Rabona Casino - Player's account has been blocked.

Hi, they closed my account after I tried to withdraw 1441 euros won with bets, I have no more money. They blocked my account because they identified me as a duplicate, but that's not the case. I don't know how to do it, please help me I only have that money in my account, indeed I had.

Dear mferrazza18, 

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. 

Do I understand correctly that you are not aware of opening more than one account?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus, please?

Looking forward to hearing from you.

Best regards, 

Kristina

My father maybe, but there have never been any problems, no one has ever told me anything, I'm desperate. Ninth without bonus. I deposited 300 to win 1441.

I also have all the screens of the deposits but above all of the withdrawals, please help me

Thank you for your reply, mferrazza18. Could you please advise if you have both passed the account verification?

Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much mferrazza18 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello mferrazza18,

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,

The player's account was closed due to a duplicate account. Could I ask you please to send supporting evidence of this to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Dear Team,

Thank you for reaching out.

Upon further investigation we discovered that the account was closed due to an error. The account is now reopened and withdrawal of the winnings is pending. The payment will be processed soon.

We apologize for the confusion and we appreciate your cooperation.

Please let us know if any other details are needed.

Sincerely,

Rabona

So can I go back now? And do I find the 1500 euros pending?

Thank you very much, I don't know how I would have done without youiii

Dear Rabona Casino,

Thank you for your response and for the additional information.

Dear mferrazza18,

I am glad that the issue seems to have been resolved. Please confirm when you have received your payment and we will close the complaint.

Kind regards,

Adam

Hello, they just put my money on paper, thank you very much for everything.

Hello mferrazza18,

Thank you for letting us know that you have your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam