The player from Greece had requested two withdrawals totaling 950 euros and subsequently found her account had been closed. She had objected to the request of providing a complete transaction history, viewing it as a violation of her privacy. After she sent the necessary documents to the casino for verification, they were rejected without a clear explanation. The casino had required an unedited transaction history and proof of address. Despite initial confusion over whether certain transactions could be hidden, the casino had clarified they needed the full, unedited transaction history. The player had agreed to provide this, but then found her account closed again. The casino had cited a third-party funding issue, which the player disputed. We confirmed that the casino had acted within its terms and conditions when confiscating the player's winnings due to a violation of their rules. The casino had returned the player's last deposit. The complaint was rejected as the casino had operated within its terms and conditions.
Rabona Casino - Player objects to provide full transaction history.
Amount: €950
Rabona Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Good evening. Over a week ago, I requested two withdrawals totaling 950 euros. I hadn't received any message, so I decided to log into my account to check what was happening. When I tried, I found out that my account was closed. I spoke with the live chat and after a long time, they told me they would send me an email with instructions on how to reopen it. So, I got the email today asking for several documents. I have all the documents and I am more than willing to send them, however, they are also asking for a complete transaction history. This includes private data and there's no way I will send all the transactions I've made in the last two months. I would happily send the transaction history with the remaining transactions covered and showing only the transaction I made for the deposit at Rabona. But asking me to send all my transactions is a clear violation of privacy, and I cannot do this. Please help me with this particular issue! Many thanks.
Dear annoula,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly. We understand Casino will most often require unedited documents for verification.
- Have you asked the casino if some data can be covered? Have you received any response?
- Have you provided the documents that had the sensitive information covered already?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Yes, I have sent something. I made a deposit with viva wallet. And the history can only be downloaded in excel. When I converted it to pdf I hid the rest of the transactions and sent it and now I'm waiting. A casino representative on live chat told me that I can hide the rest of the transactions. I can email you both what the casino representative replied to me and the pdf I sent them. Of course, the pdf does not show my name or which dates it includes. Unfortunately, this is the only pdf that this particular bank can issue.
The deposit I made to them is included, along with the transaction code
They did not accept any of the documents I sent without telling me the reason. Can I please send you the documents I sent, can you tell me too?
I would really appreciate it if you could help me because I really need the money and they don't explain to me how to do the identification
If you wish to submit any evidence, you can do so via email at tomas@casino.guru
I'll await your response.
Good evening, I have sent you all the documents I have and I have also sent them to the casino. The casino doesn't tell me why it rejects them, it doesn't tell me anything so I can't know what documents to send.
I sent you another email with photos from the conversation that tell me that I can cover the remaining transactions. The day before yesterday I spoke to me again about the reason why they rejected my registration and said that I cannot cover it. Please help me get a tip
Thank you very much, annoula, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.
Hi annoula,
I've reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Rabona Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the bank statements were rejected because the player covered some of the transactions or there's any other reason?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Dear Customer,
Thank you for sending the documents.
Our relevant department have reviewed your documents and we would like to inform you that the transaction history is edited, with important information covered. We require the unaltered transaction history, downloaded directly from the official bank site or requested via email in PDF format.
Additionally, we kindly request you to provide another proof of address in PDF format, a recent utility bill (e.g., electricity bill). It should be no older than three months and display your name and current address.
Thank you for your cooperation.
Best Regards,
Rabona.com
Thank you for the explanation, Rabona Casino.
Dear annoula, please, check the casino's reply. It is necessary that you upload only original documents. I understand that you don't like the idea of sharing your private information, however, this is important that players provide only unedited documents, which serve only for verification and won't be used in any other way.
Please, let me know if you'll be able to provide the requested documents in original form.
You were also asked to provide a utility bill in PDF to verify your address, do you have any such documents?
Yes, I think I have such a document, but even if I don't, I will get a responsible declaration of residence from the government. The casino's problem is that it cannot see the rest of my transactions or that it has edited the record? I can print the record raw and hide the rest of the transactions with a marker. Please tell me if there is any other solution. In addition, I had asked a representative of yours in the live chat and she told me that I can cover my transactions. Ms. Natalia, I had sent the corresponding screenshots to Mr. Tomas. The casino seems to be misleading me, but I don't know why.
Dear Customer,
We would like to clarify that we need your original transaction history in PDF format with all the transactions seen. Please do not edit or modify the document for verification.
Please note that the verification process is treated with strict privacy policy, therefore you should not be worried about your personal data.
We assure that your verification will be carried as soon as possible once we receive all the requested documents.
Thank you for your cooperation.
Best Regards,
Rabona.com
Can you please explain to me why your representative told me that I can cover them freely? Please Ms. Natalia let me know if there is any other way to move to get my money. Thanks
Dear annoula, I have seen the screenshot of your communication with the casino, and it was mentioned that you could hide the transactions, however, we now have information from the casino representative that the original documents are requested for a successful verification. I realize that you may feel frustrated with these instructions but I'd like to assure you that this is an industry standard and most online casinos require only original documents with no editing. I'm sorry that you were provided with different information at the beginning.
Let us know if you decide to upload the original documents so that the casino can proceed with the verification of your account.
Dear annoula,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I decided to upload the entries, but please keep the request open until they are accepted
Thank you, annoula. Of course, I'll keep your complaint open until you confirm any progress with your issue. Let us know about the result of the review of your documents as soon as you have a reply from the casino.
Dear Customer,
We appreciate your understanding!
Kindly let us know once you upload the transaction history and the proof of address document.
Thank you for your cooperation.
Best Regards,
Rabona.com
Good evening, I notice again that my account has been closed. I uploaded the history yesterday, but the proof of address didn't leave me because the system is stuck. I told the representative and they said they will send me an email as soon as they fix it and I go to log into my account today and it says it is closed!! Please provide a full explanation of why my account was closed. Unauthorized, I spoke to a representative and she told me something about fraud. Did I violate some term that justifies this behavior??? Unauthorized, what fraud did I do? Please tell me what fraud I did.
Thank you for the updates, annoula.
Dear Rabona Casino, could you please check why the player's account is suspended now? How can they proceed with uploading the rest of the documents if they cannot log in to their account at the moment?
Dear Natalia,
We sent you an email with all the details and evidence of our action. Looking forward to hearing from you.
Best Regards,
Rabona.com
Thank you for the email, Rabona Casino.
Dear annoula, I got information that a third party funded your account. Could you please share any comments on this?
Of course, I have comments to share, Ms. Natalia. The deposit was made from my personal card which I sent for identification and the casino accepted it. I now have my card and bank account history. I'll be happy to send them to you too if you wish. Since the deposit was made from my personal card, how was the account funded by a third party? I really can't understand but I'm not worried as all the transactions are there in my bank account and I'm willing to prove in any way that the money came from my bank account. Since the identification of my card was accepted by the casino, how does this claim arise? All these assumptions they make are completely baseless.
Dear Natalia, I replied to the email you sent me.
I await your reply, thanks
Dear annoula, thank you for your email.
Unfortunately, we cannot close this case in your favour, since there's been a clear violation of the terms of the casino:
9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
- engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
Using funds that do not belong to you is prohibited, therefore we can confirm the casino acted within its terms and conditions when confiscating your winnings. I was informed by the casino that they returned the last deposit to you and hope that you have received the payment.
Due to the aforementioned reasons, 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.
Regards,
Natalia
