Rabona Casino - Player’s winnings withdrawal has been cancelled.

Good afternoon.

A few days ago, I was given a loyalty bonus after making hefty deposits. I wagered and freed up the 60,000 clp bonus.

I requested a withdrawal of 300,000 which was the maximum possible amount. According to the terms and conditions, you can only withdraw x5 of the granted bonus.

The remaining money was obviously taken out from my account, as it could not be withdrawn.

A few days later, I see that my withdrawal has been cancelled. When asked for help, I only received nonsensical responses, stating issues such as incorrect amount etc.

I'm still without help and the money is still in my account.

I urgently need the money as I won it fair and square.

Dear benja98uc98,

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. 

• Have you requested a withdrawal multiple times?
• Each time you requested a payout, your withdrawal was canceled?
• Could you please share a screenshot of the response you received from the casino?

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

They must translate, since the transcript was sent in English since they use an automatic translator in the chat.

In a few words he told me that at the end of the wager the system gave me all the money, not just the 300,000 of the x5 of 60,000 that was the bonus.

And yes, they gave me around 700,000 clp but since I did read the terms and conditions, I requested a withdrawal only for 300,000 since it is the maximum I could withdraw, the next day they actually deducted the remainder from my account.

That's all I can contribute at the moment, if you have any questions, ask me,

These are the new answers, now they say that it was just an error on the page, that everything Brian said is not correct xd,

They really don't want to pay and now, they have no idea why they canceled the withdrawal, they are stealing from my face, please I ask you to help me, I urgently need this money, I was counting on it too much.

this was the last thing for today

They didn't respond to me anymore, they don't respond to emails, live chat doesn't take care, they say I should send an email, nothing at all, total scam. I closed my account and that's it.

If we can get them to pay me well, if not it's already here, I hope people don't play there, advice.

WHAT HAPPENS WITH MY CASE? 🙁

Thank you very much, benja98uc98, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello benja98uc98,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and the whole situation is indeed a bit weird. A more detailed explanation from the casino team will definitely help to grasp what really happened. I will contact the casino to shed more light on this matter.

Dear Rabona Casino,

Can you please provide more information on why the player supposedly received an incorrect bonus winnings amount? The bonus was 60,000, and 60,000 multiplied by 5 is 300,000, so if the initial bonus amount of 60,000 was correct, the 300,000 winnings are the correct amount. Can you please explain the reasons why the player can't withdraw these wins?

That happened, and then the next day they removed almost the entire balance, and young Brian, as seen in the chat, said that the profits were no longer useful and that they could not be withdrawn.

Of the 400.xxz that they removed, I want you to send me my 300,000

I don't intend to open that account again or play there.

In the end there was money left for fun that could not be withdrawn

My real profit was taken away the next day.

I also know that they are not going to pay me anymore.

I just want them to send the 300,000 to my bank and that's it.

In fact, I already closed the account because they never responded to any email.

I'm not going to worry about it anymore.

Dear customer,

Thank you for reaching out.

We have conducted an investigation and we saw that several withdrawal attempts have been declined by your payment provider, and immediately returned to your gaming balance, after which they have been fully played down by you. We highly encourage our customers to reach out to us before the balance they want to withdraw is played down, in order for us to be able to conduct the investigation and provide assistance.

Sincerely,

Rabona Administration

It is false, I tried with 3 different banks and the withdrawals were canceled by Rabona.

Do you realize that they don't even read the chat transcript?

Brian, your live agent, said that balance was for fun that it could never be withdrawn, because there was an error on YOUR part.

THE ONLY ONE WHO TOLD THE TRUTH IS HIM, IN FACT HE TOLD ME THAT I SPENT IT ONLY THAT IT CANNOT BE WITHDRAWN SINCE MY WIN WAS ELIMINATED BY YOU BECAUSE THERE WAS A TECHNICAL ERROR ON YOUR OWN.

LOOK AT THE TRANSCRIPT THEN TALK.

IT WAS NOT REJECTED BY MY BANK, YOU LIARS.

What a way to blatantly lie, at least take the time to read what YOUR workers told me, what happened to all the emails to resolve the issue that they did not respond to? What happened to what Brian told me to spend that balance that was for fun, that my money had been cancelled.

You say I should contact you? I contacted them more than 10 times at least and always the same thing.

Liars manga.

Replace my money that I earned legitimately or return all my January deposits, minimum.

scoundrels

At least casino guru if you took the time to read everything, I hope for help.

Thank you.

Dear benja98uc98,

I acknowledge the disparity in information received from live chat agents Brian and later Thomas. Upon reviewing the screenshots, it's evident that Thomas communicated the cancellation of payments due to a supplier error and suggested exploring alternative payment methods. Have you attempted using a different payment method, apart from a bank transfer? Is the casino team correct in stating that you have played down the whole balance before this issue could be resolved?

Dear Rabona Casino,

Can you please clarify what caused the error as mentioned by livechat agent Brian on 25.01.2024

(10:32:09)Brian

The amount released was your total bonus winning which was incorrect. The released amoutn should be x5 of bonus win. But your total bonus was released due to technical error hence the withdrawal is cancelled.

The player has wagered the bonus and accumulated the winnings beyond the 300,000CLP. The winnings the player wanted to withdraw were in accordance with the maximum withdrawal amount, so why should the player wager the bonus again? Another thing, I understand that not all payment methods are available all the time in all countries, and sometimes unexpected payment provider errors can occur. However, there has to be at least one reliable option offered to the players. Why was the player not guided by the live chat support on what specific method the player should try, as obviously there was an error with bank transfers on the provider side?

Since Brian said he wouldn't be able to withdraw the money, I simply spent it and closed the account (money that would never be able to be withdrawn since Brian reported that there was a technical error)(the money I actually earned was taken from me) account without consulting or solving anything)

I tried more than 3 cards and RABONA canceled the withdrawals (same cards I used to deposit XD) I play in several casinos and I have never had a problem.

REPLACE MY MONEY THAT WAS TAKEN BY YOU AND THAT'S IT.

If a casino support tells you that, I will clearly listen to him, in fact I am grateful that he was the only one who told the truth.

In fact, Brian said that the amount was taken out of the account since there was a technical error.

Therefore, Rabona must put back my profits that were withdrawn by them and that's it.

If they have disparities between them, they must solve them among themselves, but I am a customer who deposits at that casino and I am not being given a solution.

Oh, something else is missing, when Brian told me to play just because the balance could not be withdrawn, I continued playing for fun and actually won more, I tried to withdraw as well and again they told me that I COULD NOT WITHDRAW MY MONEY AND TO SEND AN EMAIL BECAUSE THEY COULD NOT FIX ANYTHING, they continued canceling withdrawals and then I spent for fun and already closed the account.

MY REAL WIN WAS TAKEN FROM MY HANDS THE NEXT DAY.

THANK YOU CASINO GURU FOR HELPING, I LOOK FORWARD TO THE SOLUTION.

**We strongly encourage our customers to contact us before the balance they wish to withdraw is reduced, so we can do the research and provide assistance.***

There are the 5 emails sent and never answered.

Dear Michal,

In the same conversation our agent Brian mentioned, that "if an incorrect amount is released, it is canceled on the withdrawal stage".

We see that indeed, due to a human error, the customer was told in chat to wager the balance, for which we apologize. Despite that, the customer was also instructed the same day to attempt to withdraw through a different payment method, however, we see no attempts to withdraw using a different payment system. All the attempts have been done using the payment system that proved to be unsuccessful.

Additionally, in regards to the customer's request to return the funds, we are, unfortunately, unable to fulfill it, according to the following point of the website's Terms and conditions:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Sincerely,

Rabona Administration

Lying again, check the last double withdrawals of 200,000 when you try to withdraw with the Banco Estado account, lying again. The last time I tried to withdraw I put, Banco Falabella and Banco Estado.

Well, give me the balance of the bonus that I won, IF A PERSON WHO WORKS THERE TELLS ME THAT I CANNOT WITHDRAW, THAT THE BALANCE IS WRONG, I WILL CLEARLY LISTEN TO THEM AND TRY TO FIND SOLUTIONS.

You lied to me, you made me continue playing, you deliberately took me out of the balance, what was really legitimately earned.

They are not responsible for anything, it was not a normal mistake, it was something serious that involved money.

It's as simple as replacing those 400.xxx that they deliberately removed with my 300,000 and paying it to me.

Here it's not that I spent the entire balance of everything, nonono, forgive me but the young man told me to keep playing, a WORKER OF YOU.

THAT THE MONEY ACTUALLY EARNED WAS WITHDRAWN DUE TO A TECHNICAL ERROR.

Stop wiping your hands and giving generalized answers.

Michal I really hope for your help, this is embarrassing. 0 SOLUTIONS 0 FOUNDED RESPONSES, 0 SELF-CRITICISM, FINALLY THE ONE WHO LOSES IS THE CUSTOMER.

EXCELLENT SERVICE.

And I repeat, they lied again.

In my last double attempts, which were two withdrawals of 200,000 to see if any would pass, both were cancelled, one was with the Falabella account and the other with the state bank account.

and previously I tried with the bice too.

Look Mical, I just noticed that they lied all these days then.

"In the same conversation, our agent Brian mentioned that "if the wrong amount is released, it is canceled at the withdrawal stage."

This confirms that I WOULD NOT BE ABLE TO WITHDRAW THEN, DUE TO THEIR MISTAKE.

WHICH WAS NEVER A BANK MISTAKE.

This also makes it clear that they did not pay me because there was an error on their part IN THE RELEASE OF THE BONUS,

So if the mistake was made by the casino, why should I pay the consequences?

Every time they write, they begin to open up.

and finally, if it refers to using skrill or another type of withdrawal, IT IS NOT POSSIBLE IF YOU DO NOT DEPOSIT BEFORE.

I TRIED WITH Skrill AND IT TOLD ME THAT I CAN'T SINCE I HAVE NEVER USED THAT DEPOSIT METHOD.

and since I speak with proof, look.

I was creating a Skrill account on January 25 to be able to withdraw, but clearly the casino wouldn't let me.

6.6.2 No refunds can be made after the deposit in question (or the associated bonus) has been used to place a bet.

About this, ok I understand, then return me the funds DELIBERATELY WITHDRAWN BY YOU FROM MY ACCOUNT DUE TO YOUR TECHNICAL ERROR, THAT WAS NOT BETTED, MORE THAN 400.XXX CHILEAN PESOS.

THAT WAS NOT BET, IT WAS WITHDRAWN BY YOU DUE TO YOUR TECHNICAL ERROR.

This will not have a solution, this casino does not take responsibility for anything, it does not admit errors and on top of that the truth comes out after days of saying other things.

Incredible.

In the same conversation, our agent Brian mentioned that "if the wrong amount is released, it is canceled at the withdrawal stage."

I repeat, an incorrect amount was released that WAS NOT GOING TO BE WITHDRAWN, the money earned was freely withdrawn by them the next day.

They took away my real balance and left me with no possibility of withdrawal, that's what they mean by this.

GIVE ME MY FAIRLY EARNED MONEY.

Dear benja98uc98,

I fully understand your frustration with the whole situation, but please try to respond in one rather longer reply instead of posting 4 separate responses.

I can agree with you that the situation was not handled ideally by the live chat operators, and I understand that you have tried different bank cards or accounts, but this is still the same payment option (bank transfer) that caused an error on the payment processor side, so it wasn't successful. I acknowledge that you are right that usually withdrawals are processed using the same payment method that was used for deposits; however, in cases like yours where the bank transfer was not available, you should have used a completely different payment method. This has been clearly communicated to you by the live chat operator.

I understand that you just wanted to withdraw your winnings, and it looks like the 300,000 CLP should have been paid to you, but as you have not waited for the resolution of your complaint and decided to continue playing and fairly lost the funds, I'm afraid the recreation of the lost funds is not possible. Again, I fully understand your frustration, and I agree with you that the whole situation could have been handled much better by the casino team, but the funds were played over by you. While "compensation" for the inconvenience might be considered in the form of a one-off special offer as a goodwill gesture, reinstating excessive bonus winnings, previously capped according to the bonus rules, or the funds played over are unfortunately not viable options.

Dear Rabona team,

Recognizing that you cater to thousands of customers globally and that your support team strives to provide the best service, it's acknowledged that errors can occur even in the most efficient systems. Given that the player is not responsible for the situation, could you kindly recommend what you believe would constitute a fair proposal to resolve this situation?

I understand mical, I completely understand you.

But I'm not a bad customer, I don't pay to ask for bonuses, I deposit a lot, and once I win and all this happens.

If Brian had not told me that, I would not have continued playing, I only played because he told me that the balance could not be withdrawn, in fact that is why I closed the account.

I hope the casino offers some compensation, because I think it is fair for both of us, maybe we are all wrong but I don't manage the internal one, I am a simple customer who did not receive good attention from the live chat or by email.

Thank you very much and I hope for a quick solution.

Finally I just want to make something clear, when I wagered and received the money, Brian told me that I couldn't withdraw now-

That the balance was discounted because it was incorrect. With this and after several cancellations I spent it because he told me that I assumed it was for fun.

For me, my real profit was the one they discounted, and that was not bet.

I just wanted to clarify it and leave the topic there and wait for a solution from Rabona, maybe we all made mistakes and deserve opportunities.

Greetings.

Dear Michal,

Going forward we will do our best to avoid misunderstandings, such as the one that occurred. We will also strive to provide a better service and support regarding any obstacles in the withdrawal process. Please rest assured that Rabona investigates the technical errors, reported by the customers, directly with the payment providers. In addition, we constantly keep expanding the number of available payment methods to use, in order to provide our clients with more options.

That being said, the customer's account was closed on their request. We value the opinion of our clients, however, given that the account is closed and the deposits have been played down, there is currently nothing more that we can assist with at this point.

Thank you for your understanding.

Sincerely,

Rabona administration

The account is already open rabona casino.

There are no problems.

Dear Michal,

As the customer has indicated, the account has been reopened.

With this we consider the case to be resolved.

Sincerely,

Rabona Administration

Couldn't there be some compensation, or at least a no deposit bonus, repeat the same or something like that?

I was also affected, I think that might be fair.

Greetings.

Dear Rabona team,

Will it be possible to offer the player some kind of bonus in exchange for their inconvenience in order to help settle the situation?

Dear customer,

Unfortunately, there are no available no-deposit bonuses for your account right now, but you are free to make use of any on-site promos as well as other events, that you see on the website. To see the full catalogue, please check out https://rabona.com/en/promotions.

We hope you enjoy your time with us!

Sincerely,

Rabona Administration

Hahaha, they never understood that it was a proposal or compensation for THEIR error.

THAT'S IT.

People from Latin America, never play in this casino, they do not pay withdrawals by transfer and they lie to you to support you so that you continue betting, it being their mistake and they do not compensate it.

Try casinos like jugabet, cbet, stake, etc.

Serious casinos with fast withdrawals, not like this one, 7 business days and on top of that they cancel them and lie to you.

Thank you casino guru for trying something, I hope they leave it as the casino's mistake, because they were the ones who lied at all times, no one takes responsibility.

A magical taste.

The reviews are all fake, the page you see shows that they do not pay, it is a pyramid scheme.

They don't have social networks, they don't have anything.

What a shame.

Dear Rabona team,

I understand that in this situation there were some errors on the player's side as well as on your live chat operator's side. As were are just humans we are never flavless, but this whole situation could have been handled much better. If I understand it correctly , the initial bonus of 60000 CLP, from which the player earned winnings, was a loyalty bonus typically granted to valued customers based on previous real money play. The player successfully met the bonus's wagering requirements, and the winnings were subsequently capped at the maximum cashout of 300000 CLP for such bonuses.

At this juncture, the player could have withdrawn the 300000 CLP. However, due to a payment provider error, the player encountered difficulties in doing so. Although the player was advised to attempt an alternative payment method, this step was not fully taken. The player did tried different payment method (different banks in this instance) however, it was still the same payment method a bank transfer. The livechat operators could have specified which other payment method the player should have used. Subsequently, when the player sought assistance from live chat, there was some misinformation provided.

(10:34:56)Benjamin Ignacio Peña Alea

Well then, TO BE ABLE TO WITHDRAW THE MONEY WHAT SHOULD I DO?

(10:36:11)Brian

We apologize for any inconveniences.

Please wager the current balance on your account and youc an then withdraw winnings collected from it.

(10:37:02)Benjamin Ignacio Peña Alea

but it seems unfair to me, if I have already finished the wager friend

(10:37:14)Benjamin Ignacio Peña Alea

And how much would I have to bet?

(10:37:54)Brian

Yes, I can understand how it feels. We apologies for any of the inconveniences you faced.

(10:38:19)Benjamin Ignacio Peña Alea

Should I just place a bet?

(10:40:55)Brian

Yes, play it

Despite having already met the wagering requirements, the player was instructed to wager again with the directive to use "the current balance on your account." This appears unjust, as the player depleted the balance in attempting to fulfill the wagering requirements twice, following the guidance of the live operator.

We acknowledge that rectifying fairly lost funds may not be feasible, but proposing a fair solution could involve re-crediting the 60000 CLP loyalty bonus. This would afford the player another opportunity to recover the lost funds, and we recommend reconsidering this approach.

Will it be possible to present this to the player as a gesture to compensate for the inconvenience, with the aim of facilitating a resolution to the situation?

Dear all,

We have reviewed the situation, and decided to proceed with crediting the customer with another Loyalty bonus of 60,000 CLP.

We hope this helps us reach the mutually-acceptable resolution.

Sincerely,

Rabona Administration

Thank you for your response and re-evaluation of the situation, Rabona team. I believe that the consensus we managed to find is fair given the circumstances.

Dear benja98uc98,

As previously stated, errors occurred on both ends, and this regrettable situation could have been managed more effectively. I acknowledge that, from a user experience perspective, the entire scenario was less than ideal. Nevertheless, considering the circumstances, I believe the consensus we were able to reach with the Rabona team is equitable. Given that other options are unfortunately not feasible I trust you perceive this gesture as a sincere attempt to resolve the situation. Would agree with me when I state that the situation has been adequately settled?

NO, it is not solved by Rabona.

I thank you for your help, you behaved like a 10.

The rest is nothing, compare 60k bonus with x40 ROLLOVER, with 300k released, which forced me to continue playing because the casino FORCES ME TO PLAY SINCE IF I DIDN'T PLAY I COULD NOT WITHDRAW (IT WAS A LIE, EVERYTHING WAS ALREADY RELEASED, BUT IT WAS A NICE WAY TO MAKE ME PLAY)

I don't want to continue with this thread, nothing has been solved on my part but I know that nothing more can be done with thief people like them.

PEOPLE FROM LATAM, DO NOT PLAY AT RABONA CASINO, THEY WILL STEAL YOUR MONEY, PLUS THEY DO NOT PAY WITHDRAWALS AND IT TAKES JUST 5 BUSINESS DAYS TO RESPOND TO YOUR WITHDRAWAL (DO NOT PAY)

Thank you casino guru for everything.

I will take care of the rest legally. The basic rules of its certification were put into effect, such as making me continue playing the bonus when it was already released and the BALANCE WAS ALREADY REAL.

That in a few words is scam and theft, since by making me play based on a lie, I lost the money, that is, it was THEFT.

From now on I will take the case with their licenses, was what they recommended, to at least make them retract something as minimal as paying their clients their money.

Thieves, scoundrels.

I REPEAT THANKS TO GURU CASINO.

Rabona close the account, you already stole enough from me.

I hope this thread remains public because it was not resolved by RABONA.

GREETINGS AND THANK YOU MICAL.

(DO NOT PLAY AT RABONA CASINO SCAM)

Dear benja98uc98,

Again, I fully understand your frustration with the whole situation and that the consensus I've managed to reach with the Rabona team is not what you expected, but as I mentioned, after considering all the circumstances, this gesture is a sincere attempt to resolve the situation, which is, in my opinion, fair. Reinstating the funds played over is, unfortunately, not a viable option.

It is, of course, your right not to accept the offered consensus, but unfortunately, I'm no longer able to pursue your case. If you want to take your complaint further, feel free to contact the casino licensing authority, which is Curaçao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com), and submit a complaint to them. Please let me know how they responded and how they ruled this case at michal.k@casino.guru so that we can later classify this case accordingly.

As the consensus was not considered a satisfactory solution and you decided to close your account, I'm forced to close this complaint as Rejected.

Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino.Guru