Rabona Casino - Problemi sa povlačenjem igrača dovode do nerešenih potraživanja.

Complaint Description:

I am submitting this formal complaint against Stellar Ltd – Rabona regarding multiple unresolved financial and technical claims that have been pending for over one month. Despite repeated emails, chat messages, and a formal legal notice sent on 15/10/2025, the company has not provided any resolution or official response.

Details of the dispute:

Unpaid card collection rewards: USD 430 for the first collection and USD 650 for the second collection.

Missing balance: USD 300, supported by video evidence.

Weekly cashback: USD 400 was denied arbitrarily, despite eligibility according to the company’s bonus policy.

Over 600 promotional spins and other bonuses were not added to the account.

Customer support responses have been automated or generic, and the account manager did not respond.

The company opened Ticket #37020860 (Zendesk) acknowledging receipt but failed to provide a written resolution.

Total disputed amount: USD 1,780

I request the Gaming Board of Anjouan to investigate this matter and intervene to ensure that the operator fulfills its financial obligations and complies with licensing regulations. All supporting evidence (emails, screenshots, videos, legal notice, ticket ID) is available upon request.

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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.

• Have you contacted the casino regarding each of these issues independently via support?
• Do I understand correctly, some of the bonuses were declined based on the casino's administrative decision?
• Could you please share with me your communication with the casino regarding the issue, or any other supporting evidence? 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

Hello Tomas,

Thank you for your quick response. Yes, I have contacted the casino multiple times regarding each issue separately through live chat and email over the past two months. Unfortunately, I never received any clear or official response, and most of the time the support either ignores my messages or gives vague answers without resolving anything.

To summarize the issues:

Missing card collection rewards (2 groups) – I should have received $1,080, but it was never credited.

Over 600 free spins (from promotions and card openings) were not added to my account, and I received no official explanation.

More than $300 real balance disappeared during gameplay. I provided video recordings proving this, but the casino didn’t respond.

14 Crab points balance is inaccessible due to a technical issue. The Crab page is missing, and no compensation or fix has been provided.

Weekly cashback of $400 was unfairly denied by the administration, despite it being clearly stated in the casino’s terms.

I have attached screenshots, chat transcripts, and videos proving all of these issues.

The casino repeatedly gives false or delayed answers, and they recently told me that "new internal rules" were applied retroactively without notifying players in advance, which is unacceptable.

Please find attached the evidence and communication records.

Thank you for your support.

Best regards,

Abdulla

[removed by Casino.Guru admin]

Hello Tomas,

As part of my ongoing complaint against Rabona Casino, I am attaching the full chat transcript from my conversation with their customer support agent Kristina, which took place on October 17, 2025.

This conversation clearly demonstrates the casino’s repeated lack of transparency, avoidance tactics, and failure to provide proper assistance. Key points highlighted in the chat include:

Repeated delays and copy-paste responses without providing any real solutions.

Refusal to provide a reference number or clear status updates for my existing complaint (Reference: 37020860).

Continuous redirection to "email support" despite the fact that I have sent dozens of emails over more than a month with no official reply.

Lack of accountability — every issue is pushed to another department without any follow-up.

Failure to address my outstanding claims for card collection rewards, free spins, and weekly cashback, which are well-documented and supported by evidence.

This chat serves as strong evidence of the casino’s non-responsiveness and avoidance of responsibility, further supporting my complaint.

Please find the entire chat transcript attached for your review.

Chat Transcript with Abdulla – Part 1

Chat started on 17 Oct 2025, 08:39 PM (GMT+0)

(08:39:57)

*** Abdulla joined the chat ***

(08:39:57)

Abdulla:

Hello,

I’m Abdulla, and my registered email is A**********@gmail.com.

1- I want to file a complaint against my account manager; he hasn’t responded for 4 days.

2- I want to request a change of my account manager.

Please provide me with a ticket number to follow up on the complaint and the request.

(08:40:02)

*** Kristina joined the chat ***

(08:40:04)

Kristina:

Hello! Welcome to Customer Support Service! My name is Kristina, and I will be assisting you today.

(08:40:08)

Kristina:

Kindly note that at the moment you are connected to our English customer support. However, our chat uses auto-translate mode, so please feel free to continue using your language!

Please note that some translation errors may occur, but this function should help us assist you effectively.

(08:40:08)

Abdulla:

Visitor uploaded: IMG_4818.png

[Attachment link]

(08:40:17)

Kristina:

Please give me a few minutes to check this for you, and I will be back with an answer shortly.

(08:40:17)

Abdulla:

Visitor uploaded: IMG_4819.png

[Attachment link]

(08:40:19)

Abdulla:

Visitor uploaded: IMG_4820.png

[Attachment link]

(08:42:02)

Kristina:

I am checking your request with the relevant department, so please bear with me a little longer while I wait for an update from them.

(08:42:36)

Abdulla:

Which request are you reviewing? I want to file a complaint!

(08:43:08)

Abdulla:

You just keep pasting repetitive statements without addressing the actual issue.

(08:43:15)

Kristina:

I am checking your complaint request with our relevant department, Abdulla.

(08:43:32)

Abdulla:

I haven’t filed a complaint yet!

(08:43:45)

Abdulla:

We’ll see how this ends with you.

(08:45:09)

Kristina:

Abdulla, I’m really sorry for any confusion caused. I have escalated your concerns to the relevant department and am currently waiting for their response. I’ll update you as soon as I hear back. Thank you very much for your patience.

(08:46:29)

Abdulla:

Please provide me with a reference number for the request. Please note that this chat is documented and screen-recorded from the beginning until now, and any manipulation or evasion will have legal consequences.

(08:47:01)

Abdulla:

I already have a complaint with the International Court against the company operating Rabona. Don’t add extra problems.

(08:47:13)

Kristina:

Abdulla, I completely understand your concern and respect the seriousness of your request. I have noted everything carefully, and your case is being reviewed by the relevant department now. Please stay connected here on the chat, and I’ll provide you with the reference number as soon as it’s available. Thank you very much for your patience.

(08:47:23)

Abdulla:

Visitor uploaded: IMG_4823.png

[Attachment link]

(08:47:23)

Abdulla:

Visitor uploaded: IMG_4822.png

[Attachment link]

(08:47:39)

Abdulla:

This is for confirmation. I repeat, please provide me with a reference number for the request.

(08:48:00)

Kristina:

Also, if you wish to file a formal complaint with us, please send us an email at support@Rabona.com. In the meantime, allow me a few more minutes to check the VIP Manager issue with the relevant team, and I will be back with an update.

(08:48:18)

Abdulla:

Visitor uploaded: IMG_4726.png

[Attachment link]

(08:48:32)

Abdulla:

Indeed, there are dozens of complaints with no response for over a month.

(08:48:49)

Abdulla:

That’s why an international lawsuit was filed against Rabona.

(08:48:59)

Abdulla:

The matter is now with my lawyer.

(08:49:18)

Abdulla:

Do not force me to file another lawsuit for not providing a reference number.

(08:49:28)

Abdulla:

This reflects your honesty and transparency.

(08:49:40)

Kristina:

Thank you for your patience, Abdulla. We have forwarded your complaint to the VIP Department. Please allow them some time to review your request. You will be notified by email as soon as possible. Also, as I mentioned, if you wish to file any formal complaints, please send an email to support@Rabona.com.

(08:49:46)

Kristina:

Kindly note that we do not use reference numbers.

(08:50:19)

Abdulla:

So you refuse to give me a reference number for the request and the complaint, and you confirm this?

(08:51:28)

Kristina:

Abdulla, I’m very sorry for any frustration caused. To clarify, our system does not generate reference numbers for complaints or requests. However, your case has been fully documented and escalated to the VIP Department for urgent review. You will receive updates by email as soon as possible. I truly appreciate your understanding and patience.

(08:51:32)

Abdulla:

Do you confirm that you refuse to provide a reference number for the complaint?

(08:51:40)

Abdulla:

I have a previous complaint number.

(08:51:51)

Abdulla:

I want to follow up on the complaint and the latest updates.

(08:51:54)

Kristina:

Kindly note that ALL formal complaints are processed via our email at support@Rabona.com.

(08:51:54)

Abdulla:

37020860

(08:52:27)

Abdulla:

And I told you that I sent dozens of emails and haven’t received a reply for more than a month.

Chat Transcript with Abdulla – Part 2

(08:53:00)

Abdulla:

Every day you are only adding evidence against yourselves and the fraudulent behavior of the site, which works in my favor.

(08:53:09)

Kristina:

Abdulla, I’m very sorry to hear about the delay and your frustration. I truly understand how upsetting this is. While I cannot access or provide updates on email complaints here, I’ve escalated your concerns again to the VIP Department for urgent attention. Please continue to monitor your email for any replies. Thank you sincerely for your patience.

(08:53:43)

Abdulla:

I repeat, I have a formal complaint submitted, and this is the reference number. I want to follow up on complaint 37020860.

(08:53:53)

Abdulla:

Do you refuse to provide me updates on the complaint?

(08:54:20)

Kristina:

Abdulla, I’m truly sorry for any frustration. Please understand that for security and privacy reasons, we do not process or provide updates on formal complaints through chat. All official complaints, including the one with your reference number, must be handled via email at support@Rabona.com. This ensures your case is properly documented and reviewed. Thank you very much for your understanding.

(08:55:05)

Kristina:

Is there anything else I can help you with?

(08:55:12)

Abdulla:

Yes, there is.

(08:55:36)

Abdulla:

I have pending entitlements regarding the card collections. I submitted dozens of complaints, but there was no response.

(08:55:51)

Abdulla:

I have entitlements for two card collections worth 1,030. Please add them to my account.

(08:56:40)

Abdulla:

Clearly requested:

Provide detailed status of each complaint mentioned above, with request numbers and actual actions taken in each case.

Offer clear and direct solutions to each issue, avoiding general statements or repetition.

Add all pending amounts (1,080 USD) to my account immediately, including any bonus spins or rewards used but not credited.

Provide official written confirmation that my account is unrestricted, and chat service is available again without limitations.

(08:57:28)

Abdulla:

$650 and $430 for opening two card collections.

More than 600 free spins not credited.

Multiple card-opening rewards also not credited.

As a VIP player, I expect transparent and fair treatment, with a commitment to clearly stated policies. Therefore, I request the following:

Immediate addition of weekly cashback as per previous agreed terms.

Addition of all pending entitlements mentioned above.

Provide an official clear explanation regarding the new policy, with advance notice before implementation.

(08:58:54)

Kristina:

Are you referring to sports card collections?

(08:59:04)

Abdulla:

Yes.

(08:59:09)

Kristina:

Please give me a few minutes to check this for you, and I will be back with an answer shortly.

(09:00:02)

Abdulla:

Visitor uploaded: IMG_4758.png

[Attachment link]

(09:00:02)

Abdulla:

Visitor uploaded: IMG_4757.png

[Attachment link]

(09:00:04)

Abdulla:

As shown, both collections were fully purchased, but I did not receive the rewards.

(09:00:14)

Abdulla:

Clarified.

(09:01:03)

Kristina:

I need a few minutes to look into this for you. Please stay on the chat, and I will be right back with an update.

(09:01:53)

Abdulla:

For two months you have been practicing delay and evasion, and in the end, you say to wait for an email reply. Two months, and I have received no reply.

(09:02:18)

Abdulla:

And now you will also tell me to wait for a response from the relevant department, which I reject completely.

(09:04:10)

Kristina:

I am checking your request with the relevant department, so please bear with me a little longer while I wait for an update from them.

(09:05:05)

Abdulla:

I am sure you are just evading, and I know I have not received an answer from you. I just want to confirm this so I can continue the complaint against you and prove your manipulation.

(09:06:26)

Kristina:

Should not take much longer now. Thank you for being patient. I will be back with an update shortly, and I’m truly sorry regarding the situation you’re experiencing.

(09:07:06)

Abdulla:

I swear I know that you are lying, and now you will say, "wait for a reply from the relevant department via email," or you will close or transfer the chat.

(09:08:53)

Kristina:

Just to let you know, I am still looking into your request, but it may take a few more minutes, so thank you for your patience.

(09:09:18)

Abdulla:

I swear you are lying, and I am documenting this chat to prove your lies 🤣

(09:09:33)

Abdulla:

I’ll stay with you until morning; no problem.

(09:11:13)

Kristina:

I’m sorry this is taking longer than expected. I’m following up again now. I really appreciate your patience.

(09:12:04)

Abdulla:

I swear you are lying; I am documenting everything to advance the complaint against you that shows your manipulation and deceit, to prove this to all players and official sites.

(09:13:24)

Kristina:

Still waiting on an update. I understand this delay is frustrating, and I’m truly grateful for your continued patience.

09:14:12)

Abdulla:

For confirmation, I have never been bored and will wait until morning and not leave the chat. I know you are trying hard to make me angry and leave, but I am not angry and will wait to prove to everyone that you are liars.

(09:16:39)

Kristina:

I know this is quite a wait, and I’m so sorry. I’m doing all I can to get the info you need as soon as possible.

(09:16:53)

Abdulla:

Keep lying 🤣

(09:18:29)

Abdulla:

I swear I have no problem waiting in this chat until morning, to prove to everyone your lies.

(09:18:41)

Abdulla:

Do your best 🤣

(09:19:28)

Abdulla:

And the chat has been documented from the beginning, with timestamps down to the second, everything is recorded.

(09:19:37)

Kristina:

We completely understand how you must be feeling, and we are truly sorry that this has happened.

Please know that your request is being checked with priority, and we will get back to you with an update on your email as soon as possible.

(09:19:51)

Abdulla:

Hahaha, what did I tell you?

(09:20:01)

Kristina:

Is there anything else I can help you with in the meantime?

I would also like to highlight that my personal account manager has been completely ignoring my messages for the past 5 days.

In the past, communication with my account manager was always quick and responsive. However, since the complaint was filed and the issues escalated, he has stopped replying to any of my messages or follow-ups.

This deliberate lack of response from the VIP Account Manager adds to the pattern of negligence and poor communication demonstrated by the casino.

It clearly shows that the casino’s management is not taking my case seriously and is failing to provide the level of service promised to VIP players.

Hello Tomas,

I’m attaching another chat transcript, this time with the Rabona support agent Fernand (dated October 20, 2025).

This conversation clearly shows the casino’s continuous avoidance and failure to provide weekly cashback as per their own stated terms and conditions.

Key points highlighted in the chat:

I contacted support on Monday as required by their cashback terms to manually request my weekly cashback.

My VIP manager has not responded for more than a week, and I have an active formal complaint to have him replaced.

Instead of processing my cashback, support kept delaying the issue and asked me to come back later, exactly like the previous week, when the cashback was never added at all.

I explicitly asked multiple times if they refuse to add the cashback, but they avoided giving a direct answer.

The agent confirmed that if cashback is not added automatically, I should request it through chat or my VIP manager — which is exactly what I did — but they still refused to help.

I also stated clearly that I have documented over 100 complaints via email over two months with no response.

This transcript serves as strong evidence of repeated delays, lack of accountability, and refusal to honor promotional terms, which is part of my broader complaint.

Please find the full chat transcript attached below

Please make all evidence and proof public so everyone can see it.

Hello Tomas,

I hope you’re doing well.

I would like to submit an additional piece of evidence related to my ongoing complaint #37020860 against Rabona Casino.

Attached is the full chat transcript from October 21, 2025, between myself and the support agent Jouri.

This conversation once again demonstrates the casino’s continued negligence, false promises, and refusal to resolve my cashback issue, despite my repeated attempts over the past two months.

Key points from this chat include:

The support agent repeatedly provided the same generic response ("your request has been forwarded to the VIP team") without any real action.

My request for immediate communication with a manager or supervisor was completely ignored.

The casino still refuses to provide a reference number for the complaint.

The issue of weekly cashback remains unresolved after more than two months of follow-ups.

The tone and handling of the conversation clearly show avoidance and lack of accountability.

This chat serves as strong supporting evidence of the casino’s ongoing non-responsiveness and failure to comply with its own terms.

Please add this transcript to my case file as part of the complaint documentation.

I remain available to provide any further proof or clarification if needed.

Thank you again for your time and assistance.

I truly appreciate your continued support in resolving this matter.

Best regards

And with all impudence, this was Rabonaofficial response.

Please make all evidence publicly visible so everyone can see it.

Hello Tomas,

I hope you are doing well.

I would like to submit another important piece of evidence related to my ongoing complaint #37020860 against Rabona Casino.

Attached is the full chat transcript from October 21, 2025, between myself and the Rabona support agent Neo.

This conversation further demonstrates the casino’s repeated negligence, lack of accountability, and deliberate delays in addressing my issues, especially regarding the weekly cashback that has been pending for weeks.

Key highlights from the chat:

I contacted support multiple times within the same day, yet they refused to process my cashback despite confirming eligibility.

The agent repeatedly used copy-paste responses such as "your request has been escalated to the VIP team" with no real progress.

The casino continues to ignore my emails and has not replied to over 40 messages sent to VIP@Rabona.com for more than two months.

My VIP manager has completely ignored my messages for over a week.

I clearly listed six unresolved issues (cashback, missing balances, uncredited card rewards, missing spins, and inaccessible games), none of which have been resolved or even updated.

The support agent eventually left the chat without resolving anything, which is consistent with their previous behavior.

This chat clearly shows a pattern of avoidance and lack of transparency by the casino, reinforcing my previous evidence.

Please add this chat transcript to my complaint file as official supporting evidence.

I appreciate your continued assistance and look forward to your update on the investigation.

I kindly request that all the messages, chat transcripts, and attached evidence I’ve provided regarding my complaint be made publicly visible in the discussion section of the complaint page.

This will ensure full transparency and allow everyone to clearly see the communication, responses, and proof of the ongoing issues between me and Rabona Casino.

Please confirm once the materials have been published or if any additional steps are required from my side.

Thank you for your understanding and continued support.

Best regards,

??

Thanks for your patience and for providing information in the thread and via email.

Please note that posts with personal information visible won't be made public. Due to the volume of the information provided, if you notice some of the information with personal information was made public, due to my oversight, please let me know as soon as possible.

Please note we are unable to assist with sports-betting-related issues, such as sportsbetting collections, as it's outside of our expertise and influence.

We, unfortunately, are unable to penalize online casinos for not crediting you with bonuses.

• Kindly provide evidence that you are eligible for the free spins or other bonuses you refer to in your complaint.
• Kindly provide the video evidence of the missing balance you refer to in your post with sufficient context for us to investigate.

Looking forward to your reply.

This complaint was submitted 8 days ago, and until this moment we have not received any response from Rabona.

The lack of response and disregard clearly demonstrate bad intentions and unwillingness from the casino to move forward with the settlement and pay my dues.

I kindly ask Casino.Guru to proceed with the next steps according to your complaint procedure, as the casino has failed to cooperate or respond within the given timeframe.

I am extremely disappointed that, after more than two months, neither Rabona Casino nor the Casino.Guru mediation team has provided any meaningful update or taken any visible action regarding my case.

Rabona continues to ignore all my messages and shows a complete lack of respect toward players and the complaint process. This behavior demonstrates a clear disregard for fairness, transparency, and accountability.

It is unacceptable that a licensed operator continues to act this way without any consequences. When there is no accountability, misconduct naturally increases.

This is my final and official warning:

If there is no concrete response or resolution from Rabona within 24 hours, I will escalate this matter to international legal authorities and courts, through formal legal channels and in cooperation with the appropriate regulators and consumer protection bodies.

I have been patient and respectful for more than two months, but the ongoing silence and lack of responsibility have caused significant stress and mental exhaustion. I now expect immediate and serious action.

Update (October 28, 2025):

I have recently reviewed another complaint from a Rabona Casino player regarding a delayed reward, published publicly here:

🔗 https://casino.guru/complaints/rabona-casino-player-s-reward-is-delayed-at-the-casino

In that case, Rabona responded immediately and resolved the issue by crediting the player’s reward.

However, my case — which was submitted much earlier and includes complete supporting evidence (emails, chat logs, and legal correspondence) — remains completely ignored for more than two months.

This raises serious concerns about unequal treatment, lack of transparency, and selective resolution of complaints.

Why are some players assisted right away, while others — even VIP "Legend" members — are continuously ignored despite valid evidence and dozens of follow-ups?

Such inconsistency reflects bias, unprofessional handling, and potential bad faith on the part of Rabona Casino.

I strongly urge Casino.Guru and the Anjouan Gaming Authority to review this matter carefully and hold the operator accountable for its repeated negligence.

Furthermore, my latest updates and responses in the complaint remain pending and have not been acknowledged or reviewed by anyone so far.

Why has there been no update or response from either Rabona Casino or your mediation team until now?

This ongoing silence raises even more doubts about whether these issues are truly being investigated.

Update (October 28, 2025):

Attached is clear proof from my Rabona account showing that I have already reached 17,553 points in the "Power Cup" event — well above the 11,000 points required for the $350 reward.

However, this reward was never credited, despite meeting all the terms and progress requirements.

This screenshot directly confirms my eligibility and further proves Rabona’s failure to honor their own reward system.

I kindly request this evidence to be added to my ongoing complaint (#37020860) as an official document showing that the casino continues to ignore rightful payouts.

Dear Thomas,

Thank you for your reply and clarification.

I would like to confirm that my issue is not related to sports betting in any way.

The problem concerns the "Card Collection Reward" feature inside Rabona Casino — it’s a casino-based promotional system, not sports.

Here’s how it works:

Players collect points ("coins") through deposits and gameplay.

These coins can then be used to purchase virtual card sets.

When a full set of cards is completed, the casino automatically credits a cash reward to the player’s balance.

In my case, I purchased multiple card sets using coins earned from my deposits (not sports wagers), but the promised rewards for completing those sets were never credited — even though the system shows they were achieved.

I have attached a screenshot from my Rabona account clearly showing my progress and the uncredited reward.

This is purely a casino reward issue, not a sportsbook matter.

Please let me know if you need me to re-upload the screenshots or provide additional evidence (I have all chat logs, screenshots, and videos).

Thank you again for your continued support.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.

Hello Abm91,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear all,

We kindly inform you that we are currently reviewing your 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.

Best regards,

Rabona Casino Team

Dear Abm91,

Thank you for reaching out.

The issue with the collections progress has been resolved by the technical department and we have credited $1080 to your account ($430 + $650).

Thank you for your patience and cooperation during the process.

Best regards,

Rabona Casino Team

Dear Matej and Rabona Casino Team,

Thank you for resolving the Card Collection Rewards issue and crediting $1,080 to my account.

However, several critical financial issues remain unresolved:

Missing balance: $300 during gameplay.

Weekly cashback not received: total $890 ($400 + $280 + $210).

Uncredited free spins: over 600 spins not added to my account.

Continued delay in addressing these matters constitutes a breach of the casino’s terms and policies and negatively affects my rights as a player. I hereby demand a full and immediate resolution of all pending financial and technical issues, with full restitution of all owed amounts and correction of any system or administrative errors that caused these problems.

All supporting evidence (videos, chat logs, screenshots) is available to substantiate these claims. I expect prompt action without further delay, and formal confirmation once all issues are fully resolved.

Sincerely,

Dear Rabona Casino Team,

Could you please check the issues with the missing balance, uncredited free spins and cashback issue?

Dear Casino Guru Team,

So far, I have not received any response from Rabona Casino, and the deadline is about to expire.

The following issues remain unresolved:

Missing balance of over $300.

Unpaid weekly cashback totaling $890.

Over 600 free spins not credited.

Craps game issue – I have 27 points, but the game shows "This page is not found."

My account manager had previously confirmed my eligibility for the cashback, but after I deposited and lost money, I was told that the system had changed, without any prior notice or communication.

Therefore, if the casino does not respond within the remaining hours and fails to resolve all issues, I request Casino Guru to proceed with the case and take appropriate action.

Best regards,

Dear ABM91,

Regarding the missing balance, can you please clarify if the $300 was missing while you were playing a game?

If yes, please provide the following in order for us to be able to assist you:

Game name

Date/time of the bet

Bet amount

Winning amount

Furthermore, please explain more your issue with the craps game.

Best regards,

Rabona Casino Team

Thank you for your reply.

Regarding the missing balance (a total of $300):

While I was in the main lobby, my full balance was visible.

When I entered any game, it suddenly showed a zero balance.

Then, without playing, the balance disappeared completely from my account.

This happened twice — once with $225 and once with $75.

I have already sent dozens of emails to the support team about this issue, and I have also contacted my account manager, who confirmed that the same problem happened with other players and was escalated to the technical team months ago.

To further confirm, I have just sent another email summarizing all my complaints, with each issue documented by video, screenshot, or a voice recording from my account manager.

As for the Craps game, it still doesn’t open and always shows the message "Page not found."

Thank you for your attention

Dear Rabona Casino Team,

I honestly find your response surprising.

For the past 3–4 months, I have sent you dozens of emails regarding this same issue. Each time, your support team replied with the exact same message:

"Your complaint has been received and forwarded to the relevant technical department. We will contact you by email once we have an update."

I even have an official complaint reference number for this case.

So how is it possible that after all this time — and after confirming multiple times that the issue was being handled by the technical team — you are now asking me what the problem is and requesting clarification?

Does this mean that all the complaints I sent over the past months were never reviewed or completely ignored by your team?

I believe this situation clearly shows a lack of proper follow-up from your side, and I expect a serious and transparent explanation this time.

Dear Casino Guru Team,

I have already provided all the required evidence multiple times, including videos, screenshots, and detailed emails proving the missing balance, unpaid cashback, and uncredited free spins.

Rabona Casino’s repeated request for basic details again, after more than three months of continuous communication, clearly shows a lack of proper follow-up and a pattern of delay tactics instead of resolving the issues transparently.

I have contacted the casino hundreds of times via email and live chat over the past three months without receiving any genuine response or final resolution. This complaint has also been open for almost a month here on Casino.Guru, yet the casino continues to delay and avoid accountability.

If Rabona Casino fails to provide a complete resolution within the next 12 hours, I will proceed with official action to recover all my deposits through my bank and escalate the matter to the Anjouan Gaming Board and other relevant regulatory authorities.

I also respectfully request Casino.Guru to move forward with evaluating this case as Unresolved, as the casino has clearly failed to act in good faith or meet its obligations within a reasonable time.

Should the issue remain unresolved, I will also make the full details of this case public on Trustpilot, AskGamblers, and other consumer platforms to ensure transparency and warn other players.

Thank you for your continued support and for ensuring fairness and transparency throughout this process.

Best regards,

A********* M*********** (Abm91)

Dear Abm91,

Can you please provide a detailed timestamp regarding the missing balance (date, time)? Also we have been informed by VIP department that you claim that you sent another email with all your issues contained together but we haven't found that email in our communication channels. Please re sent it and post here in this thread the details of it in order for us to be able to help.

Best regards,

Rabona Casino Team

Dear Rabona Casino Team,

Your latest response is disappointing and inconsistent.

The detailed email containing all evidence and documentation was sent to your official support address twice — first on October 27, 2025, and again on November 11, 2025 — from my registered email (abdullaalmalki91@gmail.com).

The first email (October 27) was also copied to Casino.guru’s representative, Mr. Tomas, under the subject line:

"I would like to provide additional evidence to support my existing complaint against Rabona Casino (Complaint #37020860)."

The second email (November 11) was titled:

"Abdullah Al-Malki – Qatar (Please forward this email to Account Manager Issa),"

to ensure it reached my account manager directly.

Furthermore, the same content and evidence were already posted publicly here on Casino.guru on October 27, 2025, as part of this complaint.

Therefore, your repeated request for clarification is unjustified and raises serious concerns about whether my previous submissions were ever reviewed.

I kindly ask you to acknowledge receipt of the materials, review the evidence carefully, and provide a clear and complete response instead of continuing to delay this matter.

Thank you,

A******lah M**********

Dear Abm91,

We are pleased to inform you that, as a gesture of goodwill, we have credited your account with 300 USD in relation to your claim regarding the missing balance, even though a specific timestamp for the reported issue was not provided.

Moreover, we would like to inform you that "weekly cashback" is not available anymore simply because we introduced the "daily cashback" which for your account level is 30% daily. Furthermore, you were compensated multiple times with extra gifts and bonuses by your VIP manager on top of the daily cashback. Lastly, we would like to inform you that the 650 Free spins are not available.

For any future inquiries or requests, we kindly ask that you provide sufficient information—such as timestamps or relevant details—so that we can review and assist you promptly and accurately.

Thank you for your understanding.

Best regards,

Rabona Casino Team

Dear Rabona Casino Team,

Thank you for your update.

However, your response does not address the main issues and contains several inconsistencies:

1. Missing Balance ($300)

Crediting the 300 USD is not a "gesture of goodwill".

This was a confirmed system error that occurred twice and was documented with video evidence and acknowledged by your own staff.

Therefore, it is simply a correction of a technical issue, not a voluntary bonus.

2. Weekly Cashback ($890 total)

Your explanation about "daily cashback" does not apply here.

The cashback I am claiming was earned before the new system existed.

It was confirmed by my account manager and fully valid according to your previous policy.

A new rule cannot be applied retroactively to remove previously earned rewards.

3. Missing Free Spins (650+)

Saying the spins are "not available" without explanation is unacceptable.

There are videos showing:

– Purchased spins were not added,

– Spins being cancelled automatically,

– Multiple technical issues affecting my account.

This issue remains unresolved.

4. Unaddressed Issues

Your reply did not mention:

– 27 missing Craps points ("Page not found" error)

– Repeated confirmation of technical problems by my VIP manager

– More than 40 emails without a final response

– 3 months of delays

– Changing rules without notifying players

– System bugs acknowledged by your own staff

All of these issues remain open.

5. Remaining unresolved items

$890 unpaid weekly cashback

650+ uncredited free spins

Missing Craps points

Written explanation of the technical errors

I have already provided all required evidence.

6. Next Step

I kindly request a full and final resolution.

If the matter remains unresolved, I will escalate it to the Anjouan Gaming Board and request Casino Guru to classify the case as "Unresolved".

Thank you.

A******a M*********** (Abm91)

Dear Rabona Casino Team,

Regarding the cashback issue, please clarify how the player was previously compensated.

Dear Abm91, concerning point 3, the missing free spins (650+):

Please re-upload the video here so the casino representatives can review it.

1. Purchased Cards Evidence:

Card Evidence 1 – Shows the purchase of a card and the expected reward that was never credited.

Card Evidence 2 – Shows deduction of funds without receiving the associated rewards.

Card Evidence 3 – Confirms repeated purchase attempts without reward credit.

Card Evidence 4 – Additional evidence of rewards not being credited.

Card Evidence 5 – Confirms multiple purchases without reward credit due to a recurring system issue.

2. Chat Transcripts with Support:

Chat Transcript 1 – Shows repeated requests for cashback and rewards without actual resolution.

Chat Transcript 2 – Demonstrates repeated canned responses and continued delays.

Chat Transcript 3 – Shows escalation attempts and lack of follow-up.

Chat Transcript 4 – Further evidence of mismanagement and ignoring complaints.

3. Account Manager Video (Cashback Refusal):

Cashback Refusal Video – Shows the account manager refusing to credit weekly cashback, claiming it cannot be given because I received a deposit bonus, despite my VIP Legend status entitling me to guaranteed cashback according to Rabona’s own terms.

4. Video of Account Manager Acknowledging Technical Issue:

Technical Issue Acknowledgment Video – The account manager admits the complaint was escalated to the technical department and that multiple players have been affected. This is a direct acknowledgment that the issue is on the casino’s side. Despite this, the problem has remained unresolved for over two months, and the account manager no longer responds.

5. Video Showing Balance Display Issue:

Balance Display Bug Video – Shows that while my balance appears correctly in the lobby, entering a game shows zero balance, preventing gameplay despite available funds.

6. Videos Showing Uncredited Free Spins:

Uncredited Free Spins Video – Shows purchased free spins that were never credited.

Multiple Purchases Without Spins Video – Confirms repeated card purchases without crediting the free spins due to a recurring technical issue.

7. Video Showing Denial of Weekly Cashback by Account Manager (VIP):

VIP Cashback Denial Video – Despite being a VIP Legend for over two years, I was denied weekly cashback. The account manager claimed it could not be added because I received a deposit bonus, even though bonuses are separate from cashback per Rabona’s terms, showing arbitrary management behavior.

8. Video Showing Free Spins Balance Not Working:

Unusable Free Spins Video – Shows that although I had free spins balance, it did not work when attempting to use them. This occurred dozens of times, with the spins being canceled each time without my benefit.

9. Video Showing Automatic Deduction of Balance Without Playing:

Automatic Balance Deduction Video – Shows that my balance decreases automatically without playing any games due to a technical issue. I lost over $300 this way and have not been compensated.

Dear Rabona Casino Team,

Dear Casino Guru Team,

I would like to provide an important update supported by new video evidence that clearly proves a serious and recurring technical malfunction in Rabona Casino’s system, which caused real money to disappear from my account without placing any bets.

🎥 

New Video Evidence (Recorded 2 days ago)

I am attaching two new videos that demonstrate the issue clearly:

Video 1 – Balance shows $500 in the lobby, but $0 inside the game

https://drive.google.com/file/d/1hfo8F3ZAk_h5N_bChjYIbtDysep-tofe/view?usp=drivesdk

Video 2 – After forced logout and login again, the balance becomes $0 instead of $500

https://drive.google.com/file/d/1AO1ibbBEMy8mOdupHe3mQ0pcAnuXLaUQ/view?usp=drivesdk

📌 

What the videos clearly prove

1. The actual balance was $500 and visible in the main lobby.

This confirms the amount was real and present in my account.

2. Upon entering any game, the balance immediately becomes "0".

This shows a direct malfunction between the main wallet and the game provider wallet.

3. An automatic logout occurs without my action.

4. After logging in again, the balance becomes "0 USD" instead of $500.

This proves the system removed or deducted my balance automatically without any gameplay.

This is the same exact issue that previously caused the loss of $300

($225 + $75), which the casino refunded — confirming the problem exists on your side.

The new evidence shows:

✔ The bug is still active

✔ Balance is disappearing without playing

✔ The issue is systemic and not isolated

✔ It has happened across multiple dates and sessions

🎯 

Why this matters

These videos directly support all earlier claims:

Missing balances

Free spins not credited

Cashback denied without justification

Technical problems acknowledged by the account manager

Automatic balance deductions

Repeated "wallet/game wallet mismatch" bug

This proves the issue is real, ongoing, and fully documented.

📌 

To Rabona Casino Team

Your previous response did not address these key issues, and the new videos contradict several claims previously made by your team.

Therefore, I kindly request:

1. Immediate refund of the missing 500 USD.

2. Full investigation of all previous missing balance incidents.

3. Complete resolution of the following pending issues:

890 USD unpaid weekly cashback

650+ missing free spins

Missing craps points

A written technical explanation for the recurring system malfunction

📌 

To Casino Guru Team

I respectfully request:

1. Adding these two videos to the official case file.

2. Requesting a full technical investigation from Rabona Casino.

3. Considering the new evidence in the evaluation of the case.

This is now the third documented incident of balance disappearing automatically, which proves a persistent systemic failure on the casino’s end.

Thank you for your continued support.

Respectfully

I would also like to clarify that I am requesting the full payment of all my pending entitlements, including but not limited to:

The missing balance caused by technical errors (including the recently lost 500 USD).

The 890 USD unpaid weekly cashback.

More than 650 missing free spins.

The Craps points are present in my account, but the game cannot be accessed due to a technical error ("Page not found") every time I try to enter the game.

All VIP rewards and benefits earned before any policy change.

It is unacceptable that a player at my level (VIP Legend), with extremely high deposit volumes and zero withdrawals, is being delayed or ignored for more than three months.

I expect Rabona Casino to address these issues immediately, professionally, and transparently, and to stop the continuous delays and avoidance.

I now request a full settlement of all pending entitlements, along with:

A complete investigation into the technical issues that caused real financial losses.

A written explanation describing why these repeated errors continued despite being reported hundreds of times.

Confirmation of all my rights and earned benefits as a VIP Legend player.

If these issues are not resolved within the given timeframe, I will proceed with official action to recover all my deposits through my bank and escalate the matter to the Anjouan Gaming Board and other relevant authorities.

Dear Abm91,

Thank you for your patience while we continue to review your case.

I want to assure you that we are actively looking into all of the issues you have reported.

Our team is currently examining each matter in detail to ensure that nothing is overlooked and that we fully understand the circumstances affecting your experience.

To provide you with the most accurate and comprehensive support, we will be escalating your case internally for a thorough review.

This escalation will allow the appropriate departments to assess the situation carefully and work together toward an effective and timely resolution.

Please rest assured that your concerns are being treated as a priority, and we are committed to addressing them as quickly as possible.

We will keep you updated as we progress and will reach out as soon as we have more information to share.

Thank you for your understanding.

Kind Regards,

Rabona Casino Team

Dear Rabona Casino Team,

Thank you for your reply.

However, I want to highlight an important point:

For almost four months, I have repeatedly received the exact same generic statements from your team, such as:

"Your case has been escalated to the relevant department."

"We are reviewing the issues."

"You will receive an email as soon as there is an update."

These statements were repeated dozens of times, yet during these four months:

✔ I did not receive any email from your team.

✔ None of the issues were resolved.

✔ No real progress was made.

✔ Every update was vague and repetitive.

Additionally, this complaint here on Casino.Guru has been open for over a month, and the responses remain general without providing any real action or clear explanation.

For this reason, I kindly but firmly request the following:

The exact department or team currently handling my case

A list of the specific actions that were taken so far — not general statements

A precise and final timeframe for resolving all pending issues

Written confirmation that all outstanding problems are being handled together, including:

The missing balance caused by technical errors

$890 unpaid weekly cashback

650+ missing free spins

Craps game access error (points exist but the game shows "Page Not Found")

All VIP Legend benefits earned before policy changes

The latest $500 balance disappearance documented on video

All evidence has already been submitted multiple times. Nothing else is required from my side.

At this stage, I expect a clear, detailed, and time-bound update, not another repeated general message.

Kind regards,

Abm91

Dear Rabona Casino Team,

Given my long history with your platform and my status as a VIP Legend — the highest tier in your program — I genuinely did not expect to encounter this level of mismanagement and lack of transparency.

This situation has now escalated beyond what is reasonable or acceptable.

For over two months, the communication pattern has been identical:

• Six days of silence,

• Followed by a generic message that provides no answers,

• Which resets the timer without contributing to any real progress.

This approach clearly reflects systematic delaying rather than an honest attempt to resolve the issues.

To date, not a single one of the reported problems has been addressed or resolved, despite extensive evidence and documentation provided repeatedly.

At this stage, I must request the following:

A concrete, detailed, and final response addressing each unresolved issue individually.

Immediate action rather than further repeated generic statements.

A full resolution of all outstanding matters without additional delays.

Furthermore, I respectfully ask Casino.Guru not to extend the response deadline again, unless Rabona provides a meaningful, specific, and complete update.

With only one day remaining before the current deadline, I believe it is essential that this case proceeds without further extensions, given the prolonged delays and lack of substantive engagement.

Thank you for your attention.

— Abm91

Dear Abm91,

We are truly sorry to hear about your disappointment, and we appreciate you bringing these matters to our attention. Feedback like yours helps us continually improve our services.

We have communicated with our VIP Department, and based on their latest update, no outstanding issues were reported from your side.

We have resolved the issue with the 2 collections for a total of 1,080 USD, as well as the outstanding balance of 300 USD.

With respect to the 650 free spins and the change from weekly to daily cashback, please note that these decisions fall under the authority of VIP Management.

Any adjustments or exceptions related to these benefits can only be made at their discretion.

You and the VIP department have been in frequent communication, and they are providing their best possible offers within their authority.

We kindly ask you if you still have Your issue with the Craps point and the latest 500 USD missing balance.

Thank you for your patience and cooperation.

Best Regards,

Rabona Casino Team

Dear Rabona Casino Team,

Your latest response is factually incorrect and does not reflect the reality of my case.

There are still multiple unresolved issues, fully documented with videos, screenshots, and chat transcripts.

Once again, I confirm that the following issues remain open:

The missing 500 USD (video-verified).

The Craps game access error ("Page cannot be found").

650+ missing free spins.

890 USD unpaid weekly cashback.

Damage caused by repeated technical malfunctions acknowledged by your own staff.

I also want to make something extremely clear:

I am not asking for charity or favors.

I am demanding my rightful money that was lost due to your system errors.

Failing to return these funds constitutes fraud.

For four months, you have repeated the same phrases:

"Escalated to the relevant department", "We will email you", and "We are reviewing the case".

Yet no email has ever arrived, and all your replies are generic messages posted only to reset the response timer.

This complaint has been open for more than two months, and not a single issue has been properly resolved.

Therefore, unless I receive a final, detailed, and complete resolution within the current deadline, I will have no choice but to escalate the matter through:

• Your licensing authority,

• A full chargeback of all deposits,

• AskGamblers and other consumer platforms,

• And a full submission of all documented evidence.

I expect a concrete and clear resolution — not another generic message.

— Abm91