Rabona Casino - Igrač zahteva povraćaj novca nakon zatvaranja naloga.

Casino Name: Rabona Disputed Amount: 3,336 EUR Language: English

Subject: Systematic failure of self-exclusion, predatory VIP tactics, and disregard for the Register of Excluded Persons (RVO).

Text of the Complaint: I am filing this formal complaint against Rabona Casino due to their persistent refusal to honor my self-exclusion requests and their use of predatory marketing tactics to exploit my gambling addiction.

1. Ignored Self-Exclusion Request (Nov 21st): On November 21, 2025, at 20:15 CET, I sent an official email to vip@rabona.com clearly requesting the permanent closure of my account and the deletion of my personal data (GDPR). I explicitly informed the casino about my gambling struggle and the fact that I am officially registered in the Slovak National Register of Excluded Persons (RVO). Despite this, the casino failed to restrict my access.

2. Predatory VIP Tactics and "Bonus Bombing": Instead of closing my account, the casino launched an aggressive campaign to keep me playing.

Manual Interference: VIP Manager Richard manually added a bonus to my account without my request or consent. As shown in the attached evidence, the email notification was sent only after the bonus was already active.

Unsolicited Offers: During the following weeks, I was bombarded with multiple unsolicited bonus offers and "Christmas cashbacks" from the VIP team (e.g., from VIP Manager Juan), which were clearly intended to lure me back and encourage further deposits.

3. Escalation and Final Closure: The casino continued to allow me to deposit and play for another month. It was only after I sent a final, stern email threatening to report their conduct to the gambling regulators that they finally took action and blocked my account. This immediate reaction to a legal threat proves that the casino was technically capable of closing my account on November 21st, but chose to exploit me instead.

4. Financial Impact: Because the casino deliberately ignored my requests and used manipulative tactics, I was able to deposit an additional 3,336 EUR between November 21st and December 21st. These deposits were processed through various masked merchant names (such as Buton, Zentoria, Naale LTD, and https://www.google.com/url?sa=E&source=gmail&q=Loomtix.com) to bypass banking filters.

Evidence Prepared to Provide:

Official closure request (Nov 21).

Screenshots of unsolicited bonuses added by Richard and Juan.

My "stern email" with the threat of regulatory action and the casino’s immediate response.

Bank statements (Revolut) showing the 3,336 EUR in deposits.

Conclusion: I demand a full refund of the 3,336 EUR deposited after my initial request. The casino’s behavior was not only negligent but actively predatory, violating all standards of Responsible Gambling.

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 mentioned gambling addiction in any of your account closure requests? So far, you uploaded only one screenshot from November 21, and it does not contain any mention of gambling addiction.
• Have you received any response from the casino to your email from November 21?
• Have you requested account closure more than once? If there are more conversations regarding this request, please forward them to me, along with the casino's responses, to veronika.f@casino.guru.
• When exactly was your account finally closed?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Veronika,

Thank you for your follow-up questions. Allow me to provide a detailed response and explain the context of the entire situation, which is crucial for a fair assessment of my case.

1. The Psychology of Addiction and the Casino's Duty of Care

You asked if I explicitly used the word "addiction" in my initial request. I want to emphasize that requiring a player in an acute phase of gambling problems to self-diagnose and use a specific legal phrase is contrary to the principles of Responsible Gambling. Addiction is inherently accompanied by denial and shame.

When a player repeatedly sends emails requesting permanent account closure, a casino providing services that cause addiction has a Duty of Care. A professional operator should respond by asking, "Are you experiencing a gambling problem?" or proactively block the account. Rabona Casino did the exact opposite—they ignored my requests and, instead of helping, sent me bonus offers.

The peak of their unethical behavior was when they credited a bonus (e.g., €150) to my account automatically without my consent, even though I had not requested it. By doing this, they literally forced me to continue playing to meet wagering requirements, which I consider an aggressive and predatory practice aimed at keeping a vulnerable player in the system.

2. Bypassing Bank Protections and Violating VISA/Mastercard Rules

Furthermore, I had an active "Gambling Block" on my Revolut application. Rabona Casino intentionally bypassed this protection mechanism by using payment gateways that masked transactions under incorrect MCC codes (e.g., appearing as "digital goods" or other services).

By doing so, the casino is in gross violation of VISA and Mastercard rules, which strictly prohibit coding gambling transactions under different categories (known as transaction laundering). The fact that one of these payment gateways has already refunded my deposits after my complaint is a clear admission that these transactions were illegitimate and violated financial market regulations.

3. Misuse of Personal Data for Marketing (Dude Spin)

The fact that Rabona does not care about player safety is further proven by what happened after my account was finally closed (following very firm communication). Just a few days later, I received a marketing SMS from Dude Spin casino. This casino operates on the same platform and belongs to the same network. It is alarming that their system can instantly share my contact details for marketing purposes but fails to use them to prevent me from playing across their brands (cross-brand self-exclusion).

4. Illegal Operations in the Slovak Market

Rabona Casino actively targets Slovak players (Slovak website localization, Slovak support, and geolocation) despite not holding a license from the Slovak Office for the Regulation of Gambling (URHH). According to several court rulings within the EU (e.g., Austria, Germany), the contractual relationship between a player and an unlicensed casino is void from the beginning. It is paradoxical that a casino that knowingly breaks national laws and bypasses credit card company rules now demands a specific phrase from me to fulfill its protection obligations.

Current Steps

I have officially requested a full disclosure of my personal data (GDPR Subject Access Request) from Rabona Casino, including the complete archive of email communications and chat history. I believe these documents will clearly demonstrate my efforts to close the account at an early stage.

I am sending all relevant screenshots, confirmation of the refunded payments from the gateway, the SMS from Dude Spin, and evidence of the unsolicited bonuses in a separate email to your address (veronika.f@casino.guru).

I trust that Casino.guru will evaluate this case based on the casino's overall conduct and not just on the absence of a single specific sentence in an email.

Best regards,

Hello Luboss,

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

Hello Luboss,

Thank you for your detailed follow-up and for taking the time to explain your perspective. We understand that this situation is difficult, and we appreciate the effort you have put into describing the broader context of your experience.

After carefully reviewing all the information provided so far, we must explain why we are unfortunately unable to proceed with this complaint.

First, regarding the account closure request from November 21: based on the evidence available, your initial email requested account closure and data deletion but did not explicitly state that the request was related to gambling addiction or a need for responsible gambling protection. Casinos are generally required to apply immediate responsible gambling measures (such as permanent self-exclusion) only once a gambling problem is clearly communicated. While we understand your argument about duty of care and the psychology of addiction, Casino Guru must assess complaints based on verifiable communication and documented requests rather than assumptions about intent.

Second, complaints related to responsible gambling failures, VIP marketing practices, payment processing methods (including alleged MCC manipulation), data sharing between brands, or the legality of casino operations in a specific country fall outside the scope of what we can effectively resolve. These matters involve regulatory compliance, payment providers, licensing authorities, or data protection regulators, and they are not issues where Casino Guru can act as a mediator or secure financial compensation for players.

Because of the above, we are unable to continue investigating this complaint or pursue the requested refund through our platform. This complaint will therefore be rejected.

Thank you for your understanding, and we are sorry that we could not assist you further in this case.

Best regards,

Veronika

Casino.Guru Team

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.