Rabona Casino - Urgent legal action request against Rabona Casino

Dear Rabona Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

It has now been 96 hours since I submitted my complaint to Rabona Casino, and I have yet to receive any form of response from them. This is absolutely scandalous and demonstrates their sheer disregard and negligence in handling issues of this nature.

Their lack of communication and action shows a level of irresponsibility that is alarming for any customer. I strongly advise anyone considering signing up with Rabona Casino to reconsider, as you may find yourself in a situation as frustrating and unresolved as mine.

Dear All,

Thank you for contacting us.

Please be informed, that due to a recent bug with points on our Website, additional Rabona points were added to the customer's account which led him to buying collection cards for these points and receiving a cash bonus upon completing a card collection as a reward.
After playing with those bonus funds, the customer requested a withdrawal and after a further review by us, we deducted the withdrawal amount in our favour, as these funds were fully obtained through a cash bonus given for bugged Rabona points.

It was done in accordance with our terms and conditions:

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

The customer didn't have any of his own funds at that moment and we deducted only the amount generated from a cash bonus prize.

Kind regards,
Rabona team

Dear Rabona Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Rabona Team,

Thank you for your response. However, I must firmly reject the assertions made regarding the so-called "bug" and the alleged bonus points added to my account.

1. **False Claim of Bonus**: Your claim that I received additional Rabona points and subsequently a cash bonus for completing card collections is entirely false. According to your own records, the last card collection bonus I received dates back to 20/11/2023, as clearly indicated. I am attaching a screenshot of this for your reference.

2. **Card Collection Bonus**: The cash bonus for completing a card collection is 100 euros per collection, making it impossible to have redeemed 700 euros all at once, as you claim. The 700 euros in question were not derived from any card collection but rather from an accumulation of points earned through tournament participation, which I had saved up over time.

3. **Points Redemption**: Approximately three weeks ago, I made the personal decision to redeem the 700 euros that I had accumulated through legitimate means. These funds were earned fairly, and your attempt to cancel my withdrawal under the pretext of "bugged points" is baseless.

4. **Transaction History**: I am attaching a detailed list of all transactions, including the inflow and outflow of funds. You will notice that the funds were obtained legitimately, and the fact that you labeled my withdrawal as "canceled" is an outright injustice. All my funds are clean, earned without exploiting any bug or violating your terms and conditions.

Your terms and conditions do not justify the unfair withholding of my legitimately earned money. This situation is a clear violation of your customer's rights, and I expect an immediate resolution with the reinstatement of my funds.

Kind regards,
Flavio
Talpa98

I would like to kindly ask if you were able to view the photos I sent with my previous message. I am unable to see them on my end, so please confirm if you received them correctly. Unfortunately the site doesn't load them in order, but the chronological order of the dates speaks for itself

In case they are not visible, I will resend the images attached to this message.

Thank you for your cooperation, and I look forward to your response.

Dear Talpa98,

After a thorough review of this, we confirm it's related to Rabona Cup and not Cards Collections, however it doesn't change the fact that Rabona points, the primary source used to obtain a cash bonus, were credited due to a malfunction in our system.

Dear Askgamblers team,
We sent all the supporting evidence to your mailbox.

Best regards,
Rabona team

Dear Rabona Team,

Thank you for your response. However, I must emphasize that the points I redeemed had been accumulated over the course of 2-3 years, long before any supposed system malfunction occurred. While it's possible that even a single point may have been mistakenly credited, this would not impact the legitimacy of the 700 euros I withdrew, as that bonus was earned through points saved up over a long period. Your records should clearly show this history.

Moreover, it strikes me as highly unusual that I appear to be the only user affected by this alleged issue, which further calls into question the validity of your claim. I would also appreciate being provided with the evidence that you have sent to the intermediary website, as I have been fully transparent with my documentation since the beginning of this dispute, yet the same transparency has not been reciprocated.

I look forward to your prompt response.

Best regards,
Talpa98

Dear @talpa98,

Rest assured that the AskGamblers Complaint Team is in contact with the Rabona Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Dear All,

Please be informed, that the malfunction happened due to Rabona Cup update with new prizes and points thresholds for receiving them. Some accounts were affected, including Talpa98's, and after a thorough review all deductions were made accordingly.

Ideally it should have happened the way, that the customer's points were recalculated and adjusted to the new Rabona Cup system without receiving any additional cash prizes, because the customer was earning his points and could receive his prizes earlier with the old Rabona Cup system (as it was demonstrated that the customer had no activity for a few months prior to sudden receipt of this bonus). And no prizes were intended to be given to him when his points were transferred and adjusted to the new system. The customer can continue playing and unlock the further prizes naturally by earning Rabona points from the point where he is now, however, unfortunately, the prize for automatic unlock of previous stage won't be available.

Kind regards,
Rabona team