Rabona Casino - La cuenta del jugador fue bloqueada.

After a € 400 win my account was closed, accusing me of duplicating accounts

Dopo una vittoria di €400 mi è stato chiuso il conto ,accusandomi di aver duplicato gli account

Hello matpickab,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the verification process begun? Did the casino send you a proof of multi-accounting? Can you please clarify if anyone else from your household plays in Rabona Casino?

Looking forward to your answer.

Regards,

Nick

Dear matpickab,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What can be done? Nobody replies to the casino contact email

Cosa si può fare ? Non non mi risponde nessuno alla mail di contatto del casinò

Can you please answer my previously asked question? Without additional information, the complaint will be closed.

None of my family use rabona the verification process has started but they have not sent me any proof of multiple account I contact them by email but no one answers

Nessuno della mia famiglia utilizza rabona il processo di verifica e iniziato ma non mi hanno mandato nessuna prova di account multiplo li contatto per email ma non risponde nessuno

Hello matpickab,

Can you please clarify since when is the verification ongoing and when did your account get closed?

9/09/2022

Thank you matpickab for the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello matpickab,

I will assist you with the complaint from now on. I would like to invite the casino representatives to join the discussion in order to help us resolve the issue.

Rabona Casino,

Would you be able to provide us with some supporting evidence of matpickab opening multiple accounts? Please forward any relevant proof to my e-mail tomas@casino.guru

OK thank you very much

Ok grazie mille

Good day,

Thank you for reaching out.

We have forwarded the supporting evidence via email.

Please feel free to contact us at any time.

Sincerely,

Rabona

Hello all,

Thanks to Rabona Casino team for providing the necessary evidence.

matpickab,

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

The casino provided us with evidence of an account where personal information overlaps with yours and multiple bonuses were taken advantage of.

Do you remember opening an account in this casino in October 2021?

No

Dear matpickab,

After careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case.

There is sufficient, detailed evidence of multiple accounts linked by IP address, name, and other personal information, and in case of both accounts have been accepted and played with a bonus only intended to be received once per player.

I’m afraid, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I wish I could have been of more help.

If you disagree with our decision and wish to pursue the issue further, I would recommend following the casino's complaint resolution procedure found under point 13. here: https://rabona.com/it/rules

Even though we can't help you with this case, don't hesitate to contact us in case you have any other issues with online casinos.