everything be resolved this week as I am being forced to report this to the licensing agent and the data protection authorities.

Buenos dias,

Yo he revisado bandeja se spam y no tengo ninguna comunicación. Lo que si sigo recibiendo son SMS

Ruego se soluciones todo esta semana ya que me estan obligando a dar parte al agente licenciador y a la protección de datos.

Dear mariasm, I believe the messaging should be reported to the authorities no matter how this gets resolved, as this is beyond "annoying" and already in the "unlawful" territory. However, I just realised something - did you ever made a secondary account, using this same mobile number at Rabona? What could be happening is, that while the marketing options were disabled on this account, they could still be enabled on another account.

Also, I have asked our affiliation team to contact Rabona representative again, to speed up the resolution. Hopefully, we will get an answer shortly.

Hello Majet ,

I only have one account.

Hola Majet,

Sólo tengo una cuenta.

Dear mariasm,

To facilitate the refund amount of 1,207 EUR, please provide your bank details here on this Casino Guru thread in the same format requested below:

• Full Name (please include all names including middle names) :
• E-mail :
• Bank Account’s Owner name :
• IBAN/Account no. :
• Bank Name :
• Bank location (Country) :
• SWIFT/BIC :

We look forward to receiving these details at your earliest convenience.

Kind regards,

Rabona Casino team.

Are you crazy???? How am I supposed to post my personal information publicly here???

I've already sent them the bank certificate with all the details. I'm also sending it to Majet.

Pero estamos locos???? Como voy a poner aquí mis datos públicamente???.

ya les he enviado el certificado bancario donde figuran todos los datos. También se los mando Majet

Dear mariasm, thank you for not posting your banking details here, I would have to delete them anyways, for safety reasons. Sending them via e-mail to the casino's support team is enough, and I can confirm reception of the said message.

Dear Rabona Casino, pelase let us know once the refund has been processed on your end and confirm the SMS messages have been turned off. 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.

Dear Majet;

I believe the casino is deliberately delaying the process. Every time they write something, the deadline is extended by 7 days, and it's been two months now.

You sent them the document yourself so they could make the payment. Besides, I'm still receiving text messages.

This is harming me a lot emotionally and financially.

If the casino acted in good faith, this would already be resolved.

Estimado Majet;

Creo que el casino esta dilatando el proceso a mala fe. Cada vez que escribe algo se amplia el plazo 7 dias y así llevamos ya dos meses.

Tu mismo les enviaste el documento para que hicieran el abono. ademas sigo recibiendo SMS.

Esto me esta perjudicando mucho emocionalmente y economicamente.

Si el casino tuviera buena fe esto ya estaría solucionado

Dear mariasm, once again I urge you to report this to the authorities mentioned previously.

Casino Guru is not a judiciary body, neither a law firm, and while we are taking internal steps towards the future regarding Rabona Casino, we can't make casinos do what we believe is right, only explain the situation, appeal on the correct procedures and rating impact the actions (or lack of them) will have. Rabona is already on shortened timer for responses and if nothing happens, the case will be closed as unresolved.

I urge the casino to resolve this immediately, please. This is causing me a great deal of distress, and I don't want to file any more complaints.

Please fix it

Ruego al casino que solucione esto ya, por favor. De verdad que esto me esta generando mucha angustia y no quiero hacer mas denuncias.

Por favor, solucionenlo

The casino stated they would issue a refund of €1,207, but to date I have not received any payment or proof of transfer. I request that the claim not be closed as resolved, since the agreement announced by the casino has not been honored.

El casino indicó que realizaría un reembolso de 1.207 €, pero a fecha de hoy no he recibido ningún pago ni comprobante de transferencia. Solicito que la reclamación no se cierre como resuelta, ya que el acuerdo anunciado por el casino no se ha cumplido.

Dear mariasm,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, right now I am unable to confirm what license this casino holds (if any).

I am really sorry I could not be of more help on this occasion, and the only other thing I can suggest is for you to install free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, please do not forget to submit a complaint with the local data protection/marketing harassment agency https://www.aepd.es/la-agencia/donde-encontrarnos.

Best regards,

Matej

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

I appreciate the gesture. And I hope this ends as soon as possible, please.

Agradezco el gesto. Y espero que esto termine cuanto antes por favor

Dear mariasm,

Please accept our sincere apologies for the delay in processing your refund.

We have re-escalated your banking details to the relevant department to expedite the request. Our team is working to ensure all necessary protocols are followed to complete this transaction.

We anticipate providing you with a final update in the near future.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much for your support. 

Kind regards.

Rabona Casino team.

Dear Rabona Casino, please let us know as soon as the refund has been processed.

They sent text messages again yesterday

ayer volvieron a mandar sms

I don't understand why they ask to open the case and then do the same thing again.

I'm still receiving SMS messages, the last one was this Saturday.

Therefore, there are no more opportunities on my part, and I will begin the legal process with the entities I mentioned, Majet.

I take this opportunity to thank Majet for their involvement and good work.

Thank you

No entiendo para que piden abrir el caso y luego vuelven a hacer lo mismo.

Tambien sigo recibiendo SMS, el ultimo este sabado.

por tanto ya no hay, por mi parte más oportunidades e iniciare la parte legal con las entidades que menciono Majet.

Aprovecho para agradecer a Majet su implicación y buen hacer.

Gracias

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 mariasm,

We are pleased to inform you that your refund of 1,207 EUR, has been successfully processed, and the funds were dispatched from our end on June 6, 2026.

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Kind regards,

Rabona Casino team.

I haven't received anything.

All I keep getting are constant text messages. The last one was this past Saturday.

Yo no he recibido nada.

lo único que sigo recibiendo son SMS constantemente. El último este sábado.

Dear mariasm, please allow the above-mentioned 3-5 working days for payment reception. As it was finalised on Saturday, and payment institutions usualyl do not work on weekends, I guess oyu should get your money by the Friday the latest. If not, please let me know.

Also, I still urge you to escalate this commercial harrassment to all available entities.

Good afternoon,

I have received an income of 1207.

However, I find it much more serious that the messages DO NOT STOP.

I have spoken to the lawyer about this and I have informed the data protection agency this morning.

We would also appreciate it if you could clarify under what license the casino operates so that we can initiate proceedings against it.

I would also like the case not to be closed as entirely favorable simply because part of the money was returned, since the association's lawyer indicates that the casino should have responded to the initial email if there were any doubts, which it never did. Furthermore, I am suffering constant harassment through text messages sent to my mobile phone.

all the best

Buenas tardes,

He recibido un ingreso de 1207.

No obstante, me parece mucho más grave que NO CESEN los mensajes.

He hablado esto con el abogado y lo he puesto en conocimiento de la agencia de protección de datos esta misma mañana.

Así mismo, quisiéramos si nos podeis aclarar bajo que licencia actúa el casino para iniciar expediente con el mismo.

Tambien quisiera que no se cierre el caso como absolutamente favorable solamente por el hecho de devolver parte del dinero ya que el abogado de la asociación indica que en el primer correo el casino tenia que haber contestado en caso de duda cosa que nunca hizo. Y a mayores estoy sufriendo un acoso constante a través de los sms que mandan al movil.

un saludo

Dear mariasm, thank you very much for the confirmation.

As the account has been closed, the refund issued, but the marketing communication is still an ongoing problem, I will mark this complaint as partially resolved. This is due to the fact that the casino has continuously ignored our pleas for ceasing the marketing communication, and I do not believe keeping this complaint open further would yield different result. If you ever confirm the messages have stopped, it could be reclassified as resolved later on.

We would also appreciate it if you could clarify under what license the casino operates so that we can initiate proceedings against it.

As mentioned before, this casino is unlicensed and therefore no gambling authority would officially investigate the matter. However, from my recollections, I have heard that Spanish gaming licensor does respond to issues logged even against unlicensed casinos, so I think it is worth a try. Link: https://www.ordenacionjuego.es/denuncias-reclamaciones

If you have not done so yet, please do 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 guide what to do and how to officially lodge a complaint and get your data protected.

Furthermore, I will forward this issue to our affiliate team, to try reaching someone from higher management, in hopes that they will do something about this problem.

Lastly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead.

I will now lock this thread, but in case of further issues, questions or need of my help, please do not hesitate to contact me via e-mail (matej.l@casino.guru) and I will reply as soon as I can. Thank you for your understanding.

Kind regards,

Matej

We’ve reopened this complaint at the request of mariasm. We have been informed that the casino is yet again sending the promotional messages and bonus offers to the player, and would like to ask the casino to cease the marketing communication, as well as provide an explanation. 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.

Dear mariasm,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Once again, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence / is using fake license, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej