The player from Greece had an issue with account closure at Rabona Casino. After he had created a new account and earned €1,860, it was closed due to being identified as a duplicate account. Despite his explanation that only one account was active, the casino had refused to release the winnings. The player maintained that he had closed his first account due to dissatisfaction with the casino and not because of gambling issues. His second account was created with the same personal details but a different email and phone number. The casino contended that the creation of a second account violated their terms and conditions, particularly since the first account had been closed due to responsible gambling issues. After we had reviewed the evidence provided by the casino, we concluded that the player was not entitled to receive his winnings, and the case was closed.
Rabona Casino - Player's new account was closed and winnings were confiscated.
Amount: €1,850
Rabona Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Good evening. I had an account at Rabona and due to a miscommunication in the chat, my account was closed. I didn't have any funds in the account at the time, but I lost €1,250 that day, two days ago. Following this, I created a new account with a different email and phone number. I made a deposit which was accepted normally, and I managed to reach a balance of €1,860. However, they then closed my account citing it as a duplicate. I explained to them that a duplicate is considered when you have two active accounts; I only had one active since they closed the previous one. As a result, they're refusing to give me my earnings. I am very disappointed. I don't know what to do next. I've lost many thousands of euros, but not being able to take my winnings is a travesty.
Dear Thomas3333,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Rabona Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify why your first account was closed? Ideally, send me the chat transcript to veronika.l@casino.guru. Alternatively, you may post screenshots here.
Could you kindly explain why you created a new account and didn't ask customer support to re-open your first account instead?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Good morning.. I closed the first account because in the chat I made a mistake in the chat and wrote this block, then since this account was closed, I opened a new one with a different email and phone number.. they accepted me normally as well as my deposit.. but now that I won they closed my account, and they don't want to give my money back..
Did you request your first account to be closed due to gambling problems?
Yes this ban but I didn't want to write this otherwise I wouldn't open another account if I had problem gambling ban I wanted to write because I am unhappy with the company..
I can't understand why they let me deposit since they say I had a duplicate account? And they let me play for a whole day? And I even made a withdrawal request and it was open one day if I didn't win they would normally let me lose my money.. it's total theft from me because I've given them thousands of euros, and they stole my money... it's not fair at all this..
I needed this money that I won and I am very upset with the entire behavior of the casino as I explained to you above. I still hope you can do something because it is unfair.. thank you very much.m
When you registered for the second time, did you provide accurate personal information, including your name, surname, date of birth, and address as in the first account? Were only your email address and phone number different?
exactly as you say.. when I did my second registration I provided all my information exactly as it is, full name, date of birth, and the address I live in, the only thing I changed in the account is the email address and phone number, that's all these are different..
it's unfair what I'm going through honestly I don't know what to say I'm very upset thank you very much for your interest I hope you can help me resolve the matter.. they told me they will credit me for everything I sent you the screenshots too .. the only things I changed as you asked me was the email and phone number.. everything else was as in the first account, they accepted me normally and my deposit and withdrawal I made but it didn't go through.. if I keep losing I will did they close the account? No, I answer you, I have given them thousands of euros and this is their behavior.
And because of a gambling problem should I say they let me make a new account and play?? Normally I should get double compensation.. thank you for your interest I await your reply..
Before we proceed with your case, could you please specify if your first account was fully verified?
Could you also please specify when exactly was your first account closed and when exactly you opened the second account? When was your second account closed?
I was never asked to verify my first account or my second one, I was going to verify and it said - your account does not require verification at this time so I kept playing.. now my first account was closed on the 16th and 17th of February , and the second account was made on 18/2 if I remember correctly and closed the next day on 19/02 where I won the money, they are illegal in everything they did, I need to get my money and be punished by the relevant licensing authority. .is there any hope of getting my money??
As you see what I have sent you is everything as you ask me.. in everything I am right as a customer, and the company has been illegal in my whole case. My question is is there any chance I can be vindicated and get my money back? Is the whole process unfair by submitting my complaint? Thank you in advance..
I have never played with a second account as I have sent you the photos and all the details.. my first account was closed and I opened a second account, they accepted my deposit normally, then I won and they closed my account wrongly.. and even with the same details without wanting to cheat the casino.. and if they claim I was banned due to gambling addiction then why didn't they immediately ban me when I made the account and let me play for 2 days? And as soon as I won and withdrew my money did they close him? Whatever they say they are illegal and I want all my winnings back, and if the casino can be punished too I am very upset with the whole case, I have left them thousands of euros, and what they did is a shame for a big casino.. when the first account was closed, after a day the second account was opened, with the same details, all legal and honest.. I demand that the process of my case proceed and that I be vindicated, inform them at the casino that it is not only possible for them to have profits, and to cheat their players.. thank you Casino Guru for your support..
The account with the successful withdrawal that I never received was on 19/02 in the morning for the second account in the first photo And it closed at 14:00 noon the same day. And the second photo is as soon as the first account was closed on the same day, I am correcting the attachment with the photos, because it is for the second account, I apologize.
Thank you very much, Thomas3333, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Thomas3333,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Thank you very much and I hope everything goes well and you help me! because it is completely illegal.. all that he did and I wish you to get in touch and according to all the information I sent you and I challenge, and the casino to open the whole conversation if he wants, I am honest in all the information I gave.. thank you in advance and I hope I am justified..
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear all,
Thank you for reaching out!
We have analyzed the situation from our end and would like to inform you of our conclusions.
The customer requested the account closure on 16.02, providing the Responsible Gambling issues as the main reason for account closure.
As a result, the account was immediately closed and the customer's email has been blocked from creating any new accounts.
On 18.02 the customer created another account on the website, which we consider a violation of the point 3.2 of our Terms and Conditions:
3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:
- each action performed using a Duplicate Account is considered void;
- any promotions that the Duplicate Account has participated in will be cancelled;
- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
- the Duplicate Account will be closed without an option to reopen it.
Given that the customer's first account was closed due to Responsible gambling, the reopening of the original account is not possible, in accordance with our Responsible Gambling policies.
Nonetheless, the deposits on the account, closed as duplicate have been refunded.
We hope this helps clarify the case for you.
Sincerely,
Rabona Administration
in everything he says the casino is lying and he needs to see it more clearly, I have emphasized it again and again I never made a duplicate account and as you say only one name is allowed and that's what I did, you also say that opening an account for a gambling issue you close it from straight. My question is: why did you let me play for a whole day without closing my account? which was legit because it wasn't even a duplicate and I even had my real details.. so since you say opening an account with a gambling problem you close it immediately without warning.. you didn't do that! And I have another question: if I lost, would it be the same to close my account? No, I answer you in the affirmative. So I summarize that with all the information I have sent to the Guru casino team, I believe and ask to be vindicated and compensated with the money you have illegally kept from me, and I wish that the casino in question be punished..
Dear Rabona Casino team,
Thank you for your cooperation. I have a few questions to better understand the case. Were you fully aware of the player's gambling issue? Could you clarify if the player simply used a different email address while keeping all other information the same? Do you have additional measures in place to prevent addicted players from re-registering using just a different email address?
Dear Jozef,
The customer used a different email address to create a new account and circumvent the previous block. In addition, the customer used a different IP address, and the field for the First Name was filled in differently during registration. We can conclude that all of the above was done deliberately to avoid the blocking of the new account. However, the fact remains, that creating a new account was a direct violation of the Terms and Conditions, namely the article 3.2, mentioned in the previous reply, as well as the article 4.1:
4.1 By opening an account on our Website and by using our Website you warrant that:
<...>
-you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;
-all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;
<...>
We hope this helps clarify the situation.
Best regards,
Rabona Administration
Dear Rabona Casino team,
thank you for your reply. May I kindly request that you send evidence to support your claims to my email address?
Dear Jozef,
We have sent you an email.
Looking forward to your reply.
Best regards,
Rabona Administration
Dear Thomas3333,
I can confirm that the casino has provided me with evidence to support their claims. I am very sorry about the situation, but I believe you are not entitled to receive your winnings. Since your account was initially closed due to a gambling problem, you should neither win nor lose in the casino. So even if you managed to create a duplicate account with the same personal information, you are only eligible to receive a refund of your deposits. Based on the evidence provided, there are indications that you tried to bypass the casino's protection, so it is commendable on the casino's part that they refunded at least the deposits for this duplicate.
Concluding the information above, I am forced to reject your case. You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
