The player from Portugal had reported an unexpected decrease in their casino account balance from €1700.20 to 0, due to a withdrawal that they claimed not to have made. The player had used a 'Bonus Crab' and after fulfilling the wagering requirements, they had been able to withdraw €500, leaving a balance of €1700. However, the remaining balance was deducted by the casino. The casino had explained that due to a technical error, the player had been able to withdraw more than the maximum limit of €100 set for the bonus. Therefore, the casino had deducted the excess amount from the player's balance. After reviewing the case, we had concluded that the casino had acted in accordance with their rules and the deduction was justified. The player had confirmed that they understood the situation and had no further issues. We had therefore marked the complaint as 'resolved'.
Rabona Casino - Player's unauthorised withdrawal issue.
Amount: €500
Rabona Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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.
Good afternoon
The bonus used was a "Bonus Crab" obtained after loading the account. From that bonus I got €20 with a 50x roll over and it was from there that I got the amounts. I can't specify the amount I had when I finished the Roll over but it would be around €2400 (See image below). From then on, the money became real, I played a little more and even withdrew €500, leaving me with €1,700 that was deducted from my account the following day.
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
Hello sdmr2426,
I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Just to confirm, what was the bonus that you weren't supposed to receive and what games have you played?
We would like to invite Rabona Casino to join the conversation.
Dear Rabona Casino,
Can you please provide some information on why were the player's winnings confiscated?
Good morning
The Bonus I received was a "Bonus Crab" where I was awarded a Bonus of €20, which to convert into real money I would have to wager that amount 50x. That's what I did, playing several slots like Sweet Bonanza, Sweet Bonanza I even made a withdrawal of €500 from the amount that was already in my account. Then I played the slot machines a few more times and it was when I had €1700 that the amount was completely taken away from me.
Since the amount has been transferred to real money in my account and has been obtained regularly through luck on slot machines, is it legal for the casino to withdraw any amount that has entered my account? If I obtained these values by playing, what is the authority to withdraw them?
Dear Customer,
Thank you for reaching out to us. We appreciate your communication and want to provide you with a detailed explanation regarding the recent adjustment to your bonus balance.
As outlined in Article 20 of our Bonus Crab t&c:
- They are added in the Bonus Balance and are subject to wagering requirement of x50 times the Bonus amount
- The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR bonus will be 50 EUR.
We understand that you had a 20 EUR bonus, and as per the terms, the maximum credited amount should have been 100 EUR. However, due to a technical, a higher amount was released to your real balance upon completion of the wagering requirements.
To rectify this situation, we have made the following adjustments:
- We deducted the excess amount from your balance, which exceeded the 100 EUR limit.
- In order to compensate for any inconvenience this may have caused, we did not ask you to return the 500 EUR withdrawal that you managed to get from the incorrect bonus release.
Please note that the actions were taken as per our following terms and conditions:
- 6.19 In case of software malfunctions, erroneous financial transactions, etc., the Company has the right to write off incorrectly accrued funds from the customer's accounts, and also undertakes to refund all amounts incorrectly written off or not accrued due to technical problems to customers' accounts during 30 (thirty) days from the time such failure has been detected.
We sincerely apologize for any inconvenience or confusion that may have arisen due to the technical error. Thank you for understanding!
Best Regards,
Customer Service
Thank you for the response, Rabona Casino team.
Dear sdmr2426,
I understand that from a user experience point of view, the situation is not optimal, however, you were able to withdraw much more than you actually were entitled to. If the casino system had functioned correctly, the maximum winnings from the Bonus Crab would have been capped at €100 after completing the bonus wagering.
Given that the casino system allowed a withdrawal of €500, it appears you didn't incur any losses. Instead, you received more than you were supposed to. It's important to carefully read the terms and conditions of every bonus before claiming it to avoid future disappointments. If you disagree with or don't like any terms of a particular bonus, you have the choice not to claim it. Claiming a bonus is entirely up to you.
Although I understand your less-than-ideal user experience after gathering all the information, the casino team acted in accordance with their rules, and the deduction of €1700 was justified.
I believe the situation has been sufficiently clarified. Is there anything else I can assist you with, or can we consider the situation clarified/resolved?
Good afternoon
I have no further matters to discuss, I am clear about what happened.
Thanks for your help and best wishes for good work
Dear sdmr2426,
Thank you for the confirmation.
As the complainant confirmed, we consider this complaint to have been successfully clarified/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
