Rabona Casino - プレイヤーのアカウントは閉鎖されました。

Months ago, I requested a withdrawal. After more than a month, they finally paid approximately €1000, but my subsequent withdrawal of the remaining €303 was denied. Furthermore, they immediately suspended my account, and I can no longer access it. They requested additional documents, even though I had already sent many with previous withdrawals, but they never replied to my emails again. They told me via chat to contact them by email, so I have no way to claim my money.

Hace meses solicité retirar mi dinero. Tras más de un mes finalmente pagaron aproximadamente 1000€, pero mi retiro posterior de 303€ restantes fue denegado. Además, acto seguido suspendieron mi cuenta y no puedo acceder. Me solicitaron algunos documentos extra, tras haber mandado ya muchos en las retiradas previas, pero nunca más me volvieron a contestar al email. Por chat me dijeron que contactase por email, por tanto no tengo manera ya de reclamar mi dinero.

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Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello,

Thank you so much for your help.

I mainly used sports betting.

Yes, I passed the verification before they suspended my account; in fact, I was able to withdraw money. But after suspending it, they asked me to verify again when it was already impossible.

I didn't use any bonus.

Thank you so much.

Hola,

Muchas gracias por la ayuda.

Principalmente utilicé apuestas deportivas.

Sí, pasé la verificación antes de que suspendieran mi cuenta, de hecho pude retirar dinero, pero después de suspender me pidieron verificar de nuevo cuando ya era imposible.

No utilicé ningún bono.

Muchas gracias.

Dear player,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Dear DavidRomB,

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.

Hello,

I sent the conversation by email to the address indicated on March 12, 2026. You can find it with the subject Rabona Claim.

Thank you so much.

Hola,

Envié la conversación por email a la dirección indicada el día 12/marzo/2026. Pueden encontrarla con asunto Reclamación Rabona.

Muchas gracias.

Dear Player, thank you for your response. Unfortunately, I was unable to find the email in which the casino informed you of their decision to close your account. Could you please forward that as well?

Thank you in advance.

Hello,

I've sent it through email again. It has personal data so I prefer not to attach it in public.

Thank you.

Hello DavidRomB,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much. I look forward to hearing from you. If any further information is needed, please let me know. Best regards.

Muchas gracias. Espero nuevas noticias. Si fuera necesaria más información, espero que me lo hagan saber. Un saludo.

Thank you for your cooperation and for providing all the necessary information. 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, Stefan (stefan.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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear DavidRomB,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Rabona Casino to join this conversation and assist in addressing the complaint.

Dear Rabona Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 DavidRomB,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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. In the meantime, I recommend you contact the gaming authority the casino is regulated by Anjouan and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at stefan.m@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.