Rabona Casino - Аккаунт игрока был закрыт без объяснения причин.

Hello,

after multiple efforts to resolve the issue and literally 0 cooperation from rabona casino, I decided to finally write a complaint about them. After winning about 6000€ on their site they asked me to verify myself. I did as asked and they ended up closing my account because they suspected I was playing for someone else just because I had transactions with a family member, which had nothing to do with the casino. I was just moving out at that time, for which reason I obviously had to buy stuff for my new home. I also have proof for moving out at that exact time. They didnt listen to anything I had to say and didnt even reply to my emails. Moreover that family member doesnt even have an account at their casino, so for what reason would I play for him?

Kind regards

Dear lilifee200,

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?
• Could you please provide the transaction statement?
• Could you please share your communication with the casino regarding the transactions? 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

Hello,

I´´´´´´ have sent you an e-mail.

Best regards

Dear lilifee200, could you please share your transaction and bonus history?

Could you please share all your communication with the casino?

Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I didnt use a single bonus while playing on their casino. I already sent you everything I had regarding the communication with the casino. It doesnt matter anyway, since the answer always followed the same "pattern". I also sent you the transaction history already.

Thank you very much, lilifee200, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you lilifee200 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rabona Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear all,

As the customer mentioned above, we found transfers, following which the customer made deposits to our website.

We would like to kindly draw your attention to the following article from our Terms and Conditions:

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:

 -colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

Therefore, according to the aforementioned article, the account has closed permanently.

Kind Regards,

Rabona Casino Team

Hello,

as I stated multiple times, I moved out at the time. The payments between me and my father were for everything related to moving out. Also why would I play for someone else on your page, when that person could just create an account himself? He doesnt have ANY casino account. Doesnt make sense does it?

As I see it, you were just looking for a reason to not pay out my winnings. Stating different paragraphs in your T&C multiple times when asked why you closed my account further shows that.

Also receiving payments in general from another person is not forbidden. How is anyone supposed to play then, as anyone receives payments from another person/company. By that Logic every casino account has a reason to be closed.

Regards

Thank you to the both parties for the response.

Dear Rabona Casino representative, I understand your concern when it comes to collusion however I would like to point out what the player has mentioned as well. If the funds were received on the account and were not directly deposited to the casino right after or in a reasonable timeframe I don't see how it can be considered that a third party has supplied the player with funds. Additionally, if the person from who they received the funds does not have an account at the casino that's another evidence against collusion. I hope we will be able to come to a compromise in this matter. Thank you in advance for your reconsideration!

Hello Peter,

Thank you for the quick reply. I don't want my account to be reopened anyway after this experience. But I do want to get the money that was still in the account when it was blocked, since I didn't violate any rules.

I would also like to ask Rabona Casino, if they decide to pay me the money, to contact me again so that we can sort it out via email, as I use a different bank account.

Kind regards

Hallo Peter,

vielen Dank für die schnelle Antwort. Ich möchte sowieso nicht, dass mein Konto wieder eröffnet wird, nach dieser Erfahrung. Ich will aber das Geld bekommen, was noch auf dem Konto war, als es gesperrt wurde, da ich gegen keine Regel verstoßen habe.

Ich möchte auch das Rabona Casino darum bitten, falls sie sich entscheiden mir das Geld auszuzahlen, mich nochmal zu kontaktieren, damit wir das über E-Mail regeln können. Ich benutze nämlich ein anderes Bankkonto.

Freundliche Grüße

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.

I tried contacting them. Again, I have not gotten an answer.

Dear Peter,

We would like to kindly inform you that we contacted you via mail regarding the evidence requested.

Thank you for your cooperation.

Kind Regards,

Rabona Casino Team

Hello Peter,

all Rabona Casino can provide you with, is everything I sent to Dominika already at the beginning of this complaint. Those were all the documents I was requested for during my verification. However I dont see how Rabona comes to the conclusion I violated anything with those documents. As you can see the alleged "fishy" transfers continued right after my big deposit to Rabona Casino (which is the only deposit I used to get the 6000€ in winnings) , which is even more proof against the collusion. It even says "chairs" in one of the transactions on the bank statement...

Best regards

Thank you both parties for the update.

I have cross-referenced the transactions pointed out by the casino representative with the full transaction history from the player and I would like to point out there have been other payments and funds sent to the accounts so it is hard to determine if it is the case of collusion and being funded by a third party. If the people in the transaction history do not have accounts at the casino I believe the player has the right to exchange funds with their friends and family and not be labeled as a fraudulent player. I also understand the issue this raises for the casino as it is impossible to determine if the player is being funded to play at the casino or not. I can only recommend we come to a compromise in this matter.

Dear lilifee200, if it is possible I recommend you create a Paypal account strictly for playing at casinos and only fund it with money from your own account to prevent situations like this in the future.

Dear Rabona Casino, if it would be possible I would recommend paying out the player and closing their account afterwards as we believe that would be a reasonable compromise. Thank you in advance for your reconsideration!

Hello Peter,

thank you. I will do that, but keep in mind, that Paypal is not supported by Rabona Casino. But I will do it anyway from now on for every casino that supports it and only play on a casino, that supports it.

Rabona Casino, it would be great if you could contact me via email, so we can figure out the rest. Dont pay out the winnings to my old IBAN.

Best regards

Hello,

Unfortunately, I haven't received a response from Rabona (except for something that has absolutely nothing to do with my case). I'm afraid they won't pay me the money.

Best regards

Hallo,

ich habe leider wieder keine Antwort von Rabona erhalten (bis auf etwas, was rein gar nichts mit meinem Fall zutun hat) . Ich befürchte, dass sie mir das Geld nicht auszahlen werden.

Beste Grüße

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.

I tried to contact them again. They don't even bother to answer. I didn't do anything wrong. This isn't right..

Dear lilifee200,

We would like to kindly confirm you, according to the following articles from our Terms and Conditions, your account has closed permanently and there is no refund available:

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:

 -colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Kind Regards,

Rabona Casino Team

As I already stated multiple times, I didn't play for anyone else. My father not having an account at your casino disproves this claim as he could have just played by himself. Also why are you stating 6.6.2 in this case? This doesn't make any sense. Im not asking for my deposit to be refunded. Im asking for the payout of the whole accounts balance including winnings. You are saying it as if I lost the deposit, because I lost a bet, which is not true. There were 6000€ on that account.

Dear lilifee200, I have discussed your issue with the team and I will contact the casino's representative outside of the thread to try to solicit a resolution. I will keep you updated about any further developments. Thank you for your patience during this time!

Thanks a lot Peter and everyone involved!

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.

Hello. I guess there isn't any news?

Dear lilifee200, I had contacted the casino directly and was told the issue was being looked into but I have not received any new about the situation. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter