The player from Italy is having difficulties with the gameplay.
Rabona Casino - Player’s experiencing some technical difficulties.
Amount: €200
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
Unjustified complaint
REJECTED
Case summary
1 month ago
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Public
3 years ago
Translation
On 1/15/21 I made 7 8 9 of clubs on the free bet black Jack having bet 4/5 euros on each side bet. The corresponding box does not come on and therefore I "believe" that I have not been paid. My "creed" has become certainty in checking the history of plays.
I think they are all there, too bad that the straight flush is missing. I could not go wrong with the verification because there are about 30 games from 18.30 to 19.30.
Finally: I started playing on RABONA at 4.00 on 15/01 (with 50 euros) to test the site.
When asked to withdraw € 250 on a credit balance of 420, I am told in English that it is not possible.
Not bad, we'll see later.
Then, the icing on the cake of the winning bet is gone!
I wrote to customer support for explanations because, maybe, it could be a technical problem.
We will see if, and what they will answer me.
Greetings.
Automatic translation:
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3 years ago
Dear RAFFAELE,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I apologize, but I am not sure I understand correctly what the issue is here. Could you please describe your problem in more detail? Do you believe that your winnings haven’t been credited? Have you accumulated your winning with bonus play?
Also, have you received any reply from the casino? Please, forward any relevant communication to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
I didn't get any response.
The problem is this:
Playing black Jack I made a winning score on a side bet. The box indicating the win was not lit (in this case it was a straight flush 7 8 9 of clubs)
and so I guess I haven't been paid.
When in doubt I went to check the history of the games from around 18.30 to 19.20.
The one I'm talking about isn't there.
I asked the casino for an explanation, but so far I have not received an answer.
There are clearly two cases:
- Technical problem? Check and pay
- Deletion of the bet on purpose? Then it's a scam and / or theft !!
However, if they don't show up any time soon, forget about closing the case as unsolved.
To me they would qualify as "chicken thieves".
In case of no explanation, I will immediately close the game account.
I only charged 50 euros to test them.
Result: on the 1st day problems with withdrawing and playing that disappear.
There is nothing more to add.
Thanks for your interest and to hear from us.
Automatic translation:
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3 years ago
Thank you very much RAFFAELE for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Translation
Just today the casino sent me an email, but I think it's just a joke.
In fact they ask me:
Username (they already know it)
Name of the game, date and time of the bet in question (I had already communicated this to him).
Amount of the stake (also already communicated).
Since they wrote me that this news was essential to open the case, I replied to the email repeating exactly what I had already communicated.
We'll see what happens.
To resent.
Automatic translation:
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3 years ago
Hello RAFFAELE.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
Dear CasinoGuru,
We have fully reviewed the case of the player and his game session.
We would like to notify all parties involved that there are no missing winnings and all bets have been settled accordingly.
Kind regards,
Rabona Administration
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3 years ago
Translation
How did you want to prove!
The bet that has disappeared from my history remains a mystery.
Either I am a visionary, or they are chicken thieves !!!
I HAVE NEVER HAD HALLUCINATIONS and therefore ...
Thanks for your concern, I will immediately close my account with rabona (correct, lowercase letter).
To resent.
Automatic translation:
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3 years ago
Dear Raffaele.
I am very sorry but if you cannot prove us your statements, we cannot proceed with further investigation and we are forced to close the case as 'rejected'.
Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it although I believe the outcome would be the same. Let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
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