Rabona Casino - La cuenta del jugador se cerró en medio de un intento de retiro.

On the 18/07/2023, after successfully verifying my account, I deposited 1400 Euros into Rabona using the crypto currency Tether USDT. The deposit was made without any issues. For a few days, I placed sports bets across various categories and was fortunate to win approximately 1500 Euros. At this point, Rabona decided to reduce my betting limits to levels that were no longer attractive to me. Consequently, I decided to withdraw my funds. However, I was unable to do so at the time because my account still had a pending rollover, which I fully understood. I subsequently completed the rollover and tried again to withdraw my funds. To my surprise, although I had submitted and Rabona had approved all my documents, they suddenly starting requesting transaction history of the virtual wallet I had used to make my deposit, even though they knew it was a crypto currency deposit. I provided the transaction history for the requested period but this was insufficient because my name did not appear on the virtual wallet, a public fact that most virtual wallets do not carry any identity and are mostly anonymous. In any case, I took the initiative to send them screenshots from another one of my wallets, where my name is visible. But they deemed it insufficient and requested a Skype verification call. We arranged the call date and time via email, unfortunately, they did not show up. I waited for an hour passed the agreed time, but the call never materialised. The options for the time of the supposed call were rather inconvenient for me due to the time difference between my location and theirs, yet I stayed up until 2am of my time only for them to not contact me.

I’ve reached out to customer care via live chat, and even though they are very polite, the only response I get is that the relevant department will soon contact me via email, only in most cases they never do.

As of today, they have closed my account. I now have no other means of communication with them apart from emails or live chat, through which they don't seem to show the slightest intention of resolving this matter.

I have numerous emails and chat transcriptions that can substantiate this complaint.

Learis.

El dia 18/07/2023 despues de haber verificado con exito mi cuenta realice un deposito de 1400 Euros Rabona con crypto moneda Tether USDT , el deposito se hizo efectivo sin problemas , durante algunos dias estuve haciendo apuestas deportivas en distintas categorias y tuve la suerte de ganar aproximadamente 1500 euros . Rabona a ese punto decidio achicar mis limites de apuesta a limites que ya no eran atractivos para mi entonces me propuse retirar mi dinero. En ese momento no fue posible porque mi cuenta tenia aun un rollover pendiente , lo cual es totalmente entendible , entonces complete el rollover por completo y fue ahi que nuevamente me dispuse a retirar mi dinero , ahora con la sorpresa de que a pesar que todos mis documentos estaban enviados y aprovados por parte de Rabona , comenzaron a solicitarme un historial de la billetera virtual con la cual habia realizado mi deposito, aun sabiendo que el deposito habia sido con Cryptomoneda . Envie el historial de los meses solicitados pero no fue suficiente pues mi nombre no aparecia en la billetera virtual, es de publico conocimiento que la mayoria de las billeteras virtuales no poseen una identidad , en su mayoria son anonimas. No obstante me dispuse a enviarles capturas de pantalla de otra de mis billeteras en la cual si se puede ver mi nombre, no fue suficiente para ellos y me solicitaron hacer una llamada de Skype de verificacion , via Email se pacto el dia y el horario de la llamada y lamentablemente ellos no se presentaron para la llamada vi skype, espere durante 1 hora luego del tiempo pactado pero nunca recibi la llamada. Las opciones de horarios para la supuesta llamada son muy poco convenientes para mi por la diferencia horaria que existe entre mi locacion y la de ellos , sin embargo me quede esperando hasta las 2am de mi pais solo para que ellos no se comunicaran .

Me he comunicado con el chat de atencion al cliente y a pesar de que son muy amables , ellos la unica respuesta que tienen es que pronto el departamento correspondiente se comunicara via Email conmigo y en la mayoria de las veces eso no sucede , nunca se comunican .

Al dia de hoy ellos han cerrado mi cuenta y no tengo otra herramienta de comunicacion que no sea emails o live chat, metodos por los cuales no muestran ni la mas minima intencion de resolver el problema.

Tengo muchos Emails y transcripciones de chats con lo que puedo sustentar esta denuncia .

Learis.

Hello Learis,

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? Didn't they offer you a new date for the skype video verification?

Please note that if the closure of your account is anyhow related to sports betting, we will be forced to reject the complaint as we deal only with casino related complaints.

Looking forward to your answer.

Regards,

Nick

The verification process in the first instance was successful, I was asked for a photo of my ID front and back, as well as a service bill in my name showing my address, also a selfie holding my ID next to my face, All the aforementioned documents have been approved by Rabona before my first deposit, which was on 07/18/2023. During the first days of August I requested my first money withdrawal after having successfully completed the rollover requested by the page. It was then that even though my account was already verified they began to ask me for a transaction history of my virtual wallet in which my name can be seen (in the wallet I used to deposit, unfortunately there is no such option) I tried to explain to them in every possible way, I even sent the history but the communication is absolutely poor on their part. I also offered them history of another of my wallets in which my name does appear, but I still have no answers.

As for a new Skype call, at the moment a new appointment has not been offered, the only response I have had from the live chat was the same as always "the corresponding department will contact you" sadly that does not happen in Most of the time. The times offered to make the call are absolutely inaccessible for my time zone, which forces me to arrange the call in the early hours of the morning and even though I did so, they did not call.

I do not believe that my account closure is due to a sports betting issue especially, I do not have access to the casino or any of the services offered by Rabona

El proceso de verificacion en primera instancia fue exitoso , se me solicito foto de mi ID por delante y por detras , asi como tambien una factura de servicio a mi nombre en donde figure mi domicilio , tambien un selfie sosteniendo mi ID junto a mi rostro, todos los documentos anteriormente nombrados han sido aprobados por Rabona antes de mi primer deposito que fue el dia 18/07/2023. Durante los primero dias de agosto solicite mi primer retiro de dinero despues de haber cumplido con exito el rollover solicitado por la pagina, Fue entonces que a pesar de que mi cuenta ya estaba verificada me comenzaron a pedir un historial de transacciones de mi billetera virtual en la cual se pueda ver mi nombre (en la billetera que utilice para depositar lamentablemente no existe esa opcion) trate de explicarles de todas las maneras posibles , incluso envie el historial pero la comunicacion es absolutamente pobre por parte de ellos. Les ofreci tambien historial de otra de mis billeteras en las cuales si aparece mi nombre , pero sigo sin respuestas.

En cuanto a una nueva llamada de skype , por el momento no ha sido ofrecida una nueva cita, la unica respuesta que he tenido de parte del live chat fue la misma de siempre "el departamento correspondiente se comunicara con usted" tristemente eso no sucede en la mayoria de las veces. Los horarios ofrecidos para realizar la llamada son absolutamente inaccesibles para mi zona horaria , por lo cual me obliga a pactar la llamada en horas de la madrugada y a pesar de que asi lo hice , ellos no llamaron .

No creo que mi cierre de cuenta se deba a un asunto de apuestas deportivas especialmente , no tengo acceso ni a casino ni a ninguno de los servicios ofrecidos por Rabona

Rabona has set a new date and time for the call and it has failed again, I have been waiting for more than 1 hour and for the second time they have not called me.

Rabona ha establecido una nueva fecha y horario para la llamada y nuevamente ha fallado , he estado esperando por mas de 1 hora y por segunda vez no me han llamado .

Hello Learis,

When was the call supposed to happen? What did the casino respond when you contacted them regarding their absence during the verification call? Did they set a new date for it?

The first of the calls was scheduled for Friday, September 8 at 8am (UCT+3), I asked for the day off from work and Rabona was absent from the call.

The second call was scheduled for September 15 at 4:00 p.m. (UCT+3), I have again asked for a working day at my job to attend the call and Rabona was absent again.

When contacting them the response is practically the same as always "We have transferred your case to the corresponding department that will contact you soon" In this case they asked me for a new opportunity which I could not access because I cannot request a day off again at the job.

I will attach the emails in which you can see the details of the days and times of the appointments for the call.

It is worth clarifying that on repeated occasions I requested the information regarding the license that allows them to operate as a betting house and casino and they did not agree to give me that information. They tell me that I can find it at the bottom of the main page and at least in my case that is not like that . I have attached an image of the main footer as evidence that the information I requested does not appear as they say.

I also have some transcripts of the chats with customer service where you can see the lack of incentive to resolve the situation. The agents are very friendly and polite but they do not have the ability to resolve any situation at all.

La primera de las llamadas fue pactada para Viernes 8 de Septiembre a las 8am (UCT+3) , pedi el dia libre en mi trabajo y Rabona se ausento en la llamada.

La segunda llamada fue pactada para el dia 15 de septiembre a las 16hs (UCT+3) , he vuelto a pedir el dia laboral en mi trabajo para asistir a la llamada y nuevamente Rabona se ausento .

Al momento de contactarlos la respuesta es practicamente la misma de siempre " Hemos transferido su caso al departamento correspondiente que se comunicara con usted pronto" En este caso me pidieron una nueva oportunidad a la cual no pude acceder pues no puedo solicitar nuevamente un dia libre en el trabajo.

Adjuntare los emails en los cuales se puede ver el detalle de los dias y horarios de las citas para la llamada.

Vale aclarar que en reiteradas ocaciones solicite la informacion referida a la licencia que les permite operar como casa de apuestas y casino y no accedieron a darme esa informacion, me dicen que puedo encontrarla en la parte inferior de la pagina principal y al menos en mi caso eso no es asi . Adjunto imagen del pie de pagina principal como evidencia de que la informacion que solicito no figura tal como ellos dicen.

Tengo tambien algunas transcripciones de los chats con atencion al cliente donde se puede comprobar la falta de incentivo para resolver la situacion. Los agentes son muy simpaticos y educados pero no tienen la capacidad de resolver absolutamente ninguna situacion.

Thank you Learis for all the information provided so far. 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

Hello, Learis,

I am sorry to hear about your unpleasant experience, and I apologize for the delayed response. 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? What steps should the player take to unblock the account and withdraw the disputed funds?

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?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 all,

Thank you for reaching out.

Please accept our sincere apology for the inconvenience caused during the verification process.

We would like to inform you that a Skype call needs to be held in order to proceed with verification. Even though the customer was sent an email on 05.10.2023 requesting a suitable time, we just sent one more email with the same request and information.

Looking forward for the customer's reply, and will put it in priority when the response is received.

Best regards,

Rabona.com

Gentlemen of Rabona, as I have detailed in previous messages, the time for the Skype call was agreed on two previous occasions and unfortunately RABONA was not present. I think that you as a company are not taking into account simple issues related to the client's time, I have a job in which I must meet and respect schedules, for the two previous appointments for the Skype call I have requested the day off from my work to be able to fulfill the commitment. Unfortunately I do not have the possibility to ask for a day off again. I was at his entire disposal for verification via Skype on two occasions and Rabona for some reason decided to be absent. My money has been withheld for months for no apparent reason, Rabona's lack of commitment has caused me irreparable financial losses as well as problems with my superiors at work. I am not asking for more than what belongs to me, I have not committed any violation of the company's terms and conditions, I have sent dozens of emails that have not been answered or that could not be delivered because the recipient's inbox was Without space, I can attach evidence of everything I detail above.

Unfortunately, due to all the events that occurred previously related to RABONA's lack of commitment, I cannot trust that they will simply call me at the scheduled time next time. I am not trying to hinder verification, I have always been cooperative with the requested documentation. It is important to understand that I am not a betting professional and therefore I have a job that I must attend every day, I bet as a form of fun but unfortunately after my experience with Rabona betting has stopped being fun and has become a stressful and financially damaging experience.

Señores de Rabona, como he detallado en mensajes anteriores, la sita para la llamada de Skype fue pactada en dos ocasiones anteriormente y lamentablemente RABONA no se hizo presente. Creo que ustedes como empresa no están teniendo en cuenta cuestiones simples referidas al tiempo del cliente, tengo un trabajo en el cual debo cumplir y respetar horarios, para las dos sitas anteriores para la llamada vía Skype he solicitado el día libre en mi trabajo para poder cumplir con el compromiso. Lamentablemente no tengo la posibilidad de pedir una vez más un día libre. Estuve a su entera disposición para la verificación vía Skype en dos ocasiones y Rabona por alguna razón decidió ausentarse. Mi dinero lleva meses retenido sin ninguna razón aparente, la falta de compromiso por parte de Rabona me ha causado perdidas económicas irreparables al igual que problemas con mis superiores en el trabajo. No estoy pidiendo más que lo que me pertenece, no he cometido ninguna falta a los términos y condiciones de la empresa, he enviado docenas de emails que no se han respondido o que no han podido ser entregados porque la bandeja de entrada del receptor se encontraba sin espacio, puedo adjuntar pruebas de todo lo que detallo anteriormente.

Lamentablemente por todos los hechos ocurridos anteriormente referidos a la falta de compromiso de RABONA, no puedo confiar que simplemente la próxima vez ellos si me llamaran a la hora programada. No intento obstaculizar la verificación, siempre me he mostrado cooperante con la documentación solicitada. Es importante entender que no soy una profesional de las apuestas y por lo tanto tengo un trabajo al cual debo asistir cada día, apuesto como una forma de diversión pero lamentablemente luego de mi experiencia con Rabona apostar ha dejado de ser divertido y se ha transformado en una experiencia estresante y económicamente dañina.

Thank you both for your replies. However, as I can see, we are stuck at the same point.

Dear Learis,

The casino representative (with whom you were not in contact before) informed us that the casino sent you an email on October 5, 2023, requesting a suitable time for a verification video call and that they will put it in priority when the response is received.

Provided that you do not work every day 24/7, I recommend you provide the casino with the dates and times that suit you best, all your free time windows in your schedule for the following days, let's say the following week or two, and wait for the casino's reply. So far, no one claimed that it must be a working day, and I sincerely believe that the casino could be able to manage it somehow after all, as an exception due to the inconvenience caused.

Please, let us know once it is done and you have any news or updates from the casino.

Unfortunately, there is no other way to pass the KYC if the casino insists on the verification video call.

Looking forward to hearing from you.

Thank you Branislav for your answer, the problem regarding the schedules is not that I work 24 hours a day, but the time difference prevents me from being available at the schedules that they establish, on the other hand my confidence that they keep their word It is very low because on 2 different occasions the gentlemen decided not to call me and play with my time in the same way they do with my money.

Gracias Branislav por tu respuesta , el problema en cuanto a los horarios no es que yo trabaje 24 horas al dia , pero la diferencia horaria me immpide estar disponible en los horarios que ellos establecen , por otro lado mi confianza en que ellos cumplan con su palabra es muy baja debido a que 2 ocaciones diferentes los señores decidieron no llamarme y jugar con mi tiempo de igual manera que lo hacen con mi dinero.

Dear Learis,

I understand the situation and your concerns. However, therefore, I recommended you provide the casino "with the dates and times that suit you best, all your free time windows in your schedule for the following days, let's say the following week or two, and wait for the casino's reply".

Did you contact the casino customer support and answer their last email in accordance with my advice? If yes, is there any news or updates on your issue?

Please, follow my instructions (if it has not been done yet), answer the casino's email, and provide us with an update once the recommended action is done and you receive feedback from the casino. Feel free to put me in the CC of your emails or forward the email communication to my email (branislav.b@casino.guru).

I am afraid there is no other option for how we could finally move forward in the matter.

Also, there is one more question - what virtual wallet do you use, or what payment method provider is it?

Looking forward to hearing from you.

Dear Learis,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Honestly, when I decided to use casinoguru to help resolve my conflict with Rabona, I expected the mediation to be impartial and have justice. In this case the only thing that casinoguru has arranged is that I as a player agree to Rabona's requests for a new call, without taking into account at all the context of the situation, it has not been taken into account that Rabona has been twice The sole culprit is that the calls via Skype are not carried out, the time that Rabona has been depriving me of my own money has not been taken into account, nor has the time lost and the inconveniences generated by the two calls to which Rabona did not show up. They have not even given a reason why they did not attend the calls. It is actually very easy to mediate a conflict when you only take into account the rules and requests of only one of the parties. Acting in this way, always in favor of companies, is how they manage to continue playing with people's time, continue financing themselves with other people's money without any type of cost and continue maintaining their perfect score on all review sites. Although I respect and admire casinoguru as a site, it is inevitable to say that it has not been an impartial mediation and that the rules imposed by Rabona have only been respected at its convenience and without taking into consideration the context of the situation at all.

Sinceramente cuando decidí hacer uso de casinoguru para ayudar a resolver mi conflicto con rabona espere que a mediación sea imparcial y tenga justicia. En este caso lo único que casinoguru ha dispuesto es que yo como jugador acceda a las solicitudes de rabona para una nueva llamada , sin tener en cuenta en absoluto el contexto de la situación , no se ha tenido en cuenta que rabona en dos ocasiones ha sido único culpable de que las llamadas vía skype no se lleven a cabo , no se ha tenido en cuenta tampoco el tiempo que rabona lleva privándome de mi propio dinero , tampoco se ha tenido en cuenta el tiempo perdido y los inconvenientes generados por las dos llamadas a las cuales rabona no se presentó . ni siquiera han dado una razón de porque no asistieron a las llamadas. es realmente muy fácil mediar en un conflicto cuando solo se tienen en cuenta las reglas y solicitudes de solo una de las partes. actuando de esta manera , siempre a favor de las empresas es como ellos logran seguir jugando con el tiempo de las personas , seguir financiándose con dinero ajeno sin ningún tipo de costo y seguir manteniendo su puntuación perfecta en todos los sitios de reviews. a pesar de que respeto y admiro a casinoguru como sitio, es inevitable decir que no ha sido una mediación imparcial y que solo se han respetado las reglas impuestas por rabona a conveniencia de la misma y sin tomar en absoluto consideración el contexto de la situación .

Thank you very much for your opinion, Learis, despite it being a bit distorted.

1. I strongly recommend you go through complaints with Rabona Casino on our website, as well as other complaints submitted to different online casinos.
2. There is no unresolved complaint with this casino on casino.guru so far.
3. A verification video call is a part of the KYC process in the casino, and although the casino did not proceed correctly during your attempts to make a video call with them, on the other side, it is also a common and industry standard that players have to verify all the payment methods they used for deposits and withdrawals - this process includes certain conditions and obligations, which you did not meet.
4. We require full cooperation from players when we help them in resolving their issues, for free. I asked you several questions above and not all of them or none have been answered until now, which significantly extends the entire process. Especially, it would be great to know the details I asked you for regarding the used virtual wallet.
5. No one is forcing you to have a complaint open on casino.guru. If you would like me to close the case and not devote myself to it anymore, do not hesitate to let me know about it.
6. Instead of following my instructions, for some reason, you are avoiding doing it.

What do you expect from casino.guru to do in such a situation?

Can you please confirm you would like me to proceed in resolving the matter, and that you will comply with the previously recommended instructions?

If not, let me know about it, and the complaint will be closed/rejected.

If yes, begin by answering the questions asked in my previous posts.

Thank you for understanding.

Looking forward to hearing from you.

Dear Learis,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can request to reopen this complaint anytime. However, it will be considered according to the information provided.

Thank you very much, Rabona Casino Team, for your cooperation.

Best regards,

Branislav, Casino.Guru