Rabona Casino - La cuenta del jugador ha sido reabierta sin su consentimiento.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Rabona Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether you currently still have access to your account?
• Could you please confirm when did you first express gambling related problems to the casino?
• Could you please share receipts of your deposits made after the reopening of your account? You can reach me via email at attila.g@casino.guru, or you can 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,

Attila

Good morning!!! How are you?

First of all, I want to thank you for your valuable contribution.

Here is the information:

I requested the permanent cancellation of my account, along with a report of gambling addiction, on May 25, 2026... (I had previously requested this via chat and email, but I only have proof of the request from May 25). (Attached is a screenshot as proof.)

On the same day, they informed me that my account had been closed.

Just 17 days later (starting on June 12, 2026), they reopened it and began sending me emails offering bonuses. (I’ll attach copies of the emails.)

Now they’ve closed the account, and I don’t have access to it (thank God).

Several deposits were made (I’ll send them to you right away) 

P.S. They did this at the other casinos they manage as well… They promised to reimburse me (Spinanga), and I was reimbursed only by Legiano… The rest of them made promises but didn’t follow through.

Thank you very much for your help.

Bom dia!!! Como vai?

Primeiramente quero agradecer a sua importante colaboração.

Segue as informações:

Solicitei o cancelamento definitivo da minha conta, juntamente com a comunicação de vício em jogos no dia 25/05/2026... ( Já havia solicitado anteriormente via chat e email, mas só tenho guardado a prova do dia 25/05). ( Segue em anexo o print de comprovação).

No mesmo dia informaram que a minha conta havia sido encerrada.

Passado apenas 17 dias (a partir de 12/06/26) reabriram e começaram a me enviar emails com oferecimento de bônus. (Vou anexar cópias dos emails).

Agora fecharam a conta, não estou tendo acesso ( graças a Deus).

Foram diversos depósitos efetuados ( vou lhe enviar pronta) 

P.s Fizeram isso tbem nos outros Cassinos administrados por eles... Ficaram de me ressarcir (Spinanga ) e foi ressarcido apenas da Legiano... Nós demais prometeram e não cumpriram.

Agradeço muito vossa ajuda

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, Martin (martin.l@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.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Kellynha123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Rabona Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the account reopened? Can you confirm whether the casino is still willing to issue a refund?

Afterwards, would you be able to provide us with the user's deposit history?

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Hello all!

Dear Kellynha123,

We would like to kindly inform you that in order to proceed with the refund, we have sent you an e-mail to provide to us your crypto details that the payments team needs.

Please, kindly check the e-mail sent to you and provide us with the requested details or if there is a matter to locate our e-mail, you may kindly share your crypto details through our conversation.

Thank you for your cooperation.

Best regards,

Rabona Team

Dear casino representative,

thank you for your response.

Dear Kellynha123,

are you happy to receive the refund via crypto? If so, please provide the requested information to the casino representative. You can freely post it here, I will set the message as sensitive.

Good morning!

Please note that I do not have a cryptocurrency wallet; my deposits were made via Pix, and I need to receive the refund in the same way or via bank transfer. (Cryptocurrency is not a viable option for me.)

You have all my information to process the refund (both for international transfers and domestic transfers).

First, you asked me for the information for an international transfer, and I provided it (in both US dollars and euros); then you asked me for the domestic information (which I sent)... And now you want to use cryptocurrency?.... I need the refund via Pix or bank transfer; you have every means to do so—you just need to want to.

Thank you, and I look forward to you honoring your commitment with integrity and decency.

Bom dia!

Informo que não possuo carteira de criptomoedas, os meus depósitos foram feitos via Pix e preciso receber da mesma maneira ou transferência bancária. (A modalidade criptomoeda não é viável para mim).

Vocês tem todos os meus dados para procederem o reembolso ( tanto para transferência internacional, quanto dados nacionais).

Primeiro vocês me pediram os dados para transferência internacional e eu providenciei (tanto na moeda Dólar, quanto em Eur), depois me pediram os dados nacionais ( eu enviei)... E agora querem via criptomedas?.... Preciso do reembolso via Pix ou transferência bancária, vocês tem toda a possibilidade de assim fazer, basta querer.

Agradeço e fico no aguardo do comprimento do compromisso com honra e hombridade.

Dear Kellynha123,

Thank you for the clarification, we hope the casino will be able to accommodate your decision.

Dear casino representative,

The player has confirmed that she does not have a cryptocurrency wallet and cannot receive the refund via crypto. She also states that she has already provided the details required for both domestic and international bank transfers.

Could you please arrange the refund via Pix or bank transfer? In case there is any specific reason these methods cannot be used, let us know so we can work on an alternative viable for both sides.

Dear Kellynha123,

Thank you for your patience.

We would like to kindly inform you that it is possible to process your funds through bank transfer.

To process this transfer, our payments team requires the following accurate banking details. Please reply directly to this email with the completed information below:

-Full Name: (Please include all first, middle, and last names exactly as they appear on your bank statement)

-E-mail Address:

-IBAN:

-Bank Account Number:

-BIC / SWIFT Code:

-Bank Name & Location City:

-Country:

Once we receive these complete details, we will immediately forward them to our financial department to execute the transfer.

Thank you for your cooperation.

Best regards,

Rabona Team

Dear parties,

thank you both for your continued cooperation in this case.

Please let us know when the funds are sent and the refund is processed.

Dear Kellynha123,

Thank you for the details provided.

We kindly inform you that we have forwarded them to our payments team and we will have updates for you as soon as possible.

Thank you for your patience.

Best regards,

Rabona Team

Dear casino representative,

thank you for your message, please let us know once the funds are processed on your side.

Dear Kellynha123,

Thank you for your patience.

Our Finance and Payments team has reviewed the information, but unfortunately, we are unable to process transactions in Brazilian Real (BRL) to accounts denominated in USD or EUR.

To process your payout without issue, please provide bank details for an account that accepts transactions in local currency (BRL).

Once we receive your local BRL bank details, our team will immediately process your transfer.

Thank you for your understanding and cooperation!

Best regards,

Rabona Team

Dear parties,

thank you both for your continued cooperation. We will now wait for a confirmation of transfer from the casino's side.

Dear Kellynha123,

Thank you for providing your banking information for the refund request.

Upon reviewing the details, our Finance team noted that the Account Number and the SWIFT/BIC code of your bank were missing. To ensure a smooth transfer, we require a full set of details.

Please reply directly to this email with the following complete information:

Full Name: (Please include all names, including middle names)

E-mail Address:

Bank Account Owner’s Name:

Account Number: (or IBAN, where applicable)

Bank Name:

Bank Location: (Country)

SWIFT / BIC Code:

Once we receive these details, we will immediately process your refund.

Thank you for your cooperation and patience!

Best regards,

Rabona Team

Dear Kellynha123,

Thank you for the bank details provided.

Please, rest assured that we have forwarded them to our payments team and we will have updates for you very soon.

Best regards,

Rabona Team

Good morning!

Thank you very much, I look forward to hearing from you!

Bom dia!

Muito obrigada, fico no aguardo!

Hello!

Just to let you know, I received an email from Rabona Casino on July 29th informing me that a withdrawal request had been created and would be processed shortly.

I’m still waiting; so far, the money hasn’t been deposited into my account.

Here is a screenshot of the email.

Thank you

Olá!

Como forma de informação, recebi um e-mail do Cassino Rabona no dia 29/07.. informando que foi criado uma solicitação de saque e que em breve seria processado.

Estou no aguardo, até o momento o dinheiro não entrou na minha conta.

Segue o print do e-mail.

Obrigada

Hello Kellynha123,

I am happy to hear things are moving in the right direction. I will leave this complaint open for now, please let us know once the funds arrive.

Good morning!!

I'll let you know as soon as I receive it. Thank you so much for your help.

Bom dia!!

Avisarei assim que receber, agradeço imensamente pela vossa colaboração.

Good morning!!

I'd like to let you know that, as of now, I have NOT received the payment.

Could you please check on the status?

Thank you very much

Bom dia!!

Informo que até o momento, NÃO recebi o pagamento.

Por gentileza, poderiam verificar o andamento?

Agradeço muito

Dear Kellynha123,

thank you for your update - we will await a clarification from the casino representative. I sincerely hope this is just a small delay.

Hello!!! Good morning!!!

I’d like to let you know that I received an email from the casino today stating that the withdrawal has been processed and that it may take up to 3 business days to appear in my account (I’ll wait and let you know as soon as it shows up, since it hasn’t appeared yet)

Attached is a screenshot of the email.

Thank you

Olá!!! Bom dia!!!

Informo que recebi um e-mail do cassino na data de hoje, informando que o saque foi concluído, que pode levar até 3 dias úteis para aparecer na conta (vou aguardar e informo assim que constar, pois ainda não consta)

Segue em anexo o print do e-mail.

Agradeço

Dear Kellynha123,

We kindly inform you that the funds have been transferred successfully.

Thank you for your patience.

Best regards,

Rabona Team

Good afternoon, everyone!!

I’d like to let you know that I received the payment, and I’m incredibly grateful to Cassino Guru for their valuable assistance.

Thank you

Boa tarde a todos!!

Informo que recebi o valor, agradeço imensamente ao Cassino Guru pela valiosa colaboração.

Grata

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

Dear Kellynha123,

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,

Martin