The player from Germany had deposited €500 via VISA on Rabona and won €964.35, withdrawing €500 and leaving €400 to withdraw the next day. However, the €400 disappeared from his account, and support claimed it was withheld due to a bonus issue. He contended that his balance was zero before depositing and sought help to retrieve the €400. The issue was resolved after we contacted the casino, and the €400 was reinstated to the player's account.
Rabona Casino - Player’s winnings were confiscated.
Amount: €900
Rabona Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
Rabona Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Good day,
Yesterday around 19:00, I deposited €20 at Rabona and received a €20 bonus for the casino through the Cash Crab feature. At some point, I won €580, which I ultimately lost completely, and in the end, I even canceled the bonus.
At 23:08, I then deposited €50 via VISA (I intended to deposit €500, but I missed a zero), and at 23:09, I deposited an additional €450. At 23:12, I placed a bet of €500, which won me €964.35. Since their daily withdrawal limit is €500, I first withdrew €500 (which is still pending), placed a bet of €60, and left the remaining €400 in my account to withdraw on the next business day. This morning, when I woke up at 9, the €400 had disappeared from my account. I asked the chat how this could happen, and they claimed it was due to the casino bonus they had now withheld. However, this has nothing to do with the €500 I deposited via VISA, especially since my balance was €0.00 before I deposited the €500, meaning no bonus amount was pending. I was kicked out of the chat twice after explaining this. I would definitely like to receive my entitled €400 and request help. Everything is clearly visible in the transaction history.
I have been a customer there for about 2 years and have had no issues so far, and I believe this is a misunderstanding on Rabona's part, which they will hopefully recognize.
Automatic translation:
Public
Public
6 months ago
Dear Amirasani,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Is your casino account accessible to you?
- Have you received any information regarding the pending 500€ payout?
- Could you please share your communication with the casino regarding their decision to confiscate the 400€? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Hello Thomas,
thanks for the reply.
Question 1: Yes, the casino is still accessible, there is no distinction between betting and casino money at Rabona. This means I can use the money to both bet and play casino games.
Question 2: The 500€ were transferred to my account this morning and have arrived.
Question 3: I have attached the screenshots of the chat. I have now sent them an email and am waiting for their response.
Automatic translation:
Public
Public
6 months ago
Are there any bonuses recorded in your bonus history?
Could you please a screenshot of your most recent active bonuses as they appear in your player's account?
Public
Public
6 months ago
Translation
yes, picture no. 1 shows that at 19:02 the 20€ crab bonus was received, which I unlocked at 20:57 because you have to wager it 50x 
Of this, I spent about €20 on the slot, while I then made a €565.10 bet slip because I was told that I had to wager the unlocked bonus once more. 
Since the supposedly safe betting slip did not work out well, I used the cashout function at €190.35 and made a new betting slip at 22:25 with €190.35, which then also did not work, see picture 3 
At the time, I didn't realize that my betting slips were unnecessary, since apparently you could only withdraw a maximum of €100 from the €20 crab bonus according to their new rule in the general terms and conditions. But after this betting slip in picture 3 didn't work, my account balance was at €0 and my bonus credit was completely used up, so the €500 I had deposited was clean by 11:09 p.m. and there was no more bonus money. Either Rabona knows it but is just playing dumb, or they didn't see that I had already made betting slips with the bonus I had unlocked that turned out to be lost. I still haven't received a response to my email to Rabona in a week.
Automatic translation:
Public
Public
5 months ago
Thank you very much, Amirasani, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
5 months ago
Hi Amirasani,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Rabona Casino to the conversation to participate in the resolution of this complaint.
Public
Public
5 months ago
Dear Customer,
Thank you for contacting us.
Our relevant department have reviewed your account and the 400 EUR has been added to your balance.
We sincerely apologize for any inconvenience caused. Thank you for understanding!
Best Regards,
Customer Service
Public
Public
5 months ago
Translation
Great, thank you very much dear team at Casinoguru for your fantastic help, I'm very pleased that we were able to resolve the problem here, this is a great service here.
Many thanks also to Rabona Casino, I had no problems with you for years and was sure that it was just a misunderstanding, the 400€ arrived in my Rabona account.
Best regards from Germany
Amir
Automatic translation:
Public
Public
5 months ago
Thank you Rabona Casino team for your help.
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Amirasani, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,
Peter
