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Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Could you please advise if you had any remaining real money balance in your casino account? If yes, could you please confirm the exact sum?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Claim Details

Game type:

Slot machines.

Main fact:

The problem occurred with a balance of $102,221,953.42, at approximately 01:50:46 hrs, corresponding to the play with ID 810777753.

I have screenshots that support this information.

Problems detected:

The play history does not allow you to view all the information, because when you try to check by date, time, game or amount, the platform keeps loading and constantly repeats the last page of the history.

Due to this error, it was not possible to fully trace the plays or accurately identify when the problem occurred.

In the aforementioned play, it is clearly visible that the money corresponds to real balance and is not subject to bonuses.

This is also confirmed in the bonus history, where the balance appears as not bonused.

Withdrawal attempts:

I made multiple attempts to withdraw the balance, which were rejected or cancelled without clear justification, despite it being real money.

This situation generated a loss of trust and loss of money on the platform, since there is no consistency between the information displayed and the actions of the system.

Balance conditions:

The balance was obtained through legitimate high-value bets.

No bonds were used in obtaining that money.

Application:

I request a full review of the case, along with:

The release of the balance held at that time was the reason which triggered the problem, or

A formal and detailed explanation, supported by complete records of all plays and transactions.

Furthermore, I demand access to a complete and transparent history that allows verification of all transactions carried out.

Detalle del Reclamo

Tipo de juego:

Tragamonedas.

Hecho principal:

El problema ocurrió con un saldo de $102.221.953,42, aproximadamente a las 01:50:46 hrs, correspondiente a la jugada con ID 810777753.

Cuento con capturas de pantalla que respaldan esta información.

Problemas detectados:

El historial de jugadas no permite visualizar toda la información, ya que al intentar revisar por fecha, hora, juego o monto, la plataforma se queda cargando y repite constantemente la última página del historial.

Debido a este error, no fue posible rastrear completamente las jugadas ni identificar con precisión el momento en que se generó el problema.

En la jugada mencionada, se visualiza claramente que el dinero corresponde a saldo real y no está sujeto a bonos.

Esto también se confirma en el historial de bonos, donde el saldo aparece como no bonificado.

Intentos de retiro:

Realicé múltiples intentos de retiro del saldo, los cuales fueron rechazados o cancelados sin justificación clara, a pesar de tratarse de dinero real.

Esta situación generó una pérdida de confianza y pérdida de dineron en la plataforma, ya que no existe coherencia entre la información mostrada y las acciones del sistema.

Condiciones del saldo:

El saldo fue obtenido mediante apuestas legítimas de alto monto.

No se utilizaron bonos en la obtención de dicho dinero.

Solicitud:

Solicito una revisión completa del caso, junto con:

La liberación del saldo retenido en esos momentos motivo el cual desencadenos el problema , o

Una explicación formal y detallada, respaldada con registros completos de todas las jugadas y transacciones.

Además, exijo acceso a un historial íntegro y transparente, que permita verificar todas las operaciones realizadas.

I have screenshots of everything mentioned.

Cuento con capturas de todo lo señalado

Thank you for your response. Could you please advise if you had any remaining real money balance in your casino account at the moment of its closure? If yes, could you please confirm the exact sum?

I look forward to your reply.

Best regards,

Attila

Thank you for your response. I would appreciate it if you could provide only the information requested, as unrelated details can impede the resolution process. Could you please confirm if you have any evidence proving that you requested a self-exclusion from Rabona Casino prior to losing your funds? Thank you for your cooperation.

I do not have any formal documented proof (such as an email or ticket) that proves a self-exclusion request prior to the conflict that occurred

However, I did try to use the monitoring tools within the platform during the period when my account was having trouble withdrawing funds. These tools did not work properly, which contributed to the situation worsening.

Having said that, I consider it important to clarify that the central point of my claim does not depend on self-exclusion, but on the following verifiable facts:

Existence of a confirmed real balance of $102,221,953.42 CLP

Multiple withdrawal requests cancelled without justification

Account blocked by the operator

Lack of effective support response

Technical problems with the play history prevent a complete audit

I have evidence (screenshots) to support these points, including actual balance, play IDs, and withdrawal requests.

I request that the review of the case be based on these objective elements, as they constitute the core of the claim.

I will be attentive to the next steps.

Sincerely,

[Redacted]

No dispongo de una prueba formal documentada (como correo o ticket) que acredite una solicitud de autoexclusión previa al conflicto sucedido

Sin embargo, sí intenté utilizar las herramientas de control dentro de la plataforma durante el período en que mi cuenta presentaba problemas para retirar fondos. Estas herramientas no funcionaron correctamente, lo cual contribuyó a que la situación se agravara.

Dicho esto, considero importante aclarar que el punto central de mi reclamación no depende de la autoexclusión, sino de los siguientes hechos verificables:

Existencia de saldo real confirmado por $102.221.953,42 CLP

Múltiples solicitudes de retiro canceladas sin justificación

Bloqueo de cuenta por parte del operador

Falta de respuesta efectiva del soporte

Problemas técnicos en el historial de jugadas que impiden auditoría completa

Cuento con evidencia (capturas de pantalla) que respalda estos puntos, incluyendo saldo real, IDs de jugadas y solicitudes de retiro.

Solicito que la revisión del caso se base en estos elementos objetivos, ya que constituyen el núcleo de la reclamación.

Quedo atento a los siguientes pasos.

Atentamente,

[Redacted]

Thank you for your response. You have mentioned that the casino blocked your account. Could you please confirm whether there was any remaining balance in your account at the moment you lost access?

If so, has the casino provided any explanation for the account closure?

I look forward to your reply.

Yes. At the time I effectively lost access to my funds, there was a remaining balance of real money in my account.

The approximate balance of $102,221,953.42 CLP corresponds to the period in which the first problems and obstacles to making withdrawals began to appear, dealing with real funds, not associated with active bonuses or promotions.

It should be noted that I maintained normal access to my account as a user at all times; however, the possibility of withdrawing my funds was suddenly restricted.

This situation began to emerge after the third successful withdrawal. Subsequently, when attempting a fourth withdrawal, the request remained in "pending" status, and it was at that point that the operator imposed the restriction.

Since then, new withdrawal requests have been repeatedly rejected, with no effective record in the transaction history.

Finally, the casino did not provide a clear, specific, or definitive explanation regarding the reasons for the restrictions applied to my funds, nor the reasons why I could not freely access my available balance.

Sí. Al momento en que se produjo la pérdida efectiva de acceso a mis fondos, existía saldo restante de dinero real en mi cuenta.

El saldo aproximado de $102.221.953,42 CLP corresponde al período en que comenzaron a presentarse los primeros problemas y obstáculos para realizar retiros, tratándose de fondos reales, no asociados a bonos activos ni promociones.

Cabe precisar que en todo momento mantuve acceso normal a mi cuenta como usuario; sin embargo, de forma repentina se restringió la posibilidad de retirar mis fondos.

Esta situación comenzó a evidenciarse después del tercer retiro realizado con éxito. Posteriormente, al intentar efectuar un cuarto retiro, la solicitud quedó en estado "en curso" y fue en ese momento cuando se produjo la restricción por parte del operador.

Desde entonces, las nuevas solicitudes de retiro fueron rechazadas de manera reiterada, sin registro efectivo en el historial de transacciones.

Finalmente, el casino no entregó una explicación clara, específica ni definitiva respecto de los motivos de las restricciones aplicadas a mis fondos, ni sobre las razones por las cuales no podía disponer libremente de mi saldo disponible

Thank you for your message. I appreciate your response; however, it appears that my initial question was not fully addressed. In order to assist you further, I kindly request the following information:

1. Could you please confirm whether the funds were still available in your account at the time your account was blocked, or if the funds were lost due to your inability to withdraw them?

2. Additionally, please provide any evidence regarding the winnings in question.

Thank you in advance for your cooperation.

Dear Attila,

Thank you for your message. I appreciate your response; however, it seems my initial question wasn't fully answered. To better assist you, I kindly request the following information:

1. Could you confirm whether the funds were still available in your account at the time it was blocked, or if the funds were lost due to your inability to withdraw them?

​

2. In addition, please provide any evidence relating to the earnings in question.

I answer your questions as follows:

1. At the time my account was blocked, the funds were indeed available in my account, amounting to 102,221,953.42 when the conflicts began, so they were not lost due to my inability to withdraw them, but were held due to the block imposed without prior notice or clear justification.

​

2. Attached to this response I am sending you the corresponding proofs of the earnings: these are account statements showing the recorded income, transaction records and any document that certifies the amount and origin of the funds in question.

I must inform you that I have not been able to send screenshots through this section, so I will send the ones that prove my truth to the email registered in your profile.

I am writing to inform you that I have already sent the screenshots in 3 emails to the following address: attila.g@casino.guru

I am available to provide any additional information or documents that may be necessary to resolve this matter.

Thank you in advance for your cooperation.

Kind regards,

[Redacted]

Estimado Atila,

Gracias por su mensaje. Agradezco su respuesta; sin embargo, parece que mi pregunta inicial no fue respondida completamente. Para poder ayudarle mejor, le solicito amablemente la siguiente información:

1. ¿Podría confirmar si los fondos seguían disponibles en su cuenta en el momento en que esta fue bloqueada, o si los fondos se perdieron debido a su incapacidad para retirarlos?

​

2. Además, por favor proporcione cualquier prueba relativa a las ganancias en cuestión.

Respondo a sus consultas de la siguiente manera:

1. En el momento en que mi cuenta fue bloqueada, los fondos sí se encontraban disponibles en mi cuenta trarandose de 102.221.953,42 cuando comenzaron los conflictos, por lo que no se perdieron por mi incapacidad para retirarlos, sino que quedaron retenidos debido al bloqueo impuesto sin previo aviso ni justificación clara.

​

2. Adjunto a esta respuesta le envío las pruebas correspondientes a las ganancias: se trata de extractos de cuenta que muestran los ingresos registrados, registros de transacciones y cualquier documento que certifique el monto y la procedencia de los fondos en cuestión.

Debo informarle que no he podido enviar capturas de imagen a través de esta sección, por lo que las mismas que demuestran mi verdad las enviaré al correo registrado en su perfil.

Le comunico que ya he enviado en 3 mail las capturas al correo: attila.g@casino.guru

Quedo a su disposición para proporcionar cualquier dato o documento adicional que sea necesario para resolver este asunto.

Gracias de antemano por su colaboración.

Saludos cordiales,

[Redacted]

Dear Attila,

I am writing to clarify, correct, and complete the information I provided previously. I must inform you that my earlier response contained errors in wording and understanding of your request. This was solely due to my nervousness, anxiety, and poor state of mind at the time, as well as my poor reading comprehension, given the seriousness of the situation and the pressure of losing all my funds. For this reason, I was unable to express myself with the necessary clarity and accuracy, and I wish to rectify this now so that you have the complete and detailed truth of the matter.

The exact reality of what happened is as follows:

At the time the problems, restrictions and the first inconveniences began, the funds were fully available and complete in my account, for a total amount of 102,221,953.42.

The money was lost and consumed PRECISELY because of my inability to withdraw it.

The detailed sequence of events was:

1. From the very beginning, intermittent blocks began, which made my first three successful withdrawals extremely complex, difficult, and fraught with constant obstacles. I had to overcome numerous system errors and problems to complete them, demonstrating that the operator was already hindering my transactions from the start, although I was eventually able to complete them. Even so, my intention was always clear: to withdraw my profits and access my money.

​

2. When I tried to make the fourth withdrawal, the situation worsened considerably: the blocks became permanent and I was completely denied the withdrawal option.

​

3. Finally, the account was permanently and completely blocked, without prior notice or clear justification from the operator.

As a result of this complete block, I was absolutely unable to withdraw my money. It was the operator themselves who blocked the withdrawal function and cut off my access to my funds. Having no option, method, or way to withdraw the money, the balance remained trapped in the account and was ultimately gambled away and completely consumed solely as a consequence of this block and the restrictions they imposed.

I want to make it absolutely clear: I didn't lose the money willingly or because I decided to spend it gambling. On the contrary, I fought hard and managed to make three withdrawals despite the difficulties, demonstrating that my only goal was to collect my winnings. The total loss of my balance occurred solely because they blocked my withdrawal options, holding onto my money until it was gone.

All the evidence, screenshots, transaction logs, and receipts that support this version have already been sent to the email address attila.g@casino.guru for verification.

I apologize for any confusion my previous message may have caused due to my mood, distress, and difficulty understanding the reading at that time, and I trust that with this clarification the full truth of what happened is established.

I remain at your complete disposal for any additional information or documents you may require.

Thank you for your understanding and cooperation.

Kind regards,

[Redacted]

Estimado Atila,

Le escribo este mensaje con el fin de aclarar, corregir y completar la información que le entregué anteriormente. Debo informarle que en mi respuesta anterior hubo errores de redacción y comprensión de lo solicitado. Esto se debió exclusivamente al estado de nerviosismo, angustia, el mal estado en el que me encuentro y también producto de mi mala comprensión de lectura en ese momento, dada la gravedad de la situación y la presión por la pérdida de todos mis fondos. Por esta razón, no logré expresarme con la claridad y exactitud debida, y quiero rectificarlo ahora para que cuente con la verdad absoluta y detallada de los hechos.

La realidad exacta de lo ocurrido es la siguiente:

En el momento en que comenzaron los problemas, las restricciones y los primeros inconvenientes, los fondos se encontraban totalmente disponibles e íntegros en mi cuenta, por un monto total de 102.221.953,42.

El dinero se perdió y se consumió PRECISAMENTE por mi imposibilidad de retirarlo.

La secuencia detallada de los hechos fue:

1. Desde un principio comenzaron los bloqueos intermitentes, los cuales provocaron que mis primeros 3 retiros exitosos se lograran con muchísima complejidad, dificultad y trabas constantes. Tuve que superar muchos problemas y errores del sistema para poder concretarlos, lo que demuestra que el operador ya estaba poniendo obstáculos a mis movimientos desde el inicio, aunque al final pude completarlos. Aun así, mi intención siempre fue clara: retirar mis ganancias y disponer de mi dinero.

​

2. Al intentar realizar el cuarto retiro, la situación empeoró totalmente: los bloqueos se hicieron permanentes y me fue negada por completo la opción de retiro.

​

3. Finalmente, la cuenta fue bloqueada de forma definitiva y total, sin previo aviso ni justificación clara por parte del operador.

A raíz de ese bloqueo total, quedé absolutamente imposibilitado de retirar mi dinero. Fue el propio operador quien bloqueó la función de retiro y me quitó el acceso para disponer de mis fondos. Al no tener ninguna opción, vía ni forma de sacar el dinero, el saldo quedó retenido dentro de la cuenta y terminó jugándose y consumiéndose íntegramente únicamente como consecuencia de ese bloqueo y esas restricciones impuestas por ellos.

Quiero dejar absolutamente claro: no perdí el dinero por voluntad propia ni porque decidiera gastarlo jugando. Al contrario, luché y logré hacer 3 retiros a pesar de las dificultades, demostrando que mi único objetivo era cobrar lo ganado. La pérdida total del saldo se produjo solo porque me cerraron la posibilidad de retiro, reteniendo mi dinero hasta que se consumió.

Todas las pruebas, capturas, registros de transacciones y comprobantes que respaldan esta versión ya fueron enviados al correo electrónico attila.g@casino.guru para su verificación.

Lamento cualquier confusión que haya generado mi mensaje anterior debido a mi estado de ánimo, angustia y dificultad para comprender la lectura en ese momento, y confío en que con esta aclaración queda establecida la verdad completa de lo sucedido.

Quedo a su entera disposición para cualquier dato o documento adicional que requiera.

Gracias por su comprensión y colaboración.

Saludos cordiales,

[Redacted]

Thank you for your response and for clarifying the situation. Unfortunately, since the funds were lost during regular gameplay, there is no further action we can take in your case. Please understand that the player is solely responsible for managing their account, balance, and gameplay. While we acknowledge your frustration and agree that the situation could have turned out differently had the withdrawals been processed properly, we are unable to ask the casino to refund winnings that were lost during gameplay. We truly wish we could assist you further, but sadly, that’s not possible in this case. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.

I am sorry we could not be of more help on this occasion.

Thank you for your understanding.

Best regards,

Attila