The player from Italy had his account closed because he was accused of opening multiple accounts. The issue was successfully resolved.
Rabona Casino - Player has been accused of opening multiple accounts.
Amount: €50
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
As soon as I create an account and upload the sum of € 30, I play everything in no time. I decide to top up another 20 €. I enter the live chat to ask for the welcome bonus and my account is closed because they say it is duplicated. It must be said that until yesterday I didn't even know the site and I never had other accounts on it. If I could vote, it would be 0.
Automatic translation:
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4 years ago
Dear Giuseppe,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:
"3.3 Only one gaming account is allowed for your real personal data. Opening an account is allowed only for one person, using one address, one phone number, and one IP address. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts." In that case, the Casino reserves the right to close all of the Duplicate Accounts and to apply the following sanctions: each action performed using a Duplicate Account is considered void. If while the Duplicate Account was active, monetary funds, bonuses, or winnings were withdrawn from the Duplicate Account, these will be lost and the Website retains the right to ask for the return of those assets. Rabona reserves the right to cancel bets, reject bonuses of any kind, cancel participation in any promotion, as well as permanently ban any client from the bonus program of the Website. It also reserves the right to disallow opening an account or close an existing account without prior written notice or any explanation."
Is there any chance, that someone from your family, or the same IP address created an account at this casino?
Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).
Looking forward to hearing from you. Thank you in advance for your reply.
Best regards,
Kristina
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4 years ago
Translation
No one has ever been to any betting site or casino at home. In addition, they asked for personal data (which they already have) for a refund of € 15, but beyond that I had two virtual bets in progress. I prefer to lose these 15, rather than continue to give my sensitive data because of the very little trust they have given me.
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4 years ago
Thank you very much Giuseppe for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hi Giuseppe,
I'm taking over your complaint. I will contact the casino and see what can be done.
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4 years ago
We would like to ask the Rabona 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Dear Player,
We would like to inform you, that after having reviewed your matter more thoroughly, it has been found out that your account is really not duplicated. Please, accept our deepest apologies regarding the matter, we will do our best so such misunderstandings do not happen in the future.
From our side we are ready to re-open your account so you can enjoy betting on our brand, however, from your correspondence with a customer support representative we have spotted you have requested the permanent closure of your account. Therefore, we would like to kindly ask you to either confirm or revoke the account closure request. After your reply we will proceed accordingly.
Looking forward to hearing from you!
Best wishes,
Rabona Customer Support Team
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4 years ago
Translation
First of all, I thank the casino guru team for their commitment and accomplishment in the best way. Thank you very much.
I confirm that I want to continue using the Rabona site for my bets and therefore approve the reopening of my game account. I thank you all, with the hope of continuing our contacts honestly and transparently.
Cordial greetings
Giuseppe
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4 years ago
Hi Giuseppe,
Has your casino account been reopened? Can we consider the issue resolved?
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4 years ago
Translation
It was reopened thank you very much
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4 years ago
Dear Giuseppe,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
