Rabona Casino - La cuenta del jugador ha sido cerrada injustamente.

Dear tiffania,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise since when have you been a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share what action you have taken regarding the issue since the casino informed you about the refund in April last year?

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,

Tomas

Good afternoon. The truth is that it is very frustrating to have to go to several entities to find a solution to my problem. I have received good references about you and I hope you can help me.

If I'm not mistaken, I started playing on the platform on December 31, 2023.

I played in several sections, mainly sports betting and occasionally in the live casino.

The balance I tried to withdraw comes exclusively from my deposits. According to the document I sent you as evidence, all my top-ups are listed there. I am sure the amount does not come from a bonus.

My goal was always to receive my money back in full. Initially, the casino assured me that they would return my entire balance, to which I replied that I was okay with it. However, I later realized that they had only refunded me the last deposit I made (S/1100), and they did it in bitcoins.

Since then, I have sent multiple emails, and live chats, but they have never given me a clear answer justifying why they are not refunding the rest of my money. The only thing they mention is that "I don't meet their video calling criteria."

It is worth noting that I made the video call at home, even having to miss work for it. I answered their questions, even though some were confusing, and turned on my camera while the casino representative did not. Still, they are still denying me my money back.

I am willing to make another video call if necessary, but the casino has refused. What criteria would I not be meeting? If the purpose of the video call was to confirm that I am the owner of the account and they have already seen me

I greatly appreciate your support and any guidance you can provide me in recovering the missing balance.

Buenas tardes. La verdad es que resulta muy frustrante tener que acudir a varias entidades para encontrar una solución a mi problema. He recibido buenas referencias sobre ustedes y espero que puedan ayudarme.

Si no me equivoco, empecé a jugar en la plataforma el 31 de diciembre de 2023.

Jugué en varias secciones, principalmente en apuestas deportivas y, ocasionalmente, en el casino en vivo.

El saldo que intenté retirar proviene exclusivamente de mis depósitos. Según el documento que les envié como evidencia, ahí se detallan todas mis recargas. Estoy segura de que el monto no proviene de un bono.

Mi objetivo siempre fue recibir la totalidad de mi dinero. Inicialmente, el casino me aseguró que me devolvería la totalidad de mi saldo, a lo que respondí que estaba de acuerdo. Sin embargo, luego me di cuenta de que solo me habían reembolsado el último depósito que realicé (S/1100), y además lo hicieron en bitcoins.

Desde entonces, he enviado múltiples correos, y chats en vivo, pero nunca me han dado una respuesta clara que justifique por qué no me devuelven el resto del dinero. Lo único que mencionan es que "no cumplo con su criterio de videollamada".

Cabe resaltar que hice la videollamada en mi casa, incluso tuve que faltar al trabajo para ello. Respondí a sus preguntas, a pesar de que algunas eran confusas, y encendí mi cámara mientras el representante del casino no lo hizo. Aun así, me siguen negando la devolución de mi dinero.

Estoy dispuesta a realizar otra videollamada si es necesario, pero el casino se ha negado. ¿Qué criterio no estaría cumpliendo? si el propósito de la videollamada era confirmar que soy la dueña de la cuenta y ellos ya me han visto

Aprecio mucho su apoyo y cualquier orientación que puedan brindarme para recuperar el saldo faltante.

Thanks for the explanation of the situation.

You wrote:

Lo único que mencionan es que "no cumplo con su criterio de videollamada"

Do you have the communication saved? Could you please forward it to my email at tomas@casino.guru

I am writing to you regarding the verification video call that was held recently. I was surprised by your response indicating that I did not meet your criteria as I answered all the questions you asked me during the session.

However, I want to clarify that at times my answers may have seemed insecure for the following reasons:

The questions were extremely detailed, and as a recreational bettor, I don't have advanced knowledge on certain aspects such as player names or specific rules of sports less familiar to me.

The video call coincided with a time when I had little time available, as I had to go to work. Despite this, I answered all the questions asked.

The purpose of the video call was to confirm that I am the account holder, and in that sense, I complied by showing myself on camera. However, I believe that the lack of professionalism on the part of your team in not turning on their camera created an untransparent and uncomfortable experience for me.

For all of the above reasons, I would like to receive a more detailed explanation of which criteria I specifically did not meet and how I can proceed to resolve this situation.

I will be sending a capture to the email you indicated.

Me dirijo a ustedes respecto a la videollamada de verificación que se realizó recientemente. Me ha sorprendido su respuesta indicando que no cumplí con sus criterios, ya que respondí a todas las preguntas que me hicieron durante la sesión.

Sin embargo, quiero aclarar que en algunos momentos mis respuestas pudieron haber parecido inseguras por las siguientes razones:

Las preguntas eran extremadamente detalladas, y como apostadora recreativa, no tengo conocimientos avanzados sobre ciertos aspectos como nombres de jugadores o reglas específicas de deportes menos familiares para mí.

La videollamada coincidió con un momento en el que tenía poco tiempo disponible, ya que debía irme a trabajar. A pesar de ello, respondí a todas las consultas realizadas.

El propósito de la videollamada era confirmar que soy la titular de la cuenta, y en ese sentido, cumplí con mostrarme ante la cámara. No obstante, considero que la falta de profesionalismo por parte de su equipo al no encender su cámara generó una experiencia poco transparente y poco cómoda para mí.

Por todo lo anterior, me gustaría recibir una explicación más detallada sobre qué criterios no cumplí específicamente y cómo puedo proceder para solucionar esta situación.

estaré enviándole captura al correo que me indico

Thank you very much, tiffania, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear tiffania,

I'm Kubo, and I will be taking care of your complaint from now on.

Firstly, thank you for your detailed response. In order to proceed with our investigation, I’d like to ask if you happen to know anyone else who plays at Rabona Casino or if you’ve had any previous interactions with other users on our platform that may be relevant to your case. We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation.

Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

Best Regards,

Kubo

I want to clarify a few points with complete transparency.

I'm not sure if there are other affected users, but I wanted to mention that I recommended a couple of friends to play Rabona at one time. However, after I experienced a problem with my account, I told her what happened. She started playing at Rabona at a much later date than I did. She then also started having problems with the bookmaker and recommended this forum to me, even though our cases are different.

• Regarding both cases: Both my friend and I are filing complaints about problems with Rabona, but our situations are different:
• In my friend's case, money was deducted from her account when she made a withdrawal.
• My case is different, as they closed my account despite having followed their video call procedure.

And if you feel that it is "a possible collusion" then we are not in collusion for the following reasons:

• Our cases are different in both details and dates. Mine has been going on for a year, while hers is more recent (apparently a few months).
• We both have enough evidence to demonstrate the lack of response or solution from Rabona.
• Finally, I want to make it clear that my friend recommended this forum to me after I tried to contact various entities, including the provider that grants the license to operate, but I did not get a response or solution. That is why we are looking for help here, as we know that many similar cases have been resolved with this or other bookmakers.

I hope this explanation clears up any possible misunderstandings.

Thank you for your attention, I look forward to your response.

Quiero aclarar algunos puntos con total transparencia.

No estoy segura si hay más usuarios afectados, pero quiero mencionarle que le recomendé a un par de amigas que jugaran Rabona en su momento. Sin embargo, después de que yo experimentara un problema con mi cuenta, le comenté lo sucedido. Ella comenzó a jugar en Rabona en una fecha muy posterior a la mía. Luego, ella también comenzó a tener inconvenientes con la casa de apuestas y me recomendó este foro, a pesar de que nuestros casos son diferentes.

• Respecto a los casos de ambas: Tanto mi amiga como yo estamos llevando quejas por problemas con Rabona, pero nuestras situaciones son distintas:
• En el caso de mi amiga, le descontaron dinero al momento de hacer un retiro.
• Mi caso es diferente, ya que me cerraron la cuenta a pesar de haber cumplido con su procedimiento de videollamada.

Y si siente que es "una posible colusion" pues no estamos en colusión por las siguientes razones:

• Nuestros casos son diferentes tanto en los detalles como en las fechas. El mío lleva un año en curso, mientras que el de ella es más reciente (al parecer, lleva unos meses).
• Ambas tenemos evidencias suficientes para demostrar la falta de respuesta o solución por parte de Rabona.
• Por último, quiero dejar en claro que mi amiga me recomendó este foro después de que intenté contactar con diversas entidades, incluso con el proveedor que otorga la licencia para operar, pero no obtuve respuesta o solución. Por eso, buscamos ayuda aquí, ya que sabemos que se han resuelto muchos casos similares con esta u otras casas de apuestas.

Espero que esta explicación aclare cualquier posible malentendido.

Gracias por su atención, quedo a la espera de su respuesta.

Dear tiffania,

Thank you for your response.

I would like to invite the Rabona Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rabona Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

I'm writing to request clarification regarding the video call I participated in. Despite having done everything possible to complete the call, including missing work to address the issue during the time you indicated, I have encountered some questions that I would like you to address.

Regarding meeting the video call criteria: You mentioned that I did not meet the established criteria. However, I understand that the primary purpose of this video call was to verify that I am the account holder, which was confirmed when I turned on my camera. Could you clarify why I am considered to have not met the established criteria?

Regarding the lack of professionalism in the process: During the video call, I was asked to turn on my camera, which I understood as a necessary requirement for verification. However, I was surprised that, as a reliable company, you didn't follow the same procedure on your end. Could you explain why the same protocol wasn't followed?

I appreciate your prompt response and clarification of these questions in advance.

Me dirijo a ustedes para solicitar una aclaración respecto al proceso de la videollamada en la que participé. A pesar de haber hecho todo lo posible para llevarla a cabo, incluyendo faltar a mi trabajo para poder atender el tema en el horario que ustedes indicador , me he encontrado con algunas dudas que me gustaría que me resolvieran.

Sobre el cumplimiento de los criterios de la videollamada: Ustedes mencionaron que no cumplí con los criterios establecidos. Sin embargo, tengo entendido que el propósito principal de esta videollamada era verificar si soy el titular de la cuenta, lo cual se pudo comprobar cuando encendí la cámara. ¿Podrían aclararme por qué se considera que no cumplí con los criterios establecidos?

Sobre la falta de profesionalismo en el proceso: Durante la videollamada, se me pidió que encendiera la cámara, lo cual entendí como un requerimiento necesario para poder realizar la verificación. Sin embargo, me sorprendió que, siendo ustedes una empresa confiable, no realizaron el mismo procedimiento de su lado. ¿Podrían explicarme por qué no se siguió el mismo protocolo?

Agradezco de antemano su pronta respuesta y la aclaración de estas dudas.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tiffania,

I am in direct contact with a casino representative, and they have requested additional time to provide a response. Therefore, I am extending the timer by an additional week to allow for further discussions.

Thank you for your understanding and patience.

I'm available to find a solution to this matter. If you need anything, please don't hesitate to contact me. I'll be here to support you in any way you need.

Estoy disponible para encontrar una solución a este asunto. Cualquier cosa que necesiten, no duden en contactarme. Estaré aquí para apoyar en lo que sea necesario.

Dear tiffania,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Rabona team

Dear tiffania,

Thank you for your patience.

After checking your gaming account with the relevant department, we can conform that the account was closed due to falling verification from Skype call.

After further investigation, we can see that your deposits were funded by a Third party: meaning you received money from a third party and then used the same money to gamble with us. Also, you conform that the money is taken from a 3rd party.

Regarding this we provide you the Terms and condition from our site about this case.

9.1 -  The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.4 -  Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

Best Regards,

Rabona team

I am writing to clarify several points regarding the closure of my account and the accusations made against me, as well as the status of the deposits I made.

1) Skype verification failed

First, I was told my account was closed due to a Skype call verification failure. According to their instructions, after completing this verification, I would receive my full amount. However, so far, they haven't explained exactly what went wrong during verification. As you may recall, I answered all the questions, even though some were very complex, and, most importantly, I turned on my camera to prove I'm the account holder, something you never did.

2) Origin of funds

Regarding your accusation about the origin of the deposited money, I clarify the following:

• The money received was from a third party. However, I want to emphasize that the third party did not deposit directly into your bookmaker. They transferred the money to my account as part of a debt they owed me. After receiving it, I made the deposit through their approved payment method, PAGOEFECTIVO.
• At no point was there a "third party" involved in the deposit process to the bookmaker, as I was the one who made all deposits directly to you.

3) Accusation of conspiracy with other clients

Regarding the accusation of collusion with other customers, I want to make it clear that I never colluded with other users or recommended your bookmaker to anyone due to the poor treatment I received from you. During my time as a user, I had no interaction or collusion with other customers. I don't understand where this accusation comes from.

4) Term 9.4 and refund

Regarding Term 9.4 you mentioned, I want to remind you that, after the Skype video call, they promised to refund my entire amount if I passed verification. However, since I failed verification, I was only refunded 1,100 soles. If I had passed verification, they would have refunded me the full amount, as agreed. Therefore, the central question here is why I failed verification. So far, I have not received a clear answer on this.

5) Requirement of evidence

Finally, I want to reiterate that I have responded to all of your accusations in detail. If you wish to discuss the above points further, I demand that you do so with clear and verifiable evidence. Otherwise, I will consider you to be looking for any excuse to avoid returning my money.

I look forward to your prompt response.

Me dirijo a ustedes para aclarar varios puntos sobre el cierre de mi cuenta y las acusaciones que han realizado en mi contra, así como la situación de los depósitos realizados.

1) Fallo en la verificación de Skype

En primer lugar, me dijeron que mi cuenta fue cerrada debido a una falla en la verificación de la llamada de Skype. Según sus indicaciones, después de completar dicha verificación, recibiría la totalidad de mi dinero. Sin embargo, hasta el momento no me han explicado en qué exactamente fallé durante la verificación. Como recordarán, respondí todas las preguntas, a pesar de que algunas fueron muy complejas, y, lo más importante, encendí mi cámara para demostrar que soy la titular de la cuenta, algo que no hicieron ustedes en ningún momento.

2) Origen de los fondos

En relación con su acusación sobre el origen del dinero depositado, aclaro lo siguiente:

• El dinero recibido fue de un tercero. No obstante, quiero enfatizar que el tercero no depositó directamente en su casa de apuestas. Me transfirió el dinero a mi cuenta como parte de una deuda que tenía conmigo. Después de recibirlo, realicé el depósito a través de su método de pago permitido, PAGOEFECTIVO.
• En ningún momento hubo un "tercero" involucrado en el proceso de depósito a la casa de apuestas, ya que fui yo quien realizó todos los depósitos directamente a ustedes.

3) Acusación de conspiración con otros clientes

En cuanto a la acusación de conspiración con otros clientes, quiero dejar claro que nunca conspiré con otros usuarios ni recomendé su casa de apuestas a ninguna persona debido al mal trato que recibí de su parte. Durante mi tiempo como usuaria, no tuve interacción ni conspiración con otros clientes. No entiendo de dónde proviene esta acusación.

4) Término 9.4 y devolución de dinero

Con respecto al Término 9.4 que mencionan, quiero recordarles que, después de la videollamada de Skype, se comprometieron a devolverme la totalidad de mi dinero, si aprobaba la verificación. Sin embargo, dado que no pasé la verificación, solo se me devolvieron 1,100 soles. Si hubiera pasado la verificación, me habrían devuelto el total, según lo acordado. Por lo tanto, la cuestión central aquí es por qué no pasé la verificación. Hasta el momento, no he recibido una respuesta clara al respecto.

5) Exigencia de pruebas

Finalmente, quiero reiterar que he respondido a todas sus acusaciones de manera detallada. Si desean seguir discutiendo los puntos anteriores, exijo que lo hagan con pruebas claras y verificables. De lo contrario, consideraré que están buscando cualquier pretexto para no devolverme el dinero que me pertenece.

Espero su pronta respuesta

Dear Rabona Casino,

Thank you for your post. Could you please provide any relevant supporting evidence to substantiate your allegations against the player? I would appreciate a detailed explanation of the alleged failure of the verification call, as well as proof of third-party funding of the player's account.

Please send the relevant evidence to my email at jakub.m@casino.guru.

I appreciate your cooperation.

I would like to clarify the concept of "third-party payment" in relation to my transaction. When I refer to this term, I am referring to a situation in which a person other than the user makes a deposit DIRECTLY to the bookmaker.

In my case, although the money I received came from a third party (OBVIOUSLY, MONEY SHOULD ALWAYS COME FROM A THIRD PARTY), the payment was made through my bank, where I authorized and managed the deposit into my account. In other words, there was never a direct deposit from a third party to my betting account; everything was managed through my bank account.

Therefore, the money I used to make the deposit on the platform did come from a third party, but it was always processed from my bank and with my authorization.

I really appreciate your understanding and I hope you don't misunderstand my explanation. I'll be here for any further clarification that may be needed.

Quisiera aclarar el concepto de "pago realizado por terceros" en relación con mi transacción. Cuando hago referencia a este término, me refiero a una situación en la cual una persona distinta al usuario realiza un depósito DIRECTAMENTE a la casa de apuestas.

En mi caso, aunque el dinero que recibí provino de un tercero (OBVIAMENTE EL DINERO DEBE PROVENIR SIEMPRE DE ALGUN TERCERO) , lo que ocurrió es que el pago fue realizado a través de mi banco, desde donde yo autoricé y gestioné el depósito en mi cuenta. Es decir, nunca hubo un depósito directo de un tercero a mi cuenta de apuestas, sino que todo se gestionó a través de mi cuenta bancaria.

Por lo tanto, el dinero que utilicé para hacer el depósito en la plataforma sí provenía de un tercero, pero siempre fue procesado desde mi banco y bajo mi autorización.

Agradezco mucho su comprensión y espero no mal entiendan mi explicación , para cualquier otra aclaración que sea necesaria estaré aquí.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

Kindly be advised to check your email as we provided needed evidence for the situation.

Best Regards,

Rabona Team

Dear Rabona and Casino Guru Team:

I am writing to you to clearly and respectfully request the evidence on which you based your decision to withdraw my funds completely. Given this is a case with a significant amount at stake, I believe it is essential that I be granted access to this evidence, as is appropriate in a fair and transparent process.

From the outset, and in the event of any suspicions or accusations against me, I should have been notified along with the evidence supporting the decision. This would have allowed me to exercise my right to appeal on clear grounds.

At the time, I was informed that if I passed Skype verification, I would receive my full amount. However, since I failed verification—for reasons still unknown—I was only refunded the last deposit I made. I reiterate that my intention has always been to cooperate, and that is why I insist on accessing the alleged evidence that led them to limit my withdrawal.

I also want to clarify an important point that may be misinterpreted: the funds deposited into the bookmaker came directly from my personal bank account. While, naturally, any money in an account can come from a variety of sources, the deposit was made by me, from my account, without the direct involvement of a third party.

For all the above reasons, and in exercising my rights as a user, I request that I be allowed to review the evidence against me. I trust that you will be able to provide me with a clear and transparent response, based on concrete facts and not mere suspicions or assumptions.

Thank you in advance for your attention and I look forward to a prompt response.

Estimado equipo de Rabona y Casino Guru:

Me dirijo a ustedes con el fin de solicitar, de manera clara y respetuosa, las evidencias sobre las cuales se basaron para tomar la decisión que afectó el retiro total de mis fondos. Considero que, siendo este un caso con una cantidad importante en juego, es fundamental que se me otorgue acceso a dichas pruebas, tal como corresponde en un proceso justo y transparente.

Desde un principio, y en caso de haber sospechas o acusaciones en mi contra, debí haber sido notificado junto con las evidencias que sustentan dicha decisión. Esto me habría permitido ejercer mi derecho a apelación con fundamentos claros.

En su momento, me fue comunicado que, si lograba pasar la verificación por Skype, se me entregaría el total de mi dinero. Sin embargo, al no aprobarla —por razones que aún desconozco— solo se me devolvió el último depósito realizado. Reitero que mi intención siempre ha sido colaborar, y por eso es que insisto en acceder a esas supuestas evidencias que los llevaron a limitar mi retiro.

Quiero también aclarar un punto importante que tal vez se está interpretando de forma errónea: los fondos que ingresaron a la casa de apuestas provinieron directamente de mi cuenta bancaria personal. Aunque, naturalmente, cualquier dinero en una cuenta puede tener diversos orígenes, el depósito fue realizado por mí, desde mi cuenta, sin la participación directa de un tercero.

Por todo lo anterior, y en ejercicio de mi derecho como usuario, solicito que se me permita revisar las pruebas que obran en mi contra. Confío en que podrán brindarme una respuesta clara y transparente, basada en hechos concretos y no en simples sospechas o suposiciones.

Agradezco de antemano su atención y quedo a la espera de una pronta respuesta.

Dear Rabona Casino,

Thank you for your email. I’ve replied with some additional inquiries and look forward to your response.

I appreciate your continued cooperation.

Dear Kubo,

Kindly be advised to check your email as we provided needed evidence for the situation.

Best Regards,

Rabona Team

I await the aforementioned evidence. I'll be available should you need any additional information from me.

I reiterate that I would like to review this evidence, as these are accusations that directly affect my finances, and it involves a considerable sum.

I look forward to your response.

Kind regards ...

Quedo a la espera de las evidencias mencionadas. Estaré disponible en caso de que necesiten información adicional de mi parte.

Reitero que me gustaría revisar dichas pruebas, ya que se trata de acusaciones que afectan directamente mi dinero, y se trata de una suma considerable.

Quedo atenta a su respuesta.

Saludos cordiales ...

Dear tiffania,

An essential aspect of the player's verification process - particularly in relation to the funds used at the casino - is the ability to clearly explain and substantiate the source of those funds. When a significant portion of the funds deposited into the casino originates from an unknown source, it understandably raises concerns in accordance with Anti-Money Laundering (AML) policies.

To ensure compliance, the casino must be confident that all funds passing through its platform are of legitimate origin. Could you kindly clarify where the funds in question originated?

You are welcome to share your response either publicly here or privately via my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Hello, and thank you for giving me the choice of responding publicly or privately, but I prefer to respond publicly because I have absolutely nothing to hide. You already have all my information, and honestly, you can investigate me as much as you want. I'm completely calm and confident that everything I've done is legal. (I even read all of your Rabona terms and conditions, something I'm sure not even 90% of your users do.)

I understand that for compliance and anti-money laundering reasons you may always be suspicious, but I want to make it clear that the money I have deposited with the Rabona betting house comes from various completely legitimate sources: previous jobs, personal savings, birthday gifts, odd jobs I held while studying at university, among others.

Even part of the money came from a loan I made to a friend who I lent to at the time for a delicate personal situation, then that money was sent directly to my bank account.

These aren't large sums of money or suspicious transactions. Everything has been transparent down to the last cent. It took a lot of effort to raise that money, which is why I'm still insisting after almost two years on an amount that is very important to me.

If you need any personal information to investigate me, I have no problem. I'm completely willing to cooperate. But I want to make it clear that there's nothing illegal behind my deposits. Everything is in order.

Hola y gracias por darme a escoger si responderlo de manera publica o privada pero prefiero responder públicamente porque no tengo absolutamente nada que ocultar. Ustedes ya tienen todos mis datos y, sinceramente, pueden investigarme cuanto deseen. Estoy completamente tranquila y segura de que todo lo que he hecho es legal. (incluso me leí tooodos sus términos y condiciones de rabona , cosa que ando segura que ni el 90% de sus usuarios lo hacen)

Entiendo que por temas de cumplimiento y prevención del "blanqueo de capitales" tengan que sospechar siempre , pero quiero dejar en claro que el dinero que he depositado en la casa de apuestas Rabona proviene de diferentes fuentes completamente legítimas: trabajos anteriores, ahorros personales, regalos de cumpleaños, trabajos esporádicos que realicé mientras estudiaba en la universidad, entre otros.

Incluso una parte del dinero provino de un préstamo que le hice a un amigo al que en su momento le presté para una situación personal-delicado , luego ese dinero fue enviado directamente a mi cuenta bancaria.

No se trata de grandes sumas de dinero ni de movimientos sospechosos. Todo ha sido transparente hasta el ultimo centavo. Me ha costado mucho esfuerzo reunir ese dinero, por eso mismo sigo insistiendo después de casi dos años por un monto que es muy importante para mí.

Si necesitan alguna información personal para investigarme , no tengo problemas yo estoy completamente dispuesta a colaborar, pero quiero dejar claro que no hay nada ilegal detrás de mis depósitos. Todo está en regla.

Dear tiffania,

Thank you for your explanation - I truly appreciate your cooperation and the dedication you've shown throughout the resolution process.

Dear Rabona Casino,

In light of the player’s recent explanation, I would like to proceed with a further investigation of this case. The justification based on third-party account funding appears to be a relatively weak basis for full balance confiscation and account closure, especially without a deeper review of the circumstances.

I would like to revisit the failed verification call as it may provide more context. Could you please elaborate on this issue and share any detailed findings regarding discrepancies observed during the call? If available, providing a full transcript or a recording of the call would be greatly appreciated and extremely helpful for our assessment.

Thank you in advance for your cooperation.

First of all, I want to mention that so far I have not been shown any concrete evidence regarding deposits made by third parties. I have the impression that it is believed that a third party directly replenished the account at the betting house, but I want to make it clear that this was not the case. This third party merely returned money that I had previously lent them, and this amount was deposited into my personal bank account. From there, I replenished the account with the betting house myself.

On another note, I want to emphasize that for the video call to go ahead, several reschedulings had to be made: three times by Rabona and once by me. Finally, when the video call actually took place, they didn't even turn on the camera. Despite being in a hurry because I had to go to work, I kept my camera on throughout the entire call.

The questions you asked me were, in my opinion, very thorough and detailed, as if they were directed at a professional in the field. However, I want to remind you that I'm simply a hobbyist who's here for fun, not as a profession. Despite that, I'm willing to continue collaborating and answering any questions you may have to resolve this situation as best as possible.

En primer lugar, quiero mencionar que hasta el momento no se me ha mostrado ninguna prueba concreta respecto a los depósitos realizados por terceros. Tengo la impresión de que se piensa que un tercero recargó directamente la cuenta en la casa de apuestas, pero quiero dejar en claro que eso no fue así. Ese tercero únicamente me devolvió un dinero que previamente yo le había prestado, y dicho monto fue depositado en mi cuenta bancaria personal. Desde ahí, yo misma hice la recarga a la casa de apuestas.

Por otro lado, quiero recalcar que para que se pudiera llevar a cabo la videollamada, se tuvieron que hacer varias reprogramaciones: tres veces por parte de Rabona y una por mi parte. Finalmente, cuando la videollamada se realizó, ni siquiera encendieron la cámara. Yo, a pesar de estar apurada porque tenía que salir a trabajar, estuve con la cámara encendida durante toda la llamada.

Las preguntas que me hicieron fueron, a mi parecer, muy minuciosas y detalladas, como si estuvieran dirigidas a un profesional del rubro. Sin embargo, quiero recordar que soy simplemente una aficionada que apuesta por diversión, no por profesión. A pesar de eso, estoy dispuesta a seguir colaborando y respondiendo todas las dudas que tengan para resolver esta situación de la mejor manera posible.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

Kindly be advised to check your email as we provided needed evidence for the situation.

Best Regards,

Rabona Team

I reiterate my dissatisfaction with the handling of my case. I understand that Rabona has sent you (Casino Guru) supposed "evidence" to justify withholding my funds. However, I am convinced that you have no real evidence to justify keeping my money, which was legitimately deposited and wagered.

Furthermore, the verification process was completely flawed: I waited almost a year, and during the video call, they didn't even turn on their camera, which I consider a lack of ethics and transparency.

In any case, I will be here attentive to answer your questions or doubts.

Reitero mi inconformidad con el manejo de mi caso. Tengo entendido que Rabona ha enviado supuestas "pruebas" a ustedes (Casino Guru) para justificar la retención de mis fondos. Sin embargo, estoy convencida de que no tienen evidencia real que justifique quedarse con mi dinero, el cual fue depositado y apostado legítimamente.

Además, el proceso de verificación fue completamente deficiente: esperé casi un año y, en la videollamada, ni siquiera encendieron su cámara, lo que considero una falta de ética y transparencia.

De todas maneras , estaré aquí atenta para responder a sus preguntas o dudas

Dear tiffania,

I completely understand your frustration regarding the delays and the unresolved situation. While the casino asserts that they have provided the necessary evidence, the materials submitted thus far lack the substantive, physical documentation required for a proper investigation. They are, in essence, unverified claims rather than concrete proof.

Please rest assured that I am actively working to obtain more detailed and relevant information from the casino. In the meantime, could you kindly forward the complete bank statement you submitted to the casino during your verification process? You may send it directly to my email at jakub.m@casino.guru.

Thank you for your continued patience and cooperation.

Dear Rabona Casino,

I would like to respectfully reiterate my concerns regarding the recent responses, which I feel have not yet provided the necessary clarity or detail. In particular, the matter of the failed Skype verification call remains unresolved, with the explanation given so far lacking sufficient depth.

In my previous correspondence, I outlined three specific inquiries. Regrettably, the response I received addressed these only in part, and in some instances, not at all. When requesting clarification on the reason for the failed verification call, I was hoping for a more comprehensive explanation supported by tangible evidence (as a call recording or full transcript), rather than a general statement that the call simply failed because the customer did not answer the questions.

I kindly ask you to review the original inquiries once more and provide more detailed, well-supported responses. Clear and transparent communication is essential in moving this matter toward a fair resolution.

Thank you for your time and continued cooperation.

Sorry, but I don't remember exactly which bank statement I sent to Rabona. I'll check my email to verify it, and if I find it, I'll send you a message at the address you provided.

Regarding what Rabona mentioned about the Skype verification call, I'd like to clarify that the questions asked were quite technical, as if I were dealing with a professional gambler. In my case, I only bet occasionally, for fun, and my knowledge of sports is fairly basic.

I answered all the questions they asked me during the call, perhaps not in the way they expected, but I did so honestly. I want to be clear that I'm not a sports expert or a professional gambler.

Furthermore, I want to remind you that the video call was made to verify that I was the account holder and that no one else was using it, and that was the case. However, after waiting several months for this process to be carried out, I was ultimately informed that I failed verification for unclear reasons based on criteria that were not specifically explained to me. I consider this decision unfounded, especially considering that I complied with everything requested.

Disculpen, pero no recuerdo exactamente qué extracto bancario envié a Rabona. Revisaré mis correos para verificar cuál fue y, en caso de encontrarlo, les estaré enviando un mensaje al correo que me indicaron.

Respecto a lo que menciona Rabona sobre la llamada de verificación por Skype, quisiera aclarar que las preguntas realizadas fueron bastante técnicas, como si se tratara de un apostador profesional. En mi caso, yo solo apostaba ocasionalmente, por diversión, y mis conocimientos sobre deportes son bastante básicos.

Respondí todas las preguntas que me hicieron durante la llamada, quizás no de la forma que ellos esperaban, pero lo hice con sinceridad. Quiero que quede claro que no soy una experta en deportes ni una apostadora profesional.

Además, quiero recordar que la videollamada se realizó con el objetivo de verificar que yo era la titular de la cuenta y que nadie más la estaba utilizando, y así fue. Sin embargo, luego de haber esperado varios meses para que llevaran a cabo ese proceso, me informan al final que no superé la verificación por motivos poco claros y basados en criterios que no me han explicado de forma concreta. Considero que esta decisión carece de fundamento, especialmente teniendo en cuenta que cumplí con todo lo solicitado.

Dear Kubo,

Kindly be advised to check your email as we provided needed evidence for the situation.

Best Regards,

Rabona Team

Dear all,

Unfortunately, the relevant department will not share confidential information such as : face of client, recording of client, conversation or any other information. 

All the information is already provided.

In order to solve the case with the best way possible for all sides , we would like to refund to the customer the rest of the winnings in this case (4300 PEN).

Also, we would like to mention that after the refund of the winnings the account will remain closed and cannot be reopened.

Dear tiffania, in order to refund your money you need to provide us a details from Skrill or Crypto wallet ( btc / doge/ltc /usdc)

Thank you for understanding.

Best Regards,

Rabona Casino Team

Dear Rabona Casino,

Thank you for taking a step toward a fair and satisfactory resolution for the player. I sincerely appreciate your commitment and cooperative approach throughout this process.

Dear tiffania,

Thank you as well for your patience and cooperation during the resolution process. Please let me know once you have received your refund.

Dear tiffania,

I hope this email finds you well.

We are happy to announce that the refund of 5562 PEN is scheduled, and the money will be into your account in short period of time.

Thank you for understanding and have a great day.

Best Regards,

Rabona Casino Team

The money was successfully transferred to my Binance account. Thank you very much.

Finally, after more than a year of insisting, I was able to get the solution I deserved.

Thanks to Casino Guru for their support.

The refund was complete, and I now have the money. Thank you so much!

El dinero fue recibido correctamente en mi cuenta de Binance. Muchas gracias.

Finalmente, después de más de un año insistiendo, pude obtener la solución que merecía.

Gracias a Casino Guru por su apoyo.

El reembolso fue completo y ya tengo el dinero conmigo. ¡Gracias de corazón!

Dear tiffania,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo