The player from Brazil had his account blocked without further explanation. The casino responded to the complaint and stated that the account had been frozen due to the incorrect entry of a password. They further explained that the issue had now been resolved and that the player should be able to use their account without hindrance. The player was asked to confirm this but became unresponsive. It seems that the issue was resolved but without any confirmation from the player, the complaint was eventually rejected.
Rabona Casino - Player’s account has been blocked.
Amount: 200 R$
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I opened an account at this bank and won a bet worth 149, but out of nowhere they froze my account and so far I couldn't access it, they say it's already been resolved, but when I try to enter, I can't, the support doesn't help at all, not even the chat!!
Automatic translation:
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2 years ago
Dear josielrod34,
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? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?
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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2 years ago
Translation
I opened this account yesterday, it wasn't verified, I played in live games, I didn't get any withdrawals, because it was my second win, the problem and the lack of communication they have... they can't solve a simple little problem
Automatic translation:
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2 years ago
Thank you very much, josielrod34, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello josielrod34,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Rabona Casino to join the conversation and participate in the resolution of this complaint.
Dear Rabona Casino,
Can you please explain why the player is unable to access their account?
Kind regards,
Adam
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2 years ago
Good day,
Thank you for reaching out.
The client’s account was temporarily frozen due to several attempts to enter with an incorrect password. Unfortunately, due to a minor glitch, it took longer than expected to get the account reopened again. However, the account is fully active now and as we can see, the client has successfully logged in.
We hope the above clarifies the situation. We will do our best to avoid any similar delays in the future.
Please feel free to contact us should you have any additional questions.
Sincerely,
Rabona
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2 years ago
Thank you for explaining the situation, Rabona Casino.
Dear josielrod34,
Can you please confirm you have regained access to your account and the matter is now resolved?
