Rabona Casino - discussione generale (pagina 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.

Necesito ayuda con mi queja a Rabona. Podriáis ayudarme?

Muchas gracias.

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

Hola! Se que este no es el sitio pero necesito que me ayudéis con mi queja. Gracias y disculpa las molestias que pueda ocasionar.

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 They ignored my request, and I subsequently lost all my money (except for €1,000, which was withdrawn).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,

Hola. Gracias por tu respuesta.

Mi queja es para Rabona, cuando tenía un saldo de 7.900€. Decidí enviar un email para limitar mis jugadas a 5€. No hicieron caso y después perdí todo el dinero (menos 1.000€ que fueron retirados). Por lo tanto, no respetaron mi decisión de limitar mi juego e hicieron caso omiso. Reclamo el dinero perdido después de pedir la limitación. Entiendo que en ese momento me deben proteger ya que estoy solicitando limitar mi juego.

Dispongo de capturas de pantallas y del email de solicitud de limitación. Además de varias comunicaciones con Rabona.

Gracias de antemano,

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.

Entiendo que como medida de juego responsable el usuario tiene el derecho de limitarse las apuestas. Mi queja es porque no han respetado el juego responsable del usuario. Después de esto si que me cerraron la cuenta después de pedirlo 2 días antes. Gracias de nuevo,

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.

Gracias por la respuesta. Entiendo lo que comentas.

Mi reclamación no se basa en que el casino tenga "limites de apuesta" en los T&C si no en que Rabona ofrece herramientas de Juego Responsable, incluyendo controles manuales cuando un usuario solicita limitar su actividad.

Yo solicité una medida clara de juego responsable. El casino la ignoró, y permitió que siguiera apostando y perdiendo antes de cerrar mi cuenta días después. Ese es el problema central.

Independientemente de si un tipo concreto de límite aparece literalmente en los T&C, el casino tiene obligación de proteger al jugador cuando este manifiesta preocupación por su conducta.

Mi queja es que Rabona no aplicó ninguna medida de protección tras mi solicitud explícita.

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,

Según los términos y condiciones de Rabona, el casino afirma disponer de herramientas de Juego Responsable, incluidas restricciones manuales aplicadas por su equipo cuando el jugador lo solicita.

Yo utilicé precisamente ese sistema: pedí al soporte mediante email una medida clara de limitación de apuestas como protección, explicando que lo necesitaba para controlar mi conducta.

El casino recibió mi solicitud, pero no aplicó ninguna limitación. No me ofrecieron alternativas, ni me proporcionaron ninguna herramienta efectiva. Simplemente ignoraron la petición hasta que cerré la cuenta días después.

Este es el punto central: Rabona no aplicó ninguna medida de protección aun cuando yo la solicité de forma explícita, lo cual demuestra que sus herramientas de Juego Responsable no funcionan en la práctica.

El resultado fue que seguí pudiendo apostar libremente pese a haber pedido lo contrario. Esto es exactamente lo que generó el problema.

Gracias de nuevo,

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,

El 27 de octubre a las 18:42 envié un correo a Rabona solicitando de forma explícita un límite máximo de apuesta de 5 € por apuesta. Esta herramienta NO es algo inventado ni fuera de sus reglas: forma parte de las propias políticas de Juego Responsable que Rabona declara ofrecer a los usuarios.

A pesar de mi solicitud clara, la limitación no fue aplicada y pude seguir apostando sin ningún tipo de restricción. Esto constituye un fallo evidente en la implementación de sus medidas de protección al jugador.

Mi reclamación se basa exclusivamente en este hecho:

Pedí una limitación concreta que el operador ofrece y está obligado a aplicar, pero Rabona no la activó y permitió que continuara apostando.

Por ese motivo solicito el reembolso del saldo existente desde el momento en que envié la solicitud de limitación, que ascendía a 7.983,03 €, menos los 1.000 € retirados, quedando un total de 6.893,03 €.

Gracias de nuevo,

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.

Hola de nuevo,

No he encontrado donde se específica eso. En cualquier caso creo que forma parte de la protección al consumidor.

Por otro lado, quiero también abrir disputa contra Rabona ya que enmascara sus transacciones relacionando el MCC de estas con otro que nada tiene que ver con el destino final (apuestas). De eso si tengo pruebas, las transacciones a casa de apuestas ilegales en España como es el caso de Rabona nunca se podrían llegar a efectuar y Rabona lo sabe y enmascara el MCC para evitar bloqueos.

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.

El cierre de mi cuenta no se llevó a cabo hasta que perdí todo el dinero. Necesito que un representante de Rabona entre en el foro y aclare mi situación.

Gracias de nuevo.

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.