Rabona Casino - La cuenta del jugador está cerrada y se niega el retiro.

Rambo closed my account without any warning while I had a pending withdrawal of 350 euros. After I contacted customer service the first time, they told me that the account was blocked because they decided to close the casino and that the amount would be paid out normally. The next day I received an email saying that the withdrawal was canceled and when I contacted customer service again, they told me that I would not receive the amount I had for withdrawal.

Η ραμπονα εκλεισε τον λογαριασμο μου χωρις καμια προειδοποιηση ενω ειχα μια αναληψη σε αναμονη υψους 350 ευρω. Αφου επικοινωνησα με την εξυπηρετηση πελατων την πρωτη φορα μου ειπαν πως ο αποκλεισμος του λογαριασμου εγινε επειδη αποφασισαν να κλεισουν το καζινο και πως το ποσο θα πληρωθει κανονικα. Την επομενη μερα ελαβα email το οποιο ελεγε πως η αναληψη ακυρωθηκε και οταν επικοινωνησα ξανα με την εξυπηρετηση πελατων μου ειπαν πως δεν θα λαβω το ποσο που ειχα για αναληψη.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I have done successful analysis in the past. My account did not need KYC verification (it said in the verification option that the account did not need any verification). The winnings were collected without bonuses. I did not receive any explanation for the account closure via email, only this response (see attached photo) from customer service

Also a correction, the account was closed by rabona not Rambo. I mention this so there is no misunderstanding

Έχω πραγματοποιήσει επιτυχημένες αναλύψεις στο παρελθόν. Ο λογαριασμός μου δεν χρειαζόταν επαλήθευση KYC (το έγραφε στην επιλογη για επαλήθευση πως ο λογαριασμος δε χρειαζοταν καποια επαλήθευση). Τα κέρδη συγκεντρώθηκαν χωρίς μπονους. Δεν ελαβα κάποια επεξήγηση για το κλείσιμο του λογαριασμού μέσω email πάρα μόνο αυτήν την απάντηση (δείτε την συνημμένη φωτογραφια) μέσω της εξυπηρέτησης πελατών

Επίσης μια διόρθωση, ο λογαριασμος έκλεισε από την rabona όχι από τον Rambo. Το αναφέρω ώστε να μην υπάρξει καμία παρεξήγηση

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika