Rabona Casino - A conta do jogador foi encerrada devido a atraso na verificação.

The betting house Rabona closed my account due to an "administrative decision" after exceeding the 30-day period they set for account verification. I tried to contact them to request an extension of this period, considering that they were asking for the bank statement of my deposits, which can take up to 55 days to obtain after the deposit is made. However, they refused to grant me this extension. The banks in my country (Peru) usually send bank statements every 30 days, typically 10-15 days before the payment dates and up to 50-55 days after the transactions (deposits) made with the credit card. I believe that the betting house Rabona is being unfair and inflexible, as I am fully willing to cooperate with their KYC verification process, but they are not allowing me to do so. I have researched other betting houses, and none of them enforce this rule of setting deadlines for account verification.

La casa de apuestas Rabona cerró mi cuenta por "decisión administrativa" al sobrepasar los 30 días de plazo que establecen para la verificación de mi cuenta; traté de comunicarme con ellos para solicitar que me concedan una extensión de este plazo considerando que me estaban solicitando el estado de cuenta bancario de mis depósitos y este documento puede demorar en el peor de los casos hasta 55 días posterior al depósito realizado; sin embargo no aceptaron concederme este plazo. Los bancos en mi país (Perú) envían los estados de cuenta bancarios cada 30 días, por lo general 10-15 días antes de las fechas de pago y hasta 50-55 días posterior a los consumos (depósitos) realizados con la tarjeta de crédito. Considero que la casa de apuesta Rabona está siendo injusto y poco flexible, ya que tengo todas las intenciones de colaborar con su procedimiento de verificación KYC pero ellos no me lo permiten. Estuve indagando en otras casas de apuestas y ninguna usa esta regla de fijar plazos para la verificación de cuentas.

Dear arubio290392,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your account at Rabona.

To help us better understand your situation and assist you effectively, could you please clarify a few points?

• Can you confirm the exact date when you received the notification about your account being closed and the initial request for verification?
• Did you receive any specific instructions or details from Rabona regarding the KYC process that might help clarify the situation?
• Have you attempted to escalate your concerns with a supervisor or a different support team member at Rabona? If so, what was their response?
• Additionally, if you have any relevant communications with Rabona regarding your account closure or the KYC process, please forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case and work towards resolving the issue. Without your input and additional information, we won’t be able to take further steps to assist you.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello

• The administrative closure of my account was around August 12th when I was unable to log in to my account, and later I found in my spam mail notifications about the closure and verification of my account. Verification was available from the Rabona website for about a month before.
• Rabona told me that the KYC procedure could be done from the web or by email; however, after closing my account, they no longer allow the KYC procedure to be done by email.
• I contacted them on several occasions both by email and the support chat, in all cases Rabona mentions that I cannot carry out the KYC procedure because I exceeded the 30-day deadline they establish, despite the fact that I did not commit any serious offense against the casino.

Hola

• El cierre administrativo de mi cuenta fue aproximadamente el 12 de Agosto cuando no pude ingresar a mi cuenta, posteriormente encontré en mi correo Spam notificaciones sobre el cierre y verificación de mi cuenta. La verificación estaba disponible desde la misma web de Rabona desde hace un mes antes aproximadamente.
• Rabona me indicó que el procedimiento KYC podría realizarce desde la web o por correo electrónico; sin embargo posterior al cierre de mi cuenta ya no permiten realizar el procedimiento de KYC por correo electrónico.
• Me contacté en varias oportunidades tanto por correo electronico y el chat de soporte, en todos los casos Rabona menciona que no puedo realizar el procedimiento KYC por excederme de los 30 días de plazo que establecen, a pesar que no cometí ninguna falta grave contra el casino.

Hi arubio290392,

Please understand that some casinos are required by their licensing authorities to complete player verifications within 30 days, and this is not solely at the casino's discretion.

• Could you clarify whether your winnings were accumulated with or without an active bonus?
• If they were from a bonus, was it a free one, or did you make a real money deposit to activate it?
• When the casino requested the documents, did you inform them right away that you wouldn’t be able to receive them from your bank for at least 50-55 days?

Thank you.

Hello

• My winnings were accumulated without any bonus.
• When the casino asked me for the documents, I did not provide any clarification because I was unaware of this 30-day rule for KYC verification, nor did they inform me by email or support chat, in fact I found out about this rule when my account was closed by administrative decision.

Hola

• Mis ganancias fueron acumuladas sin ningun bono.
• Cuando el casino me solicitó los documentos no relicé ninguna aclaración debido a que desconocía esta regla de 30 días de plazo para la verificación KYC, tampoco me lo indicaron por correo ni por chat de soporte, de hecho me enteré de esta regla cuando mi cuenta fue cerrada por decisión administrativa.

Thank you very much, arubio290392, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello arubio290392,

I'm Michal, and I have taken over your complaint. I have reviewed this case and although I understand your point that sometimes it can take a while to obtain all the necessary documents, however, 30 days for providing the documents to the casino for KYC is an industry standard rule. It is the player's responsibility to check for any emails from the casino and to cooperate within the expected timeframe. I will contact the casino to see if I can help.

We would like to invite Rabona Casino to join the conversation.

Dear Rabona Casino,  

I understand your adherence to your established protocols and recognize the importance of players submitting the required documentation for the KYC process within the designated timeframe. However, it is possible that the player may have inadvertently overlooked your emails, particularly if they were directed to the Spam or Junk folder. I respectfully ask that you consider allowing the player to restart their KYC process. The player appears to have all the necessary documents readily available, which should facilitate a smooth and efficient resolution. Your understanding and accommodation in this matter would be greatly appreciated.

Dear arubio290392,

We would kindly request you to send the requested document when will be available and then contact us in order to elaborate your account reopening request.

Thank you in advance.

Kind Regards,

Rabona Team

Dear Sirs from Rabona Casino

I appreciate that I have the opportunity to go through the KYC verification process to reopen my account. I would appreciate it if you could provide me with the list of documents required to carry out this procedure, since I do not have access to my account and do not have this information. Additionally, please tell me to which email I should send the requested documents.

I look forward to your response in order to send the documentation as soon as possible.

Estimados Sres del casino Rabona

Agradezco que se me brinde la posibilidad de pasar por el proceso de verificación KYC para la reapertura de mi cuenta, agradeceria me puedan brindar la lista de documentos necesarios para realizar este procedimiento, ya que al no tener acceso a mi cuenta no dispongo de esta información. Adicionalmente por favor indicarme a que correo debería enviar los documentos solicitados.

Quedo atenta a su respuesta para el envío de la documentación a la brevedad posible.

Dear arubio290392,

Firstly, we would kindly request you to provide us your crypto details via mail in order to proceed manually with your payment.

Thank you in advance.

Kind Regards,

Rabona Team

Dear Sirs from Rabona Casino

All my deposits were made by bank transfer, so I would ask that my balance be refunded by the same method. My other question is, how much will be returned to my bank account? Since your support area told me that they would only refund my last deposit, which I did not accept because I considered it unfair and I looked for a solution to my complaint through this means.

Greetings

Estimados Sres del casino Rabona

Todos mis depósitos fueron realizados con transferencia bancaria, por lo cual pediría que la devolución de mi saldo sea por el mismo método, mi otra consulta es ¿cúanto es el monto que será devuelto a mi cuenta bancaria?, ya que su área de soporte me indicó que sólo realizaran la devolución de mi último depósito, lo cual no acepté por considerarlo injusto y busqué una solución a mi queja mediante este medio.

Saludos

Dear arubio290392,

Thank you for contacting us.

We are pleased to inform you that we can consider the reopening of your account if you provide us a selfie photo against the background of the casino, proof of address document, Skrill and Astropay transaction histories for the period from 15/03/24 - 15/04/24.

Thank you in advance.

Kind regards,

Rabona Team

Dear Sirs from Rabona Casino

Of all the requested documents, the transaction history of Skrill and Astropay is not possible to obtain, since as I mentioned before my deposits were made by bank transfer, instead I could send the bank statements of said deposits that were made with my credit card. My other question is, to what email do I send all the requested documentation?

I look forward to your response.

Greetings

Estimados Sres del casino Rabona

De todos los documentos solicitados, el historial de transacciones de Skrill y Astropay no es posible obtenerlo, ya que como le mencioné anteriormente mis depósitos fueron realizados por transferencia bancaria, en su lugar podría enviar los estados de cuenta bancarios de dichos depósitos que fueron realizados con mi tarjeta de crédito. Mi otra consulta es ¿A qué correo envío toda la documentación solicitada?

Quedo atenta a su respuesta.

Saludos

Dear arubio290392,

We would kindly request to provide us the requested documents by uploading them on the website in order to complete your account verification as soon as possible.

Thank you in advance.

Kind Regards,

Rabona Team

Dear Sirs from Rabona Casino

As I mentioned before, my account has been closed by administrative decision, so I do not have access and it is impossible for me to upload the requested documents on your website. In any case, I request that you give me the possibility of reopening my account temporarily for 30 days to carry out the KYC verification by that means.

Attached is an image of my Rabona login:

I look forward to your response.

Greetings

Estimados Sres del casino Rabona

Como mencioné anteriormente mi cuenta ha sido cerrada por decisión administrativa, por lo cual no tengo acceso y me resulta imposible cargar los documentos solicitados en su sitio web. En todo caso solicito me puedan brindar la posibilidad de reabrir mi cuenta temporalmente por 30 días para realizar la verificación KYC por ese medio.

Adjunto imagen de mi inicio de sesión en Rabona:

Quedo atenta a su respuesta.

Saludos

Dear arubio290392,

We would kindly request to provide us the requested documents via email at support@rabona.com

Thank you in advance.

Kind Regards,

Rabona Team

Dear Sirs from Rabona Casino

The email address to which the documentation should be sent was not indicated in the previous answer.

I request this information to proceed with the sending of the documentation.

Greetings

Estimados Sres del casino Rabona

En la respuesta anterior no quedó indicado el correo electrónico al cual debería enviar la documentación.

Solicito esta información para proceder con el envío de la documentación.

Saludos

Dear arubio290392,  

Typically, the standard procedure for submitting documents to the casino team involves uploading them directly on the website. However, due to the temporary blockage of your casino account, this method is currently unavailable. Therefore, I kindly ask you to send the required documents to the casino's official email at support@rabona.com.  

Please inform me once you have completed this step.

Dear Sirs

I just sent the requested documentation to the email , with the following clarifications:

1. I was only able to take the selfie photo with the casino background with the login details, since I cannot access my account as I mentioned earlier.
2. I do not have the transaction history of Astropay and Skrill, since I did not make deposits with Skrill and my only deposit with Astropay was S/20.00, currently this account is blocked without being able to access the transaction history; instead I am sending the bank statement of my first 3 deposits of S/499.00 each made using the "Pagoefectivo" method for which I used my CMR credit card.

I await your instructions.

Greetings

Estimados Sres

Acabo de enviar la documentaci´ón solicitada al correo support@rabona.com, con las siguientes aclaraciones:

1. La foto selfie con el fondo de casino solo la pude realizar con los datos de inicio de sesión (login), ya que no puedo acceder a mi cuenta como les mencioné anteriormente.
2. No cuento con el historial de transacciones de Astropay y Skrill, ya que no realicé depósitos con Skrill y mi único depósito con Astropay fue de S/20.00, actualmente esta cuenta se encuentra bloqueada sin poder acceder al historial de transacciones; en su lugar estoy enviando el estado de cuenta bancario de mis 3 primeros depósitos de S/499.00 cada uno realizados mediante el método "Pagoefectivo" para lo cual usé mi tarjeta de crédito CMR.

Quedo atenta a sus indicaciones

Saludos

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear arubio290392,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the verification of the provided documentation as soon as possible.

Thank you in advance.

Kind Regards,

Rabona Casino Team

Dear arubio290392,

Your account has been closed for not providing documents in the respected time so unfortunately can not be re-opened.

But, out of good will, we are willing to refund all your deposits.

We would kindly request to provide us a skrill or crypto wallet in the email received.

Thank you in advance.

Kind Regards,

Rabona Casino Team

Dear Sirs from Rabona Casino

1. If you are unable to re-allocate the account, the minimum necessary to consider your "good will" would be to refund the total balance of the account corresponding to S/ 9513.56 nuevos soles, since your offered proposal is of an obligatory nature and not of "good will" as it is within your terms and conditions. Please confirm this proposal.
2. Since no "goodwill" solution was offered to this complaint, what was the reason for requesting documents and extending this conciliation process for more than 2 months? I request clarification.
3. There is no reference on your website and/or dispute resolution policies to the gaming license/operator/authority or other impartial entity without conflict of interest that may intervene in this type of complaint. I request information.

I await this information to determine the procedure to follow.

Greetings

Estimados Sres del casino Rabona

1. Si no está en sus posibilidades reaparturar la cuenta, lo mínimo necesario para considerar su "buena voluntad" sería reembolsar el saldo total de la cuenta correspondiente a S/ 9513.56 nuevos soles, ya que su propuesta ofrecida es de caracter obligatorio y no de "buena voluntad" al estar dentro de sus terminos y condiciones. Por favor confirmar esta propuesta.
2. Al no ofrecer una solución de "buena voluntad" a la presente queja, ¿cual fue el motivo para solicitar documentos y extender hasta en más de 2 meses este proceso de concilicación?. Solicito aclaración.
3. En su web y/o políticas de resolución de conflictos no se hace referencia a la licencia de juego/operador/autoridad u otra entidad imparcial sin conflicto de intereses que pueda intervenir en este tipo de quejas. Solicito información.

Quedo a la espera de esta información para determinar el procedimiento a seguir.

Saludos

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear arubio290392,

We would kindly request to provide us a skrill or crypto wallet in the email received as soon as possible in order to complete the payment.

Thank you in advance.

Kind Regards,

Rabona Casino Team

Dear arubio290392,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello

I have just sent my cryptocurrency address awaiting the full refund of my balance corresponding to S/ 9513.56 new soles (PEN), additionally I request that you specify your license operator that is in charge of resolving complaints, since I will be taking legal representation in your country of origin to initiate a formal complaint. I requested this information previously but it was not clarified by the Rabona casino, I hope that this time it will be clarified as a sign of its transparency and goodwill.

Greetings

Hola

Acabo de enviar mi dirección de criptomonedas a la espera de la devolución total de mi saldo correspondiente a S/ 9513.56 nuevos soles (PEN), adicionalmente solicito que me especifiquen su operador de licencia que se encarga de resolver quejas, ya que estaré tomando representación legal en su país de origen para iniciar una denuncia formal. Solicité esta información anteriormente pero no fue aclarada por el casino Rabona, espero que esta vez sea aclarada como muestra de su transparencia y buena voluntad.

Saludos

Dear arubio290392,

Thank you for providing us your payment details.

We would like to kindly inform you that we endeavour to complete the refund as soon as possible.

Kind Regards

Rabona Casino Team

Dear Sirs from Rabona Casino

I sent the requested data for the refund of my total balance corresponding to S/ 9513.56 new soles (PEN); however, I received this email in which they inform me that the refund was unsuccessful and shows an amount much lower than my balance. I sent an email to support for an explanation without any response. I request that they inform me of the reason for the failure in the refund and why the amount is much lower than what I have in my account. In demonstration of their transparency, I requested information according to their conflict resolution policy to initiate a complaint with their license operator; however, they refuse to provide this information and do not show it on their website either, which shows a lack of professionalism and transparency in their processes.

Estimados Sres del casino Rabona

Envié los datos solicitados para la devolución de mi saldo total correspondiente a S/ 9513.56 nuevos soles (PEN); sin embargo me llegó este correo en el cual me informan que el reembolso fue fallido y muestra una cantidad mucho menor a mi saldo. Envié un correo a soporte para que me den una explicación sin respuesta alguna. Solicito me puedan informar el motivo de la falla en el reembolso y porque el monto es mucho menor a lo que tengo en mi cuenta. En demostración de su transparencia solicité información según su política de resolución de conflictos para iniciar una queja ante su operador de licencia; sin embargo se niegan a brindar esta información y tampoco la muestran en su web, lo cual evidencia falta de profesionalismo y transparencia en sus procesos.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi arubio290392,

I wanted to inform you that Michal, your assigned resolver, is currently on vacation. To ensure your case is handled with the utmost care and expertise, I have extended the timeline by an additional 7 days. Michal has the most thorough understanding of your situation and direct communication with the casino, making it important for him to continue managing your case upon his return.

Your patience and understanding are greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Dear arubio290392,

We would like to kindly confirm you that unfortunately you cannot be refunded as you didn't provide the requested payment details for manual withdrawal in the timeframe of 30 days.

If you have any additional questions don't hesitate to contact us.

Kind Regards

Rabona Casino Team

Dear Sirs of Casino Rabona

The requested data was provided when you requested it from me through this medium. In any case, you should consider that we have been in communication for more than 2 months through this medium with my full cooperation despite your delay in responding to my request.

Dear Casino Guru

Could you please tell me if it is normal for a casino to refuse to provide information about the operator in charge of resolving disputes?

Greetings

Estimados Sres del Casino Rabona

Los datos solicitados fueron proporcionados cuando ustedes me lo solicitaron por este medio, en todo caso deberían considerar que estamos más de 2 meses en comunicación por este medio con mi total colaboración apesar de su demora en responder a mi solicitud.

Estimado Casino Guru

Me podrían informar si es normal que un casino se niegue a brindar información del operador encargado en la resolución de conflictos?

Saludos

Dear Rabona Casino,

Can you please explain why you have changed your approach to this complaint? I recognise you have requested the player payment details, but as the player mentioned, they have provided this to you previously already, and your latest response is somewhat surprising.

Under the current circumstances, I don't consider your latest response as fair. Why was the payment not sent from your end when the player provided their payment details?

Additionally, can you please confirm where can I find your licensing information details?

Dear arubio290392,

I understand that you are considering escalating your case to a higher authority, but it looks like there were recently some changes in the regulatory and licensing status of Rabona Casino. Previously Rabona Casino held a license issued by the Anjouan Offshore Finance Authority (AOFA), but I could not locate this information in their current terms and conditions. This may indicate that the casino is in the process of securing a new license. I hope that the casino team will provide clarification on this matter.

Dear Michal,

We would like to kindly inform you that as the player didn't provide the requested payment details in the timeframe of 30 days unfortunately the approach should be changed and the refund to be denied.

Thank you for your cooperation.

Kind Regards,

Rabona Casino Team

Dear arubio290392,  

Could you kindly share any evidence, such as an email or screenshot, indicating that you submitted the last requested information to the casino team within the specified timeframe? You can upload the evidence here, or forward it to my email michal.k@casino.guru

Dear arubio290392,

We are extending the timer by 3 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear arubio290392,

As you have not responded to our messages and questions and you have not proved that you have cooperated with the casino team in an expected manner, we understand the change in the casino's approach to your case. This case will now be closed as rejected because of the lack of appropriate cooperation from your side within the expected timeframe.

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, and we will try our best to help.