Rabona Casino - Problem der nicht autorisierten Auszahlung des Spielers.

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*****

Boa Tarde.

Estou numa situação muito estranha e que já me começa a parecer fraudulenta. Ao dia de hoje possuia 1700,20€ na minha conta de casino. Umas horas depois, verifico que a minha conta está a 0, e após consultar o hist´órico verifico que um levantamento foi feito nesse valor (Ver foto em anexo). É muito estranho pois não efetuei qualquer levantamento. Aliás nem o poderia fazer pois ainda aguardo por levantamentos requisitados em dias anteriores, tendo já atingido os 500€ limites.

Todo o dinheiro ganho foi em casino.

Já tentei falar com o chat, sendo que todos me respondem que vão remeter o problema aos superiores. Enviei email para o suporte e aguardo resposta.

Sei que ainda é muito recente e pode vir a ser encontrada uma resolução. Porém acho muito estranho como é que numa conta que apenas eu tenho acesso, que apenas eu posso retirar o saldo para a minha conta bancária, tenham "desaparecidos" 1700€ de uma hora para outra.

Estou até em receio com os montantes que já levantei nestes últimos dias, dos quais já recebi notificação de bem sucedidos.

Faço pagamentos através de MBway, Já efetuei vários levantamentos por transferência bancária e até à data nunca tive problema.

Obrigado,

Sérgio 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

Obrigado pela pronta resposta.

A minha conta ainda não foi verificada, já que nunca me pediram para verificar até agora.

Os ganhos foram acumulados inicialmente em Bónus, que foram passados a saldo real após fazer o roll over bem sucedido. Adianto ainda que já após terminado o roll over e ter o dinheiro em saldo real, efetuei um levantamento que foi bem sucedido. Fiquei então com os 1700€ de saldo.

Utilizo transferência bancária para realizar os levantamentos e até a data não tive problemas.

O problema real da questão é o meu saldo ter desaparecido de uma só vez sem eu ter feito nenhum levantamento.

Falei com o chat ontem (21-04-2024) e foi-me dito que iam passar o problema aos seus superiores mas ainda não obtive resposta. Enviei email para o suporte do casino sem obter resposta.

Obrigado,

Sérgio 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?

Tenho uma atualização sobre esta situação. No dia de hoje voltei a falar com o suporte online já que há 2 dias que não obtia resposta, e o que me disseram através do chat foi o seguinte:

Foi-me retirado o valor da conta porque recebi um bónus que não era suposto. Segundo o chat, do meu bonus inicial que foi de 20€ e do qual eu fiz um roll over de 50x, apenas podia ganhar 50€.

Que sentido é que isto faz? Porque pedem um roll over tão alto se depois supostamente apenas posso ganhar 50€. Então o restante valor que acabei por fazer nas slots é simplesmente para nada? É que o dinheiro foi passado para dinheiro real e depois simplesmente retirado. Basicamente andei a jogar para eles enriquecerem foi isso?

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.