Rabona Casino - Player's account closed due to missed document verification request.

Rabona decided to confiscate 400EUR and close my account because I didnt provide documents which they never asked for But I was able to play with them for 500 days

I registered with Rabona in November 2021. I made deposits, withdrawals, without any issues, for 300€, 600€, many many deposits and withdrawals. 

I was never asked for documents. Which is strange by itself. For a year and half! 

In April 2023 I made a withdrawal for 300€. I then had other interests and life priorities to attend to. Of course this 300€ would come thru, why wouldn't it. After a few weeks I receive an email stating that my account is closed since I haven't provided my documents for verification. 

I asked them when did they make a request? And they stated that there was a message in my account. 

So, since I haven't used their services for 30 days, I was not able to get to their message. 

Sending an email is ouf of the question it seems. 

After asking them that I am willing to make a verification, they don't want to cooperate.

Why would they not be sending an e-mail request for documents - like every other gambling site??

They won't ask for documents thru email, rather thru a message in your account while logged in. But they WILL use email when you ask them about this?? Wow!

They told me it's their terms.

Is it a loophole so they can catch users of guard and steal their money?? I would really like to not believe that. It is a gambling industry, not a black market.

Can you imagine users not using Rabona for 30 days, meanwhile they are asked for documents in a message that is only (probably?) visible after when they log in? That's how they presented their answer. And if you don't get to that message for any reason, they close your account and steal your money? It's not about a bookie not paying out your sports or casino winnings - it's stealing!

Dear Rabona, I kindly ask for your cooperation. I would like to provide my documents, verify myself and withdraw my funds of 400 EUR.

Dear tadej80p,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed which exact document was requested from you and caused the whole problem? If there's any relevant communication between you and the casino, 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

I am unable to login into my account and thus cannot see their message - in which they assumably request my documents.

I would like to add that I have also sent an email to curacao egaming about their business practices - and if I understood correctly, rabona.com does not have a licence with them? I will send their replies to the email you provided.

Perhaps it will help you in the future with other cases.

Thank you very much, tadej80p, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.  

Hello, tadej80p!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Also, regarding licensing authority for the Rabona Casino, I have checked it with a Slovenian VPN and with a different one and on the second version of the website they have a Curacao Antillephone license badge which looks valid. If you would like to communicate with them , here are e-mails: info@gaminglicences.com, certria@gaminglicences.com (alternatively complaints@gaminglicences.com).

Dear Customer,

We would like to inform you that your account has been reopened and the documents are requested again.

Kindly log in to your account and upload the necessary documents for verification.

Thank you for your cooperation and we apologize for the inconvenience!

Sincerely,

Rabona

I have now uploaded my id, proof of address and skrill transactions from 1.12.2022 to 28.2.2023 as you wanted.

Dear Customer,

Thank you for providing the necessary documents.

We kindly request you to download the PDF version of your Skrill history for period (01.12.2022 ~ 28.02.2023) and provide us via email at support@rabona.com

Please make sure that you click on the PDF and download it as shown in the screenshot attached below.

We appreciate your cooperation!

Sincerely,

Rabona

I have sent you the pdf just now

Dear Pavel,

We have sent you an email at pavel.k@casino.guru with the result of the verification process.

Please let us know, should you have any further questions.

Best Regards,

Rabona

tadej80p, I am sorry to inform you, but we are forced to reject your complaint. During the verification process casino has learnt that you have participated in a collusion with other players. They have also provided us with a substantial evidence, which proves their point.

Please, if you will have any problems with other casinos in the future, do not hesitate to contact our Complaint Resolution Center. We are here to help!