Rabona Casino - La cuenta del jugador ha sido cerrada.

About two months ago, when I tried to log into my Rabona account, I found a message stating that my account was currently being verified. Upon inquiring via email, I was told this was normal and that I simply needed to verify my identity. I submitted the necessary documents by email. After a few days, I was informed, without explanation, that my account had been blocked and could not be reopened. Numerous emails regarding my balance, which should be around €1500, have gone unanswered. In the live chat, I am always referred to contacting them via email. As a result, I haven't received a concrete answer for weeks. I am very distressed because I have no access to my money. It can't be right that a website simply withdraws my money like this. I hope you can somehow help me. Thank you in advance.

Regards, Moritz A*********

Als ich mich vor circa 2 Monaten in mein Rabona Konto einloggen wollte stellte ich eine Nachricht fest in der stand das mein Konto derzeit überprüft wird. Auf Nachfrage per Email wurde mir gesagt das dies normal ist und ich lediglich meine Identität nachweisen soll. Die nötigen Dokumente habe ich per Email eingereicht. Nach einigen Tagen wurde mir ohne Begründung gesagt das mein Konto gesperrt wurde und nicht wieder eröffnet werden kann. Auf zahlreiche Emails bezüglich meines Guthaben welches so ungefähr 1500 € betragen sollte wurde mir nicht geantwortet bzw wurde nicht darauf eingegangen. Im live Chat werde ich immer auf die Kontaktaufnahme per Email verwiesen. Somit bekomme ich seit Wochen keine konkrete Antwort. Ich bin sehr verzweifelt da ich keinen Zugriff auf Mein Geld habe. Das kann doch nicht sein das eine Website einfach so mein Geld einzieht. Ich hoffe sie können mir irgendwie weiterhelfen. Vielen Dank im voraus.

Mfg Moritz A*********

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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.

Dear 2005mofriii,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you’re facing with your account and balance.

To better understand what has happened and to assess how we can proceed with this case, I kindly ask you to provide some additional details:

• What reason, if any, was provided by the casino for blocking your account? Please share the exact wording if it was communicated by email.
• Could you specify which documents you submitted for verification and whether you received any confirmation that they were successfully received or reviewed?
• Have you ever successfully completed withdrawals from this casino in the past? If yes, please let us know when and in what amounts.
• Please forward any email communication you’ve had with the casino regarding verification, account closure, or your balance, as well as any relevant screenshots.

You may forward all relevant communication directly to petronela.k@casino.guru, if that is more convenient for you.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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.

I sent my reply directly by email to petronela.k@casino.guru sent

Ich habe meine Antwort direkt per Mail an petronela.k@casino.guru gesendet

Dear 2005mofriii,

Thank you very much for your reply. I’m sorry to hear that you haven’t received any clear explanation from the casino regarding your account closure.

Just to make sure we have everything necessary on our side as well, could you please forward the documents you submitted to the casino directly to my email at petronela.k@casino.guru?

This includes the selfie with your ID in front of the Rabona website and transaction history.

Thank you in advance for your reply.

Good day,

I have just sent you the documents by email. Regards, M***** A*****

Guten Tag,

Ich habe Ihnen die Dokumente soeben per Mail gesendet. Mfg M***** A*****

Dear 2005mofriii,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

Wishing you a Happy New Year and all the best ahead! 🎉✨

Dear 2005mofriii,

I am so sorry to hear about your problem with the Rabona Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Rabona Casino representative to join this conversation and participate in resolving this complaint.

Dear Rabona Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear 2005mofriii,

Thank you for bringing this to our attention.

We would like to inform you that we have just sent an email regarding the specific document required for your account verification. Please check your inbox (and spam folder) for our message, which details the exact document and format needed to proceed.

We kindly ask you to reply to that email as soon as possible so we can continue with the verification process and resolve this matter.

Thank you for your cooperation.

Best regards,

Rabona Casino Team

Dear 2005mofriii,

According to the casino’s latest reply, they have sent you an email requesting a specific document.

Please reply to that email so that the verification process can move forward.

I have sent the requested documents to the Rabona team.

Ich habe die angeforderten Dokumente an das Rabona Team gesendet.

Dear Rabona Casino,

The player has sent you the requested document via email.

Please inform us when there is any update on your side.

Dear 2005mofriii,

Thank you for providing the document we requested.

We would like to inform you that we have received it and have just sent you a follow-up email requesting one additional document needed to finalize the verification. Please check your inbox and reply at your earliest convenience so we can proceed with your case.

Thank you for your cooperation and understanding.

Best regards,

Rabona Casino Team

Dear 2005mofriii,

According to the casino’s reply, they have sent you an email requesting another document.

Please inform us when you will reply to that email.

Thank you.

I was asked to send the transaction history. Since I had already sent a bank statement, I inquired again via email what exactly they needed.

Ich wurde dazu aufgefordert den Transaktionsverlauf zu senden. Da ich schon einen Bankauszug geschickt habe habe ich nochmal per Mail nachgefragt was sie genau benötigen.

Dear 2005mofriii,

Please inform us which phase your communication with the casino is currently in and whether there is any update regarding this complaint.

I have not yet received an answer to my inquiry about which document they require.

Ich habe noch keine Antwort erhalten auf meine Rückfrage welches Dokument sie genau benötigen.

Dear Rabona Casino,

Could you please clarify which document is required from the player and assist them?

Dear 2005mofriii,

Please be advised that we sent a detailed email to your registered address on 07th January regarding the next steps of your verification.

To clarify, we have accepted your previous document, but to proceed, we still require the transaction history from the payment method used to top up the account ending in DE...15342.

Required details:

Period: May 1st – June 10th.

Format: Original PDF showing the source of funds and the transfer to the aforementioned account.

Please check your email (and spam folder) for the full instructions. Once this document is provided, we can finalize the review of your account.

Thank you for your cooperation.

Best regards,

Rabona Casino Team

As I said, I have no idea what this is supposed to be and how it's not the same as the bank statement I already sent.

Ich habe wie gesagt keine Ahnung was das sein soll und inwiefern das nicht das selbe ist wie mein Bankauszug den ich schon gesendet habe.

Dear 2005mofriii,

According to the casino’s latest message, they have requested the bank statement in PDF format and have sent you an email with instructions.

Please inform us when you do so.

I have sent the document.

Ich habe das Dokument gesendet.

Dear Rabona Casino,

The player has sent you the requested document.

Please inform us when there is any update on your side.

Dear Igor,

Thank you for the update. We would like to clarify the current status of the verification:

The documents previously sent by the player have been successfully reviewed and accepted. However, to finalize the process, we still require one additional piece of information that was missing from the earlier submissions.

Specifically, we are waiting for the transaction history from the payment method used to top up account ending *5342 for the period of May 1st to June 10th (01.05 - 10.06).

As soon as the player provides the history for this specific source of funds, we will be able to complete the verification immediately.

Best regards,

Rabona Casino Team

I have no idea what this is supposed to be. What is a transaction history for my payment method? I've already asked three times what kind of document this is supposed to be, but I always get the same answer. Absolutely no one, not even the employees at my bank branch, knows what a transaction history for my payment method is. I expect you to finally verify my account and refund my money. Any additional documents at this point are simply intended to frustrate me. I've already sent you all the necessary documents, and surely the verification process has to be completed at some point. This document they're requesting is just another attempt to get rid of me.

Ich habe keine Ahnung was das sein soll. Was ist eine Transaktionshistorie der Zahlungsmethode. Ich habe schon drei mal nachgefragt was das für ein Dokument das sein soll. Jedoch immer die selbe Antwort erhalten. Wirklich niemand selbst Mitarbeiter meiner Bankfiliale wissen nicht was eine Transaktionshistorie meiner Zahlungsmethode sein soll. Ich erwarte das Sie meins Konto endlich verifizieren und mir mein Geld zurück überweisen. Jegliche zusätzliche Dokumente sind an diesen Punkt einfach nur noch zum Zweck mich verzweifeln zu lassen. Ich habe wirklich jegliche Dokumente ihnen gesendet und irgendwann muss doch eine Verifizierung auch mal abgeschlossen sein. Das Dokument was hier verlangt wird ist einfach nur ein zusätzlicher Versuch mich los zu werden.

Dear Rabona Casino,

Since it seems that the player cannot obtain the correct document, could you please elaborate and explain to the player what kind of document you are requesting?

What exactly should he ask the bank or payment provider for?

Thank you in advance for your cooperation.

Dear 2005mofriii,

We understand the frustration, and we would like to clarify what is missing to resolve this confusion.

We have already received and accepted the transaction history for the bank account ending in *5342. However, to comply with security regulations, we also need to see how this specific bank account was funded during the requested period.

If you transferred money into this account from another source (for example, from another bank account, a digital wallet, or a different payment provider) between May 1st and June 10th, we need to see the statement from that other source as well.

In short:

We have the statement for Account A (*5342).

*We now need the statement for the account/method you used to send money to account A during that same period.

This is a standard procedure to verify the "source of funds." We are not trying to complicate the process; we just need to see the complete path of the funds. Once this "top-up" history is provided, the verification can be finalized.

Best regards,

Rabona Casino Team

Many thanks for the quick response,

So I'm supposed to send a document from the bank account I used to fund my account.

However, my bank account is not being topped up from any other bank account. This is also evident in my bank statements. Therefore, I still don't know what I should send you. I would like to know exactly which account you want the transaction history from. I cannot provide a different transaction history, as I do not have another account.

Vielen Dank für die schnelle Antwort,

Ich soll also ein Dokument senden, von dem Bankkonto mit dem ich mein Konto aufgeladen habe.

Jedoch wird mein Bankkonto nicht von einem anderen Bankkonto aufgeladen. Dies lässt sich auch in den Bankauszügen sehen. Von daher weiß ich immer noch nicht was ich ihnen da senden soll. Mich würde interessieren von welchem Konto genau sie die Transaktionshistorie haben wollen. Eine andere Transaktionshistorie ist nicht bereitstellbar, da ich kein anderes Konto besitze.

Dear 2005mofriii,

If I'm not mistaken, the casino is not asking for your casino deposits or withdrawals again. They require a bank statement showing incoming transactions (money credited to your bank account) for the period May 1 – June 10 for the account ending in *5342.

Even if the account is not funded by another bank account, it must show some incoming funds, such as salary, transfers, or other credits.

Please request a full PDF bank statement showing both incoming and outgoing transactions for that period and provide it to the casino so the verification can be completed.

I have already sent a bank statement showing incoming and outgoing funds.

Ich habe einen Kontoauszug der eingehende und ausgehende Gelder ausweist bereits geschickt

Dear 2005mofriii,

Apologies for the misunderstanding and for not explaining this clearly earlier.

They need a bank document that clearly shows where the money credited to your bank account originally came from.

Even if you have only one bank account, this usually means a full PDF statement that identifies the payer of incoming funds, or a separate document such as a payroll confirmation, if applicable.

Please ask your bank for a complete statement showing identifiable sources of incoming funds for that period.

I haven't received any money from anyone else. Therefore, I can't provide any proof. Unless I'm told exactly what proof I'm supposed to send, I can't send anything.

Apart from that, the payer and the origin of their funds are also included in the bank statement I sent.

Ich habe aber kein Geld von jemand anderen bekommen. Somit kann ich auch keinen Nachweis erbringen. Solange mir nicht genau genannt wird wovon ich ein Nachweis senden soll kann ich auch nichts senden.

Abgesehen davon ist ein Zahler und die Herkunft dessen Gelder auch in der Bankübersicht die ich gesendet habe enthalten.

Dear 2005mofriii,

Could you please ask your bank whether it is possible to receive any other official document confirming the deposits made into your bank account, besides the bank statement already provided?

You may also ask what kind of document they can provide, as you are trying to pass AML verification.

I will inquire.

Ich werde nachfragen

Good day,

I contacted my customer advisor at the savings bank.

When I inquired about AML verification, I was informed of the following.

I would like to explain that Sparkasse cannot issue a separate AML (Anti-Money Laundering) verification. As a German credit institution, Sparkasse is already subject to the legal requirements of the German Money Laundering Act (GwG) and the corresponding EU directives for combating money laundering and terrorist financing.

All accounts, transactions, and incoming payments are monitored and reviewed as part of the bank's existing internal anti-money laundering and compliance checks. The savings bank does not issue additional, separate confirmations regarding the origin of individual funds or special "AML verification" certificates, as these checks are an integral part of its ongoing banking operations.

For this reason, the savings bank cannot provide separate documents or certificates for AML verification, as the legally required money laundering protection is already fully implemented.

In that regard, I would now very much like to complete my verification, as I cannot submit any further documents.

Regards [redacted by Casino Guru]

Guten Tag,

Ich habe mich mit meinem Kundenbetreuer der Sparkasse in Verbindung gesetzt.

Auf meine Nachfrage nach einer AML Verifizierung wurde mir folgendes mitgeteilt.

Hiermit möchte ich erläutern, dass eine gesonderte AML-Verifizierung (Anti-Geldwäsche-Verifizierung) durch die Sparkasse nicht ausgestellt werden kann. Die Sparkasse unterliegt als deutsches Kreditinstitut bereits den gesetzlichen Vorgaben des Geldwäschegesetzes (GwG) sowie den entsprechenden EU-Richtlinien zur Bekämpfung von Geldwäsche und Terrorismusfinanzierung.

Alle Konten, Transaktionen und Zahlungseingänge werden im Rahmen der bestehenden bankinternen Anti-Geldwäsche- und Compliance-Prüfungen überwacht und geprüft. Eine zusätzliche, separate Bestätigung über die Herkunft einzelner Gelder oder eine spezielle „AML-Verifizierung" wird von der Sparkasse nicht individuell ausgestellt, da diese Prüfungen integraler Bestandteil des laufenden Bankbetriebs sind.

Aus diesem Grund kann die Sparkasse keine gesonderten Dokumente oder Bescheinigungen zur AML-Verifizierung bereitstellen, da der gesetzlich vorgeschriebene Geldwäsche-Schutz bereits vollständig umgesetzt ist.

Dahingehend würde ich nun ziemlich gerne meine Verifizierung abschließen, da ich keine weiteren Dokumente zustellen kann.

Mfg [redacted by Casino Guru]

Dear 2005mofriii,

You previously mentioned that you have only one bank account.

However, do you have multiple sub-accounts within that account?

Sometimes people have multiple accounts under one bank profile, for example, to separate their funds.

I recently opened an additional Revolut account. But it didn't exist during that period.

Ich habe seit kurzem ein Revolut Konto zusätzlich. Aber das existierte in den Zeitraum noch nicht.

Dear 2005mofriii,

To provide further clarification on our request:

When reviewing transaction histories, we must verify the origin of the funds used for deposits. Specifically, for the period between 01.05 and 10.06, we noticed incoming transfers that were used to top up your balance shortly before depositing to the casino.

If you cannot provide the direct transaction history of the payment method used for these top-ups, we require an explanation or documentation regarding the source of those specific funds received during this timeframe (01.05 - 10.06).

This is a standard regulatory requirement to ensure the transparency of funds. Once we have a clear understanding of where these specific credits originated, we can move forward with the review of your case.

Thank you for your cooperation.

Best regards,

Rabona Casino Team

Dear 2005mofriii,

The casino provided a detailed explanation of how to continue with the verification of your original funds.

Could you please provide the direct transaction history of those top-ups?

If that is not possible, then at least provide an explanation of the funds credited to your bank account shortly before you deposited into your casino account.

Thank you.

I have sent information about the origin of the funds to the casino team.

Ich habe die Herkunft der Gelder an das Casino Team gesendet.

Dear Rabona Casino,

The player sent you information about the origin of the funds.

Please review the message and let us know when there is any update on your side.

When will there finally be an answer?

Wann kommt endlich eine Antwort?

Dear All,

Thank you for the update.

We would like to confirm that the documents regarding the origin of funds have been received and successfully forwarded to our relevant department for a thorough review.

As these checks require a careful verification process, we kindly ask for a bit more of your patience. We are monitoring the case closely and will provide an update here as soon as we receive the final feedback from our team.

Thank you for your understanding.

Best regards,

Rabona Casino Team

Dear Rabona Casino,

Thank you for informing us that the documents were forwarded to the relevant department.

Please let us know when there is any news to share.

Dear All,

We would like to provide an update on the current status of the verification.

Upon reviewing the submitted files, our relevant department found that the documents do not meet the mandatory formal and security requirements. To proceed, we require the official transaction history in original PDF format (not screenshots) for the period of 01.05 – 10.06.

Specifically, the purpose of this request is to verify the Source of Funds used to top up the bank account ending in 5342. We need a document that clearly verifies the origin of the deposits made to this account during the specified period.

While the player claims their bank does not issue such documents, we must clarify that all regulated financial institutions provide downloadable, official PDF statements. For compliance reasons, these original files are essential, and we cannot accept screenshots as an alternative.

Thank you for your understanding.

Best regards,

Rabona Casino Team

I have already sent official PDF statements. However, my bank does not issue official PDF statements showing the origin of the funds. The statement that every bank sends official documents regarding the origin of funds is simply false. After repeatedly contacting my account manager at my bank, I have consistently received the same answer: original bank statements showing the origin of the funds are not issued. I have already sent this letter above. I have no other option than to screenshot the IBAN of each transfer that has been credited to my account. What alternatives are there?

Dear 2005mofriii,

Would it be possible for you to download the confirmation documents for each deposit used to top up your bank account during the mentioned period?

I downloaded the documents and sent them to the rabona team.

Ich habe die Dokumente heruntergeladen und an das rabona Team gesendet.

Dear Rabona Casino,

The player has sent you the documents regarding the funds used to top up his bank account.

Please review them and let us know when there is any update.

?

Dear All,

Thank you for providing the requested documents.

Please be informed that the source of funds verification is currently being reviewed by our relevant department. This process requires a detailed assessment to ensure compliance, which may take additional time.

We have followed up with the team to expedite the review and will provide an update as soon as possible. Thank you for your continued patience.

Best regards,

Rabona Casino Team

Dear Rabona Casino,

Please review the attached documents and provide us with your feedback. Should these documents not meet your requirements, we kindly request that you specify the exact types of documents you are seeking from the player.

It has now been over a month since the player has submitted various documents with no apparent progress.

Additionally, we would like to highlight that the term 'source of funds' is somewhat vague and does not correspond to a singular document.

If there are any concerns regarding suspicious payments in the player's bank statements or any activities that may indicate the player's funds are not sourced legitimately, we would greatly appreciate your communication on this matter.

In light of the above, we hope you will take the necessary steps toward a successful resolution within the forthcoming timeframe.

Thank you for your attention to this matter.

Dear Rabona Casino Team,

I have already proven the origin of the funds by providing you with official bank statements for my account.

In addition, I have also sent the corresponding payment receipts and the respective IBANs of the senders.

The submitted documents clearly show which accounts the incoming payments came from and that they were properly transferred to my bank account.

I cannot provide further documents regarding the origin of the funds, as I have no additional evidence beyond the bank statements and information about the incoming payments that have already been submitted.

I therefore request that you complete the verification based on the documents already submitted. No further official documents can be provided.

I have already emphasized this several times. Furthermore, my email inquiries have also been ignored. For weeks, the same wording has been used repeatedly without addressing my concerns.

I'm starting to feel cheated.

I can also send the documents to the Casino Guru representative.

[redacted by Casino Guru]

Sehr geehrtes Rabona Casino Team,

die Herkunft der Gelder habe ich bereits nachgewiesen, indem ich Ihnen offizielle Bankkontoauszüge meines Kontos zur Verfügung gestellt habe.

Zusätzlich habe ich die entsprechenden Zahlungseingänge zusätzlich gesendet und die jeweiligen IBANs der Absender übermittelt.

Damit ist aus den vorgelegten Unterlagen nachvollziehbar ersichtlich, von welchen Konten die Geldeingänge stammen und dass diese ordnungsgemäß auf mein Bankkonto erfolgt sind.

Weitere Dokumente zur Herkunft der Gelder kann ich nicht bereitstellen, da mir über die bereits eingereichten Bankauszüge sowie Angaben über die Zahlungseingänge hinaus keine zusätzlichen Nachweise zur Verfügung stehen.

Ich bitte Sie daher, die Verifizierung auf Basis der bereits übermittelten Unterlagen abzuschließen. Weitere offizielle Dokumente können faktisch nicht bereitgestellt werden.

Diese habe ich nun schon mehrfach betont. Auf Email Anfragen wird zudem ebenfalls nicht eingegangen. Seit Wochen wird immer die selbe Formulierung verwendet ohne das auf mein Anliegen eingegangen wird.

Ich fühle mich langsam betrogen.

Die gesendeten Dokumente kann ich auch zusätzlich noch den Casino Guru Vertreter zusenden.

[redacted by Casino Guru]

Dear Rabona Casino,

Why have the documents provided so far not satisfied your requirements?

Could you please provide an example of how the document should look?

Is there any payment that you consider 'suspicious'?

I expect you to provide as much detailed information as possible.

If no progress is made in this complaint within a reasonable timeframe, I will have to close it as unresolved.

?

Dear 2005mofriii,

We would like to provide an update regarding this case.

Please be informed that, following an administrative decision in accordance with Section 3.9 of our Terms and Conditions, the account will remain permanently closed.

Regarding the verification process, we have taken note of your statement that no further documentation can be provided concerning the origin of funds. In light of this, we have decided to finalize the process based on the information currently available.

We are pleased to inform you that the refund of your remaining balance has been initiated and is expected to be completed within the course of today.

We trust this resolves the matter.

Best regards,

Rabona Casino Team

Dear 2005mofriii,

I would like to inform you that the casino has initiated the refund of your remaining balance.

According to their message, you should receive the refund within a few days.

Please let us know once you receive the money.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

I received the money.

Many thanks to the Casino Guru team for their help. Thank you.

Ich habe das Geld erhalten.

Vielen Dank an das Casino Guru Team für die Hilfe. Danke

Dear 2005mofriii,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P