Rabona Casino - Аккаунт игрока заблокирован.

Good morning friends ..

I would like your assistance with the following issue.

Since the 04/01/2023 I started to acquire winnings at the Rabona bookmaker. Gains that were not used in any irregular method, only with methods that are completely legal and traditional. In total, he had a balance of BRL 5,500 on 02/02/2023.

On the date mentioned above, I requested a withdrawal in the amount of BRL 3,000.00. Document verification was requested by the house. The next day I sent the documents (identity photo, proof of residence, selfie with the website in the background and proof of the deposit I made at the house. On 02/08 I checked my account and all the documents were approved (image attached), however the status of the account remained as "pending verification".

Behold, to my surprise, I received a notice of closure of my account on the last day 02/10/2023. Until then, ok because the house may limit me and not want me to continue betting, but in that same email Rabona informs that it will only refund my initial deposit of R$200.00. That is, the other R$ 5300.00 will simply not be paid according to them.

I sent an email asking why and they just say I didn't pass the document check. They don't explain what was done in their view of "irregular". Therefore , I see the withholding of my balance as illegal .

All proofs and emails are attached below.

Thank you for the help given

Bom dia amigos ..

Gostaria de um auxilio de vossa parte com a questão a seguir.

Desde o dia 04/01/2023 comecei a adquiri ganhos na casa de apostas Rabona . Ganhos esses que não foram utilizadas de nenhum método irregular, apenas com os métodos que são totalmente legais e tradicionais. No total possuía um saldo de R$ 5.500 no dia 02/02/2023.

Na data mencionada acima, solicitei uma retirada no valor de R$ 3.000,00 . Foi solicitado pela casa a verificação de documentos . No dia seguinte enviei os documentos (foto da identidade, comprovante de residência, selfie com o site ao fundo e comprovantes do depósito que realizei na casa. Verifiquei no dia 08/02 minha conta e todos os documentos constavam como aprovados (imagem anexo), porém o status da conta permanecia como "verificação pendente".

Eis que para minha surpresa, recebo um comunicado de encerramento da minha conta no ultimo dia 10/02/2023. Até ai, ok porque a casa pode me limitar e não querer que permaneça apostando, porém nesse mesmo e-mail a Rabona informa que apenas irá efetuar a devolução do meu depósito inicial de R$200,00. Ou seja, os outros R$ 5300,00 simplesmente não serão pagos segundo eles.

Enviei um e-mail questionando o motivo e eles se limitam a dizer que eu não passei na verificação de documentos. Não explicam o que foi feito na visão deles de "irregular". Sendo assim , vejo como ilegal a retenção do meu saldo .

Todas as provas e e-mails estão anexados abaixo.

Agradeço a ajuda prestada

Dear claudiodlopez,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good morning Petronella,

I will list below some information that may help in clarifying your questions:

On 12/27/2022 I registered at Casa Rabona and made a deposit of R$ 250.00. That first deposit was lost in sports betting. Okay, I bet and lost.

On 01/04 I made a new deposit of R$ 200.00 and it was from there that I started to obtain the gains mentioned in the complaint. I requested a first withdrawal of BRL 500.00 on 01/16/2023, which was granted (attached email). Until that moment there was no request that my documents be sent for verification, so I continued to bet normally.

Account verification was only requested on 02/02/2023 when my balance was already at BRL 5,550.00. On that same date, I requested a withdrawal of R$ 3,000.00. However, as I mentioned earlier in the complaint, I sent all the requested documents and on the Rabona website it was stated that all of them were accepted, but they never considered the verification complete (it is not known why, since all the documents were approved by them) .

The winnings I got were mostly with sports betting on E-Soccer, betting on Double Chance results (Win or draw) or Under/Over team goals. Totally legal within bookmakers.

None of the winnings were accrued through bonuses.

Bom dia Petronela,

Vou listar abaixo algumas informações que possam ajudar nos esclarecimentos das suas perguntas:

No dia 27/12/2022 me registrei na casa Rabona e realizei um deposito de R$ 250,00. Esse primeiro deposito foi perdido em apostas esportivas. Tudo ok apostei e perdi.

No dia 04/01 realizei um novo depósito de R$ 200,00 e foi a partir dai que comecei a obter os ganhos mencionados na reclamação. Solicitei um primeiro levantamento de R$ 500,00 no dia 16/01/2023 , ao qual foi atendido (e-mail anexo). Até esse momento não havia solicitação de que meus documentos fossem enviados para verificação, portanto permaneci apostando normalmente.

A verificação da conta foi solicitada apenas no dia 02/02/2023 quando meu saldo já estava em R$ 5.550,00. Nessa mesma data solicitei o levantamento de R$ 3.000,00. Porém, como citei anteriormente na reclamação, enviei todos os documentos solicitados e no site da Rabona constava que todos eles foram aceitos, porém eles nunca deram a verificação como concluída (não se sabe o motivo, já que todos os documentos foram aprovados por eles).

Os ganhos que obtive foram em sua grande maioria com apostas esportivas em E-Soccer, apostando em resultados de Dupla Chance (Vitória ou empate) ou Under/Over gols das equipes. Totalmente legais dentro das casas de apostas.

Nenhum dos ganhos foi acumulado através de bônus.

Just to make it clear . I do not wish to have my account reactivated.

I just want the balance that was on it (R$5,500.00) to be paid as it is my right.

Yesterday Rabona deposited the amount of R$ 200.00 in my account referring to the return of the last deposit made, so there is still R$ 5,300.00 left.

Thanks

Apenas para deixar claro . Não desejo ter minha conta reativada.

Quero apenas que o saldo que havia nela (R$5.500,00) seja pago como é de meu direito.

A Rabona depositou ontemo valor de R$ 200,00 em minha conta referente a devolução do ultimo depósito realizado, portanto faltam R$ 5.300,00.

Obrigado

Thank you very much, claudiodlopez, for your reply. Since you have confirmed that the issue is purely related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.