The player from Germany has tried to redeem advertised bonus without being successful. We rejected this complaint as it was sports betting related.
Rabona Casino - Player’s criticizing false advertisement of bonus.
Amount: €200
Rabona Casino
Safety Index:HighSafety Index
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8.0
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Granting of the new customer bonus earned was refused without giving reasons with reference to the terms and conditions that this is possible. Attention! Never sit here !!!
Automatic translation:
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3 years ago
Dear Barbara,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you specify which exact bonus you tried to redeem? Have you received a promotional offer from the casino directly, or from a third party website? What was the exact reason why a promotional offer couldn’t have been applied to your account?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Dear Petronela,
I have claimed the new customer bonus, which is prominently advertised on the Rabona.com website (see attached screenshot). I had read about the bonus somewhere on the Internet and then wanted to take it at Rabona.com. To do this, one must first deposit € 200 under the conditions mentioned there and bet with this money. Then the bonus (100%) should then be activated, which did not happen. When I complained to the support, I was informed that Rabona had the right, according to their terms and conditions, not to grant the bonus and unfortunately - despite my request - they couldn't tell me more.
With best regards
Barbara
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3 years ago
Thank you, Barbara, for your reply. Could you please advise what happened to your deposited funds? Have you played them or requested a refund straightaway?
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3 years ago
Translation
I made a sports bet with the € 200 deposited and lost the bet. Then I would have been entitled to the € 200 bonus. I did not ask for a refund. I just wanted the bonus that I was entitled to.
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3 years ago
After a closer investigation, I’ve found out, that this complaint is related to sports betting.
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 a 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. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.
Thank you very much for your understanding.
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3 years ago
Thank you very much, Barbara, for your email. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.
I’m truly sorry we couldn’t facilitate resolving this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.
I contacted the casino requesting more information and will continue our communication via emails.
