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Casino: Rabona Casino Username:Basamg440 Complaint amount: €1298.25. Issue: Technical glitch causing unauthorized bet increase and total balance loss

Dear Casino Guru Team,

On December 12, 2025, at approximately 8:09 PM CET, I played "Big Bass Bonanza" (Pragmatic Play) with a real money balance of approximately €1300. The stake was set to €2.25 per spin in Autospin mode.

Without any action on my part, the stake suddenly jumped to €75 per spin, causing me to lose my entire balance in a very short time. Immediately afterwards, I was automatically logged out. After logging back in, only €1.75 remained.

No bonus was active, and this was clearly a malfunction of the platform (autoplay bug or server error).

I contacted support: – In the live chat, the employee "Dieter" described my case as a "standard case" without offering any assistance. – On December 13th, I sent formal emails to complaints@rabona.com (Ticket No. 40674039) and followed up. – Rabona responded only once (on December 13th) with general quotes from the terms and conditions (sections 8.1, 8.2, 8.3, 6.6.2), completely ignoring the technical malfunction and my evidence. – Despite my deadline of December 17th, 2025, I received no further response. – I received neither game logs nor an explanation.

I request: 1. A full refund of €1298.25 to my original payment method. 2. Access to the game/server logs for verification.

Attached: Screenshots of the account balance before/after, betting history, live chat, complete email correspondence (Ticket #40674039).

Thank you for your mediation in this apparent case of a technical error.

Sincerely, Bastian ****

Casino: Rabona Casino Benutzername:Basamg440 Complaint amount: €1298.25. Issue: Technical glitch causing unauthorized bet increase and total balance loss

Liebes Casino Guru Team,

Am 12. Dezember 2025 gegen 20:09 Uhr MEZ spielte ich „Big Bass Bonanza" (Pragmatic Play) mit einem Echtgeldguthaben von ca. 1300 €. Der Einsatz war im Autospin-Modus auf 2,25 € pro Drehung eingestellt.

Ohne mein Zutun sprang der Einsatz plötzlich auf 75 € pro Drehung, wodurch mein gesamtes Guthaben in kürzester Zeit verloren ging. Unmittelbar danach wurde ich automatisch ausgeloggt. Nach dem erneuten Einloggen waren nur noch 1,75 € übrig.

Es war kein Bonus aktiv, und dies war eindeutig eine Fehlfunktion der Plattform (Autoplay-Bug oder Serverfehler).

Ich kontaktierte den Support: – Im Live-Chat bezeichnete der Mitarbeiter „Dieter" meinen Fall als „Standardfall", ohne mir weiterzuhelfen. – Am 13. Dezember schickte ich formelle E-Mails an complaints@rabona.com (Ticket-Nr. 40674039) und hakte nach. – Rabona antwortete nur einmal (am 13. Dezember) mit allgemeinen Zitaten aus den AGB (Abschnitte 8.1, 8.2, 8.3, 6.6.2) und ignorierte dabei die technische Störung und meine Beweise völlig. – Trotz meiner Frist bis zum 17. Dezember 2025 erhielt ich keine weitere Antwort. – Ich bekam weder Spielprotokolle noch eine Erklärung.

Ich beantrage: 1. Vollständige Rückerstattung von 1298,25 € auf meine ursprüngliche Zahlungsmethode. 2. Zugriff auf die Spiel-/Serverprotokolle zur Überprüfung.

Beigefügt: Screenshots des Kontostands vorher/nachher, Wettverlauf, Live-Chat, vollständige E-Mail-Korrespondenz (Ticket #40674039).

Vielen Dank für Ihre Vermittlung in diesem offensichtlichen Fall eines technischen Fehlers.

Mit freundlichen Grüßen, Bastian ****

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Dear Jbk888,

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.

• Do I understand correctly that you only experienced this once with one specific game?
• Could you please explain under what settings you set up the autoplay feature?
• Have you saved any video of the incident? Have you asked for detailed game history records from the casino already? Send any other supporting evidence to my email at tomas@casino.guru

Thank you very much in advance for your reply.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tomas,

Thank you so much for taking my complaint and for the quick response!

Here are the requested details:

• Did I understand correctly that this only happened to you once during a specific game?

Yes, that only happened to me once – specifically during that one gaming session on December 12, 2025, in the "BIG BASS BOXING Bonus Round" (Pragmatic Play). Never before or since.

• Could you please explain which settings you used to enable the autoplay function?

I had activated Autoplay 100 games with a fixed stake of €2.25 per spin (no turbo or quick spin options, no other limits such as stop on win/loss). The stake was manually set to €2.25 and was supposed to remain constant. Suddenly, without any input from me, it jumped to €75.00 – I didn't click or change anything.

• Did you save any video recordings of the incident? Have you already requested detailed game logs from the casino?

Unfortunately, I don't have a video recording (it happened too suddenly). But I do have all the screenshots (balance before/after, bet history with stake jump, logout, chat with Dieter, and the complete email correspondence with Rabona, including ticket #40674039). I've already uploaded these with my complaint. Despite repeated requests, Rabona hasn't sent me any game round logs or server logs – they only responded once with generic terms and conditions and then remained silent.

If you need further screenshots or information, I will gladly send them.

Thank you in advance – I hope that with your help we can obtain a refund of €1,200.00.

Best regards,

(Account: Basamg440)

Lieber Tomas,

vielen Dank für die Übernahme meiner Beschwerde und die schnelle Rückmeldung!

Hier die gefragten Details:

• Habe ich das richtig verstanden, dass Ihnen das nur einmal bei einem bestimmten Spiel passiert ist?

Ja, das ist mir nur einmal passiert – genau in diesem einen Spiel-Session am 12.12.2025 in "BIG BASS BOXING Bonusrunde " (Pragmatic Play). Vorher und nachher nie wieder.

• Könnten Sie bitte erläutern, unter welchen Einstellungen Sie die Autoplay-Funktion eingerichtet haben?

Ich hatte Autoplay 100 Spiele mit festem Einsatz von 2,25 € pro Spin aktiviert (keine Turbo- oder Quick-Spin-Optionen, keine weiteren Limits wie Stop bei Gewinn/Verlust). Der Einsatz war manuell auf 2,25 € gesetzt und sollte konstant bleiben. Plötzlich sprang er ohne mein Zutun auf 75,00 € – ich habe nichts angeklickt oder geändert.

• Haben Sie Videoaufnahmen des Vorfalls gespeichert? Haben Sie bereits detaillierte Spielprotokolle vom Casino angefordert?

Leider habe ich keine Videoaufnahme (es passierte zu plötzlich). Aber ich habe alle Screenshots (Guthaben vor/nach, Bet-History mit Einsatzsprung, Logout, Chat mit Dieter und die komplette E-Mail-Korrespondenz mit Rabona inkl. Ticket #40674039). Diese habe ich bereits in der Beschwerde hochgeladen. Rabona hat mir trotz mehrmaliger Forderung keine Game-Round-Logs oder Server-Logs geschickt – sie haben nur einmal mit generischen AGB geantwortet und dann geschwiegen.

Falls Sie weitere Screenshots oder Infos brauchen, schicke ich sie gerne nach.

Vielen Dank im Voraus – ich hoffe, dass wir mit Ihrer Hilfe eine Rückerstattung der 1.200,00 € erreichen können.

Beste Grüße,

(Konto: Basamg440)

Thank you for your reply.

Unfortunately, it would be impossible for us to conclude that the bet amounts weren't set up by you. The evidence you provided doesn’t let us conclude that your balance was incorrectly adjusted or that any game rounds were improperly completed based on the new settings.

Without such proof (e.g., video evidence, account history, or a casino acknowledgment of an error), we are unable to proceed with this complaint further.

Please note that Casino Guru can only intervene when there’s verifiable evidence of a specific issue affecting a player’s balance or when a casino fails to respond or act appropriately.

Based on the description of events and evidence provided, there is little we can accomplish. Consequently, the complaint will be closed.

Thank you for your understanding.

Best regards