Rabona Casino - Hráčův účet byl neočekávaně uzavřen.

Hi,

I opened my account on September 30, 2024, and played only once in the "live casino" section. My plan was to use any winnings from the casino to bet on sports. After winning, I decided to make a withdrawal to avoid potential issues. However, the website required me to verify my identity first. They asked for documents like a bank statement, credit card, and personal photo. Within a few days, all verification sections were completed.

I then attempted to make the withdrawal. When I checked two days later, I noticed that on the withdrawal there was the VISA card logo . I remembered using a Mastercard for my deposit and withdrawal, so I canceled and resubmitted the withdrawal on Wednesday, thinking I had made a mistake. Since that Saturday, I have not received the payment or any notification. I tried to log in to check the status, and I found that my account had been closed.

My account was created on September 30, and after playing only once, it was closed before October 12. I have attempted to contact the website but have not received a response.

best regards,

qld

Dear QLD1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you accumulate your winnings with or without an active bonus?
• Is it correct that you only played casino games?
• Could you please share your attempts to contact the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or 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,

Dominika

hi Dominika,

Did you accumulate your winnings with or without an active bonus?

without bonus

Is it correct that you only played casino games?

only live casino.

Could you please share your attempts to contact the casino regarding the closed account?

Email:„

Dear Rabona,

I cannot log in, it says "your account has been closed".

I played my money only once.

There was a withdraw of 490 euros.

Best regards

"

(the correct amount is 475, but it was the only withdrawal.) , contacted also by live chat three times, but I haven’t saved the transcripts.

best regards,

QLD1

Dear QLD1, were you informed about the outcome of the KYC verification?

Have you received any information from the casino regarding the account closure?

Hi Dominika,

were you informed about the outcome of the KYC verification?

no, but since all the requirements blocks were with the script " verified"(green) , I suppose a positive outcome.

Have you received any information from the casino regarding the account closure?

I have not received any information about the account closure, just a response from "Channel" following the complaint I have sent previously:

"

Dear ,

Thank you for contacting our Customer Support team. 

We hope this email finds you well!

We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message. In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding.

Please be advised that we have escalated your case to the appropriate department for further review. We ask that you be patient while we investigate your situation thoroughly.

Please be assured that we will contact you as soon as we have a response or update on the status of your application.

We appreciate your understanding.

If you have additional questions, please feel free to contact us via email support@Rabona.com or via Live Chat.

"

qld1

Thank you very much, QLD1, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear QLD1, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Rabona Casino representative to join this conversation. 

Dear Rabona Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear all,

We kindly want to clarify that customer account was closed as we got notified from the live casino provider in particular the game "Baccarat" that he is using unfair betting patter, relevant department had checked his gaming account and concluded the same which is against our general terms and conditions which he agreed on when creating his gaming account we want to refer to point :

9.1  The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

<...>

Customer gaming account was closed and his pending withdrawal of 475 euro is already complete and paid out on our side to his bank account.

Best Regards

Rabona Team

Thank you for the fast response, Rabona Casino. 

QLD1, could you please advise if you have received the payment?

Dear QLD1,

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

Dear all,

Unfortunately, we’re forced to reject this case because QLD1 has stopped responding to our messages and questions. Without QLD1 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.