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。

I opened an account with Rabona over a month ago after researching it a bit and seeing the security rating it is assigned.

I made a deposit and lost money, then made another deposit, won some sports bets, and requested a withdrawal of 300, which they paid out (it's worth noting that I requested the withdrawal because my sports betting was limited). Then I requested another 300 and they paid me that too. One day I was bored and started playing casino games (Olympus). I won 1400 and requested a withdrawal. To my surprise, two days later I tried to log in to check the status of the withdrawal and couldn't. I contacted support and they said my account was under review, and later they told me it was closed due to an administrative decision. I asked about my balance and they told me to send my verification documents to the email address provided. I sent them, and they replied that I had to upload them through the website. I told them I didn't have access to it, which is why I sent them that way. Several days have passed and it really seems like they're going to keep my balance.

Hace más de un mes abrí cuenta en rabona después de haberla investigado un poco y ver el índice de seguridad que se le asigna.

Deposite y perdí, luego hice otro deposito gane unas apuestas deportivas, pedí retiro de 300 me lo pagaron (cabe destacar que pedí retiro porque me limitaron en deportivas), luego pedí otro de 300 y también me pagaron, un día estaba aburrido y me pude a jugar casino (Olympus) gane 1400 y pedí retiro, mi sorpresa fue que a los dos días quise entrar para ver el estado del retiro y resulta que no podía iniciar sesión, me contacte con soporte y dijeron que mi cuenta estaba bajo revisión y posteriormente me dijeron que por decisión administrativa estaba cerrada, les pregunte de mi saldo me dijeron que enviar mis documentos de verificación al correo indicado los mande y me responden que los debo de subir por la página web, ante lo cual les dije que no tengo acceso que por eso los envié por ese medio, han pasado varios días y en verdad parece que se van a quedar con mi saldo

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did you achieve your current balance with the help of a bonus?
• Which documents have you submitted for verification?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear aledato7,

Thank you for your cooperation and for providing all the necessary information via email. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear aledato7,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Rabona Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Rabona Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear aledato7,

Kindly note that we have received the requested documents. The relevant department has been informed and will review them at the earliest opportunity.

Additionally, we would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

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 the Website for commercial purposes or in someone else’s name or interest;

engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

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

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

-immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation

Kind Regards,

Rabona Casino Team

I have read your terms and conditions carefully. However, after reviewing what you have shared with me, I find no grounds in them that would justify my accusation of rape.

All deposits made came directly from my Binance wallet, and I can provide the necessary documentation to support this claim.

I've never spoken positively or negatively about their site, mainly because I wasn't familiar with it. In fact, I only learned of its existence through Casino Guru. Therefore, I've never recommended their platform without first trying it myself.

My intention was to have fun, and that's why I participated in casino games, betting amounts of $100 USD. I believe that everyone has fun according to their financial capacity to gamble.

My account was blocked right after I won $1,400 on Olympus. While I was losing on sports bets, there were no issues. My main concern is getting my balance back or, failing that, receiving concrete evidence—not just suspicions—that proves the alleged violation of the terms.

He leído detalladamente sus términos y condiciones. Sin embargo, tras revisar lo que han compartido conmigo, no encuentro ningún motivo en ellos que justifique una acusación de violación por mi parte.

Todos los depósitos realizados provinieron directamente de mi billetera de Binance, y puedo proporcionar la documentación necesaria para respaldar esta afirmación.

Nunca he hablado ni positiva ni negativamente sobre su sitio, principalmente porque no lo conocía. De hecho, fue por medio de Casino Guru que supe de su existencia. Por lo tanto, jamás he recomendado su plataforma sin antes probarla personalmente.

Mi intención era divertirme, y por eso participé en juegos de casino apostando montos de 100 USD. Considero que cada persona se divierte conforme a su capacidad económica para apostar.

El bloqueo de mi cuenta ocurrió justo después de ganar 1400 USD en Olympus. Mientras estuve perdiendo en apuestas deportivas, no hubo inconvenientes. Mi principal interés es recuperar mi saldo o, en su defecto, recibir pruebas concretas —y no simples sospechas— que demuestren la supuesta violación de los términos.

Dear Rabona Casino,

Thank you for your clarification.

However, in order to proceed with the resolution process, we kindly ask that you specify the concrete reasons for the closure of the player’s account, rather than citing general provisions of the Terms & Conditions. Additionally, we request that these allegations be substantiated by relevant supporting evidence.

Please feel free to provide further details directly via email at jakub.m@casino.guru.

Thank you for your cooperation. We look forward to your response.

I was recently asked to provide a selfie of myself holding my ID, with the Rabona website visible in the background. To complete the verification process, I shared this information as per the stated requirements.

Recientemente, se me solicitó una fotografía tipo selfie en la que apareciera sosteniendo mi documento de identidad, con la página web de Rabona visible al fondo. Con el objetivo de completar el proceso de verificación, procedí a compartir esta información conforme a los requisitos establecidos.

Dear aledato7,

Thank you for your email.

Your request has been forwarded to the relevant department, which will review it and provide an update at the earliest convenience.

Thank you for your patience and understanding.

Best regards, 

Rabona Casino Team

Dear aledato7,

We have received and reviewed your correspondence.

Kindly be advised that your pending withdrawals have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Additionally, as for the remaining amount in your account, please reply to our email request with your bank details.

Kind regards,

Rabona Casino team

I have received a deposit worth 308 USDT, from a total balance of 917 USDT.

Subsequently, I was asked to send my bank details under the pretext that an additional $17 USD would be transferred to me. This request is illogical, as I have never made any bank transfers, rendering the request meaningless in my situation.

Furthermore, the proposal to transfer $17 makes no practical sense, considering that my bank charges a $15 fee for receiving transfers. Therefore, the amount I would actually receive would be negligible or even zero.

Where is the rest of my balance?

He recibido un depósito por un valor de 308 USDT, proveniente de un saldo total de 917 USDT.

Posteriormente, se me solicitó que enviara mis datos bancarios con el argumento de que se me transferirían 17 USD adicionales. Esta petición resulta ilógica, ya que nunca he realizado depósitos por transferencia, lo que hace que la solicitud pierda sentido para mi situación.

Además, la propuesta de transferir 17 USD no tiene sentido práctico, considerando que mi banco cobra una comisión de 15 USD por recibir transferencias. De este modo, el monto que efectivamente recibiría sería insignificante o incluso nulo.

Donde esta el resto de mi saldo?

Dear Rabona Casino,

Could you please clarify what will happen with the remaining balance on the player’s account?

Thank you for your assistance.

Dear aledato7,

Kindly note that all your withdrawal requests have been successfully completed totaling the amount of 900 USD.

You can provide us by replying back to our email with your crypto wallet full name and crypto wallet address to proceed with the payment of the remaining balance of 17 USD.

Dear Kubo,

Please be informed that the remaining amount on the player's account is 17 USD , we requested bank details from the player in order to proceed with the payment of the remaining balance.

Kind regards,

Rabona Casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear aledato7,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo