Rabona Casino - Spelarens konto är oåtkomligt på grund av ett e-postfel.

Good morning,

About two months ago, I registered at Rabona Casino. At the same time as registering, I deposited approximately €600 and placed two bets immediately after logging in. When my session closed, I tried to log back in, but it said my information was incorrect.

It seems that I entered my email address incorrectly during registration (I must have misspelled a letter). I contacted them explaining what happened to see how I could recover my account, but they offered no solution. They told me that to resolve the issue, I have to write to them from the email address registered to the account. Obviously, that email address either doesn't exist or doesn't belong to me, since I entered the wrong email address during registration due to an error I didn't notice (it seems I must have misspelled a letter). I told them I could give them all my information: username, phone number, address, ID number... but they refuse to hear anything about it.

It was a human error on my part. I would like to recover the account since I deposited 600 euros, and all I've done is write to them by email explaining what happened, and they don't want to give me a solution to the error.

[email address hidden by Casino Guru] - that's the email I wanted to use, I made a mistake and I don't know exactly which email I should use, I duplicated some letters or wrote some letters incorrectly.

I have put this email address in the email address used at the casino because otherwise I cannot send the complaint.

Buenos días,

Hace unos 2 meses aproximadamente me registre en el casino RABONA. En el mismo momento del registro hice un ingreso de unos 600 euros aproximadamente y hice 2 apuestas enseguida que me registre con la sesión ya iniciada del registro. Cuando se me cerro la sesion intente volver a iniciar la sesion y me decia datos incorrectos.

Parece ser que a la hora del registro puse mi mail de forma incorrecta (me equivocaria en alguna letra), contacte con ellos explicandole lo sucedido para ver como podia recuperar mi cuenta y no me dan ninguna solución me dicen que para poder solucionarlo tengo que escribirles desde el mail el cual esta registrado la cuenta, obviamente ese mail o no existe o no me pertenece a mi ya que en el registro por un error del cual no me di cuenta puso el mail incorrecto (parece ser me equivocaria en aguna letra), les dijo que podia darles todos mis datos, nombre de usuarui, telefono, dirección, dni...pero no quieren saber nada.

Es un error humano el que tuve, me gustaria poder recuperar la cuenta ya que ingrese 600 euros y todo es escribirles por mail explicando lo sucedido y no me quieren dar solucion al error.

[email address hidden by Casino Guru] - ese es el mail que queria utilizar, cometi un error y no se exactamente el mail que usaria, duplicaria alguna letra o escribiria alguna letra incorrecto.

En la direccion de correo electronico usada en el casino os he puesto este mail ya que osinos no puedo enviar la queja.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is your email address the only incorrect information that you submitted during registration?
• Did you enter your true first name, surname, date of birth, address, and phone number?
• Could you please forward me the communication between you and the casino customer support regarding the issue with accessing your account? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Good afternoon,

Yes, the email address is the only incorrect information I entered. Everything else—name, surname, phone number, and ID number—is correct.

-Yes, of course I entered my real name, surname, date of birth, address and telephone number.

-He just forwarded two email threads with them.

Buenas tardes,

-Si, la dirección de correo electrónico es la unica información incorrecta que puse. Todo lo demas: nombre, apellido, teléfono y DNI es correcto.

-Si claro, por supuesto que ingrese mi verdadero nombre, apellido, fecha de nacimiento, dirección y número de teléfono.

-Le reenvió justo ahora 2 hilos de correo con ellos.

Dear Alvaro1369

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Alvaro1369,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Rabona Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and offer us your point of view? It seems that this issue can be amended quite fast - in case the player can sufficiently verify other basic information in his account. In case there are any other facts relevant to this case, please let us know here in the thread or at my email address martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Dear Alvaro1369,

Thank you for reaching out to us.

This email is to confirm that we are currently reviewing your account and investigating the details of your request. Our team is working to ensure a thorough resolution, which may take a short period of time to complete.

Once we have a definitive update or a resolution, we will notify you immediately.

We appreciate your patience while we look into this for you.

Best regards,

Rabona Casino Team

Dear casino representative,

thank you for your response. We will be awaiting the results of your investigation.

Dear Alvaro1369,

Thank you for your patience.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best regards,

Rabona Casino Team

Again…same story as by mail.

I can't provide that information because, as I explained, I made a mistake during registration and entered the wrong email address (I must have misspelled a letter, I don't know which one). However, I can provide any other information you request so you can verify that the account belongs to me (ID number, phone number, date of birth, username, full name), as well as any other documents you request (ID, proof of address, selfie with ID, etc.).

Please be serious and resolve the problem. What you're doing makes no sense; you're withholding my funds and making excuses to prevent me from recovering my account and my money.

Otra vez…misma historia que por correo.

No puedo proporcionar esa informacion porque como os he explicado me equivoque en el registro, y puse un correo electronico incorrecto (me esuivocaria en alguna letra, no se en cual) pero os puedo dar cualquier otro dato que me soliciteis para que podais verificar que la cuenta me pertenece a mi (dni, numero de telefono, fecha de nacimiento, nombre usuario, nombre completo) al igual que cualquier documento que me soliciteis (dni, prueba de direccion, selfie con el dni)…

Por favor sed serios y resolved el problema, no tiene sentido lo que estais haciendo, estais reteniendo mis fondos y sacando excusas para que no pueda recuperar mi cuenta y mis fondos.

Dear Alvaro1369,

We are writing to inform you that the typo in your registered email address has been successfully corrected in our system.

If you encounter any further issues or require additional assistance, please let us know.

Best regards,

Rabona Casino Team.

Dear casino representative,

thank you for your help in this matter.

Dear Alvaro1369,

has the issue been resolved? Do you now want to withdraw your funds or do you consider the matter closed? Please let us know.

Good morning,

Indeed, I see that the typo has been corrected and I can now access my account.

I consider the matter closed since I will use the balance I have within my account.

Thank you so much for your help!!!

Buenos dias,

Efectivamente, veo que se ha resuelto el error tipografico y ya me deja entrar a la cuenta.

Considero cerrado el asunto ya que el saldo que tengo dentro lo usare.

muchisimas gracias por la ayuda!!!

Dear Alvaro1369,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Rabona Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru