The player from Italy had deposited using cards not in his name without encountering verification issues. After winning 18,000 euros and attempting to withdraw, the casino closed his account and requested proof of card ownership. He sought either a withdrawal or a refund of his deposits. We found that the player had breached the casino's terms by using third-party payment methods, making it difficult to assist further. The complaint was rejected due to the violation of these rules.
Rabona Casino - Player’s account has been closed due to verification issues.
Amount: €18,000
Rabona Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 weeks ago
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2 months ago
Translation
Hello, I registered at Rabona in early June.
I used a card that wasn't in my name to deposit approximately 1400 euros. Tired of playing in the casino, I decided to withdraw the sum of 15€ to the same card I used for the deposit. The withdrawal went through successfully without the casino asking me for proof of card ownership or my personal documents. They processed the withdrawal to the card not registered to me without any issue.
After a few weeks, I decided to make more deposits. Since I didn't have any cards in my name, I borrowed one from a friend.
Deposit after deposit, I reached around 15/16 thousand euros, obviously trying to recover the lost amounts. Then, I won 18 thousand euros in the casino.
At that point, I stopped and requested the withdrawal. They told me they could process a maximum of 1000 euros per day. I began to withdraw, but the withdrawals were rejected as they asked for proof of card ownership, which, of course, I don't have since the card isn't in my name. I tried to withdraw for about 3/4 days, and each day the withdrawals were rejected until they finally closed my account.
I tried emailing support, but I get a response every 3 days without any solution.
They say on live chat that they cannot process a withdrawal to a card not in my name, but I have proof that they processed a 15-euro withdrawal to a card not in my name without asking for proof of card ownership.
I would like to agree with them despite the inconsistency. How can 15 euros be withdrawn to a card not in my name but not 18 thousand euros?
I am willing to accept their decision, but I request at least that all the deposits I made on the site be returned to me; otherwise, this seems like fraud. I deposited day after day to try and recover my losses, and just when I succeeded, they closed the account with the winnings. I am asking for your help.
Automatic translation:
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2 months ago
Dear Lucamag3,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions of the casino, and this is what I found https://www.wunderino.com/en/about/terms/#3-deposits-and-wagers:
4.1. Aprendo un account sul nostro sito web e utilizzando il nostro sito web, l'utente dichiara:
la carta di credito/debito o qualsiasi altro metodo di pagamento che il cliente utilizza per ricaricare il saldo del proprio conto appartiene al cliente, non è stata rubata e non è stata persa da un'altra persona. La Società si riserva il diritto di chiudere il conto e di annullare qualsiasi vincita in caso di ragionevole sospetto di violazione della presente garanzia da parte dell'utente.
Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. Your acquaintances might wish to ask the casino for a return of the deposited funds, which is not a guarantee and not an issue we assist with.
Thank you very much in advance for your reply and understanding.
Best regards,
Tomas
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2 months ago
Translation
Hi Tommaso, thanks for the prompt response. Can you give me at least a small indication on how to get the money back from the owner?
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1 month ago
Thanks for your patience.
Unfortunately in this situation, we are powerless to compel the casino to return money to the third party. Our recommendation would be to explain the situation and provide verification documents to the casino. The owner of the money can contact the casino and request a refund of the money that was deposited, however, that is not an issue we assist with. Depositing someone else's funds in the casino is universally prohibited regardless of the consent of the third party and will cause you issues in any online casino. It's one of the rules you should never break.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
