Din anv?ndning av v?ra webbplatser/tj?nster utg?r ditt samtycke till v?ra cookies.L?s merGodk?nn
HemKlagom?lRabona Casino - Spelarens konto har st?ngts med saldot l?st inuti.
Rabona Casino - Spelarens konto har st?ngts med saldot l?st inuti.
Automatiskt ?versatt:
Belopp:
1 170 €
Rabona Casino
S?kerhetsindex:H?gt
S?kerhetsindex
I enlighet med v?r granskningsmetodik har vi ber?knat casinots s?kerhetsindex baserat p? ?ver 20 faktorer, inklusive casinots ekonomi, sk?ligheten hos villkoren, spelarklagom?l och annat. Ju h?gre s?kerhetsindex, desto troligare ?r det att du f?r ut dina vinster utan n?gra problem.
An Italian player had deposited 150€ into Rabona. After he increased his balance to 1200€, his withdrawal request initiated an account restriction, numerous document requests, and a subsequent account closure. The casino also cancelled his ongoing bank transfer. He wanted to regain access or receive a refund. After a thorough investigation and communication between the player, the complaints team, and the casino, the casino decided to pay out the confiscated balance of the player's account. The player confirmed he received the full amount as promised by the casino. The issue has been successfully resolved.
En italiensk spelare hade satt in 150€ p? Rabona. Efter att han ?kat sitt saldo till 1200€, initierade hans uttagsbeg?ran en kontobegr?nsning, m?nga dokumentf?rfr?gningar och en efterf?ljande kontost?ngning. Kasinot avbr?t ocks? hans p?g?ende bank?verf?ring. Han ville ?terf? tillg?ng eller f? en ?terbetalning. Efter en grundlig unders?kning och kommunikation mellan spelaren, klagom?lsteamet och kasinot beslutade kasinot att betala ut det konfiskerade saldot p? spelarens konto. Spelaren bekr?ftade att han fick hela beloppet som utlovat av kasinot. Problemet har l?sts.
God dag, jag gjorde en ins?ttning p? 150€ till Rabona och b?rjade sedan spela p? deras sida, b?de f?r casinodelen och sportspelsdelen.
Efter ungef?r en vecka, med 1200 p? mitt konto, beg?rde jag ett uttag p? 500€ men mitt spelkonto var begr?nsat. De beg?rde ett antal dokument (id-kortsfoto, bild p? kortet som anv?ndes f?r ins?ttning, kontoutdrag, etc) men n?gra dagar senare st?ngde de mitt spelkonto och jag kan nu inte komma ?t det.
Jag m?rkte att de skickade ett mejl till mig kort innan de st?ngde kontot, d?r de uppgav att de ocks? hade avbrutit den p?g?ende bank?verf?ringen.
Jag skulle vilja ?terf? ?tkomst eller f? mina pengar tillbaka, kan du hj?lpa mig?
Good day, I made a deposit of 150€ into Rabona and subsequently began playing on their site, both for the casino portion and the sports betting part.
After roughly one week, with 1200 in my account, I requested a withdrawal of 500€ but my gaming account was restricted. They requested a number of documents (identity card photo, picture of the card used for deposit, bank statement, etc) but a few days later they closed my gaming account and I am now unable to access it.
I noticed that they sent me an email shortly before closing the account, in which they stated they had also cancelled the ongoing bank transfer.
I would like to regain access or receive my money back, can you assist me?
Buongiorno, ho effettuato un deposito di 150€ su Rabona e successivamente ho iniziato a giocare sul loro sito sia per la parte di casino che per quella di scommesse sportive.
Dopo circa una settimana, con 1200 sul conto, ho richiesto il prelievo di 500€ ma il mio conto gioco è stato limitato. Mi hanno chiesto una serie di documenti (foto carta d'identità, foto carta usata per depositare, estratto conto, etc) ma dopo qualche giorno mi hanno chiuso il conto gioco e ora non riesco ad accedere.
Ho notato che mi hanno inviato, poco prima di chiudere il conto, una mail in cui mi dicevano di aver annullato anche il bonifico in corso.
Vorrei riottenere gli accessi o i miei soldi, potete aiutarmi?
Tack s? mycket f?r att du skickade in ditt klagom?l och jag ?r verkligen ledsen att h?ra om ditt problem med Rabona Casino. Till?t mig att st?lla n?gra fler fr?gor till dig innan vi g?r vidare.
Kan du ge r?d om exakt n?r p?g?r verifieringsprocessen? Vilka dokument har redan godk?nts och vilka inte? N?r pratade du med casinot senast och vad handlade det om?
Observera att verifieringsprocessen kan ta upp till 14 dagar efter att du skickat in alla beg?rda dokument och kasinot kan begr?nsa din ?tkomst tills den ?r klar.
Ser fram emot ditt svar.
H?lsningar,
Nick
Hello diratonete,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may restrict your access until it is finished.
Verifieringsprocessen startade f?r cirka 10 dagar sedan, jag vill p?peka att spelkontot redan var begr?nsat i ungef?r en vecka.
Under verifieringsprocessen godk?nde de omedelbart mitt foto-ID, kopia av kreditkortet som anv?ndes f?r att deponera och bevis p? hemvist.
De bad mig d? ocks? om kontoutdraget som bevisade ins?ttningen med det angivna kortet, och det var h?r problemen uppstod: f?rst
Ist?llet avvisade de sk?rmdumpen d?r jag visade transaktionen fr?n min hembank relaterad till ovann?mnda ins?ttning; sedan fortsatte jag med att skicka ett nytt dokument, sj?lva kontoutdraget, f?r transaktionerna fr?n 01/12/23 till 10/01/24 som de beg?rt.
?ven denna andra g?ng bad de mig om ytterligare dokumentation relaterade till denna ins?ttning, och n?r jag skickade en sk?rmdump med detaljerna om transaktionen, som rapporterade orden "betalning gjord p? en utl?ndsk POS", st?ngde de mitt konto.
Jag f?rs?kte b?de skicka mejl och prata via livechatt, det enda jag lyckades f? ut av livechatten var att de ber?ttade att jag anv?nde kort registrerade till tredje part (vilket uppenbarligen inte ?r sant).
Fr?n deras mejl [email protected] de svarar mig att det har skett ett brott mot punkt 9.1 i T&Cs, som dock inneh?ller en hel rad allm?nna villkor och jag f?rst?r inte exakt vad de klagar p?.
Det enda jag l?gger m?rke till ?r att n?r jag satte in €150 p? Rabona, p? min hemmabank var transaktionen €155,39 (jag bifogar sk?rmdumpen med detaljerna f?r att f?rst? om detta ?r normalt).
D? hade jag inga problem eftersom jag trodde att det handlade om provisioner, men nu undrar jag om det ?r denna diskrepans som g?r att han tror att ins?ttningen inte kom fr?n mig.
Jag bifogar ?ven sk?rmdumpen av livechatten och f?rblir tillg?nglig f?r ytterligare information.
Tack p? f?rhand f?r ert st?d,
Daniel
Hi Nick,
Thanks for the quick response, my name is Daniele.
The verification process started about 10 days ago, I would like to point out that the gaming account had already been limited for about a week.
During the verification process, they immediately approved my photo ID, copy of the credit card used to deposit and proof of residency.
They then also asked me for the account statement proving the deposit using the indicated card, and this is where the problems arose: first
Instead, they rejected the screenshot in which I showed the transaction from my home banking relating to the aforementioned deposit; then I proceeded to send a new document, the actual account statement, for the transactions from 01/12/23 to 10/01/24 as requested by them.
This second time too they asked me for further documentation relating to this deposit, and when I sent a screenshot with the details of the transaction, which reported the words "payment made on a foreign POS", they closed my account.
I tried both sending emails and speaking via live chat, the only thing I managed to get from the live chat was that they told me that I used cards registered to third parties (which is obviously not true).
From their email [email protected] they reply to me that there has been a violation of point 9.1 of the T&Cs, which however includes a whole series of General Conditions and I don't understand precisely what they are complaining about.
The only thing I notice is that, when I deposited the €150 on Rabona, on my home banking the transaction was €155.39 (I attach the screenshot with the details to understand if this is normal).
At the time I didn't have any problems because I thought it was about commissions, but now I wonder if it's this discrepancy that makes him believe that the deposit didn't come from me.
I also attach the screenshot of the live chat and remain available for any further information.
Thanks in advance for your support,
Daniel
Ciao Nick,
Grazie a te della veloce risposta, il mio nome è Daniele.
Il processo di verifica è iniziato circa 10 giorni fa, premetto che il conto gioco era già stato limitato da circa una settimana.
Durante il processo di verifica, mi hanno subito approvato la foto del documento d'identità, la copia della carta di credito usata per depositare e l'attestato di residenza.
Mi hanno poi chiesto anche l'estratto conto che dimostrasse l'avvenuto deposito tramite la carta indicata, e da qui sono nati i problemi: prima
Mi hanno invece rigettato lo screenshot in cui mostravo la transazione della mia home banking relativa al suddetto deposito; poi ho provveduto a inviare un nuovo documento, l'estratto conto vero e proprio, per le transazioni dal 01/12/23 al 10/01/24 come da loro richiesto.
Anche questa seconda volta mi hanno chiesto un'ulteriore documentazione relativa a questo deposito, e quando ho inviato uno screenshot con i dettagli della transazione, che riportava la dicitura "pagamento effettuato su Pos estero", mi hanno chiuso il conto.
Ho provato sia a inviare mail che a parlare tramite live chat, l'unica cosa che sono riuscito a ottenere dalla live chat è che mi dicono che ho utilizzato carte intestate a terzi (cosa ovviamente non vera).
Dalla loro mail [email protected] mi rispondono che c'è stata una violazione del punto 9.1 dei T&C, che però comprende tutta una serie di Condizioni Generali e non capisco precisamente cosa mi stiano recriminando.
Io l'unica cosa che noto è che, quando ho depositato i 150€ su Rabona, sul mio home banking la transazione è risultata di 155,39€ (allego lo screenshot con i dettagli per capire se sia normale).
Io al tempo non mi ero fatto problemi perché credevo riguardasse delle commissioni, ma ora mi chiedo se sia questa discrepanza a fargli credere che il deposito non sia arrivato da me.
Allego anche lo screenshot della live chat e rimango a disposizione per eventuali altre informazioni.
Kan du meddela om bankkontot och kortet ?r under ditt namn? Matchar konto?garen det ID du gav till kasinot? Om m?jligt, kan du vidarebefordra dessa bevis till [email protected] ?
Hello diratonete,
Can you please advise if the bank account and the card is all under your name? Does the account owner matches the ID you provided to the casino? If possible, can you forward those proofs to [email protected]?
Tack diratonete f?r all information som l?mnats. Jag kommer nu att vidarebefordra ditt klagom?l till min kollega Branislav ( [email protected] ) som kommer att hj?lpa dig fr?n och med nu.
?nskar dig lycka till med att l?sa det.
H?lsningar,
Nick
Thank you diratonete for all the information provided. I will now forward your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.
Jag ?r ledsen att h?ra om din obehagliga upplevelse. Jag kommer att kontakta casinot och g?ra mitt b?sta f?r att l?sa problemet s? snart som m?jligt. Nu skulle jag vilja bjuda in Rabona Casinos representant att g? med i denna konversation och delta i l?sningen av detta klagom?l.
K?ra Rabona Casino team ,
Kan du ge oss en mer detaljerad f?rklaring av spelarens situation? Varf?r har hans konto blockerats/st?ngts? Vilka ?tg?rder ska spelaren vidta f?r att avblockera kontot och/eller ta ut de omtvistade vinsterna? Om vi talar om ett brott mot casinots regler och villkor, kan casinot underbygga sitt beslut med relevanta bevis?
Skicka g?rna de n?dv?ndiga bevisen till min e-postadress ([email protected] ).
Tack p? f?rhand f?r att du l?mnar informationen.
Hello, diratonete,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rabona Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Rabona Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked/closed? What steps should the player take to unblock the account and/or withdraw the disputed winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
Feel free to send the necessary evidence to my email address ([email protected]).
Thank you in advance for providing the information.
Tack f?r ditt mejl och f?rklaringen, Rabona Casino Team.
D?remot kanske det finns en logisk f?rklaring som skulle kunna klarg?ra casinots misstankar. V?nligen titta p? mitt senaste e-postmeddelande ang?ende ?rendet och ge mig de beg?rda uppgifterna.
K?ra diratonete ,
Kan du ge mig ett fullst?ndigt kontoutdrag som du delade med kasinot som visar ins?ttningen som gjorts till kasinot?
Beloppet ?r inget problem h?r alls. Ditt uttalande/sk?rmdump visar verkligen ins?ttningen i fr?ga. Men - ?r det m?jligt att det togs emot betalningar fr?n en annan person eller tredje part till ditt bankkonto strax innan du gjorde ins?ttningen till casinot? Om s? ?r fallet, kan du v?nligen f?rklara det p? ett rationellt s?tt? Vilka ?r dessa betalningar och var kom de ifr?n?
Det kan se v?ldigt suspekt ut i kasinots ?gon. Spelare ?r skyldiga att ocks? verifiera k?llan till medel, och det ?r f?rbjudet att anv?nda n?gon annans medel f?r ins?ttningar till kasinot.
Anv?nd g?rna min e-post f?r att skicka dokumentet/dokumenten ( [email protected] ).
Thank you for your email and the explanation, Rabona Casino Team.
However, maybe there is a logical explanation that could clarify the casino's suspicions. Please, look at my last email regarding the matter and provide me with the requested details.
Dear diratonete,
Can you please provide me with a complete bank statement that you shared with the casino showing the deposit made to the casino?
The amount is not a problem here at all. Your statement/screenshot really shows the deposit in question. But - is it possible that there were received payments from another person or 3rd party to your bank account shortly before you made the deposit to the casino? If so, can you please somehow rationally explain it? What are those payments and where did they come from?
It could look very suspicious in the casino's eyes. Players are obliged to also verify the source of funds, and it is prohibited to use someone else's funds for deposits to the casino.
Feel free to use my email to send the document(s) ([email protected]).
Tack f?r ytterligare information. Jag svarade p? ditt mejl med andra fr?gor. Var v?nlig kolla upp det.
K?ra diratonete ,
Tack s? mycket f?r dina e-postmeddelanden och dokumenten.
Utdragen visar dock endast transaktioner fram till 10 januari 2024, s? transaktionerna du n?mnde ovan efter detta datum, fr?n 2 andra personer, visas inte d?r. Jag fr?gade kasinot om vi beh?ver det, s? jag kommer att informera dig om det ?r n?dv?ndigt att dela det med oss n?r de har meddelat mig.
F?r n?rvarande v?ntar jag p? casinots mail och svar.
Under tiden har jag en fr?ga.
Jag s?g flera transaktioner gjorda till "Betfair Dublin" p? ditt kontoutdrag. F?rst?r jag r?tt att det ?r ett onlinecasino eller bettingwebbplats/-f?retag?
Dear Rabona Casino Team,
Thank you for additional information. I replied to your email with other questions. Please, check it.
Dear diratonete,
Thank you very much for your emails and the documents provided.
However, the statements show only transactions until January 10, 2024, so the transactions you mentioned above after this date, from 2 other people, are not shown there. I asked the casino if we need it, so I will inform you if it is necessary to share it with us once they let me know.
Currently, I am waiting for the casino's email and answers.
In the meantime, I have a question.
I saw several transactions made to "Betfair Dublin" in your bank statement. Do I understand correctly that it is an online casino or betting website/company?
Ok tack f?r feedbacken s? v?ntar jag p? svaret fr?n casinot.
Jag bekr?ftar att Betfair ?r ett onlinecasino d?r jag har spelat regelbundet i flera ?r nu p? grund av det stora utbudet av livecasino. Jag kan ?ven tillhandah?lla ytterligare kontoutdrag f?r andra ins?ttningar som skett b?de f?re och efter den period jag skickade kontoutdraget f?r.
Tack, jag v?ntar p? dina nyheter,
Daniel
Hi Branislav,
Ok thanks for the feedback then I'll wait for the response from the casino.
I confirm that Betfair is an online casino where I have been playing regularly for years now due to the large selection of the live casino. I can also provide further account statements of other deposits that took place both before and after the period for which I sent the statement.
Thank you, I await your news,
Daniel
Ciao Branislav,
Ok grazie del riscontro allora rimango in attesa della risposta da parte del casinò.
Ti confermo che Betfair è un casinò online su cui gioco abitualmente ormai da anni per la grande selezione del live casinò, eventualmente posso fornire anche ulteriori estratti conto di altri depositi avvenuti sia prima che dopo il periodo per il quale ho inviato l'estratto.
Tack f?r din bekr?ftelse. Nu st?ller jag in timern f?r kasinot, s? l?t oss v?nta p? deras svar.
K?ra Rabona Casino Team ,
Jag svarade p? ditt mejl med andra fr?gor. V?nligen kontrollera det och l?t oss veta om n?got annat beh?vs och om kasinot kan ompr?va sitt ursprungliga beslut.
Great diratonete,
Thank you for confirmation. Now I am setting the timer for the casino, so let's wait for their response.
Dear Rabona Casino Team,
I replied to your email with other questions. Please, check it, and let us know if anything else is needed and if the casino is able to reconsider its initial decision.
Vi vill informera dig om att vi efter en noggrann granskning av kontot har kommit fram till ett beslut om att betala ut det konfiskerade saldot p? kontot. Betalningen behandlades fr?n v?r sida den 07.03.2024.
V?nliga h?lsningar,
Rabona.com
Dear all,
Thank you for your patience.
We would like to inform you that after a thorough review of the account, we have come to a decision to pay out the confiscated balance of the account. The payment was processed from our side on 07.03.2024.
Tack s? mycket, Rabona Casino Team, f?r din ompr?vning. Vi uppskattar mycket ditt tillv?gag?ngss?tt och din vilja att unders?ka saken djupare ytterligare.
K?ra diratonete ,
Vid det h?r laget tror jag uppriktigt att det bara borde vara en tidsfr?ga innan betalningen kommer till dig.
Eftersom uttagsprocessen vanligtvis tar lite tid, f?rse casinot med n?gra arbetsdagar.
Jag kommer att h?lla detta klagom?l ?ppet i v?ntan p? din bekr?ftelse p? ett framg?ngsrikt uttag eller en uppdatering.
Meddela oss s? snart du f?r betalningen.
Ser fram emot att h?ra fr?n dig.
Thank you very much, Rabona Casino Team, for your reconsideration. We highly appreciate your approach and willingness to investigate the matter deeper additionally.
Dear diratonete,
At this point, I sincerely believe it should only be a matter of time before the payment comes to you.
Since the withdrawal process usually takes some time, provide the casino with a few business days.
I will keep this complaint open pending your confirmation of a successful withdrawal or an update.
Please let us know as soon as you receive the payment.
Tack, diratonete, f?r bekr?ftelsen och f?r att du anv?nder Casino Guru klagom?lsl?sningscenter. Jag ?r mycket glad att du har f?tt dina pengar. Eftersom problemet har l?sts kommer jag nu att markera ditt klagom?l som "l?st" i v?rt system. ?ven om jag verkligen hoppas att det inte kommer att h?nda, tveka inte att kontakta oss i framtiden om du st?ter p? n?gra problem med detta eller n?got annat casino. Vi ?r h?r f?r att hj?lpa.
Som ni vet tar vi inte betalt f?r v?ra tj?nster, och vi accepterar inte heller n?gra dricks. Vi skulle dock uppskatta om du kunde ta en stund att dela din upplevelse med v?ra tj?nster p? Trustpilothttps://www.trustpilot.com/evaluate/www.kpvfaw.com . En ?rlig recension och alla f?rslag du kan ha f?r att f?rb?ttra v?r process f?r l?sning av klagom?l och medling skulle uppskattas mycket. Din feedback kan visa sig vara anv?ndbar f?r andra som funderar p? att kontakta oss ang?ende onlinekasinorelaterade problem. Tack p? f?rhand f?r din tid.
Tack, Rabona Casino Team, f?r din hj?lp och ditt samarbete!
V?nliga h?lsningar,
Branislav, www.kpvfaw.com
What great news!
Thank you, diratonete, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Thank you, Rabona Casino Team, for your help and cooperation!
www.kpvfaw.com ?r en oberoende k?lla till information om onlinecasinon och onlinecasinospel, som inte kontrolleras av n?gon speloperat?r eller n?gra andra institutioner. Alla v?ra recensioner och guider skapas med st?rsta objektivitet och ?rlighet, efter b?sta k?nnedom och bed?mning av medlemmarna i v?rt oberoende expertteam. De ?r emellertid endast avsedda som informationsunderlag och ska varken tolkas som, eller anses vara, r?dgivning i juridisk mening. Du ska alltid sj?lv s?kerst?lla att du uppfyller alla r?ttsliga skyldigheter innan du spelar p? ett utvalt casino.
