The player from Qatar had faced multiple connection errors in baccarat. Although the bets had been placed and deducted from the account, no results were shown. He had contacted the Complaints Team, providing screenshots as evidence. However, the screenshots had failed to show any discrepancies. The player had been unable to provide solid evidence of the connection error and the mistakenly deducted bet. We had explained that the casino's terms and conditions stated they were not liable for losses due to connection errors. As a result, the complaint had been rejected due to insufficient evidence.
Rabona Casino - Player experiences connection issues during betting.
Amount: $30,000
Rabona Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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7 months ago
3 bets in a row was connection error in baccarat no commission but still it went through and deducted from my account
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7 months ago
Dear renonb123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Send via email veronika hope you can help me on this matter even if one bet must be return
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7 months ago
Dear Veronika,
im already suffering from depression because of this, i even contacted the account manager but still no response.
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6 months ago
Thank you for your emails. However, I don't see any discrepancies in the screenshots you provided me with. Do you have your gaming history in Excel format as well, please? You may request it directly from the casino and then forward it to me. I am sorry but if you don't have any evidence showing the connection error and the mistakenly deducted bet, I will have to reject the complaint.
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6 months ago
Hi Veronika,
the issue is not the system, its the connection, usually it happens to me before but the bet return during that time, but then last 17 april i have 3 bets which is related to connection error from my side and it should not been accepted based on my experience but it still went in and loss,
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6 months ago
According to the casino's Terms and conditions:
10.3 Neither the Company, nor the software provider, nor any of our affiliates or connected parties will take any liability for any losses, expenses or harm that are supposed or are actual consequences of:
- loss of any transactions that arises from incorrect functioning of connection used by you or any other organization that transfers data between you, the Company or any other company that is regulating payments;
It's important to note that the casino does not control the quality of your internet connection. Thus, if your bets were successfully placed, their outcome could have been either winning or losing, they were not automatically deemed lost.
I am sorry but since you failed to provide us with a piece of solid evidence, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
