Rabona Casino - Player's account was closed.

I requested to withdraw on Rabona Casino yesterday and today I've seen that my account has been closed with no prior communication and no reason given as to why, they haven't contacted me in any way either. I wasn't even given an opportunity to verify my account after my withdrawal they just closed my account.

Dear jvvck300,

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 have a better picture of the situation.

Could you please explain how did you learn your account was blocked? Did you receive any feedback about your ongoing withdrawal request? Have you tried contacting the casino live chat? Did they offer any explanation of the situation?

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,

Tomas

Hi Tomas

i tried to login to check status of withdrawal and was met with "account has been closed"when doing so

no feedback receive regarding the withdrawal and live chat just told me that my account being closed was a decision from the administration team and couldn’t give me more information

Thanks

Could you please explain how long were you a player in the casino? What games did you play in order to achieve your win? (slots, live games, multiplayer) Did you win with help of a casino promotion or a bonus?

Played slots, played for a few days, in process of trying to withdraw in emails with support although they are making it very difficult. I don’t believe the deposit I made the money from was from a bonus but even if it was wagering was complete

Thank you very much, jvvck300, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi jvvck300,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Rabona Casino to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's account has been blocked?

Looking forward to hearing from you!

Best regards,

Tomas

Dear all,

Thank you for reaching out.

We would like to inform you that the account of the customer has been closed for a check on 15.03.2023, and it was reopened on 16.03.2023 to allow the customer to submit the documents for verification.

The account was verified on 24.03.2023, but the customer requested account closure on the same day, which we obliged to.

Best regards,

Rabona.com

Thank you, Rabona Casino, for clarifying the situation.

Dear jvvck300,

Could you please confirm if this is correct? Have you indeed requested account closure on 24.03.2023?

Kind regards,

Tomas

Dear jvvck300,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas