Rabona Casino - プレイヤーのアカウントが不当に閉鎖されました。

Dear tiffania,

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 since when have you been a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share what action you have taken regarding the issue since the casino informed you about the refund in April last year?

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,

Tomas

Good afternoon. The truth is that it is very frustrating to have to go to several entities to find a solution to my problem. I have received good references about you and I hope you can help me.

If I'm not mistaken, I started playing on the platform on December 31, 2023.

I played in several sections, mainly sports betting and occasionally in the live casino.

The balance I tried to withdraw comes exclusively from my deposits. According to the document I sent you as evidence, all my top-ups are listed there. I am sure the amount does not come from a bonus.

My goal was always to receive my money back in full. Initially, the casino assured me that they would return my entire balance, to which I replied that I was okay with it. However, I later realized that they had only refunded me the last deposit I made (S/1100), and they did it in bitcoins.

Since then, I have sent multiple emails, and live chats, but they have never given me a clear answer justifying why they are not refunding the rest of my money. The only thing they mention is that "I don't meet their video calling criteria."

It is worth noting that I made the video call at home, even having to miss work for it. I answered their questions, even though some were confusing, and turned on my camera while the casino representative did not. Still, they are still denying me my money back.

I am willing to make another video call if necessary, but the casino has refused. What criteria would I not be meeting? If the purpose of the video call was to confirm that I am the owner of the account and they have already seen me

I greatly appreciate your support and any guidance you can provide me in recovering the missing balance.

Buenas tardes. La verdad es que resulta muy frustrante tener que acudir a varias entidades para encontrar una solución a mi problema. He recibido buenas referencias sobre ustedes y espero que puedan ayudarme.

Si no me equivoco, empecé a jugar en la plataforma el 31 de diciembre de 2023.

Jugué en varias secciones, principalmente en apuestas deportivas y, ocasionalmente, en el casino en vivo.

El saldo que intenté retirar proviene exclusivamente de mis depósitos. Según el documento que les envié como evidencia, ahí se detallan todas mis recargas. Estoy segura de que el monto no proviene de un bono.

Mi objetivo siempre fue recibir la totalidad de mi dinero. Inicialmente, el casino me aseguró que me devolvería la totalidad de mi saldo, a lo que respondí que estaba de acuerdo. Sin embargo, luego me di cuenta de que solo me habían reembolsado el último depósito que realicé (S/1100), y además lo hicieron en bitcoins.

Desde entonces, he enviado múltiples correos, y chats en vivo, pero nunca me han dado una respuesta clara que justifique por qué no me devuelven el resto del dinero. Lo único que mencionan es que "no cumplo con su criterio de videollamada".

Cabe resaltar que hice la videollamada en mi casa, incluso tuve que faltar al trabajo para ello. Respondí a sus preguntas, a pesar de que algunas eran confusas, y encendí mi cámara mientras el representante del casino no lo hizo. Aun así, me siguen negando la devolución de mi dinero.

Estoy dispuesta a realizar otra videollamada si es necesario, pero el casino se ha negado. ¿Qué criterio no estaría cumpliendo? si el propósito de la videollamada era confirmar que soy la dueña de la cuenta y ellos ya me han visto

Aprecio mucho su apoyo y cualquier orientación que puedan brindarme para recuperar el saldo faltante.

Thanks for the explanation of the situation.

You wrote:

Lo único que mencionan es que "no cumplo con su criterio de videollamada"

Do you have the communication saved? Could you please forward it to my email at tomas@casino.guru

I am writing to you regarding the verification video call that was held recently. I was surprised by your response indicating that I did not meet your criteria as I answered all the questions you asked me during the session.

However, I want to clarify that at times my answers may have seemed insecure for the following reasons:

The questions were extremely detailed, and as a recreational bettor, I don't have advanced knowledge on certain aspects such as player names or specific rules of sports less familiar to me.

The video call coincided with a time when I had little time available, as I had to go to work. Despite this, I answered all the questions asked.

The purpose of the video call was to confirm that I am the account holder, and in that sense, I complied by showing myself on camera. However, I believe that the lack of professionalism on the part of your team in not turning on their camera created an untransparent and uncomfortable experience for me.

For all of the above reasons, I would like to receive a more detailed explanation of which criteria I specifically did not meet and how I can proceed to resolve this situation.

I will be sending a capture to the email you indicated.

Me dirijo a ustedes respecto a la videollamada de verificación que se realizó recientemente. Me ha sorprendido su respuesta indicando que no cumplí con sus criterios, ya que respondí a todas las preguntas que me hicieron durante la sesión.

Sin embargo, quiero aclarar que en algunos momentos mis respuestas pudieron haber parecido inseguras por las siguientes razones:

Las preguntas eran extremadamente detalladas, y como apostadora recreativa, no tengo conocimientos avanzados sobre ciertos aspectos como nombres de jugadores o reglas específicas de deportes menos familiares para mí.

La videollamada coincidió con un momento en el que tenía poco tiempo disponible, ya que debía irme a trabajar. A pesar de ello, respondí a todas las consultas realizadas.

El propósito de la videollamada era confirmar que soy la titular de la cuenta, y en ese sentido, cumplí con mostrarme ante la cámara. No obstante, considero que la falta de profesionalismo por parte de su equipo al no encender su cámara generó una experiencia poco transparente y poco cómoda para mí.

Por todo lo anterior, me gustaría recibir una explicación más detallada sobre qué criterios no cumplí específicamente y cómo puedo proceder para solucionar esta situación.

estaré enviándole captura al correo que me indico

Thank you very much, tiffania, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 tiffania,

I'm Kubo, and I will be taking care of your complaint from now on.

Firstly, thank you for your detailed response. In order to proceed with our investigation, I’d like to ask if you happen to know anyone else who plays at Rabona Casino or if you’ve had any previous interactions with other users on our platform that may be relevant to your case. We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation.

Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

Best Regards,

Kubo

I want to clarify a few points with complete transparency.

I'm not sure if there are other affected users, but I wanted to mention that I recommended a couple of friends to play Rabona at one time. However, after I experienced a problem with my account, I told her what happened. She started playing at Rabona at a much later date than I did. She then also started having problems with the bookmaker and recommended this forum to me, even though our cases are different.

• Regarding both cases: Both my friend and I are filing complaints about problems with Rabona, but our situations are different:
• In my friend's case, money was deducted from her account when she made a withdrawal.
• My case is different, as they closed my account despite having followed their video call procedure.

And if you feel that it is "a possible collusion" then we are not in collusion for the following reasons:

• Our cases are different in both details and dates. Mine has been going on for a year, while hers is more recent (apparently a few months).
• We both have enough evidence to demonstrate the lack of response or solution from Rabona.
• Finally, I want to make it clear that my friend recommended this forum to me after I tried to contact various entities, including the provider that grants the license to operate, but I did not get a response or solution. That is why we are looking for help here, as we know that many similar cases have been resolved with this or other bookmakers.

I hope this explanation clears up any possible misunderstandings.

Thank you for your attention, I look forward to your response.

Quiero aclarar algunos puntos con total transparencia.

No estoy segura si hay más usuarios afectados, pero quiero mencionarle que le recomendé a un par de amigas que jugaran Rabona en su momento. Sin embargo, después de que yo experimentara un problema con mi cuenta, le comenté lo sucedido. Ella comenzó a jugar en Rabona en una fecha muy posterior a la mía. Luego, ella también comenzó a tener inconvenientes con la casa de apuestas y me recomendó este foro, a pesar de que nuestros casos son diferentes.

• Respecto a los casos de ambas: Tanto mi amiga como yo estamos llevando quejas por problemas con Rabona, pero nuestras situaciones son distintas:
• En el caso de mi amiga, le descontaron dinero al momento de hacer un retiro.
• Mi caso es diferente, ya que me cerraron la cuenta a pesar de haber cumplido con su procedimiento de videollamada.

Y si siente que es "una posible colusion" pues no estamos en colusión por las siguientes razones:

• Nuestros casos son diferentes tanto en los detalles como en las fechas. El mío lleva un año en curso, mientras que el de ella es más reciente (al parecer, lleva unos meses).
• Ambas tenemos evidencias suficientes para demostrar la falta de respuesta o solución por parte de Rabona.
• Por último, quiero dejar en claro que mi amiga me recomendó este foro después de que intenté contactar con diversas entidades, incluso con el proveedor que otorga la licencia para operar, pero no obtuve respuesta o solución. Por eso, buscamos ayuda aquí, ya que sabemos que se han resuelto muchos casos similares con esta u otras casas de apuestas.

Espero que esta explicación aclare cualquier posible malentendido.

Gracias por su atención, quedo a la espera de su respuesta.

Dear tiffania,

Thank you for your response.

I would like to invite the Rabona Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rabona Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

I'm writing to request clarification regarding the video call I participated in. Despite having done everything possible to complete the call, including missing work to address the issue during the time you indicated, I have encountered some questions that I would like you to address.

Regarding meeting the video call criteria: You mentioned that I did not meet the established criteria. However, I understand that the primary purpose of this video call was to verify that I am the account holder, which was confirmed when I turned on my camera. Could you clarify why I am considered to have not met the established criteria?

Regarding the lack of professionalism in the process: During the video call, I was asked to turn on my camera, which I understood as a necessary requirement for verification. However, I was surprised that, as a reliable company, you didn't follow the same procedure on your end. Could you explain why the same protocol wasn't followed?

I appreciate your prompt response and clarification of these questions in advance.

Me dirijo a ustedes para solicitar una aclaración respecto al proceso de la videollamada en la que participé. A pesar de haber hecho todo lo posible para llevarla a cabo, incluyendo faltar a mi trabajo para poder atender el tema en el horario que ustedes indicador , me he encontrado con algunas dudas que me gustaría que me resolvieran.

Sobre el cumplimiento de los criterios de la videollamada: Ustedes mencionaron que no cumplí con los criterios establecidos. Sin embargo, tengo entendido que el propósito principal de esta videollamada era verificar si soy el titular de la cuenta, lo cual se pudo comprobar cuando encendí la cámara. ¿Podrían aclararme por qué se considera que no cumplí con los criterios establecidos?

Sobre la falta de profesionalismo en el proceso: Durante la videollamada, se me pidió que encendiera la cámara, lo cual entendí como un requerimiento necesario para poder realizar la verificación. Sin embargo, me sorprendió que, siendo ustedes una empresa confiable, no realizaron el mismo procedimiento de su lado. ¿Podrían explicarme por qué no se siguió el mismo protocolo?

Agradezco de antemano su pronta respuesta y la aclaración de estas dudas.

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 tiffania,

I am in direct contact with a casino representative, and they have requested additional time to provide a response. Therefore, I am extending the timer by an additional week to allow for further discussions.

Thank you for your understanding and patience.