Rabona Casino - Pelaajan varat on takavarikoitu.

I am submitting this complaint regarding the removal of approximately 220 EUR from my account balance.

The casino claims that the funds were deducted due to inactivity fees. However, according to their own Terms and Conditions, the inactivity fee is 5 EUR per month after 180 days of inactivity.

I had not logged into my account for approximately one year. Based on this, the total amount of inactivity fees should be significantly lower than the full balance that was removed.

Despite multiple requests, the casino has failed to provide any detailed breakdown of these deductions (dates, amounts, or applied fees) and has stopped responding to my emails entirely.

I consider this a lack of transparency and a potentially unfair application of their own rules, especially given that the deducted amount is clearly disproportionate.

I am requesting the return of my funds, or at minimum a justified recalculation based strictly on the stated inactivity fee policy.

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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.

• Is your player's account accessible to you? Can you log in?
• Was your account closed between the times you used it?
• Is there any evidence about what your balance was, or that the casino subtracted the disputed amount from your account?
• Could you please share with me your communication with the casino when you tried to resolve the issue? 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 PigSteve,

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of PigSteve. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hello Tomas,

I think there has been a misunderstanding.

I had already sent you the requested information and my reply by email just a few minutes before the deadline expired. It is possible that your automated message overlapped with my email.

As I have already replied and provided the requested information, I would kindly ask you to reopen the complaint and continue processing the case.

Thank you very much for your assistance.

Kind regards,

Istvan

Dear PigSteve,

Thanks for your message. I apologize for overlooking your email.

According to your message, you wished to share screenshots of your communication with the casino and other evidence, but no such correspondence reached me.

Kindly send me the evidence you were referring to in your email.

My email is tomas@casino.guru

Looking forward to your reply.

Dear PigSteve,

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 reminders, 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,

Tomas

Casino.Guru