Rabona Casino - Hráč kritizuje nepravdivou reklamu bonusu.

Granting of the new customer bonus earned was refused without giving reasons with reference to the terms and conditions that this is possible. Attention! Never sit here !!!

Gewährung des erspielten Neukunden-Bonus wurde ohne Angabe von Gründen verweigert mit Verweis auf die AGB, daß das möglich ist. Vorsicht! Niemals hier setzen!!!

Dear Barbara,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you specify which exact bonus you tried to redeem? Have you received a promotional offer from the casino directly, or from a third party website? What was the exact reason why a promotional offer couldn’t have been applied to your account?  

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Petronela,

I have claimed the new customer bonus, which is prominently advertised on the Rabona.com website (see attached screenshot). I had read about the bonus somewhere on the Internet and then wanted to take it at Rabona.com. To do this, one must first deposit € 200 under the conditions mentioned there and bet with this money. Then the bonus (100%) should then be activated, which did not happen. When I complained to the support, I was informed that Rabona had the right, according to their terms and conditions, not to grant the bonus and unfortunately - despite my request - they couldn't tell me more.

With best regards

Barbara

Liebe Petronela,

ich habe Anspruch auf den Neukundenbonus erhoben, der auf der Website von Rabona.com prominent beworben wird (vgl. beigefügter Screenshot). Ich hatte von dem Bonus irgendwo im Internet gelesen und wollte diesen dann unter Rabona.com in Anspruch nehmen. Dazu muß man erst einmal zu den dort genannten Bedingungen 200 € einzahlen und mit diesem Geld wetten. Danach sollte der Bonus (100%) dann freigeschaltet werden, was nicht geschehen ist. Auf meine Beschwerde beim Support hin wurde mir mitgeteilt, Rabona hätte nach deren AGB das Recht, den Bonus nicht zu gewähren und mehr könne man mir dazu leider - trotz meiner Nachfrage - nicht sagen.

Mit freundlichen Grüßen

Barbara

Thank you, Barbara, for your reply. Could you please advise what happened to your deposited funds? Have you played them or requested a refund straightaway?

I made a sports bet with the € 200 deposited and lost the bet. Then I would have been entitled to the € 200 bonus. I did not ask for a refund. I just wanted the bonus that I was entitled to.

Ich habe mit den eingezahlten 200,-- € eine Sportwette abgeschlossen und die Wette verloren. Daraufhin hätte mir der 200,-- € Bonus zugestanden. Eine Rückerstattung habe ich nicht verlangt. Ich wollte eigentlich nur den mir zustehenden Bonus haben.

After a closer investigation, I’ve found out, that this complaint is related to sports betting.

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Thank you very much for your understanding.

OK, I'll write you an email.

OK, ich schreibe Ihnen eine Email.

Thank you very much, Barbara, for your email. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t facilitate resolving this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.