Rabona Casino – generel debat (side 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.🤞

Jeg har brug for hjælp med min klage til Rabona. Kan I hjælpe mig?

Mange tak.

Hej! Jeg ved, at dette ikke er det rette sted, men jeg har brug for din hjælp med min klage. Tak, og undskyld ulejligheden.

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

Hej. Tak for dit svar.

Min klage er mod Rabona. Da jeg havde en saldo på €7.900, besluttede jeg at sende en e-mail for at begrænse mine indsatser til €5. De ignorerede min anmodning, og jeg mistede efterfølgende alle mine penge (undtagen €1.000, som blev hævet). Derfor ignorerede de min beslutning om at begrænse mit spil. Jeg gør krav på de penge, jeg tabte efter at have anmodet om grænsen. Jeg mener, at de på det tidspunkt burde have beskyttet mig, da jeg anmodede om at begrænse mit spil.

Jeg har skærmbilleder og e-mailen, der anmoder om begrænsningen. Jeg har også haft flere kommunikationer med Rabona.

Tak på forhånd,

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.

Jeg forstår, at brugerne som en ansvarlig spilleforanstaltning har ret til at begrænse deres indsatser. Min klage er, at de ikke har respekteret min ret til ansvarligt spil. Efter dette lukkede de min konto, selvom jeg havde anmodet om det to dage før. Tak igen.

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.

Tak for svaret. Jeg forstår, hvad du mener.

Min klage er ikke baseret på, at casinoet har "indsatsgrænser" i vilkår og betingelser, men på, at Rabona tilbyder værktøjer til ansvarligt spil, herunder manuelle kontroller, når en bruger anmoder om at begrænse sin aktivitet.

Jeg anmodede om en klar politik for ansvarligt spil. Casinoet ignorerede den og tillod mig at fortsætte med at spille og tabe, før de lukkede min konto dage senere. Det er kerneproblemet.

Uanset om en specifik type grænse fremgår ordret af vilkår og betingelser, har casinoet en forpligtelse til at beskytte spilleren, når spilleren udtrykker bekymring over sin adfærd.

Min klage er, at Rabona ikke implementerede nogen beskyttelsesforanstaltninger efter min udtrykkelige anmodning.

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

Ifølge Rabonas vilkår og betingelser hævder casinoet at have værktøjer til ansvarligt spil på plads, herunder manuelle begrænsninger, der anvendes af deres team, når spilleren anmoder om det.

Jeg brugte præcis det system: Jeg bad supporten via e-mail om en klar foranstaltning til at begrænse indsatser som beskyttelse og forklarede, at jeg havde brug for det for at kontrollere min adfærd.

Casinoet modtog min anmodning, men indførte ingen begrænsninger. De tilbød mig ingen alternativer eller effektive værktøjer. De ignorerede simpelthen anmodningen, indtil jeg lukkede min konto et par dage senere.

Dette er det centrale punkt: Rabona anvendte ingen beskyttelsesforanstaltninger, selv da jeg udtrykkeligt anmodede om dem, hvilket viser, at deres værktøjer til ansvarligt spil ikke fungerer i praksis.

Resultatet var, at jeg stadig kunne spille frit, selvom jeg havde bedt om andet. Det var præcis det, der forårsagede problemet.

Tak igen,

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.

Den 27. oktober kl. 18:42 sendte jeg en e-mail til Rabona, hvor jeg eksplicit anmodede om en maksimal indsatsgrænse på €5 pr. indsats. Dette værktøj er IKKE opfundet eller noget, der ligger uden for deres regler: det er en del af de politikker for ansvarligt spil, som Rabona hævder at tilbyde sine brugere.

Trods min klare anmodning blev begrænsningen ikke anvendt, og jeg kunne fortsætte med at spille uden nogen restriktioner. Dette udgør en klar mangel i implementeringen af ​​deres spillerbeskyttelsesforanstaltninger.

Min påstand er udelukkende baseret på denne kendsgerning:

Jeg anmodede om en specifik begrænsning, som operatøren tilbyder og er forpligtet til at anvende, men Rabona aktiverede den ikke og tillod mig at fortsætte med at spille.

Af denne grund anmoder jeg om tilbagebetaling af den eksisterende saldo fra det øjeblik, jeg sendte anmodningen om begrænsning, som beløb sig til €7.983,03, fratrukket de €1.000, der blev hævet, hvilket giver et samlet beløb på €6.893,03.

Tak igen,

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.

Hej igen,

Jeg har ikke fundet et sted, hvor det er specificeret. Under alle omstændigheder mener jeg, at det falder ind under forbrugerbeskyttelse.

På den anden side vil jeg også gerne indgive en klage mod Rabona, fordi de maskerer deres transaktioner ved at linke MCC'en til en, der ikke har noget at gøre med den endelige destination (væddemål). Jeg har bevis for dette: transaktioner til ulovlige bettingsider i Spanien, som Rabona, kunne aldrig gennemføres, og Rabona ved dette og maskerer MCC'en for at undgå at blive blokeret.

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. 🙁

Min konto blev ikke lukket, før jeg tabte alle mine penge. Jeg har brug for, at en repræsentant fra Rabona kommer til forummet og afklarer min situation.

Tak igen.

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.