Rabona Casino - プレイヤーのアカウントは説明なしに閉鎖されました。

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

We’ve reopened this complaint at the request of Rabona Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello everyone.

I hope we can come to an agreement. If you plan to withdraw, Rabona, please contact me beforehand. You should still have my email address.

Hallo zusammen.

Ich hoffe, dass wir uns einigen können. Falls ihr vorhabt auszuzahlen, Rabona, meldet euch bitte vorher bei mir. Meine email müsstet ihr ja noch haben.

I have contacted them again to solve it and they ignored me again.. Seems like they don't even want to solve it.

Dear Peter,

We would like to inform you that you will receive via email the required evidence as soon as possible.

Thank you for your cooperation.

Kind Regards,

Rabona Team

Dear lilifee200,

Thank you for your patience.

We would like to inform you that the relevant department is looking into your request.

Furthermore, we assure you that we endeavour to complete the verification as a matter of urgency.

Kind Regards,

Rabona Team

Dear lilifee200,

Thank you for your patience,

Please be informed that we are currently working on your case awaiting further information from the relevant department and as soon as we have an update we will be contacting you.

Best regards,

Rabona Team.

Dear Peter,

We would kindly request to check the information provided via email.

Thank you for your cooperation.

Kind Regards,

Rabona Team

Dear Rabona Casino representative, I have responded to your message and I await your reply!

Dear lilifee200, I am in contact with the casino representative, I will keep you updated about any new developments. In the meantime, would it be possible to provide me with the statements you used to verify at the casino? You can forward any information to my email. (peter.c@casino.guru) Thank you for your patience during this time!

Dear Peter,

I sent you the requested documents. Thank you very much!

Best Regards

Dear lilifee200,

We would kindly request to check the email received and provide us the required document in order to complete the verification of the report.

Thank you in advance.

Kind Regards,

Rabona Team

Hello Peter,

do I have to answer them? First of all I didnt get the E-mail and secondly I would prefer if the contact would be between you two if possible, as they either ignored me every time I sent them an email or they just answered with nonsense. This also keeps it a lot easier, as you would always be up to date.

Best Regards

Dear lilifee200,

We would like to kindy inform you that we've sent you the email on 09.09.2025 (#34842096).

Thank you in advance.

Kind Regards,

Rabona Team

Hello Peter,

I would greatly appreciate it if the communication could take place only between you and Rabona. Of course, if you need anything from me, I will be happy to assist. However, my direct contact with them over the past two years has brought no results, and I do not expect this to change now.

This approach will also prevent unnecessary delays. At the moment, I feel they are stalling by constantly sending me or you requests or information, which only prolongs the process. As a professional, you can also better assess whether their requests are meaningful or simply irrelevant, making it possible to resolve this situation much faster.

Best regards,

Dear lilifee200, While I understand your frustration with the past communication with the casino, I would like to request that you cooperate with the casino representative here in the thread and respond to their inquiries. We at Casino Guru act as mediators between casinos and players, and while we try to help where we can, we cannot resolve the issue for you. The casino has requested that you provide them with a document, and until you respond to their email, we cannot progress in the resolution of the complaint. Thank you for your understanding and cooperation!

Hello,

the problem is, that I didnt get the E-mail. I told them multiple times, that I dont have the old E-mail anymore (which I told Dominika at the beginning of the complaint aswell), as it was strictly for casinos and I wanted to stop playing after this incident. I messaged them multiple times, but they keep saying I need to contact them from the old E-mail, knowing I cant do that.

Best regards

Thank you for the update lilifee200.

Dear Rabona Casino representative, would it be possible to update the registered email address associated with a player’s account to a new one? If so, is there a process in place to verify the new email address to ensure that the original account holder is still in possession and control of the account?

I would greatly appreciate any clarification you can provide on the procedure, as well as any security measures involved in confirming the identity of the account owner during this update.

Thank you in advance for your clarification!

Yes we can do that or you can simply request the required document here, as you prefer.

Dear lilifee200,

We would kindly request to provide us your transaction history of the date 18.07.2023 with the account balance at the moment of transfer, clearly visible. 

Thank you in advance.

Kind Regards,

Rabona Casino Team

Hello,

I dont know what you mean to be honest. I sent you the bank statement already, where it shows the deposit. Do you want me to send it to you again?

Kind Regards

Dear lilifee200,

We would kindly request to provide us the required bank statement with the account's balance clearly visible at the moment of deposit.

Thank you for your cooperation.

Kind Regards,

Rabona Casino Team

Hello,

theres no feature for this at my bank. I can provide you with a bank statement, where it shows the starting balance on top of the page on which the deposit is shown. Additionally it shows the balance after all the transactions at the bottom of the same page. So I could send you the bank statement and calculate the balance at the moment of the deposit, if that is what you want.

Best Regards

Dear lilifee200,

We would kindly request to provide us the bank statement mentioned so as to be checked by the relevant department.

Thank you in advance.

Kind Regards,

Rabona Casino Team

Hello,

I dont understand what you want from me to be honest. If you want me to send a bank statement, where it shows the balance at the exact moment of deposit to your casino, thats not possible, as my bank doesnt offer that. However I can send you a normal bank statement where it shows my current balance on each page of the statement, before all the transactions on that page, and after all the transactions on that page. Do you want me to send that?

Best Regards

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 lilifee200,

We would like to inform you that we still didn't receive the mentioned document.

We kindly request to provide it as soon as possible to complete your account verification.

Thank you in advance.

Kind Regards,

Rabona Casino Team

Hello Peter,

could you please intervene? I told them multiple times, that this request isn't possible, but they keep ignoring me. I don't even think any bank offers that type of bank statement where it shows the current balance at the time of any transaction and mine certainly doesn't. Also I don't understand why a normal bank statement doesn't suffice as it provides the same information they are requesting. The current balance at the time of the transaction can easily be calculated with the bank statement I provided and can provide again.

Best Regards

Dear Rabona Casino representative,

The player has informed us that they are unable to realistically provide the specific documents previously requested for the verification process. In light of this, we would like to inquire whether there are any alternative forms of documentation or additional verification methods that could be accepted instead.

Our goal is to ensure that the player can successfully complete the verification procedure while remaining fully compliant with your security and regulatory requirements. Please advise on any acceptable alternatives or next steps that may facilitate this process.

Thank you for your time and cooperation. We appreciate your assistance in resolving this matter.

Dear Peter,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Rabona Casino Team

Hello to everyone reading this.

To be honest this is starting to become tiring. Just so everyone who reads this knows whats going on. I am waiting for 2 years now to be verified. 2 YEARS. I already provided my ID, proof of adress. 2 bank statements and 2 paypal statements and my account got closed without any warning. just because they GUESSED I was playing for someone else. And now that I provided everything that they could reasonably ask for to verify my account they began to ask for documents that arent even possible to get.

I would highly recommend everyone who thinks about playing for rabona casino and any of their other brands to think about if thats really worth it. In case you want to know how to find their other brands just search for Rabidi NV Casinos. a lot of their casinos are listed there and even if its not listed there newly opened casinos have the exact same layout.

Thank you

Dear lilifee200,

After a careful review, we would like to inform you that we didn't receive any document via email or uploaded on the website.

We kindly request to cooperate with us so as to complete your account verification.

Kind Regards,

Rabona Casino Team

What is that even supposed to mean?

If you are saying I didnt upload the newly requested document, youre right, cause its not possible and even Peter asked whether there are alternatives. Your incompetent answers are becoming tiring including those of your live chat. You are intentionally misleading every time.

You just proved my point to everyone reading this, thank you.

Dear all,

We would like to kindly inform you that regrettably, we cannot reach a mutually-acceptable resolution as the player's account is closed for 3rd party funding and no further documents are needed.

Thank you for your cooperation.

Kind Regards,

Rabona Casino Team

Thank you for the update Rabona Casino representative. Would it be possible to provide me with evidence of third-party funding? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I did not even sent them any new documents so they are still referring to the old statements I also sent you Peter. Absolutely ridiculous and I hope everyone who reads this sees through their behaviour and not make the same mistake as I did to play there. They reopened this complaint after a full year and didnt get any new document from me. It's hard to see this as anything other than a stalling tactic, perhaps hoping I would have forgotten or given up. Try again Rabona in a year or two I will answer every time.

I will write about my experience in every casino forum and casino review page and refer to this complaint so everyone who wants to play there, knows about it.

Also Peter this brought to my attention that this is probably done with other complaints aswell, to reopen it after a long time, because many people forget about it or even delete their account after they were told they wouldnt get their money back and the complaint is moved to "unresolved". The Casino just reopens it then and the player does not answer so it gets "resolved".

Dear Peter,

We would like to inform you that we are looking into your request.

We will get to you as soon as possible.

Thank you for your cooperation.

Kind Regards,

Rabona Casino Team

Dear Peter,

We would kindly request to check the email provided.

Thank you for your cooperation.

Kind Regards,

Rabona Casino Team

Thank you for the update Rabona Casino representative. I have responded to your email, and I await your reply.

Dear lilifee200, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

We'll return to you shortly via email with a clear update regarding your request.

Thank you for your cooperation.

Kind Regards,

Rabona Casino Team

Hello Peter,

what is currently happening if I may ask.

Thank you.

Dear lilifee200, I have not received any new communication from the casino, so I will have to request its resend.

Dear Rabona Casino representative, You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We kindly request to check the information provided via email.

If you have any additional questions please contact us.

Thank you for your cooperation.

Kind Regards,

Rabona Casino Team

As soon as this is finished and I didnt get my money, I will publish my full case on my website and all important casino review pages so I can atleast save a lot of people from this casino.

I will provide them will all the proof and we will see what the viewers will think Rabona.

I also know you have multiple casinos, I will let the viewer know, which belong to you.

Thank you for providing me with the information Rabona Casino representative.

Dear lilifee200, the casino has provided me with evidence of collusion, meaning you have received funds from a third party and used them to deposit to the casino. While from the information that was provided to me, it can also be said you are using your account privately to exchange funds with your family or friends, as some of the funds received were used to deposit, we are unable to call for a compromise in this case. I can only recommend using a payment method that you only supply with your own funds to deposit into casinos to prevent situations like this in the future.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter