Rabona Casino - Player’s trying to verify her account.

Dear Silvia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to point out that most casinos don’t accept deposits from 3rd parties. I checked the casino’s T&Cs (https://rabona.com/en/rules) and I found this:

"9.1.2 engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;"

Please understand, that by depositing using a payment method that doesn’t belong to you have breached one of the main rules, so I am not sure we can help here.

Have you provided all the required documents?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Silvia for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I would like to point out, that there is a chance this won't be successfully resolved due to breaching the T&Cs, but we will try.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Hello Silvia.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Dioporc.

Please, could you confirm the casino statement?

Adesso che il mio conto è pari a 0€ mi hanno verificato il conto che presa in giro prenderò provvedimenti a riguardo !!!! I miei documenti sono reali loro sono la TRUFFA

Hello Dioporc.

Please, be aware that using someone else card is strictly forbidden in most of the casinos. The verification process may be longer but if you lose the amount it is no fault of the casino. Have you lost the amount?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.