The player from Venezuela deposited 1400 Euros and won approximately 1500 Euros through sports betting. Attempting to withdraw these funds led to repeated document requests including virtual wallet transaction history, and a failed Skype verification call despite the player's compliance. Subsequently, their account was closed without resolution. The complaint was rejected because the player stopped responding to our messages and questions.
Rabona Casino - Player's account closed amid withdrawal attempt.
Amount: €3,000
Rabona Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
On the 18/07/2023, after successfully verifying my account, I deposited 1400 Euros into Rabona using the crypto currency Tether USDT. The deposit was made without any issues. For a few days, I placed sports bets across various categories and was fortunate to win approximately 1500 Euros. At this point, Rabona decided to reduce my betting limits to levels that were no longer attractive to me. Consequently, I decided to withdraw my funds. However, I was unable to do so at the time because my account still had a pending rollover, which I fully understood. I subsequently completed the rollover and tried again to withdraw my funds. To my surprise, although I had submitted and Rabona had approved all my documents, they suddenly starting requesting transaction history of the virtual wallet I had used to make my deposit, even though they knew it was a crypto currency deposit. I provided the transaction history for the requested period but this was insufficient because my name did not appear on the virtual wallet, a public fact that most virtual wallets do not carry any identity and are mostly anonymous. In any case, I took the initiative to send them screenshots from another one of my wallets, where my name is visible. But they deemed it insufficient and requested a Skype verification call. We arranged the call date and time via email, unfortunately, they did not show up. I waited for an hour passed the agreed time, but the call never materialised. The options for the time of the supposed call were rather inconvenient for me due to the time difference between my location and theirs, yet I stayed up until 2am of my time only for them to not contact me.
I’ve reached out to customer care via live chat, and even though they are very polite, the only response I get is that the relevant department will soon contact me via email, only in most cases they never do.
As of today, they have closed my account. I now have no other means of communication with them apart from emails or live chat, through which they don't seem to show the slightest intention of resolving this matter.
I have numerous emails and chat transcriptions that can substantiate this complaint.
Learis.
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1 year ago
Hello Learis,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Didn't they offer you a new date for the skype video verification?
Please note that if the closure of your account is anyhow related to sports betting, we will be forced to reject the complaint as we deal only with casino related complaints.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
The verification process in the first instance was successful, I was asked for a photo of my ID front and back, as well as a service bill in my name showing my address, also a selfie holding my ID next to my face, All the aforementioned documents have been approved by Rabona before my first deposit, which was on 07/18/2023. During the first days of August I requested my first money withdrawal after having successfully completed the rollover requested by the page. It was then that even though my account was already verified they began to ask me for a transaction history of my virtual wallet in which my name can be seen (in the wallet I used to deposit, unfortunately there is no such option) I tried to explain to them in every possible way, I even sent the history but the communication is absolutely poor on their part. I also offered them history of another of my wallets in which my name does appear, but I still have no answers.
As for a new Skype call, at the moment a new appointment has not been offered, the only response I have had from the live chat was the same as always "the corresponding department will contact you" sadly that does not happen in Most of the time. The times offered to make the call are absolutely inaccessible for my time zone, which forces me to arrange the call in the early hours of the morning and even though I did so, they did not call.
I do not believe that my account closure is due to a sports betting issue especially, I do not have access to the casino or any of the services offered by Rabona
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1 year ago
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Rabona has set a new date and time for the call and it has failed again, I have been waiting for more than 1 hour and for the second time they have not called me.
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1 year ago
Hello Learis,
When was the call supposed to happen? What did the casino respond when you contacted them regarding their absence during the verification call? Did they set a new date for it?
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1 year ago
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The first of the calls was scheduled for Friday, September 8 at 8am (UCT+3), I asked for the day off from work and Rabona was absent from the call.
The second call was scheduled for September 15 at 4:00 p.m. (UCT+3), I have again asked for a working day at my job to attend the call and Rabona was absent again.
When contacting them the response is practically the same as always "We have transferred your case to the corresponding department that will contact you soon" In this case they asked me for a new opportunity which I could not access because I cannot request a day off again at the job.
I will attach the emails in which you can see the details of the days and times of the appointments for the call.
It is worth clarifying that on repeated occasions I requested the information regarding the license that allows them to operate as a betting house and casino and they did not agree to give me that information. They tell me that I can find it at the bottom of the main page and at least in my case that is not like that . I have attached an image of the main footer as evidence that the information I requested does not appear as they say.
I also have some transcripts of the chats with customer service where you can see the lack of incentive to resolve the situation. The agents are very friendly and polite but they do not have the ability to resolve any situation at all.
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1 year ago
Thank you Learis for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello, Learis,
I am sorry to hear about your unpleasant experience, and I apologize for the delayed response. 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 and withdraw the disputed funds?
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.
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1 year ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear all,
Thank you for reaching out.
Please accept our sincere apology for the inconvenience caused during the verification process.
We would like to inform you that a Skype call needs to be held in order to proceed with verification. Even though the customer was sent an email on 05.10.2023 requesting a suitable time, we just sent one more email with the same request and information.
Looking forward for the customer's reply, and will put it in priority when the response is received.
Best regards,
Rabona.com
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1 year ago
Translation
Gentlemen of Rabona, as I have detailed in previous messages, the time for the Skype call was agreed on two previous occasions and unfortunately RABONA was not present. I think that you as a company are not taking into account simple issues related to the client's time, I have a job in which I must meet and respect schedules, for the two previous appointments for the Skype call I have requested the day off from my work to be able to fulfill the commitment. Unfortunately I do not have the possibility to ask for a day off again. I was at his entire disposal for verification via Skype on two occasions and Rabona for some reason decided to be absent. My money has been withheld for months for no apparent reason, Rabona's lack of commitment has caused me irreparable financial losses as well as problems with my superiors at work. I am not asking for more than what belongs to me, I have not committed any violation of the company's terms and conditions, I have sent dozens of emails that have not been answered or that could not be delivered because the recipient's inbox was Without space, I can attach evidence of everything I detail above.
Unfortunately, due to all the events that occurred previously related to RABONA's lack of commitment, I cannot trust that they will simply call me at the scheduled time next time. I am not trying to hinder verification, I have always been cooperative with the requested documentation. It is important to understand that I am not a betting professional and therefore I have a job that I must attend every day, I bet as a form of fun but unfortunately after my experience with Rabona betting has stopped being fun and has become a stressful and financially damaging experience.
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1 year ago
Thank you both for your replies. However, as I can see, we are stuck at the same point.
Dear Learis,
The casino representative (with whom you were not in contact before) informed us that the casino sent you an email on October 5, 2023, requesting a suitable time for a verification video call and that they will put it in priority when the response is received.
Provided that you do not work every day 24/7, I recommend you provide the casino with the dates and times that suit you best, all your free time windows in your schedule for the following days, let's say the following week or two, and wait for the casino's reply. So far, no one claimed that it must be a working day, and I sincerely believe that the casino could be able to manage it somehow after all, as an exception due to the inconvenience caused.
Please, let us know once it is done and you have any news or updates from the casino.
Unfortunately, there is no other way to pass the KYC if the casino insists on the verification video call.
Looking forward to hearing from you.
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1 year ago
Translation
Thank you Branislav for your answer, the problem regarding the schedules is not that I work 24 hours a day, but the time difference prevents me from being available at the schedules that they establish, on the other hand my confidence that they keep their word It is very low because on 2 different occasions the gentlemen decided not to call me and play with my time in the same way they do with my money.
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1 year ago
Dear Learis,
I understand the situation and your concerns. However, therefore, I recommended you provide the casino "with the dates and times that suit you best, all your free time windows in your schedule for the following days, let's say the following week or two, and wait for the casino's reply".
Did you contact the casino customer support and answer their last email in accordance with my advice? If yes, is there any news or updates on your issue?
Please, follow my instructions (if it has not been done yet), answer the casino's email, and provide us with an update once the recommended action is done and you receive feedback from the casino. Feel free to put me in the CC of your emails or forward the email communication to my email (branislav.b@casino.guru).
I am afraid there is no other option for how we could finally move forward in the matter.
Also, there is one more question - what virtual wallet do you use, or what payment method provider is it?
Looking forward to hearing from you.
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1 year ago
Dear Learis,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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1 year ago
Translation
Honestly, when I decided to use casinoguru to help resolve my conflict with Rabona, I expected the mediation to be impartial and have justice. In this case the only thing that casinoguru has arranged is that I as a player agree to Rabona's requests for a new call, without taking into account at all the context of the situation, it has not been taken into account that Rabona has been twice The sole culprit is that the calls via Skype are not carried out, the time that Rabona has been depriving me of my own money has not been taken into account, nor has the time lost and the inconveniences generated by the two calls to which Rabona did not show up. They have not even given a reason why they did not attend the calls. It is actually very easy to mediate a conflict when you only take into account the rules and requests of only one of the parties. Acting in this way, always in favor of companies, is how they manage to continue playing with people's time, continue financing themselves with other people's money without any type of cost and continue maintaining their perfect score on all review sites. Although I respect and admire casinoguru as a site, it is inevitable to say that it has not been an impartial mediation and that the rules imposed by Rabona have only been respected at its convenience and without taking into consideration the context of the situation at all.
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1 year ago
Thank you very much for your opinion, Learis, despite it being a bit distorted.
- I strongly recommend you go through complaints with Rabona Casino on our website, as well as other complaints submitted to different online casinos.
- There is no unresolved complaint with this casino on casino.guru so far.
- A verification video call is a part of the KYC process in the casino, and although the casino did not proceed correctly during your attempts to make a video call with them, on the other side, it is also a common and industry standard that players have to verify all the payment methods they used for deposits and withdrawals - this process includes certain conditions and obligations, which you did not meet.
- We require full cooperation from players when we help them in resolving their issues, for free. I asked you several questions above and not all of them or none have been answered until now, which significantly extends the entire process. Especially, it would be great to know the details I asked you for regarding the used virtual wallet.
- No one is forcing you to have a complaint open on casino.guru. If you would like me to close the case and not devote myself to it anymore, do not hesitate to let me know about it.
- Instead of following my instructions, for some reason, you are avoiding doing it.
What do you expect from casino.guru to do in such a situation?
Can you please confirm you would like me to proceed in resolving the matter, and that you will comply with the previously recommended instructions?
If not, let me know about it, and the complaint will be closed/rejected.
If yes, begin by answering the questions asked in my previous posts.
Thank you for understanding.
Looking forward to hearing from you.
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1 year ago
Dear Learis,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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1 year ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can request to reopen this complaint anytime. However, it will be considered according to the information provided.
Thank you very much, Rabona Casino Team, for your cooperation.
Best regards,
Branislav, Casino.Guru
