The player from Germany used a bonus offer at Rabona Casino, which he later discovered had a 24-hour expiration condition. Without realizing this rule, the player logged in the next day and found his balance at 0.00€. The complaint was reviewed, and it was concluded that the 24-hour expiration condition was clearly stated in the promotional email. The player had approximately 15 hours to complete the wagering requirements after activating the bonus. Therefore, the complaint was rejected as the casino's terms were transparent and communicated in advance.
Rabona Casino - Player's bonus expired unexpectedly.
Amount: €400
Rabona Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Good Day,
I availed a bonus offer at Rabona Casino, which I received via email.
At the end of the email, there were additional bonus conditions which I unfortunately didn't read because I only saw the subject. I also wouldn't expect there to be different bonus conditions for every bonus. If I'm unsure, I verify the general bonus conditions. All was well till then.
I made a deposit and received a 100% bonus. After a few hours of enjoyment, I was able to increase my balance with a bit of luck and logged out as I had to sleep and work the next day. When I logged back in the next day, I was shocked to see my balance was 0.00€.
The Livechat couldn't really help but indicated that my bonus had expired.
I later discovered that there is a condition mentioned at the very bottom of the promotional email:
The bonus must be wagered within 24 hours of receiving the email.
I believe this is clearly a sneaky bonus trap no reputable casino should offer. The bonus is also available for 24 hours after receiving the email.
Imagine availing the bonus, for instance, 23.5 hours after receiving the email. You only have half an hour to wager the deposit+bonus amount x30, which is simply not possible.
This is absolutely unfair and only serves to lure players into this bonus trap and confiscate their balance. Am I wrong?
Perhaps a mistake was made by the promotions team? Unfortunately, I haven't received any response from the Rabona Support.
Thank you for your time in advance.
Best Regards,
Automatic translation:
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5 months ago
Dear mtorero,
Thank you very much for submitting your complaint.
I’m sorry to hear about the problem you encountered with Rabona Casino. To better understand and investigate your issue, could you please provide the following information:
- The date and time when you received the promotional email.
- The date and time when you made your deposit and claimed the bonus.
- The conversation history with the Livechat support, if available.
- Any additional communication you have had with Rabona Casino regarding this issue.
- You may forward any relevant communication to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Translation
First of all, thank you very much for taking the time to hear my complaint 🙏
I received the email for the bonus offer on May 23, 2024 at 1:54 p.m.
I have a very young baby at home and I also have to work, so at the moment I can mostly only play in the evenings.
So I made a deposit on the same day, 05/23/24 at 11:19 p.m. and claimed the bonus. After 2-3 hours of playing time, it was already very late and I went to sleep and wanted to continue playing the next day.
Of course, I didn't know that the bonus expires on May 24th, 2024 at 1:54 p.m.
It may be that everything was right for the casino because their terms and conditions are like that, but a condition like that is simply not okay.
As I said, someone else could have logged in on May 24th, 2024 at 1:40 p.m., seen the bonus, deposited and accepted it. Then they would have had 14 minutes to meet the wagering requirements (€50 deposit + €50 bonus x 35 = €3500 turnover).
How is this possible?
I would be happy to send you the chat transcript as well as the emails that I sent directly to Rabona (Support and Complaints), but unfortunately did not receive a response.
Best regards
Fabian K********
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Hi mtorero,
Do I understand correctly that this is the promotional offer that has been sent to you?
Thank you.
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5 months ago
Translation
Exactly, that's the offer. The conditions are simply very unfair.
You can't demand that you wager the bonus 30x D+B within 24 hours of receiving the email .
Best regards
Automatic translation:
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5 months ago
Hi mtorero,
I understand that having to wager a bonus within 24 hours can be challenging. However, please note that when you received the promotional offer, this condition was clearly communicated. If the rule had been hidden and your bonus was subsequently canceled, it would be a different matter. Since the casino clearly informed players about this rule, we cannot hold them at fault for setting the 24-hour wagering requirement.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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5 months ago
Translation
Of course it is correct, it was in the bonus conditions in the email.
But look at it from a player’s perspective:
-You are logged into the casino and see a popup with the 100% bonus offer.
-You received an email for this offer 23 hours ago, perhaps this email ended up in your spam folder or was not read.
-You make a deposit and accept this offer with a clear conscience and start playing.
-After 1 hour your entire credit will be gone because the bonus turnover period started from the time you received the email.
If the bonus turnover were to apply within 24 hours of accepting the bonus, it would be, as you put it, a very big challenge and an unfair condition, but still somehow justifiable. (Is there another casino group in the world that offers such a short turnover period?)
In this case, however, players do not have 24 hours to wager the bonus because nobody claims the bonus in the same second as the email arrives. It could happen that someone only has 1 minute to wager the bonus if they received the email 23:59 hours earlier, and then after a minute not only the bonus but also their entire deposit is gone!
Do you understand what I mean?
Many players only see the offer on the site and think it is valid for 24 hours to claim. As is the case with most other online casinos.
Do you think that's OK just because it's in the terms and conditions? After all, this casino has a very good rating and players shouldn't have to worry about bonus traps like this being set up there.
Of course, casinos have the right to protect themselves and set their own terms and conditions for bonus offers, but if Rabona Casino, for example, wrote in the email terms and conditions for another offer that the withdrawal is limited to €0, would you also say it's OK because that's what it says in the terms and conditions?
Such methods are simply very dubious and unworthy of a casino with a 9.0 rating.
There should at least be a warning that extremely unfair conditions are being offered here. So far, in the casino forum where I have mentioned it, everyone has agreed that these conditions are an absolute joke and I will continue to report on it, even if you close the case. So that other people do not fall victim, as I unfortunately did.
Best regards
Edited
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5 months ago
Hi mtorero,
Thank you very much once again. After reviewing the exact translation of the promotional offer with my colleague, we agreed that the offer is valid for 24 hours from the time you received the email.
- Could you please forward the original email (not a screenshot) to petronela.k@casino.guru?
- Additionally, could you specify the exact time you resumed playing the next day?
Thank you.
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5 months ago
Translation
Hello,
I don't remember exactly when I logged in again, but it was in the evening and 24 hours must have passed since I received the email.
But I hope you can understand that my point is that this offer period is simply very unfair and not appropriate for a casino with such a good rating.
I have forwarded the email.
Best regards
Automatic translation:
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5 months ago
Hi mtorero,
Just to recap the whole incident:
- 23.5. 1:54pm: Promotional email was received.
- 23.5. 11:19pm: Deposit to activate the bonus was made.
- 24.5. 1:54pm: Bonus expired.
- 24.5. In the evening, you logged back into your casino account.
The rule about the expiration of the bonus was clearly stated in the promotional email, informing all players in advance. You had the option to accept or decline the offer. You made the deposit to activate the offer approximately 9 hours after receiving the email, leaving you with about 15 hours to complete the wagering requirements.
I understand your concern that if a player activates the bonus only a few hours before the expiration, it may seem challenging to complete the wagering requirements. However, the rule is clearly stated in the offer, and it is up to the player to decide whether to accept it or pass.
In this specific case, you had enough time to complete the wagering. Please understand that we do not act upon hypothetical scenarios, such as a player activating a bonus just a few minutes before expiration. That is not the situation here, and we haven't received any such complaints.
Thank you for your understanding.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint.
