Rabona Casino - La cuenta del jugador ha sido cerrada sin explicación.

Hello, I made a withdrawal at Rabona casino of about $15.11, and they're asking me to go through a verification, which I did. I sent photos of my ID and they also scanned my face.

On January 21, 2025, I received an email saying that I didn't pass the verification and that my account would be closed. This is illogical, as I sent my original documents.

This is the message I received:

Dear Diego Fernandez,

We would like to inform you that your account did not pass the verification procedure on our Project due to 9.1 and has now been closed without the right to reopen.

Your balance was deducted as per T&C 9.4.

If you have any additional questions, please do not hesitate to contact us via email support@Rabona.com or via Live Chat.

Best Wishes,

Rabona.com Financial Department

I hope you can help me, as it is unfair that they say I didn't pass the verification.

Thank you

Hola, realize un retiro en el casino Rabona, de unos $ 15.11, me piden pasar una verificacion, la cual realize, mande las fotos de mi DNI y tambien escanearon mi rostro.

El dia 21/01/2025, me llega un correo diciendo que no pase la verificacion y que mi cuenta se cerraria, pero es algo ilogico, ya que envie mis documentos originales.

Este es el mensaje que me llego:

Dear Diego Fernandez,

We would like to inform you that your account did not pass the verification procedure on our Project due to 9.1 and has now been closed without the right to reopen.

Your balance was deducted as per T&C 9.4 . 

If you have any additional questions, please do not hesitate to contact us via email support@Rabona.com or via Live Chat.

Best Wishes,

Rabona.com Financial Department

Espero puedan ayudarme, ya que es algo injusto que me digan que no pase la verificacion.

Gracias

Dear DiegoVB,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• When did you create your casino account?

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,

Kristina

My winnings are from sports betting.

I have never used a voucher

And I must have created my account last year.

I would like to add that a few days ago, I suffered a hack on many of my accounts, including betting sites, there are some casino sites, where I tried to log in and it told me that my user had been disabled, when I went to live support, it told me that supposedly I myself had asked to unsubscribe, which was not the case.

Maybe the hacker also got into my Rabona account, did something, and that's why their system detected something strange and therefore decided not to approve my verification.

I have to clarify that the withdrawal I made in rabona and the verification was days before suffering the hacking attack.

Mis ganancias son de apuestas Deportivas.

Nunca he usado bono

Y mi cuenta la debo haber creado el año pasado.

Quisiera agregar que hace unos días, sufrí un hackeo a muchas cuentas que tengo, entre ella de sitios de apuestas, hay algunos sitios de casino, donde quise logearme y me decia que mi usuario había sido deshabilitado, cuando iba a soporte en vivo, me decía que supuestamente yo mismo había pedido darme de baje, lo que no era así.

Quizás el hacker también ingreso a mi cuenta de Rabona, algo hizo, y por eso su sistema detecto algo raro y por ende decidieron no aprobar mi verificación.

Tengo que aclarar que el retiro que hice en rabona y la verificación fue días antes de sufrir el ataque de hackeo.

Thank you for your reply, DiegoVB. Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. Also, if there is a chance that your account got hacked, I must emphasize that this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.

We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.