Rabona Casino - Pelaajan tilin saldo on takavarikoitu.

HI,

I had about €500 in my Rabona account. Unfortunately, I was unable to log in for several months due to a health issue. When I returned to my account, I discovered that the entire balance had been removed due to inactivity.

I am fully aware that there is a €5 monthly inactivity fee, as stated in the terms and conditions. However, I never received any warning or notification that the entire balance would be deducted over time, nor was I aware that this process would continue automatically until it reached zero.

I contacted support and received only a standard response, with no real consideration for my personal situation or any gesture of goodwill. I'm very disappointed, because I trusted the platform and intended to play again.

I kindly ask Rabona to investigate this matter and consider a refund, even partial, out of fairness. I am willing to continue using the site, but this experience has left me quite frustrated and discouraged.

Thank you in advance for considering my case.

Ciao,

Avevo circa 500 euro sul mio conto Rabona. Purtroppo, non sono riuscito ad accedere per diversi mesi a causa di un problema di salute. Quando sono tornato sul mio conto, ho scoperto che l'intero saldo era stato rimosso per inattività.

Sono pienamente consapevole che è prevista una commissione di inattività mensile di 5 €, come indicato nei termini e condizioni. Tuttavia, non ho mai ricevuto alcun avviso o notifica che l'intero saldo sarebbe stato detratto nel tempo, né ero a conoscenza del fatto che questo processo sarebbe continuato automaticamente fino al raggiungimento dello zero.

Ho contattato l'assistenza e ho ricevuto solo una risposta standard, senza alcuna reale considerazione della mia situazione personale o alcun gesto di buona volontà. Sono molto deluso, perché mi fidavo della piattaforma e avevo intenzione di tornare a giocare di nuovo.

Chiedo gentilmente a Rabona di esaminare questo caso e di valutare un rimborso, anche parziale, per correttezza. Sono disposto a continuare a utilizzare il sito, ma questa esperienza mi ha lasciato piuttosto frustrato e scoraggiato.

Grazie in anticipo per aver preso in esame il mio caso.

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.

• Is your player's account accessible? Can you log in?
• Is there any proof of how much your balance was prior to the period of inactivity?
• Could you please explain what your game activity was prior to your period activity? (Which games did you play? Have you activated and played with bonuses?)
• How far into the past can you check your game, transaction, and bonus histories for?
• Are the inactivity fees displayed in your transaction history? Could you please share screenshots from your account to support your complaint with evidence? Share screenshots here or submit information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Greetings,

I confirm that my Rabona account is currently accessible.

Checking my history now, it appears that on June 17, 2025, a withdrawal of €518 was made from my account, an operation that I did not authorize.

I logged into my account around June 26th (maybe a day or two earlier, I don't remember exactly), and on that date I contacted support to ask about the zeroed balance. Their response was that it was an inactivity fee.

I would like to point out that I never received any communication or notice, either by email or through notifications in my account, informing me of the impending charge or of the existence of these policies.

Attached I have sent you a screenshot of the transactions filtered by deposits, bonuses, and withdrawals, from my first deposit until the last transaction on June 17, 2025. The transactions clearly show:

The initial deposit made by me

The bonus credit

The subsequent gaming activity that converted the bonus into real balance, up to the now disappeared €518

Regarding your question: I've used the account primarily for sports betting, which accounts for almost all of my activity. I may have also made some occasional bets in the casino section, but my usage has been almost exclusively for betting.

In any case, Rabona manages a single account with a shared balance between the casino and sports, and my complaint concerns the management of the overall balance, not a specific section.

I therefore kindly ask you to consider my complaint, since the withdrawal of my balance occurred without any prior authorization or notification, and on funds obtained regularly through gambling activities.

Salve,

Confermo che il mio account Rabona risulta attualmente accessibile.

Controllando ora lo storico, risulta che in data 17 giugno 2025 è stato effettuato un prelievo di 518€ dal mio conto, operazione che non è stata da me autorizzata.

Io ho effettuato l'accesso all'account intorno al 26 giugno (forse uno o due giorni prima, non ricordo con precisione), e in quella data ho contattato l’assistenza per chiedere spiegazioni riguardo al saldo azzerato. La loro risposta è stata che si trattava di una commissione per inattività.

Tengo a precisare che non ho mai ricevuto alcuna comunicazione o avviso, né via email né tramite notifiche nel conto, che mi informasse dell’imminente addebito o dell’esistenza di tali politiche.

In allegato vi ho inviato uno screenshot dei movimenti filtrati per depositi, bonus e prelievi, dal mio primo deposito fino all'ultimo movimento del 17 giugno 2025. I movimenti dimostrano chiaramente:

Il deposito iniziale effettuato da me

L'accredito del bonus

La successiva attività di gioco che ha convertito il bonus in saldo reale, fino a raggiungere i 518€ ora scomparsi

In merito alla vostra domanda: ho utilizzato il conto principalmente per le scommesse sportive, che rappresentano la quasi totalità della mia attività. Non escludo di aver effettuato anche qualche giocata occasionale nella sezione casinò, ma il mio uso è stato concentrato quasi esclusivamente sulle scommesse.

In ogni caso, Rabona gestisce un conto unico con saldo condiviso tra casinò e sport, e la mia contestazione riguarda proprio la gestione del saldo complessivo, non una sezione specifica.

Vi chiedo quindi cortesemente di valutare il mio reclamo, poiché il prelievo del saldo è avvenuto senza alcuna autorizzazione o comunicazione preventiva, e su fondi ottenuti regolarmente attraverso attività di gioco.

I am sorry to hear about the developments you learned.

Have you inquired whether the balance was indeed withdrawn, or whether the balance was confiscated? Have you received a response?

Could you please explain in more detail which payment method was used if it was a withdrawal of funds?

Which payment method have you used in the past to deposit and withdraw funds?

If there is any other evidence or communication you received from support, please share it with me at tomas@casino.guru

Hi, I sent you a screenshot via email confirming their decision to confiscate my in-game balance. The problem is, I didn't receive any communication, not even a warning days beforehand to prevent this from happening.

Ciao, ti ho mandato lo screenshot per Email all'interno della quale viene confermata la loro scelta di confiscarmi il saldo all'interno del gioco. Il problema è che io non ho ricevuto alcuna comunicazione nemmeno un avviso giorni prima per evitare che questo accadesse.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.

Hi Imbarsik,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Rabona Casino to join this conversation.

Dear Imbarsik,

Thank you for reaching out to us.

We are deeply sorry to hear about your frustration and disappointment.

We would kindly like to inform you that your case was forwarded for review and we will contact you as soon as possible with further information.

Thank you for your understanding.

Kind regards,

Rabona Casino Team

Thank you Rabona Casino team for your reply.

Dear Imbarsik,

Please keep me updated.

Dear Imbarsik,

Thank you for your patience.

We are happy to inform you that your balance has been restored and is now available on your account.

Please don't hesitate to contact us in case you have further questions.

Kind regards,

Rabona Casino Team

Thank you, Rabona Casino team, for the update.

Dear Imbarsik,

Can you confirm this?

Dear Imbarsik,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru