Rabona Casino - Player’s self-exclusion request is ignored.
The player from Spain had requested self-exclusion from the casino but continued to receive promotional materials and had not received a response to her email regarding self-exclusion. Despite multiple attempts to communicate her self-exclusion request and provide bank details for a refund of €1,207, the casino delayed account closure and continued sending marketing messages, causing her distress. The casino eventually closed her account and agreed to refund deposits made after March 23, 2026, but failed to stop the promotional communications. We escalated the issue to the casino's management and advised the player to report the harassment to relevant authorities. Due to the casino's lack of cooperation and failure to resolve the matter fully, the complaint was marked as partially resolved. Later on the player has requested reopening as marketing spam has started to flood her mailbox once again. This time, the casino did not respond to our mediation attempts and the complaint has been closed as unresolved.
