The player from Italy had his account abruptly closed and flagged as a duplicate. The player demanded the return of the €15,300 left on the closed account. The player confirmed that his credit card and ID had been verified and no one else from his household or IP address had created an account at the casino. His winnings had been accumulated without bonuses from sports betting. We had informed him that our forum only dealt with complaints regarding online casinos and not sports betting. Despite this, we had offered to contact the casino on his behalf to gather more information but had to reject the complaint due to the nature of the issue.
Rabona Casino - Player’s account has been flagged as duplicate.
Amount: €15,300
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
Other
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Good day,
I had my account opened around August 20th and started playing without any issues until today, November 2nd, when my account was abruptly closed.
Let's go back a few days to when I had a winning streak and began to make withdrawals.
The first two withdrawals went fine, but on the third one, they started asking for verification of the four credit cards I had used, along with my identification document.
The verification passed (it was stated as verified for each card and a green checkmark appeared next to the confirmation), yet despite this, my account was shut down claiming it was a duplicate account.
My name and phone number were registered only once. I cannot accept that my account gets closed without having the funds that were on it (€15,300 returned to me).
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6 months ago
Dear martinomarangon1967,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have all four of your credit cards been successfully verified? Do I understand correctly that all your other identity documents have been verified?
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?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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6 months ago
Translation
Yes, as I showed you in a photo, your credit card and ID have been successfully verified.
No one in my family or who uses my IP address has opened an account at this casino.
All winnings are completely without bonuses, in fact I also have screenshots that say €15,300 real balance, that is, it was all that could be withdrawn.
However, if you are not able to help me, I will hire a lawyer because the amount is truly considerable.
Thank you
Greetings
Edited
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6 months ago
Kindly specify what types of games you played. Was it slots, live casino games, or sports betting?
Could you please forward the email saying your account was blocked to veronika.l@casino.guru?
Sensitive attachment
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6 months ago
Translation
Good morning,
I only did sports betting.
No email was sent to me. I was informed of the account blocking directly in the site's chat. I attach the screenshots.
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6 months ago
Thank you for the update.
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards,
Veronika
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