The player from Portugal had made several deposits, but the casino canceled his account when he attempted to withdraw, resulting in a loss of over €150. We reached out to the player for additional information to understand the situation better. Despite extending the response time, the player did not reply. Consequently, the complaint was rejected due to lack of response.
Rabona Casino - Player’s account closed, and winnings confiscated.
Amount: €146
Rabona Casino
Safety Index:HighSafety Index
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8.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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5 months ago
Translation
I made several deposits, and when it was time to withdraw, they simply canceled my account, leaving me without my money. In total, I lost more than €150.
Automatic translation:
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5 months ago
Dear PEDROHENRI07,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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,
Petronela
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5 months ago
Dear PEDROHENRI07,
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.
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5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
