Rabona Casino - La cuenta del jugador se cerró con el saldo bloqueado en su interior.

Good day, I made a deposit of 150€ into Rabona and subsequently began playing on their site, both for the casino portion and the sports betting part.

After roughly one week, with 1200 in my account, I requested a withdrawal of 500€ but my gaming account was restricted. They requested a number of documents (identity card photo, picture of the card used for deposit, bank statement, etc) but a few days later they closed my gaming account and I am now unable to access it.

I noticed that they sent me an email shortly before closing the account, in which they stated they had also cancelled the ongoing bank transfer.

I would like to regain access or receive my money back, can you assist me?

Buongiorno, ho effettuato un deposito di 150€ su Rabona e successivamente ho iniziato a giocare sul loro sito sia per la parte di casino che per quella di scommesse sportive.

Dopo circa una settimana, con 1200 sul conto, ho richiesto il prelievo di 500€ ma il mio conto gioco è stato limitato. Mi hanno chiesto una serie di documenti (foto carta d'identità, foto carta usata per depositare, estratto conto, etc) ma dopo qualche giorno mi hanno chiuso il conto gioco e ora non riesco ad accedere.

Ho notato che mi hanno inviato, poco prima di chiudere il conto, una mail in cui mi dicevano di aver annullato anche il bonifico in corso.

Vorrei riottenere gli accessi o i miei soldi, potete aiutarmi?

Hello diratonete,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may restrict your access until it is finished.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thanks for the quick response, my name is Daniele.

The verification process started about 10 days ago, I would like to point out that the gaming account had already been limited for about a week.

During the verification process, they immediately approved my photo ID, copy of the credit card used to deposit and proof of residency.

They then also asked me for the account statement proving the deposit using the indicated card, and this is where the problems arose: first

Instead, they rejected the screenshot in which I showed the transaction from my home banking relating to the aforementioned deposit; then I proceeded to send a new document, the actual account statement, for the transactions from 01/12/23 to 10/01/24 as requested by them.

This second time too they asked me for further documentation relating to this deposit, and when I sent a screenshot with the details of the transaction, which reported the words "payment made on a foreign POS", they closed my account.

I tried both sending emails and speaking via live chat, the only thing I managed to get from the live chat was that they told me that I used cards registered to third parties (which is obviously not true).

From their email support@rabona.com they reply to me that there has been a violation of point 9.1 of the T&Cs, which however includes a whole series of General Conditions and I don't understand precisely what they are complaining about.

The only thing I notice is that, when I deposited the €150 on Rabona, on my home banking the transaction was €155.39 (I attach the screenshot with the details to understand if this is normal).

At the time I didn't have any problems because I thought it was about commissions, but now I wonder if it's this discrepancy that makes him believe that the deposit didn't come from me.

I also attach the screenshot of the live chat and remain available for any further information.

Thanks in advance for your support,

Daniel

Ciao Nick,

Grazie a te della veloce risposta, il mio nome è Daniele.

Il processo di verifica è iniziato circa 10 giorni fa, premetto che il conto gioco era già stato limitato da circa una settimana.

Durante il processo di verifica, mi hanno subito approvato la foto del documento d'identità, la copia della carta di credito usata per depositare e l'attestato di residenza.

Mi hanno poi chiesto anche l'estratto conto che dimostrasse l'avvenuto deposito tramite la carta indicata, e da qui sono nati i problemi: prima

Mi hanno invece rigettato lo screenshot in cui mostravo la transazione della mia home banking relativa al suddetto deposito; poi ho provveduto a inviare un nuovo documento, l'estratto conto vero e proprio, per le transazioni dal 01/12/23 al 10/01/24 come da loro richiesto.

Anche questa seconda volta mi hanno chiesto un'ulteriore documentazione relativa a questo deposito, e quando ho inviato uno screenshot con i dettagli della transazione, che riportava la dicitura "pagamento effettuato su Pos estero", mi hanno chiuso il conto.

Ho provato sia a inviare mail che a parlare tramite live chat, l'unica cosa che sono riuscito a ottenere dalla live chat è che mi dicono che ho utilizzato carte intestate a terzi (cosa ovviamente non vera).

Dalla loro mail support@rabona.com mi rispondono che c'è stata una violazione del punto 9.1 dei T&C, che però comprende tutta una serie di Condizioni Generali e non capisco precisamente cosa mi stiano recriminando.

Io l'unica cosa che noto è che, quando ho depositato i 150€ su Rabona, sul mio home banking la transazione è risultata di 155,39€ (allego lo screenshot con i dettagli per capire se sia normale).

Io al tempo non mi ero fatto problemi perché credevo riguardasse delle commissioni, ma ora mi chiedo se sia questa discrepanza a fargli credere che il deposito non sia arrivato da me.

Allego anche lo screenshot della live chat e rimango a disposizione per eventuali altre informazioni.

Grazie in anticipo per il supporto,

Daniele

Hi Nick,

I haven't heard back and I see the timer expiring in 16 hours.

Can you help me?

Thank you!

Daniel

Ciao Nick,

Non ho più ricevuto riscontro e vedo il timer scadere tra 16 ore.

Potete aiutarmi?

Grazie!

Daniele

Hello diratonete,

Can you please advise if the bank account and the card is all under your name? Does the account owner matches the ID you provided to the casino? If possible, can you forward those proofs to nikolas.b@casino.guru?

Hi Nick,

I confirm that the account and card are in my name.

I also confirm that the account matches my ID, which is the one provided to the casino.

I just forwarded all the evidence to the indicated email.

Thanks in advance,

Daniel

Ciao Nick,

Si confermo che il conto e la carta sono a mio nome.

Confermo anche che l'account corrisponde al mio ID, che è quello fornito al casinò.

Ho appena inoltrato tutte le prove alla mail indicata.

Grazie in anticipo,

Daniele

Thank you diratonete for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick,

I am still waiting for a contact from Branislav.

Good day

Grazie Nick,

Sono ancora in attesa di un contatto da Branislav.

Buona giornata

Hello, diratonete,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rabona Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rabona Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked/closed? What steps should the player take to unblock the account and/or withdraw the disputed winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav, 

Thank you for contacting us.

We sent you an email with all the details and the evidences regarding customer's account.

Looking forward to hearing from you.

Best Regards, 

Rabona Casino

Good morning everyone,

I have not received any response or a copy of the email from Rabona with details and evidence relating to my account.

Please can you send them to me too?

Thank you

Daniel

Buongiorno a tutti,

Non ho ricevuto alcun riscontro né una copia della mail da parte di Rabona con i dettagli e le prove relative al mio account.

Per favore potete inviarle anche a me?

Grazie

Daniele

Thank you for your email and the explanation, Rabona Casino Team.

However, maybe there is a logical explanation that could clarify the casino's suspicions. Please, look at my last email regarding the matter and provide me with the requested details.

Dear diratonete,

Can you please provide me with a complete bank statement that you shared with the casino showing the deposit made to the casino?

The amount is not a problem here at all. Your statement/screenshot really shows the deposit in question. But - is it possible that there were received payments from another person or 3rd party to your bank account shortly before you made the deposit to the casino? If so, can you please somehow rationally explain it? What are those payments and where did they come from?

It could look very suspicious in the casino's eyes. Players are obliged to also verify the source of funds, and it is prohibited to use someone else's funds for deposits to the casino.

Feel free to use my email to send the document(s) (branislav.b@casino.guru).

Dear Branislav, 

We answered your questions via email. Looking forward to hearing from you.

Best Regards, 

Rabona Casino

Dear Rabona Casino Team,

Thank you for additional information. I replied to your email with other questions. Please, check it.

Dear diratonete,

Thank you very much for your emails and the documents provided.

However, the statements show only transactions until January 10, 2024, so the transactions you mentioned above after this date, from 2 other people, are not shown there. I asked the casino if we need it, so I will inform you if it is necessary to share it with us once they let me know.

Currently, I am waiting for the casino's email and answers.

In the meantime, I have a question.

I saw several transactions made to "Betfair Dublin" in your bank statement. Do I understand correctly that it is an online casino or betting website/company?

Hi Branislav,

Ok thanks for the feedback then I'll wait for the response from the casino.

I confirm that Betfair is an online casino where I have been playing regularly for years now due to the large selection of the live casino. I can also provide further account statements of other deposits that took place both before and after the period for which I sent the statement.

Thank you, I await your news,

Daniel

Ciao Branislav,

Ok grazie del riscontro allora rimango in attesa della risposta da parte del casinò.

Ti confermo che Betfair è un casinò online su cui gioco abitualmente ormai da anni per la grande selezione del live casinò, eventualmente posso fornire anche ulteriori estratti conto di altri depositi avvenuti sia prima che dopo il periodo per il quale ho inviato l'estratto.

Grazie attendo vostre notizie,

Daniele

Great diratonete,

Thank you for confirmation. Now I am setting the timer for the casino, so let's wait for their response.

Dear Rabona Casino Team,

I replied to your email with other questions. Please, check it, and let us know if anything else is needed and if the casino is able to reconsider its initial decision.

Dear all,

Thank you for your patience.

We would like to inform you that after a thorough review of the account, we have come to a decision to pay out the confiscated balance of the account. The payment was processed from our side on 07.03.2024.

Best regards,

Rabona.com

Good morning Casino,

Thank you very much for checking and feedback.

I am waiting for the payment to be issued.

Greetings,

Daniele Ga****a

Buongiorno Casinò,

Grazie mille per il controllo e il riscontro.

Rimango in attesa dell'emissione del pagamento.

Saluti,

Daniele Ga****a

Thank you very much, Rabona Casino Team, for your reconsideration. We highly appreciate your approach and willingness to investigate the matter deeper additionally.

Dear diratonete,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

Since the withdrawal process usually takes some time, provide the casino with a few business days.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Looking forward to hearing from you.

Hi Branislav,

I confirm that I have received the full amount as promised by the casino.

I thank you infinitely for all the support you have given me.

You casino gurus were fantastic.

Thank you so much and see you next time!

Daniel

Ciao Branislav,

Confermo di aver ricevuto l'intero importo come promesso dal casinò.

Vi ringrazio infinitamente per tutto il supporto che mi avete dato.

Voi di casinò guru siete stati fantastici.

Grazie davvero e alla prossima!

Daniele

What great news!

Thank you, diratonete, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Thank you, Rabona Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru