Rabona Casino - Player claims that payment has been delayed.

This house is the worst of all in Brazil, horrible. I've withdrawn once on Monday they asked for verification ok. I kept everything straight. But so they don't pay so much asking for payment history where it was accepted and they keep asking all the time. Since the picpay bank does not provide the detailed statement, I sent several receipts. Proving deposit payment and still they keep asking and adding verification more and more, all this to not pay. I can't even put a document on what they ask for, this house is a pyramid here in Brazil

Dear Sauloreis9510,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Sauloreis9510,

Have you received your withdrawal from the casino yet?

I didn't receive it, they simply said that I had several bills at home. IMPOSSIBLE, and they closed my account, I want proof that I have an account in addition to mine. I sent the documentation all right and they said they weren't going to pay me and withhold my money... this is completely absurd, she's constantly doing this here in Brazil... acting in bad faith and worse by withholding all the money, not even the deposit return. They simply claim that you have multiple accounts and keep your money. This house doesn't deserve to be here.

the Attendant even said that I would receive the amount that they confiscated… however, other attendants said that I would not receive more…

Hello..

Thank you for your reply, Sauloreis9510. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

In my house, absolutely not. Not the same ip address. It wasn't even won there, because it comes out at a loss. That amount was without bonus. What I had won with the bonus was on the previous deposit. I will send the chats to the casino as soon as they closed the account saying that I was going to get my amount in the account.

Thank you very much, Sauloreis9510, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

cool, thanks Kristina.

Hello, Sauloreis9510,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rabona Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Rabona Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Team,

Thank you for contacting us.

Kindly be informed that we have sent you an email with the explanation/evidence of the case at branislav.b@casino.guru

Sincerely,

Rabona.com

You are the worst bookmaker and should be banned from Brazil. Still comes to say there's proof or explanation.

Dear Rabona Casino Team,

Thank you for your email and the provided information. I replied to your email a while ago.

Could you please look at it and answer?

Dear Sauloreis9510,

What payment methods did you use in the casino for deposits? What is your source of income on these payment methods, please?

I paid via pix from my picpay account. I am an entrepreneur in the food business. This is my source of income.

Dear Sauloreis9510,

I am in contact with the casino via email, and I received additional data from it.

Can you please confirm you used only Pix for deposits to the casino, and that this payment method was credited with payments from 3rd party (your friend or family member) who also has a casino account and plays in Rabona Casino? If yes, are you please aware of rules that forbid such doing? It is mandatory that you have to deposit and play only with funds that belong to you. Otherwise, it means you deposited and played with someone else's funds, and it could be difficult to verify their origin. Alternatively, it could mean that we are talking about collusion between the accounts of the players in question, which is also prohibited.

first, nobody deposited anything for me, if you want, I can send the extract of my picpay account, I only used pix sim to deposit in that horrible house. And no one sent it to my account, I am independent and I did NOT deposit with a third party account. I'll send my statement and the receipt. And remembering, this house in a month already has 5 complaints from Brazilians from what I see. Don't complain here in Brazil. She is not recommended. Probably hitting

see the compatible deposits and I will also send my November extract from the picpay account.

And I don't have any family members or friends who play in this house. If it was an indication of scammers and financial pyramid I would indicate.

Alright, Sauloreis9510,

If you used a payment method in your name, that belongs to you, it does not automatically mean you could not use someone else's funds for deposits.

Can you please provide me with the bank statement with all transactions on the Pix account used for deposits to the casino for November and December 2022, please?

Feel free to use my email (branislav.b@casino.guru).

Yes I can, I will send it to your email

Thank you, Sauloreis9510, for your email and the provided bank statement.

When did you start using this payment method?

Can you please send me the details for the following payments:

• 21st of November, 2022, 12:21:29 - received payment R$133,00
• 18th of December, 2022, 10:48:00 - received payment R$ 50,00

It would be good if you can send me the details, in which I will clearly see the complete names of the senders of these payments.

Ok, yes, I'll send it right here?

I've used this method all my life.

Dear Sauloreis9510,

Before, you sent me a bank statement from your PicPay account, but you claimed you made deposits only by Pix. Can you please provide me with the bank statement for this period (November and December 2022) from your Pix account used for deposits? Can you also send me the details for the 2 requested payments from your PicPay account? You can use my email.

Could you explain in more detail what you meant by "pyramid finance" above?

And didn't I already send the extracts for November and December? I already sent the extracts and the account I deposited via pix was the picpay one, do you want more DETAILS THAN THESE PROOF? Serious ?. Rabona is acting in bad faith with all players in Brazil. Everyone who wins she blocks and something else. You are asking for the same documents. It even looks like they are colluding with what this house is doing, very strange. Have I already sent my account statement November and December and two proof of payments you asked for? Are you asking again? So kidding.

Yes, you provided it, but it was from a different payment method/bank account and without any details of transactions.

So, can you please provide me with the bank statement for the requested period (November and December 2022) from your Pix account used for deposits?

I am not currently asking for the same document. So far, I have not been provided with such a document, even though I have requested it from you before. Instead, you sent me the bank statement from PicPay. If I overlooked something, correct me and remind me when you sent it, and I will check it.

My friend, I DEPOSITED VIA PICPAY, it was no different. Just look at picpay statement transactions. The only method USED FOR DEPOSITS IN THE HOUSE WAS by picpay via pix. A deposit of 250$ and another of 300$. And what document do you want? You asked for the bank statement of the account I USED to deposit and the account I used was PICPAY and I already sent her statement. You have it in your email on the 23rd of January I sent it to you. I sent you the account statement I deposited and the PICPAY payment receipts, which I deposited at the house

Then why did you provide me with the complete transaction history from the PicPay account, but the requested details for specific payments from the Pix account?

How many bank accounts/other payment methods do you use with your Pix, and in what names?

The reason why I asked you for the details of the payments in question is that those are the only payments of such amounts that were made to your Pix account on those dates from a bank account belonging to another player. However, the Pix details above do not show the sender I saw in the bank statement belonging to another player. Can you please somehow explain it?

Currently, it seems like either you played with both connected accounts (or more accounts) or that another player played in your name. Both options are strictly forbidden in online casinos.

My explanation is, you're acting like a rabona. Simple... there's no evidence. And wanting to find proof where there is none. Go see this horrible mediocre house mocked. Another thing, from what I saw here, another complaint from Brazil. Is it because her grade is 9.1? Since 80% of the complaints are bad. Understand, there is no regulatory body here in Brazil and it does this WITH ALL PLAYERS IN BRAZIL. Don't let it go. Rabona, Campobet and Fezbet. The biggest thieves in Brazil. And apparently here at casino guru accepts a complaint to disguise and rejects 10. You want it because you want me to have a connection with another player. It doesn't work that way

And you can be sure that more complaints will come from them. I'm promoting it every day on social networks to all the players in Brazil… so I came here to sell out.

solved two cases that they decided to close without evidence kkkkkkk. Pay after you come here. This house is funny

Thank you very much, Sauloreis9510, for your opinion.

I explained to you what is the evidence regarding the payments and the bank statement of another player. But, it is still not clear why it is not visible in your screenshots and what was the purpose of playing in such a way.

As for the mentioned player and also the rejected complaints from Brazilian players without evidence - what particular complaint(s) do you mean, please? Feel free to send me a link.

However, there are questions that still have not been answered, and also the details/data that you have not provided, even though I asked for them more than once from you in this thread. I would like to repeat these questions and requests.

"Before, you sent me a bank statement from your PicPay account, but you claimed you made deposits only by Pix. Can you please provide me with the bank statement for this period (November and December 2022) from your Pix account used for deposits? Can you also send me the details for the 2 requested payments from your PicPay account? You can use my email.

Then why did you provide me with the complete transaction history from the PicPay account, but the requested details for specific payments from the Pix account?

How many bank accounts/other payment methods do you use with your Pix, and in what names?

The reason why I asked you for the details of the payments in question is that those are the only payments of such amounts that were made to your Pix account on those dates from a bank account belonging to another player. However, the Pix details above do not show the sender I saw in the bank statement belonging to another player. Can you please somehow explain it?"

This is the third time I am asking you to provide me with the requested documents and explanation.

If you thought you can select the evidence and give me only part of it - it does not work that way either.

Please note if you are not able and willing to cooperate in resolving the complaint, I will be forced to reject it.

Thank you for understanding.

My friend, for the thousandth time, I will send you the picpay statement and the two receipts.

I sent everything via email.

Dear Sauloreis9510,

Thank you for your email. However, I was provided with the same data again.

Except for the above-mentioned (reasonable grounds to believe there was fraudulent activity involving your account and another account registered at the casino), you refused to provide us with the requested documents, data, and other necessary information to investigate and consider the complaint sufficiently on our side. Therefore, and also based on the warning in my previous post, we decided to reject this complaint.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru