Rabona Casino - Аккаунт игрока заблокирован.

Good evening, I write because the site in question after months and months of use has decided to close my account. The strange thing is that this happened just when I made a couple of wins. After requesting a withdrawal of 840€ they started asking me for documents, verified everything correctly. Today, after a €340 win, I find my account closed, explanation I didn't validate the account correctly, which was wrong. I want what's mine.

Buonasera, scrivo in quanto il sito in questione dopo mesi e mesi di utilizzo ha deciso di chiudermi il conto. La cosa strana è che ciò è avvenuto proprio quando ho realizzato un paio di vincite. Dopo aver richiesto un prelievo da 840€ hanno iniziato a chiedermi documenti, verificato tutto correttamente. Oggi dopo una vincita da da 340€ mi ritrovo il conto chiuso, spiegazione non ho convalidato correttamente il conto, cosa sbagliata. Vorrei ciò che mi spetta.

Dear tommipedra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that you have not received any further explanation regarding this issue? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

I have already withdrawn more than once with this site, never had any problems. I have sometimes deposited with a card not in my name, but in a relative of mine, I also verified that by sending the obscured figures as they asked me. I think they're leveraging that but it doesn't make sense, I've already written that I can provide all the documents they want. The first win comes from deposited funds, the second was a freebet that I had already successfully processed. Now they only want to credit me what I deposited, that makes no sense. It should be noted that the winnings obtained derive from funds deposited exclusively from a card in my name.

If their reasoning made sense, the account should have been blocked months and months ago, they shouldn't have made me withdraw even once, they shouldn't have accepted my credit card verification and above all they shouldn't have accepted all the deposits I made, however it is not went like this. I would like the account to be unlocked and the money correctly won.

Ho già prelevato più di una volta con questo sito, mai avuto problemi. Ho depositato qualche volta con una carta non intestata a me, ma ad un mio parente, ho verificata anche quella mandando come mi chiedevano le cifre oscurate. Penso stiano facendo leva su quello ma non ha senso, ho già scritto che posso fornire tutti i documenti che vogliono. La prima vincita deriva da fondi depositati la seconda era una freebet che avevo già correttamente trasformato. Ora vogliono accreditarmi solo ciò che ho depositato, non ha senso. Da notare che che le vincite ottenute derivano da fondi depositati esclusivamente da una carta a me intestata.

Se avesse senso il loro ragionamento il conto andava bloccato mesi e mesi fa, non avrebbero dovuto farmi prelevare nemmeno una volta , non avrebbero dovuto accettarmi la verifica della carta di credito e soprattutto non avrebbero dovuto accettare tutti i depositi che ho fatto, non è tuttavia andata così. Io vorrei lo sblocco del conto ed i soldi correttamente vinti.

Thank you for your reply, tommipedra. Could you please advise when exactly you made your last successful withdrawal? Did the casino allow you to use someone else's payment method? Do I understand correctly that this is the reason why your account has been blocked?

I should have sent all attachments proving my deposits and withdrawals to the email you left me.

However yes I happened to have deposited with the payment method of a family member some time ago, never had any problems (I also sent the photo of the card with the numbers covered as requested and it was accepted). The last winnings made, made exclusively through funds deposited with a card in my name.

Last withdrawal received on January 2nd, €194.

Dovrei aver mandato tutti gli allegati che provano i miei deposi e i miei prelievi all’email che mi avete lasciato.

Comunque sì mi è capitato di aver depositato con il metodo di pagamento di un familiare qualche tempo fa, mai avuto problemi (ho inoltre inviato come da richiesta la foto della carta con i numeri coperti e mi è stata accettata) . Le ultime vincite fatte, fatte esclusivamente tramite fondi depositati con carta a me intestata.

Ultimo prelievo ricevuto il 2 gennaio, 194€.

Could you please advise when exactly you made the last deposit with the third-party payment method? How many deposits did you make with it?

I've done over thirty. The first was carried out on 10/31. I should have paid around €350. The last one dates back to 12/31.

It really doesn't make sense that they closed my account, after verifying my documents and card.

Ne ho fatti più di trenta. Il primo è stato effettuato il 31/10. Dovrei aver versato intorno ai 350€. L’ultimo risale al 31/12.

Non ha davvero senso che mi abbiano chiuso il conto, dopo aver verificato i miei documenti e la carta.

I am sorry, we could try to make an exception if you made for example one deposit with someone else's card a long time ago, but if you repeatedly used it we see why the casino decided to block you. Just because the casino asked for documents from the owner of the payment method, it doesn't mean that you automatically have the approval to use it all the time.

I have checked the terms and conditions, and this is what I found:

„the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.