The player from Germany has faced account closure at Rabona Casino after attempting to verify her account and has three active pending withdrawals. The casino also withholds the player's winnings. We closed the complaint as the issue is related to sports-betting.
Rabona Casino - Player's account was closed due to accusations of bonus abuse.
Amount: €1,365
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
10 months ago
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10 months ago
Translation
Hello dear Casino Guru team,
I hope you can help me with my query.
I have an account verification at Rabona Casino and had already uploaded my account and was missing a requested: " Live picture of my ID and front + back and a selfie.
I did this the next day and then waited for the completed verification (I had three active withdrawals pending)
2x500, 1x365.
On December 30th, 2022, Rabona Casino sent me an email with a ridiculous explanation of some T&Cs. And it really was a handful. Look for yourself.
"Dear Stefanie ****,
We would like to inform you that your account did not pass the verification process and has now been closed without the right to reopen.
7.18 Our bonuses are only
intended for entertainment purposes. Will the bonus or deposit not
used as intended (for recreational betting and gaming), we will
such actions as a breach of the Terms
regard.
7.19 It is strictly forbidden to
engage in any misuse of promotions. This includes,
but is not limited to:
All risk minimization strategies, for example, low risk roulette bets (all bet spread combinations in roulette games that cover 24 or more of the 37 individual squares on the table);
Placing bet amounts over 5 EUR before the
wagering requirements have been met;
The change of games with
little or no contribution towards meeting the wagering requirements at a
Play with a big post after big wins to get the
meet wagering requirements;
The change of one
High risk betting strategy to low risk betting strategy after one
big win to the wagering requirements
fulfill;
Two Level Betting;
delaying a game round in
any game, including the free spins feature and others
Bonus features, at a later date when you do not
Wagering requirements are no longer subject;
other strategies, exploiting
of software, errors or failures or participation in activities,
which we, in our sole and absolute discretion, deem abusive
deem
7.20 If you engage in any abuse, fraud or
engage in any manipulation as part of a promotion, this will be considered
breach of the Terms considered. In such cases and
in addition to any other remedies available to us
we reserve the right to cancel any promotions in which you have participated
to void any resulting winnings
cancel and confiscate and your participation in future
prevent promotions.
If you have additional questions, contact us via support@Rabona.com or via Live Chat .
Best regards
Finance Department Rabona.com "
I am not told what the problem is or why you are not paying out my money.
I have the suspicion that you simply do not want to pay out my money and want to block the account.
And I find that cheeky, especially because I was even asked for a live selfie etc. in the verification process on the site and completed it by me.
As far as I'm concerned, they can also call me via Skype or whatever. Well, I digress a bit and I have to apologize for my above words. Unfortunately, I'm a bit late with the complaint because I've been thinking about hiring a lawyer for a long time.
However, I think that Casino Guru does a very good job with complaints and wanted to describe my case here first.
I hope as mentioned above you can help me and get my money out of my account legitimately.
Thank you and if you have any questions or anything else, you can send me an email to: s****e@proton.me.
Best regards
Stephanie ****
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear steffimu,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and which bonuses have you redeemed in the casino during that time?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Did you achieve 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,
Tomas
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10 months ago
Translation
Hello dear Casino Guru team,
regarding your questions:
- My account with Rabona was created on October 30, 2022.
- At that time I had paid in almost €75 > lost it. I then received the Sport Welcome Bonus 100% (worth €75). I then successfully implemented this bonus as quickly as possible, so that my bonus balance became real money.
- The games I played were sports bets.
- I made the profit with the active bonus. In other words, receive a bonus of €75 and then try to pay out the resulting profit after successful bonus turnover.
Best regards
Stephanie ****
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Thanks for the explanation, steffimu.
Please understand that if your current winnings came from bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation (There are many multiple account strategies used by players focusing on sports betting.)
Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
I'll send you resources on your registered email with websites focused on complaints dealing with sports-betting-related cases.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into issues with any online casino and we will try our best to help.
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