Rabona Casino - Pelaajan voitot on takavarikoitu.

Hello,

The casino gave me a weekly cashback of approximately €50, which was added as a bonus with a 1x wagering requirement, no conversion limit, and a 10% contribution in the live casino, which is where I play. When I was one bet away from releasing the bonus and converting it all to real money, I bet my entire €136 bonus balance on Pragmatic Play's auto-roulette. I bet on the first and third columns, and the number 4 came up, so I won €204 (see image). When I placed the bet, a message appeared saying the bonus had been completed, but the €204 wasn't added to my real money balance; only €20 was added.

I contacted casino support twice because of the error and they told me that the winnings had been added correctly, which is not the case, since it should have been the 204 euros I won in roulette with real money.

This error happened to me a week ago at the BassBet casino, which belongs to the same company, and they solved the problem overnight, but now Rabona refuses to give me my money back.

I am requesting your help, please, as this is unfair and the casino is simply washing its hands of the matter. Thank you in advance.

This happened on February 16th.

(I had already withdrawn from this casino using crypto, and they never asked me for KYC verification)

Hola,

El casino me dio un cashback semanal de aproximadamente 50 euros, el cual se añade como bono con requisito de 1x, sin limite de conversión, y con contribución en casino live del 10% que es donde juego. Cuando estaba a una apuesta de liberar el bono y convertir todo a dinero real, aposte todo lo que tenia 136 euros del bono en la auto ruleta de pragmatic play, le aposte a la 1era y 3era columna y salió el numero 4 así que gane 204 euros ( ver imagen). Cuando hice la apuesta apareció el mensaje que el bono había sido completado, pero los 204 euros no se añadieron a mi saldo real, solo se añadió 20 euros.

Me comunique 2 veces con el soporte del casino debido al error y me digieron que las ganancias se habían añadido correctamente, lo cual no es así, ya que debieron ser los 204 euros que gane en la ruleta a saldo real.

Este error me había pasado hace una semana atrás en el casino BassBet que pertenece a la misma compañía, y me solucionaron el problema de un día para otro, pero ahora en Rabona se niegan a pasarme el dinero.

Solicito su ayuda por favor ya que esto es injusto y el casino solo se lava las manos. De antemano Gracias.

Esto ocurrió el 16 de febrero.

( ya había retirado en este casino mediante crypto, y nunca me pidieron verificación KyC)

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you placed a single bet of €136, or did you place two separate bets of €68?
• Could you please forward me the conversation between you and the casino customer support regarding the issue with crediting your winnings? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I bet 68 euros on each column in one bet (you can see it in the Pragmatic image) and won 68 euros net, total 204 euros. I'll send you the conversations by email... They're just pre-written messages saying "I'm sorry, but the winnings were credited correctly," which isn't true.

Aposte 68 euros en cada columna en una apuesta ( en la imagen de pragmatic se ve y gane 68 euros neto, total 204 euros), te mando las conversaciones al correo... Son solo mensajes predeterminados que dicen que " lo lamento, pero las ganancias fueron acreditas correctamente", cuando no es verdad

Hello Ricardocas567,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office.

Have you sent me the email conversations in the meantime? I have not received any emails from the address you use to log into your Casino Guru account yet.

I sent it 2 weeks ago, I sent it again, please check it

hace 2 semanas lo envie, te lo envie de nuevo, chequea porfavor

Thank you for your emails. Based on the screenshots you provided, it appears that your winnings were credited correctly.

• You placed one €68 bet that won, so an additional €68 was added to your account.
• The second €68 bet was a losing one, so no additional winnings were added from that bet.

In total, you received €136, which matches the correct amount according to your gameplay.

Please let me know if there is anything else we can assist you with.

Noooooo

68 euros to a column pays x3, that's 204 euros... And only 19 euros were added to my account balance, it's absurd (check all the photos)... Please reply as soon as possible, I don't want to wait another week for the same thing, and please contact a Rabona representative, as this is really unfair and I've waited far too long (income is not the same as profit).

Noooooo

68 euros a una columna paga x3, son 204 euros.... Y solo se agregaron a mi cuenta 19 euros a saldo real, es absurdo (chequea todas las fotos) .... Por favor responde lo antes posible no quiero esperar otra semana por lo mismo, y favor comunicarte con un representante de rabona, ya que esto es realmente injusto y he esperado demasiado tiempo ( ingreso no es lo mismo que ganancia)

Thank you for your response. We have reviewed the evidence you provided within our team; however, we still require additional information before involving the casino in the resolution process.

Could you please send me a screenshot of these details?

Additionally, could you kindly clarify the discrepancy in the timestamps between your game history and your casino account history? The game history shows a timestamp of 17:15:26, while there is no corresponding record for this exact time in your casino history. If possible, please provide screenshots or a video capturing the game history shortly before and after the round in question.

I already sent you a photo of that information, I'm going to send it to you again, along with the one above, which is the one with the error in the earnings, the one that says +19.6 euros, it should say +204 euros which is what they should add to me.

Regarding the time, we all have different time zones. I'm in Chile, the casino shows a different time because it's in a different location, and the provider, which in this case is Pragmatic Play, is in a different place, so it's normal that the 3 times are different.

If you want to review the bet, you can search for it using the bet ID on Pragmatic Play... Don't ask me for the impossible, like a recording of the bet, since I never record what I play. That's why I sent you the screenshot right when you see I won 204 euros, and I only have 20 euros in my balance...

I have sent the requested images to your email and I am also adding them here.

Ya te había mandado una foto de esa información, te la voy a enviar de nuevo, junto con la de arriba, que es la del error del de las ganancias, la que dice +19,6 euros, debería decir +204 euros que es lo que me deben agregar.

Respecto a la hora, todos tenemos horas diferentes, yo estoy en Chile, el casino muestra un hora diferente porque esta en otra parte, y el proveedor que en este caso es pragmatic play están en un lugar diferente, así que es normal que las 3 horas sean diferentes.

Si tu quieres revisar la jugada, puede buscarlo mediante el ID de la jugada en pragmatic play... No me pidas imposibles como la grabación de la jugada, ya que nunca grabo lo que juego, para eso te envié el print de pantalla justo cuando se ve que gané 204 euros, y solo tengo de saldo 20 euros....

He enviado las imágenes solicitadas a tu correo y también as agrego aquí.

Hello Ricardocas567,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I've been on vacation for 3 weeks now... Can I work with you?

Ya van 3 semanas de vacaciones.... Puedo trabajar con ustedes?

Dear Ricardocas567;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I reviewed the information you provided.

Thank you for your cooperation and for providing all the necessary information. We 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, Matej (matej.l@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,

Tomas

Hello Ricardocas567, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the gameplay results and assigned winnings. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Rabona Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details about the roulette spin and why does the casino staff confirmed the amount of winnings is correct? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 Ricardocas567,

Thank you for reaching out to us.

In order to further investigate your claim we would kindly ask you to provide us with the email address connected to your account.

Please note that the provided address here in the forum is not connected to any account in our casino.

Thank you for your understanding.

Kind regards,

Rabona Team