Rabona Casino - Player's unauthorised withdrawal issue.

Good afternoon.

I'm in a very strange situation and it's starting to seem fraudulent to me. Today I had €1700.20 in my casino account. A few hours later, I see that my account is at 0, and after consulting the history I see that a withdrawal was made in that amount (See attached photo). It's very strange because I didn't carry out any withdrawals. In fact, I couldn't even do it as I'm still waiting for withdrawals requested in previous days, having already reached the €500 limit.

All the money won was in the casino.

I've already tried talking to chat, and everyone responds that they will forward the problem to their superiors. I sent an email to support and am awaiting a response.

I know it is still very new and a resolution may be found. However, I find it very strange how it is that in an account that only I have access to, and that only I can withdraw the balance to my bank account, €1700 has "disappeared" from one moment to the next.

I am even worried about the amounts I have already raised in the last few days, of which I have already received notification of success.

I make payments through MBway, I have already made several withdrawals by bank transfer and to date I have never had a problem.

Thanks,

Sergio R*****

Hello sdmr2426,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? What kind of payment method was used to withdraw that balance?

Looking forward to your answer.

Regards,

Nick

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Thank you for the answer.

My account has not yet been verified as I have never been asked to verify until now.

The winnings were initially accumulated in Bonuses, which were transferred to the real balance after the successful roll over. I would also like to say that after finishing the roll over and having the money in real balance, I made a successful withdrawal. I then had a balance of €1700.

I use bank transfer to make withdrawals and to date I have had no problems.

The real problem is that my balance disappeared all at once without me making any withdrawals.

I spoke to chat yesterday (21-04-2024) and was told that they were going to pass the problem on to their superiors but I have not yet received a response. I sent an email to the casino support without getting a response.

Thanks,

Sergio Ribeiro

I have an update on this situation. Today I spoke to online support again as I had not received a response for 2 days, and what they told me via chat was the following:

The amount was withdrawn from my account because I received a bonus that I wasn't supposed to receive. According to the chat, from my initial bonus which was €20 and which I rolled over 50x, I could only win €50.

What sense does this make? Why do they ask for such a high roll over if afterwards I can only supposedly earn €50. So the remaining amount I ended up making in slots is simply for nothing? It's just that the money was transferred to real money and then simply withdrawn. I was basically playing for them to get rich, was that it?

Hello sdmr2426,

So the bonus you used was a no deposit bonus? How much was your balance when you finished the wagering requirement? Was the balance capped when the wagering was finished or at least transferred into real money balance?

If possible, please forward your deposit, bonus and betting history to nikolas.b@casino.guru.

Hello sdmr2426

If after completing the wagering requirements the balance was capped/transferred to real money balance, the bonus conditions should no longer apply (unless you received any kind of notification to request for a withdrawal after finishing the wagering as any further balance will be capped). To clarify the details of what exactly happen, the complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will try to contact the casino.

Wish you best luck resolving it.

Regards,

Nick