Rabona Casino - Player's account has been closed after the withdrawal request.

Hi,

Rabona decided to close my account today. Why ? Because they didn't want to send me the money i earned fair and square. Honestly, i'm 35yo and in my whole life i've never seen a scam like this. They have an international license but they act like thiefs in the street. Anyway, let me explain first :

I asked for two withdrawals as you can see in the screen ( 500€ then 496€ ), it was probably "too much for them" so they decided to ask me for some documents. Identity proof, debit card proof, address proof, i sent immediatly everything and they were all approved. Then, the asked an additional document, my bank transactions from the card i used to top up my revolut account ! I sent them that PDF immediatly as well, and there's absolutely nothing wrong with that file as all my transactions are daily life expenses, bills, rent, and many deposits to revolut. Still, it seems that they decided to close my account, certainly just 'cause they refuse to pay the money i earned as everything was 100% clean.

Should i call a lawyer now ? Let me know please what should i do, 'cause what i hate the most is the injustice, so i will never let Rabona act like thiefs and get away with that.

Best regards,

Luca

( I also took some screenshots of every step 'cause i somehow understood that they were preparing a scam, so here's a proof that everything was approved just in case they dare to lie and say that it wasn't )

Dear LUCSCOTT,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has the bank statement you sent to the casino been accepted as well?

Have you received any explanation as to why your account was closed?

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

the bank statement i sent was the last thing i did before noticing that the account is closed, i guess that it wasn't approved ( but even if for obvious reasons i can't show my bank transactions here, they're honestly totally normal, nothing different from any random 35yo guy ) but i can't be sure as when i contacted the support ( livechat ) they just told me that my account is closed "it's their decision, not negociable" without giving any details about how and why.

They didn't answer to my email yet, i'll let you know if they decide to give a real answer other than "we closed the account 'cause we can do whatever we want, goodbye".

Just to be clear, i know that they can close an account if they want to, what i think shouldn't be possible is closing an account full of money ! I didn't mention it but there's even worse, i played only casino recently but my account is old and i used to bet a lot on football, so i have many pending bets worth 2200€ ! Almost winning bets as by the end of november ends the euro 2024 qualifications, and my pending bets are all almost won, like England top 2 in their group, France top 2 in their group, Portugal to win their group... by the end of november i'm supposed to receive 2200€ from the long term football bets i have. They probably know that and refuse to pay me, it's certainly why they decided to close my account and run away with 2200€ + the pending withdrawals.

Thanks very much for your help anyway ! Have a good day 🙂

So i received an email "Account closure" :

"Dear Luca,

Thank you for contacting our customer support team.

We would like to inform you that your account will be closed as per terms & conditions 3.9.

Remaining balance will be paid out to your skrill wallet in the nearest time.

If you have any additional questions, please, do not hesitate to contact us via email support@rabona.com or via live chat.

Best Wishes,

customer service"

Sounds like a joke as i don't even have a skrill wallet... and they don't mention of course that my balance is worth much more what's in there currently ( 2200€ still pending and that were supposed to be added to my balance the 21th november ). BTW "we reserve the right to refuse the creation of an account or terminate an existing account without notice or explanation."That's the 3.9 they're talking about. So basically it means that they closed the account 'cause they decided to without any other reason as expected, but the very obvious reason is that they're trying to steal my earnings otherwise they would have closed it on November not today, my account is old ( created in October 2022 ).

Update :

It seems that Rabona aknowledged that my documents were good, they sent today one of my two withdrawals.

[link set as private by Casino.Guru as it contains sensitive information]

[link set as private by Casino.Guru as it contains sensitive information]

But still no answer to my email where i said that my current balance isn't just my two withdrawals... i've much more as unsettled bets and that they can close the account without a specific reason only if they cancel the unsettled bets and send me all my remaining balance.

Have you received any of the requested withdrawals? Could you please specify what was your entire active balance in your account?

Also, please forward any relevant communication between you and the casino regarding your account closure to veronika.l@casino.guru. Thank you.

Hi Veronika,

I received the withdrawals, and i don't know yet if they will keep their promise but they said that they will monitor my unsettled bets and pay them out if they win in the next few months. I consider that as long as they pay out my winnings, they have the right to close my account without a specific reason, if they hate winners but respect their promise it's fair enough.

Thanks for your help, the case can be considered as solved ( for now )

Dear LUCSCOTT,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru