Rabona Casino - La cuenta del jugador se cerró.

Good afternoon, I created the casino account, deposited, played and got winnings. When I requested the withdrawal they asked to verify my account. I provided all the documents they needed and it was mostly ok, just pending bank transaction history.

From there the casino closed my account (I no longer have access), and when I went to ask the reason via support they replied that my account was closed based on article 9.1 of their Terms and Conditions.

I looked through this article and didn't see anything I fit. I sent an email and tried the website's live chat to try to clarify the situation and ask for a new review, but at the end of almost two weeks of headache, I only got the following response via email: "We inform you that your account has not been passed the verification process in accordance with paragraph 9.1 of our Terms & Conditions.

This decision is final and non-negotiable."

From there I only understand that the decision taken by the casino is arbitrary and without basis.

My account was closed and they won't refund me my deposit of 250 BRL, much less my winnings of 1815 BRL, being a total loss of 2065 BRL.

I need you to pay my money. I requested the withdrawal on 01/05/2023.

NOTE: As soon as the account verification process took place, the site deleted my betting history.

Boa tarde, eu criei a conta no cassino, depositei, joguei e obtive ganhos. Quando eu solicitei o saque eles pediram para verificar minha conta. Eu forneci todos os documentos de que precisavam e estava quase tudo ok, tendo pendência apenas no histórico de transações bancárias.

A partir daí o cassino fechou minha conta (eu não tenho mais acesso), e quando eu fui perguntar o motivo via suporte eles me responderam que minha conta foi encerrada com base no artigo 9.1 dos Termos e Condições deles.

Eu procurei neste artigo e não vi nada em que eu me enquadrasse. Enviei e-mail e procurei o chat ao vivo do site para tentar esclarecer a situação e pedir nova reavaliação, mas ao final de quase duas semanas de dor de cabeça eu só obtive a seguinte resposta via e-mail: "Informamos que sua conta não passou no processo de verificação, de acordo com o parágrafo 9.1 de nossos Termos&Condições.

Essa decisão é final e não negociável."

A partir daí eu só entendo que a decisão tomada pelo cassino é arbitrária e sem embasamento.

Minha conta foi encerrada e não vão me devolver meu depósito de 250 BRL, muito menos meus ganhos de 1815 BRL, sendo um prejuízo total de 2065 BRL.

Preciso que paguem meu dinheiro. Eu solicitei o saque no dia 05/01/2023.

OBS: Assim que se deu o processo de verificação de conta o site excluiu meu histórico de apostas.

Hello kmbsantos,

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

Could you please advise when did you register to the casino? Do you have any other account or does anybody else play from the same household? Did the casino specify what exactly did you do wrong? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I registered at the casino on 04/01/2023. Nobody else in my house gambles and I don't have any other casino accounts.

The most specific the casino came close to being was when it said my account was closed because of article 9.1. I asked them to re-evaluate my account, I asked them to check it again and that if they needed any other additional documents or photos they could ask me, but the casino informed me that the decision on my account is final and definitive.

I stayed in contact with the casino from the very beginning of the account verification process in order to make sure everything was right and to clarify any doubts about sending the necessary documents and photos.

PS: From what I could understand the casino didn't verify my account because they couldn't figure out where my money comes from.

I make it clear to you, just as I made it clear to Rabona Casino: I work, I'm a state public servant... I receive my salary through an account at a bank (Banese bank) which I don't like because the state only pays through that bank and only I use it to receive the money. After that the money is transferred to my NuBank bank account. It was from NuBank bank that I made the deposit at Rabona Casino.

I ask you to see my case with this casino and if you need any photo or document to help, don't hesitate to ask me.

Eu me registrei no cassino no dia 04/01/2023. Ninguém mais na minha casa joga e eu não tenho nenhuma outra conta no cassino.

O mais específico que o cassino chegou perto de ser foi quando disse que minha conta foi fechada por causa do artigo 9.1. Eu pedi para fazerem uma reavaliação da minha conta, pedi que verificassem de novo e que se precisassem de algum outro documento ou foto complementar eles poderiam me solicitar, porém o cassino me informou que a decisão sobre a minha conta é final e definitiva.

Eu mantive contato com o cassino desde o início do processo de verificação de conta a fim de fazer tudo certo e esclarecer as dúvidas sobre o envio dos documentos e fotos necessários.

OBS: Pelo que eu pude entender o cassino não verificou minha conta porquê não conseguiram concluir de onde vem o meu dinheiro.

Deixo claro para vocês, assim como deixei claro pro Rabona Casino: eu trabalho, sou servidor público estadual... Recebo meu salário através de uma conta em um banco ( banco Banese ) que não gosto pois o estado só paga através desse banco e só o utilizo para receber o dinheiro. Após isso o dinheiro é transferido para minha conta no banco NuBank. Foi do banco NuBank que eu fiz o depósito no Rabona Casino.

Peço que vejam meu caso com esse cassino e se precisarem de qualquer foto ou documento para auxiliar, não hesitem em me pedir.

Thank you kmbsantos for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello kmbsantos,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Rabona Casino to join the conversation.

Dear Rabona Casino,

Can you please provide some information on why the player's account got closed? Please provide any supporting evidence to my email michal.k@casino.guru

Dear Michal,

Thank you for reaching out.

We have forwarded the details of this case to your email.

Sincerely,

Rabona

Thank you, Rabona Casino. I've received the email.

Dear kmbsantos,

Can you please forward all the documents you have submitted to Rabona Casino to my email michal.k@casino.guru for review?

The documents were forwarded to the email michal.k@casino.guru .

Thank you for your attention and I am available to provide other documents or information that may help to clarify this misunderstanding.

Os documentos foram encaminhados para o e-mail michal.k@casino.guru.

Agradeço pela atenção e me disponibilizo a fornecer outros documentos ou informações que possam ajudar a esclarecer esse mal entendido.

Dear kmbsantos,

I have received your email and I am communicating with the casino, we have to thoroughly review your case. I will let you know if we need any other information or documents from you. For the time being, I ask for your patience.

Dear All,

We are continuing the verification of the account. The customer will receive the email with the details.

We will keep you updated. Thank you for the cooperation.

Sincerely,

Rabona

Dear kmbsantos,

Please keep me updated on the progress and if you need any further assistance.

Thank you again for your attention Michal.

Rabona Casino contacted me via email and asked me to resend a certain document. The document has been sent and I am waiting for the response.

I will keep you updated on the progress.

Agradeço mais uma vez pela atenção Michal.

O Rabona Casino entrou em contato comigo via e-mail e solicitou que eu reenviasse um determinado documento. O documento foi enviado e estou aguardando a resposta.

Manterei-o atualizado sobre o progresso.

Thanks for the update, kmbsantos.

Dear Rabona Casino,

Hopefully, you'll be able to complete the verification process this time. Keep us updated, please.

Dear,

I believe we have finally managed to resolve this misunderstanding.

My Rabona Casino account has been verified and the full amount has been transferred to my bank account today.

Thanks to Michal and everyone involved who helped us resolve this issue.

In case there is any doubt or pendency, I will still be following this topic for the next few days.

Prezados,

Acredito que finalmente conseguimos resolver esse mal entendido.

Minha conta no Rabona Casino foi verificada e o valor total foi transferido para minha conta bancária hoje.

Agradeço ao Michal e a todos os envolvidos que nos auxiliaram a solucionar este problema.

Caso haja alguma dúvida ou pendência, ainda estarei acompanhando este tópico pelos próximos dias.

Thanks for the update, kmbsantos.

Do I understand correctly that you have received all your funds (2,065 R$) successfully?

Yes, correct, I successfully received the amount of BRL 2,065.25.

Once again thank you for your attention and support.

Sim, correto, eu recebi o valor de R$ 2.065,25 com sucesso.

Mais uma vez agradeço a atenção e o apoio.

Great news, kmbsantos. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal