Complaint #121
Rabona Casino
Request for explanation and refunrd due to unjustified deduction in withdrawal
1 year ago
On December 7, 2024, I requested a withdrawal from the Rabona betting platform for an amount of S/ 3,554 (in two parts: one of S/ 2,000 and another of S/ 1,554), following the same procedure I had used previously. However, the amount deposited into my bank account was only S/ 2,867.74, representing an excessive and unjustified deduction of S/ 684.26. In previous withdrawals made on this same platform, I always received the full amount requested.
This issue coincides with a change in Rabona’s withdrawal process, as this time I was asked to provide an additional piece of information (the BIC code), which was not previously required. Noticing this irregularity, I contacted my bank, BCP, on the same day the deposit was made (December 13, 2024). The bank confirmed that they did not apply any additional charges and that the exact amount deposited was the one indicated by the sender: S/ 2,867.74. They advised me to contact Rabona to clarify the situation and mentioned that it was highly likely that third parties were involved on Rabona’s end. If that were the case, I was never informed about this or any changes in the withdrawal process.
I proceeded to send multiple emails to Rabona between December 13 and December 22, 2024, requesting information about:
The intermediary used in the transaction (if applicable).
The reasons why I did not receive the full amount requested (emphasizing that I had never had issues before).
The changes in the withdrawal process, as there had never been deductions or problems before (and, most importantly, I was never asked for the BIC code before).
Rabona responded by stating that the issue was the responsibility of BCP, but they did not provide any evidence or information to support their claim. Since BCP already confirmed that they did not intervene in the deposited amount, I believe Rabona is failing to take responsibility for the issue. The change in the process was made by Rabona, not by BCP.
Additional background:
The deducted amount is significant and has severely affected me.
The platform did not inform me in advance of any changes in the withdrawal process that could impact the received amount.
Rabona did not provide a receipt, invoice, or proof of the transaction, making it impossible to identify the intermediary or the applied charges.
(https://rabona-9663.com/es/) – It is frustrating that, despite being a public platform allowing Peruvian players, Rabona does not have the necessary visible information, such as its corporate name, license number, main address, etc.
This issue coincides with a change in Rabona’s withdrawal process, as this time I was asked to provide an additional piece of information (the BIC code), which was not previously required. Noticing this irregularity, I contacted my bank, BCP, on the same day the deposit was made (December 13, 2024). The bank confirmed that they did not apply any additional charges and that the exact amount deposited was the one indicated by the sender: S/ 2,867.74. They advised me to contact Rabona to clarify the situation and mentioned that it was highly likely that third parties were involved on Rabona’s end. If that were the case, I was never informed about this or any changes in the withdrawal process.
I proceeded to send multiple emails to Rabona between December 13 and December 22, 2024, requesting information about:
The intermediary used in the transaction (if applicable).
The reasons why I did not receive the full amount requested (emphasizing that I had never had issues before).
The changes in the withdrawal process, as there had never been deductions or problems before (and, most importantly, I was never asked for the BIC code before).
Rabona responded by stating that the issue was the responsibility of BCP, but they did not provide any evidence or information to support their claim. Since BCP already confirmed that they did not intervene in the deposited amount, I believe Rabona is failing to take responsibility for the issue. The change in the process was made by Rabona, not by BCP.
Additional background:
The deducted amount is significant and has severely affected me.
The platform did not inform me in advance of any changes in the withdrawal process that could impact the received amount.
Rabona did not provide a receipt, invoice, or proof of the transaction, making it impossible to identify the intermediary or the applied charges.
(https://rabona-9663.com/es/) – It is frustrating that, despite being a public platform allowing Peruvian players, Rabona does not have the necessary visible information, such as its corporate name, license number, main address, etc.
Rabona Casino Complaint Stats
Resolved
82 / 86
Avg. Amount
$1,836
Avg. Complaint Duration
7 days
Avg. Response Time
2 days
Rabona Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 69 out of 73 complaints in this category have been resolved.
This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.
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