The player's winnings were not credited for unknown reason. The complaint was resolved as the player's money got credited.
Rabona Casino - The player's winnings were not credited.
Amount: €350
Rabona Casino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello,
I don't live in Puerto Rico, but in Germany. Unfortunately the selection box is greyed out and I cannot change the country.
To my problem:
I have on 03.06. after several deposits (all without bonus) get free spins in the slot "Adventures beyond Wonderland Magical Maze" to €1.50. The free spins were extended several times and ran smoothly to the end. I ended up with a profit of around €330-350 (I can't say for sure). The ID according to history is 198.723095509
However, this profit was still credited to my account. I have already tried everything:
Log out, restart, change browser etc...
I had countless contacts with the support, but they only put me off. First I was supposed to wait a few minutes, then 24 hours. Meanwhile I am supposed to wait for an email from the management, meanwhile no answer for 5 days.
Overall, I think this is very dubious, especially since there is no concrete statement about it.
I ask for help, thanks!
Automatic translation:
Public
Public
1 year ago
Hello Eszeha,
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? Do I understand it correctly that the bonus balance was not credited to your casino account or you mean your withdrawal from the bonus winnings are still pending? When was the last time you spoke to the casino and what was it about? Did you contact them regarding the incorrect country?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
The wrong country issue does not affect my casino account. This was about the complaint form on your site - but the correct country has now been adopted. So done...
My account with Rabona has not yet been verified. This has not been requested so far. However, I have already received two payouts, so there is no problem here. But that shouldn't play a role in my complaint.
The winnings from free spins have not been credited to my account.
I had some bigger wins in the free spins, at the end a summary screen also came up:
"Congratulations! You won xy €!" (approx. €330-350, I can't say exactly)
However, this win was not added to my balance afterwards.
I have contacted the chat several times about this, most recently 5 days ago. All with no concrete result.
I have also written several emails to my VIP manager, most recently yesterday. I haven't received an answer to this either.
Automatic translation:
Public
Public
1 year ago
Translation
I just got a reply by email:
"I'm sorry, but we have to wait and see.
The colleagues from the slot operator should get in touch next week."
As I said, this has been going on for a week and is definitely not enough.
Automatic translation:
Public
Public
1 year ago
Translation
Hello,
the outstanding amount has been credited to my account. However, without any notification.
Nevertheless, the case is solved and the complaint can be closed.
Thanks for your help.
Automatic translation:
Public
Public
1 year ago
Dear Eszeha,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
