Rabona Casino - general discussion (page 10)

You still need to wait for the complaint to close and don't worry, our team will definitely advise you on what you can do, so even though I know you've given it plenty of time, try to hang in there and we'll see how it turns out. 

It is at the stage that the casino has spoken and now it is the turn of the casino Guru.. I hope I get the justice I deserve.. thank you.

Hi, Jozef will give you everything you need when he answers, and yes, it is waiting for him now. 

However, from what I have read, I have learned that the problem is that you have opened a duplicated account. Why did you open another one if you closed one account a few days after opening the other one ? That's a violation of the rules in any casino, so it doesn't seem reasonable to me. Let's see how our team sees it. 🤔

My mistake on the one hand I closed the account but I closed it because of addiction.. and after two days I opened a new account. I ask: why since I closed the one account and opened a new account again with my real details they didn't block me directly and let me play for 3 days.. why when I made my deposit they accepted it and I played normally and when I won they closed me ; A dual account is considered when you have two active accounts, I had closed one and opened a second one, even with My real details.. one more question: if I continued to lose and make deposits, would they close my account? I answer you in the affirmative no.. so here we are talking about illegality in the responsible game, when a player has a problem and they see in my new registration that I make an account again with my real details I repeat they should not even let me register.. I ask for the my hard earned money back because i need it for my gambling detox in treatments.. and casino rabona should pay me because what they did is a big illegal act! And apart from my money, maybe you should take further action to get the casino in question to be fined and brought into compliance, do you know how serious what they did is?? We are talking about addiction and responsible gaming.. there is no more illegal act than my case.. we are not talking about a fault we are talking about a felony against a person who has a problem.. all my details that I have given to casino Guru are solid documents and so I will have to justify myself.. now if you read everything I write to you I think I will be understood.. thank you in advance.

This is exactly the problem with the multiple accounts addicted players tend to create. Obviously, someone addicted just can't resist the urge to play, so he must get to the casino somehow despite his previously closed account.

I truly understand this situation. Frankly, when it comes to players protection, casinos are limited by their platform and software capabilities.

Just imagine the only "personal" detail such a platform compares with the history is an email address. As a result, you will be able to create as many accounts as you like because the email must always be unique. Under such circumstances, it does not actually matter whether you use your real name and address.

And because it's common knowledge that only one casino account is permitted, and using different personal details means failing the KYC, casino management may think all possibilities are covered. Sadly, the KYC usually comes after the initial withdrawal request. Accounts are not much investigated earlier, because it's part of the most likely inevitable KYC.

So, technically, there is a pretty tight spot for each addictive player, which may feel like a trap, and we're trying to explain that to casinos on every occasion.

I'm sorry you're struggling with this condition. Are you receiving proper care, please? How are you holding up?

You probably misunderstood.. that's okay. Yes, Jozef is defending me and they were talking to the casino. And I hope to be justified.. maybe you haven't seen all the history and chats and screenshots, I don't know what you think, anyway I say I'm right and the casino is illegal, I repeat, they never asked me to verify my details either on the first account nor on the second, and I was playing large sums, so who has cheated? Where are the additional measures to not let addicted players in a new re-registration even with the same details?? To better see what I'm reading and then tell me if I'm wrong or right.. I hope to be vindicated and that the casino in question is punished

I think it is too early to make such conclusions about who is right and who is wrong. We are admins on the forum and sometimes it is not possible to read all the messages or the whole complaint, because it would be time-consuming. Radka just explained how it works in casinos when players are addicted and what are the possibilities to reopen an account. 

However, I saw that Jozef again asked some questions to the casino and so we will see where it goes from here. As always, we all hope for a fair deal and a fair outcome. 🙂

Thank you very much..

For nothing, share with us when you have some news. 🙂

Of course I will keep you informed of any developments in my case.. that's what I believe in a fair deal!!

What I am asking for is justice and a happy ending.. I need the money for my gambling rehab treatments, I have left them thousands of euros, and I hope they will reimburse me with the help of casino Guru.. 🤗🤗

I can't guarantee it, but our team will try to do their best. 😊☘️

I know and thank you to the whole team, casino Guru

The people at rabona lie and wrote in the complaint that I had a different account and ip they should be ashamed I challenge them to open all the history and I have sent the photos to Guru .. she has everything that they will pay me and everything .. they did it mistake and they accepted me again, in the previous account I had lost 1,250€ two days ago and how many other thousands of euros.. I want to be vindicated and I hope together with the Guru team we will achieve it..

I have also been waiting for a rabona payment since January and they have extended it to infinity, in the first weeks they told me to be patient, that they have many requests etc. and after insisting they told me that my account needs to be verified to receive the payment, I sent the requested documents and my account remains unverified and they do not pay

Since they are frauds and should be punished..

We will see what can be done in this case and how our team will approach it. We need to be patient until Jozef gets to it and we will see. I won't get ahead of myself just yet. 

Hi, but part of getting a withdrawal will be to successfully verify. But I have a feeling it's been a long time in the making, to tell you the truth. 

Did the casino tell you why you are not verified yet and what is the problem with the documents ? 

I also see that you have an open complaint, so I'm sure our team will try to help you in your situation. 

Good luck. ☘️

send proof of address, send proof of identity, send certificate of ownership of my bank, send certificate of ownership of my card, send transaction history of my bank and now they ask me for history of PayPal transactions but I never used PayPal to play in rabona, I have only used the card to play in rabona, I also sent paypal history to show them that I have nothing to hide and it is all legal although I think I should not have sent them if I never used paypal to play in rabona and now What happens is that it does not accept Paypal. I uploaded it 2 times and when I enter the page it tells me to send the Paypal history and they don't say why they reject it and they don't verify the account or the payment either.

Have you filed a complaint here?