Rabona Casino - Spelarens belöning är försenad på casinot.

Hello everyone, at Rabona you can earn various trophies by collecting coins, and rewards are supposed to be given at certain coin levels. I have now collected 11,000 coins, which equates to turnover and deposits of several thousand euros. According to Rabona, I should receive a €350 reward when I reach 11,000 coins, but this has not been paid out to date. I am repeatedly told that the relevant department has been informed and that I will be informed by email, but of course this has not happened. How reputable is a casino that does not adhere to its own guidelines and rules? They lure players with rewards and then the rewards are not paid out. A big minus for Rabona; they cannot recommend this casino. Attached are two screenshots on this topic. Perhaps you can help or mediate?!

Best regards, Behaba

Hallo zusammen, bei Rabona kann man durch das sammeln von Münzen verschiedene Pokale erhalten, bei bestimmten Münzständen soll es Belohnungen geben. Ich habe inzwischen 11000 Münzen gesammelt, das entspricht Umsätzen und Einzahlungen von mehreren tausend Euro. ich sollte laut Rabona 350€ Belohnung erhalten bei erreichen der 11000 Münzen, diese wurden bis dato nicht ausgezahlt, immer wieder wird mir mitgeteilt, dass die entsprechende Abteilung informiert wurde und ich per Mail informiert werde, ist natürlich nicht passiert. Wie seriös ist denn ein Casino, was die eigen Vorgaben und Regeln nicht einhält. Man lockt die Spieler mit Belohnungen und dann werden diese nicht ausgezahlt. Ein fettes Minus für Rabona, man kann dieses Casino nicht weiterempfehlen. im Anhang zwei Screenshots zu dem Thema. Vielleicht könnt Ihr helfen oder vermitteln?!

Viele Grüße Behaba

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you contacted the casino before meeting the criteria for awarding the prize?
• Did the casino outright refuse to credit you with the prize?
• Could you please share with me your communication with the casino regarding the issue after you met the criteria? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Behaba,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Rabona Casino to join this conversation and assist in addressing the complaint.

Dear Rabona Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

We kindly inform you that we are currently reviewing this request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Rabona Casino Team

Dear Behaba,

Following our communication with the relevant department regarding your recent issue, we are pleased to confirm that the €350 reward has been successfully credited to your account.

Should you have any further questions or require additional assistance, please do not hesitate to contact us.

Kind regards,

Rabona Casino Team

Dear Behaba,

Could you please confirm whether the amount of €350 has been successfully credited to your casino account?

I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Behaba,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan