Rabona Casino - 플레이어의 출금에 대해 분쟁이 발생하고 자금이 지연됩니다.

On December 7, 2024, I made a withdrawal request on the Rabona betting platform for an amount of S/ 3,554 (in two parts, one of S/ 2,000 and another of S/ 1,554), following the same procedure used on previous occasions. However, the amount deposited in my bank account was only S/ 2,867.74, which represents an excessive and unjustified discount of S/ 684.26. In previous withdrawals made on this same platform, I always received the full amount requested. This problem coincides with a change in the withdrawal process implemented by Rabona, since, on this occasion, I was asked to provide an additional piece of information (the BIC code) that was not previously required. Upon noticing this irregularity, I contacted my bank, BCP, on the same day of the deposit (December 13, 2024). The bank confirmed that they did not apply any additional charges and that the amount deposited was exactly the one indicated by the sender: S/ 2,867.74. They recommended me to contact Rabona to clarify the situation and that according to them and most likely there are third parties involved on the part of Rabona, AND... if such is the case, they never informed me of this or of any changes in the withdrawal process so: I proceeded to send multiple emails to Rabona between December 13 and 22, 2024, requesting information about: The intermediary used in the transaction (if such a case existed). The reasons why I did not receive the full amount requested (emphasizing that I had never had any problems before). The changes in the withdrawal process, since previously there were no discounts or inconveniences (and above all they never asked me for the BIC code). Rabona responded indicating that the problem corresponded to the BCP bank, but did not provide any evidence or information to support its response. Since BCP has already confirmed that it has not intervened in the deposited amount, I consider that Rabona is not assuming responsibility for the problem. On the other hand, the change that occurred in this process was on Rabona's part, not with BCP. Additional background: The amount deducted is significant and seriously affects me. The platform did not previously inform me if there were changes in the withdrawal process that could affect the amount received. Rabona did not provide the ticket, invoice or proof of the transaction, which makes it impossible to identify the intermediary or the charges applied. (https://rabona-9663.com/es/) --- it is annoying that being a public entity and that allows players from Peru, it does not have the necessary data visible, such as company name, license number, main address, etc. etc

 El 07 de diciembre de 2024, realicé una solicitud de retiro en la plataforma de apuestas Rabona por un monto de S/ 3,554 (en dos partes , uno de S/2,000 y otro de S/1,554) , siguiendo el mismo procedimiento utilizado en ocasiones anteriores. Sin embargo, el monto depositado en mi cuenta bancaria fue únicamente S/ 2,867.74, lo que representa un descuento excesivo e injustificado de S/ 684.26. En retiros previos realizados en esta misma plataforma, siempre recibí el monto íntegro solicitado. Este problema coincide con un cambio en el proceso de retiro implementado por Rabona, ya que, en esta ocasión, se me solicitó proporcionar un dato adicional (el código BIC) que no era requerido anteriormente. Al notar esta irregularidad, me comuniqué con mi banco, el BCP, el mismo día del depósito (13 de diciembre de 2024). El banco confirmó que no aplicaron ningún cargo adicional y que el monto depositado fue exactamente el indicado por el remitente: S/ 2,867.74. Me recomendaron contactar con Rabona para esclarecer la situación y que segun ellos y muy probablemente haya terceros involucrados por parte de Rabona , Y .. si tal caso es asi , jamas me informaron de esto o de cambios en el proceso de retiro asi que: Procedí a enviar múltiples correos a Rabona entre el 13 y el 22 de diciembre de 2024, solicitando información sobre: El intermediario utilizado en la transacción (si tal caso existiera). Las razones por las cuales no recibí el monto completo solicitado (recalcando que anteriormente jamas tuve problemas). Los cambios en el proceso de retiro, ya que anteriormente no había descuentos ni inconvenientes (y sobre todo jamas me pedian el codigo BIC). Rabona respondió indicando que el problema correspondía al banco BCP, pero no proporcionó ninguna evidencia ni información que sustentara su respuesta. Dado que el BCP ya confirmó no haber intervenido en el monto depositado, considero que Rabona no está asumiendo responsabilidad sobre el problema. Por parte el cambio que hubo en este proceso fue por parte de Rabona , no con BCP. Antecedentes adicionales: El monto descontado es significativo y me afecta gravemente. La plataforma no me informó previamente siesque hubo cambios en el proceso de retiro que pudieran afectar el monto recibido. Rabona no proporcionó la boleta, factura o comprobante de la transacción, lo que imposibilita identificar al intermediario o los cargos aplicados. ( https://rabona-9663.com/es/ ) --- es molesto que siendo una entidad publica y que permita jugadores de Peru , no tenga los datos necesarios visibles , como razón social , numero de licencia , dirección principal , etc. etc

Dear gabrielaramirez,

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.

Could you please send me a screenshot of your casino profile showing the withdrawals you made on 7 December?

Could you also kindly forward me your bank statement starting from 7 December until today? My email address is [email protected].

Am I correct in understanding that you made two separate withdrawal requests but the casino paid you the entire sum in a single transaction?

Have you contacted customer support to ask why you received less money than you requested?

Did you accumulate your winnings with or without a bonus?

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

• I can send you a screenshot of the withdrawals I made that day.

• I also have a previous screenshot for reference. However, I will try to request a bank statement from BCP for the month of December to have a more up-to-date backup. In the meantime, I will send you the information I have available.
• Regarding the third query, yes, what happened is quite strange. I requested two separate withdrawals, but the money arrived in one transaction, which I find unusual.
• As for communication with both entities, the bank and the bookmaker… I did contact BCP and they confirmed that they did not make any deductions. According to what they informed me, if any discount had been applied, it would appear reflected in my bank statement (or transactions), but this is not the case. However, Rabona only indicated that the responsibility lies with the bank, without offering a clear explanation.
• I want to emphasize that the money involved comes from my funds and my earnings, not from bonuses or promotions.

I sincerely hope that you can help me with this problem, as I consider this to be a case of misappropriation. If Rabona claims that it does not have my money and BCP confirms that it has not applied any discounts, then where is the money? It cannot have disappeared without reason.

• Puedo enviarles captura de pantalla de los retiros que realicé ese día.

• También tengo una captura de pantalla previa como referencia. No obstante, intentaré solicitar a BCP un extracto bancario del mes de diciembre para contar con un respaldo más actualizado. Mientras tanto, les enviaré la información que tengo disponible.
• Con respecto a la tercera consulta, sí, lo que ocurrió es bastante extraño. Solicité dos retiros por separado, pero el dinero llegó en una sola transacción, lo cual considero inusual.
• En cuanto a la comunicación con ambas entidades , el banco y la casa de apuestas … sí me contacté con BCP y ellos me confirmaron que no realizaron ninguna deducción. Según me informaron, si se hubiera aplicado algún descuento, este aparecería reflejado en mi extracto bancario ( o movimientos ) , pero no es el caso. Sin embargo, desde Rabona solo señalaron que la responsabilidad es del banco, sin ofrecer una explicación clara.
• Quiero recalcar que el dinero involucrado proviene de mis fondos y de mis ganancias, no de bonos ni promociones.

Espero sinceramente que puedan ayudarme con este problema, ya que considero que se trata de un caso de apropiación indebida. Si Rabona asegura que no tiene mi dinero y BCP confirma que no ha aplicado descuentos, ¿Dónde está entonces el dinero? No puede haber desaparecido sin motivo.

Thank you for your emails.

Could you please forward me the communication between you and the casino customer support regarding the withdrawal fees?

Also, kindly include the communication with your bank as well.

Thank you for your patience and cooperation.

I am sending you again some of the communications I have received by email, in which it is evident that you have not provided a concrete solution to my case. In addition, you insist on pointing out that the person responsible for the discounts is my bank, which is not true.

I want to emphasize that I have been playing with them for a long time and I never had this problem until they changed the withdrawal process. Before, they never asked me for the BIC code, but since they implemented this requirement, the discounts on my withdrawals started. This makes me sure that the problem lies in this change.

Regarding my communication with the bank, this was done by phone (the only way to deal with these problems or in person), and according to their terms and conditions, any commission they charge must be reflected in the transaction history or in the bank statement. As I have already sent you this information by the email you indicated, it is clear that the bank did not apply any commission and, therefore, is not responsible for the discounts.

In summary:

The discounts on my withdrawals coincided exactly with the change that the Rabona bookmaker made in the withdrawal process, when requesting the BIC code, even though my account was already saved and I had made withdrawals without problems before.

My bank is not responsible, since if a fee were applied, it would be reflected in my bank statements, which has not happened.

Les envío nuevamente algunas de las comunicaciones que he tenido por correo electrónico, en las cuales se evidencia que no han brindado una solución concreta a mi caso. Además, insisten en señalar que el responsable de los descuentos es mi banco, lo cual no es cierto.

Quiero recalcar que he jugado durante mucho tiempo con ellos y nunca había tenido este problema hasta que cambiaron el proceso de retiro. Antes, nunca me solicitaron el código BIC, pero desde que implementaron este requisito, comenzaron los descuentos en mis retiros. Esto me hace estar segura de que el problema radica en dicho cambio.

Respecto a mi comunicación con el banco, esta se realizó vía telefónica (única atención para tratar estos problemas o vía presencial) , y según sus términos y condiciones, cualquier comisión que cobren debe reflejarse en el historial de movimientos o en el extracto bancario. Como ya les envié esta información por el correo que me indicaron, queda claro que el banco no aplicó ninguna comisión y, por lo tanto, no es responsable de los descuentos.

En resumen:

Los descuentos en mis retiros coincidieron exactamente con el cambio que la casa de apuesta Rabona realizo en el proceso de retiro, al solicitar el código BIC, a pesar de que mi cuenta ya estaba guardada y había realizado retiros sin inconvenientes anteriormente.

Mi banco no es responsable, ya que, en caso de aplicar una comisión, esta se reflejaría en mis movimientos bancarios, lo cual no ha sucedido.

Thank you very much, gabrielaramirez, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you gabrielaramirez for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rabona Casino for their help in resolving this complaint. We would like to know why was the withdrawal fee applied and what can we do to help resolve this issue.

Thank you!

Dear gabrielaramirez,

In order to proceed with our investigation, I’d like to ask if you happen to know anyone else who plays at Rabona Casino or if you’ve had any previous interactions with other users on our platform that may be relevant to your case. We have some suspicions regarding potential collusion with other users, and understanding your connections could be helpful in clarifying the situation.

Your cooperation is greatly appreciated, and we are here to support you in seeking a fair resolution.

My friend Tiffani was the one who recommended me to play at Rabona, as she had had experience at this bookmaker. Even though she already had problems with Rabona, I decided to try the service long after she started playing. Why did I play even though she already had problems? Simply because I didn't plan on making big deposits, and I took precautionary measures when playing. For this reason, whenever I played, I made withdrawals in two parts or in one, avoiding large sums at risk.

My experience with Rabona was not as bad as my friend's, both in terms of amounts and time. The problems we have had are different, but both cases are legitimate problems with the same bookmaker. (It should be noted that we have NEVER played at the same time, that is, when her account was closed, a long time passed before I played, AT NO TIME DID WE PLAY AT THE SAME "TIME").

I searched for a solution on my own, but after not getting any satisfactory answers, I decided to turn to this forum, as I have seen that they have an excellent reputation for resolving problems. That is why I recommended my friend to take her case here as well.

As for the possibility of collusion, I don't think this term can be applied in our case. Although we are both users affected by Rabona, our cases are different.

I hope I have explained well, I will be attentive to your comments.

Mi amiga Tiffani fue quien me recomendó jugar en Rabona, ya que ella había tenido experiencia en esta casa de apuestas. Aunque ella ya tenía problemas con Rabona, yo decidí probar el servicio mucho después de que ella comenzara a jugar. ¿Por qué jugué a pesar de que ella ya tenía problemas? Simplemente porque no planeaba realizar grandes depósitos, y tomé medidas de precaución al jugar. Por esta razón, siempre que jugaba, hacía retiros en dos partes o en una , evitando grandes sumas en riesgo.

Mi experiencia con Rabona no fue tan grave como la de mi amiga, tanto en términos de montos como de tiempo. Los problemas que hemos tenido son diferentes, pero ambos casos son problemas legítimos con la misma casa de apuestas. ( cabe recalcar que JAMAS hemos jugado en la misma época , es decir cuando a ella ya le cerraron su cuenta paso mucho tiempo para que yo juegue , EN NINGUN MOMENTO JUGAMOS EN EL MISMO "TIEMPO" )

Busqué una solución por mi cuenta, pero después de no obtener respuestas satisfactorias, decidí acudir a este foro, ya que he visto que tienen una excelente reputación en la resolución de problemas. Fue por eso que le recomendé a mi amiga que también llevara su caso aquí.

En cuanto a la posibilidad de colusión, no creo que se pueda aplicar este término en nuestro caso. Aunque ambas somos usuarias afectadas por Rabona, nuestros casos son distintos.

Espero que haber explicado bien , estaré atenta a sus comentarios

Thank you for the explanation gabrielaramirez, we are discussing your case internally and we will keep you updated about any new developments. Thank you for your patience during this time!

Thank you for your patience gabrielaramirez, we will continue the resolution of your complaint now.

Dear Rabona Casino representative, we would like to know why was the withdrawal fee applied and what can we do to help resolve this issue. Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I find what Rabona does with its users unprofessional. I'm certainly not the only one, and yet they still don't respond... although in previous comments they said they were handling my case internally, did they communicate with Rabona internally?

me parece poco profesional lo que hace Rabona con sus usuarios , de seguro no soy la única , y aun así no responden ... , aunque en comentarios anteriores dijeron que estaban tratando mi caso internamente , se comunicaron con Rabona de manera interna?

Hello gabrielaramirez,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Well, I hope they get in touch with the betting house and find a solution.

Bueno , espero se lleguen a comunicar con la casa de apuestas y se encuentre una solucion

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I would have recommended you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the site, however, the casino doesn't display its validator on the site possibly in an attempt to prevent players from escalating their complaints. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Rabona Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I am waiting for any comments in order to resolve it as quickly as possible.

Estoy pendiente y a la espera de cualquier comentario con la finalidad de resolverlo lo mas rápido posible

Dear Peter,

We would like to thank you to reopen this case.

Dear gabrielaramirez,

Thank you for reaching out to us.

We are deeply sorry to hear about missing funds and want to assure you that we will do our best in order to get to the bottom if this.

We would kindly like to ask you to provide us with a bank statement of December 2024 in order for us to further investigate the missing funds.

Please send us the document here or send a reply to the email we just send to you.

Thank you for your understanding.

Kind regards,

Rabona Casino Team

It won't let me upload the PDF, I just sent it to your email, there you can see the discount that was given, the rest of the information I already explained to you in previous emails and in the same forum

No me deja subir el PDF , se lo acabo de enviar al correo , ahí puede ver el descuento que hubo , la demás información ya se lo explique por correos anteriores y en el mismo foro

Dear gabrielaramirez,

Thank you for the provided documents via email.

We would kindly like to inform you that we forwarded all information to the relevant department which will further investigate your missing funds.

We will inform you as soon as possible with further details.

We thank you for your patience and understanding.

Kind regards,

Rabona Casino Team

Dear gabrielaramirez,

Thank you for the provided documents via email.

We would kindly like to inform you that we forwarded all information to the relevant department which will further investigate your missing funds.

We will inform you as soon as possible with further details.

We thank you for your patience and understanding.

Kind regards,

Rabona Casino Team

Dear gabrielaramirez,

Thank you for your patience.

We would kindly like to inform you that we contacted your payment provider in order to find a reason of the deduction.

We can confirm that the fees were charged by your payment provider.

We kindly recommend that you contact your bank directly to obtain a detailed breakdown of the charges and to confirm the exact reason for the reduced amount received.

Thank you for your understanding.

Kind regards,

Rabona Casino Team

• Change in the process without prior notice:

In all my previous withdrawals, I always used the same method (bank transfer), receiving the full amount within very short periods of time. However, in my last withdrawal , additional information such as the ICC and BIC/SWIFT code were requested—information that had never been requested before . This change, which coincided with the delay and the deduction of the amount, cannot be considered a mere coincidence . It's clear that a new procedure was implemented or the withdrawal provider was changed, and this was never communicated to users.

• Consolidation of two withdrawals into a single transaction:

I made two separate withdrawals, but both amounts arrived in my account as a single combined transaction, which is not the normal procedure . If withdrawals are made separately, it's logical that they would also arrive separately. This change also reinforces the fact that there was an internal change in their process, without any prior notification.

• Liability for commissions of intermediary banks:

I contacted my bank, and they confirmed that the amount they received was S/. 2,867.74, with a discount already applied. They informed me that intermediary banks likely deducted the fees, which is understandable as long as there was prior warning. However, Rabona never communicated that third-party fees could now be applied, which represents a lack of transparency.

Conclusion:

I understand that the discount was not made directly by Rabona, but since they did not previously inform me about these changes in the withdrawal process (they did not notify me by email, live chat, or on the withdrawal page), nor about the possibility of charges by intermediary banks, you are responsible for the consequences of such omission.

For all the above reasons, I kindly request a refund of the deducted amount, as it was a financial loss caused by a change in your system that was never communicated . Before this change, I always received the funds in full and without delay, which reinforces my position that the problem stems exclusively from internal changes that were not reported on your part.

• Cambio en el proceso sin previo aviso:

En todos mis retiros anteriores, siempre utilicé el mismo método (transferencia bancaria), recibiendo el monto completo y en plazos muy cortos. Sin embargo, en mi último retiro, se solicitó información adicional como el CCI y el código BIC/SWIFT, datos que jamás se habían requerido antes. Este cambio, que coincidió con la demora y la deducción del monto, no puede considerarse una simple coincidencia. Es evidente que se implementó un nuevo procedimiento o se cambió de proveedor para los retiros, y esto nunca fue comunicado a los usuarios.

• Unificación de dos retiros en una sola transacción:

Realicé dos retiros por separado, pero ambos montos llegaron a mi cuenta como una única transacción sumada, lo cual no corresponde al procedimiento habitual. Si los retiros se hacen por separado, lo lógico es que lleguen también por separado. Esta modificación también refuerza que hubo un cambio interno en su proceso, sin ninguna notificación previa.

• Responsabilidad por comisiones de bancos intermediarios:

Me comuniqué con mi banco y confirmaron que el monto que les llegó fue de S/ 2,867.74, es decir, ya con un descuento aplicado. Me informaron que probablemente fueron bancos intermediarios quienes descontaron comisiones, lo cual es entendible siempre y cuando exista una advertencia previa. Sin embargo, Rabona jamás comunicó que ahora podrían aplicarse comisiones de terceros, lo cual representa una falta de transparencia.

Conclusión:

Entiendo que el descuento no fue realizado directamente por Rabona, pero al no haber informado previamente sobre estos cambios en el proceso de retiro(no avisaron ni por correo , ni por chat en vivo , ni por la pagina de retiro) , ni sobre la posibilidad de cobros por bancos intermediarios, ustedes son responsables por las consecuencias de dicha omisión.

Por todo lo expuesto, solicito amablemente la devolución del monto descontado, ya que fue un perjuicio económico generado por un cambio en su sistema que no fue comunicado en ningún momento. Antes de este cambio, siempre recibía los fondos de forma completa y sin demoras, lo cual refuerza mi posición de que el problema surge exclusivamente a raíz de modificaciones internas no informadas por su parte.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We would like to kindly inform that we are currently working with our relevant department for further review.

Please rest assured that as soon as we receive any updates, we will share them with you immediately.

We appreciate your patience.

Best Regards,

Rabona Casino Team

The truth is there is not much to review, but ask yourself... how is it possible that there were no problems before, being the same withdrawal method and similar withdrawals... the guilty ones are you who either changed something, and simply did not notify absolutely ANYTHING of this change

La verdad no hay mucho que revisar , sino pregúntense … como es posible que antes no haya problemas , siendo el mismo método de retiro y retiros similares … los culpables son ustedes que o bien cambiaron algo , y simplemente no avisaron absolutamente NADA de este cambio

Dear Peter,

We would kindly like to ask you to check your emails where we send you additional information regarding this case.

Dear gabrielaramirez,

Thank you for your reply. We truly understand your frustration.

We would kindly like to ask you to provide us with the communication of your bank where it is stated that no charges were made from their end as we received contrarily information and want to get to the bottom of this case.

Thank you for your understanding and cooperation.

Best Regards,

Rabona Casino Team

All processes with the bank are done by phone, where they told me that they received ONLY the amount that arrived at the bank (what is shown in my history). They also told me that apparently the money went through intermediary banks where said banks took a certain commission... something that you never told me about.

I repeat, there was a discount, yes, there was, from whom? From the intermediary banks

The question here is WHY? Why not before? Why didn't they notify me? Why did they ask for more requirements and never notify me that my money was going to take another route?

todo proceso con el banco es a traves de llamada , donde me indicaron que ellos recibieron UNICAMENTE el monto que llego al banco ( lo que se visualiza en mi historial ) , me dijeron a su vez que al parecer el dinero paso por bancos intermediarios donde dichos bancos agarraron cierta comisión … cosa que ustedes jamás avisaron

Vuelvo a repetir , de que hubo un descuento , si , lo hubo , de quien ? de los bancos intermediarios

La pregunta acá es PORQUE ,. por que no antes ? por que no avisaron ? por que pidieron mas requisitos y jamás avisaron de que mi dinero iba a tomar otra vía

Dear gabrielaramirez,

Thank you for your reply.

We would kindly like to ask you to provide us with your banks communication to further review this case.

As already stated before, the payment provider informed us that your bank charged those fees and we provided this communication also to Peter.

Based on this, we would kindly like to ask you to provide us with the said communication, where it is clearly stated from your bank that those fees were not charged by your bank, in order for us to further proceed with our investigation.

We thank you for your understanding and cooperation.

Best Regards,

Rabona Casino Team

What do I do? Do I record the call or what? Gentlemen, excuse me, but don't you realize that SINCE YOU REQUESTED MORE DATA AT THE TIME OF WITHDRAWAL, that's where the discount appeared? The commissions or the discounted money are, without a doubt, from INTERMEDIARY BANKS... but here I hold you responsible for not giving any notice at all.

como hago , grabo la llamada o que ? señores disculpen pero acaso no se dan cuenta que DESDE QUE USTEDES SOLICITARON MAS DATOS EN EL MOMENTO DE RETIRAR , es donde dicho descuento apareció ??? las comisiones o el dinero descontado es si o si de BANCOS INTERMEDIARIOS … pero acá yo les responsabilizo a ustedes por no avisar absolutamente nada

Thank you to both parties for the update.

Dear Rabona Casino representative, We would like to kindly request whether it would be possible for you to liaise with your intermediary banking partners in order to further investigate the transaction in question. Specifically, we are seeking confirmation as to whether any deductions or outstanding fees may have been applied during the transfer process, which could explain the discrepancy in the final amount received.

Your assistance in clarifying this matter would be greatly appreciated, as it will allow us to ensure full transparency for the player and confirm that all funds have been accounted for appropriately.

Dear All,

Thank you for your reply.

We would kindly like to inform you that we forwarded the case for further investigation and are waiting for additional information.

We will provide further details to this case as soon as possible.

We thank you for your patience and understanding in this matter.

Best Regards,

Rabona Casino Team

My bank CLAIMS that there were discounts but through the intermediary banks, the path my money was going to take NEVER INFORMED ME

Mi banco AFIRMA que hubo descuentos pero por los bancos intermediarios , dicho camino que iba a tomar mi dinero JAMAS ME LO INFORMARON

Dear gabrielaramirez,

Thank you for your reply and patience in this case.

We would kindly like to ask you to check your emails where we offered you a refund of the charged fees during your withdrawal request.

If you agree to this offer please answer the email and provide us with your details.

We are looking forward to your reply.

Best Regards,

Rabona Casino Team

I'd like to know if this refund will be made using the same method used to deduct my previous two withdrawals, or if you will send the S/685 directly. If so, will I receive exactly S/685, or will a similar discount be applied to the previous withdrawals?

Quisiera saber si este reembolso se realizará mediante el mismo método por el cual se descontaron mis dos retiros anteriores, o si ustedes enviarán directamente los S/ 685. En ese caso, ¿recibiré exactamente los S/ 685, o se aplicará algún descuento similar al de los retiros anteriores?

Dear gabrielaramirez,

Thank you for your reply.

Please find the answer send by email.

We are not charging any fees, in case your payment provider is raising fees this lays out of our responsibility as per our terms and conditions.

Best Regards,

Rabona Casino Team

I've noticed that they're currently requesting information such as the ICC or BIC code for withdrawals, which indicates that the money is being sent via international wire transfer. This method involves intermediary banks, which charge fees that ultimately reduce the amount I ultimately receive.

Previously, I simply provided my account number and the withdrawal amount, and the money arrived in full, without any deductions for third-party fees.

Could you please send the money the way you did six months ago? That is, using only my account number, without going through an international transfer, to avoid intermediary bank fees.

I appreciate your attention and hope you can support me with this request.

The main problem is that you're sending the money using a method you didn't use before. This change in the transfer method is what's generated fees that didn't exist before. Therefore, I kindly ask that you send me the money as you did before... simply with my account number.

He notado que actualmente están solicitando datos como el CCI o el código BIC para realizar los retiros, lo cual indica que el envío del dinero se está haciendo mediante transferencia internacional. Este método involucra bancos intermediarios, los cuales aplican comisiones que terminan reduciendo el monto que finalmente recibo.

Anteriormente, bastaba con proporcionar mi número de cuenta y el monto a retirar, y el dinero llegaba completo, sin descuentos por comisiones de terceros.

¿Podrían por favor realizar el envío como lo hacían hace medio año? Es decir, solo con mi número de cuenta, sin pasar por una transferencia internacional, para evitar las comisiones de bancos intermediarios.

Agradezco su atención y espero puedan apoyarme con este pedido.

El problema principal es que ustedes están enviando el dinero a través de un método que antes no utilizaban. Este cambio en la vía de envío es lo que ha generado las comisiones que antes no existían. Por eso le pido amablemente que me envíen el dinero como lo hacían antes … simplemente con mi numero de cuenta

Dear gabrielaramirez,

Thank you for your reply.

As already stated previously, the deduction fees were made by your payment provider.

We do not have any influence if your payment provider raises those fees.

Please let us know if you would like to proceed with the transaction or would like to close the case.

Best Regards,

Rabona Casino Team

Yes, I'd like to continue, but first, I want to make everything clear. Also, why do you assume my bank or your method was responsible? All of this happened right when YOU changed your withdrawal method, requesting information from the user to make INTERNATIONAL TRANSFERS, such as the BIC or SWIFT code and the CCI. It's clear that this started when you changed the information you requested for withdrawals... that's why I'm now afraid it will happen again... or is there no other way?

Sí, deseo continuar, pero antes quiero dejar todo en claro. Además, ¿por qué asumen que mi banco o su método fueron los responsables? Todo esto ocurrió justo cuando USTEDES cambiaron su método de retiro, solicitando al usuario datos para realizar TRANSFERENCIAS INTERNACIONALES, como el código BIC o SWIFT y el CCI. es notorio que esto empezó desde que ustedes cambiaron los datos que solicitaban para retirar … es por eso que ahora tengo ese temor , que vuelva a pasar … o no hay otra vía ?¿

Dear gabrielaramirez,

Thank you for your reply.

As already mentioned before deductions or fees were not raised by us.

Your payment provider was deducting those fees.

In order to secure that these fees will not be deducted in the following payment, please consult with your provider.

As it seems we stuck now in solving your case as you did not provide us with your details in order to initiate your payment.

In case you would like to proceed with the payment please send us your details as mentioned in the email.

If we do not receive your information we kindly inform you that there is nothing more we could do at that point and we will be forced to close your claim.

Thank you for your understanding.

Best Regards,

Rabona Casino Team

Dear gabrielaramirez,

Thank you for your reply. 

We would kindly like to ask you to answer to the email send to you and provide your data within the email.

Please find in the following the email:

We would kindly like to draw your attention to the following article in our terms and conditions: 

6.1: When you open an account at the Website you agree that the financial operations connected to your account will be processed directly by the company, an operator of a payment system, and/ or by a third party designated by the company to perform this activity. 

In case you would like to proceed please provide us the following information: 

Full Name (please provide all names including middle name)

Email

Name of the owner of the bank account

IBAN

BIC

Bank name

Bank location (country)

Kind regards,

Rabona Casino Team

Okay, I'll be sending you everything you ask for by email.

Okey , todo lo que me piden le estaré enviando por correo

Thank you to both parties for the update. Please keep us informed about any new developments.

Dear gabrielaramirez,

Thank you for your details.

Please be informed that we forwarded your information to the relevant department which will review and, if everything is correct, initiate your payment in the nearest time.

Thank you for your understanding.

Best Regards,

Rabona Casino Team

I have received an email stating that the withdrawal was made. Please, Casino Guru team, I would like you to wait for the money to arrive in my bank account, so that this case can be closed.

Me han llegado correo de que el retiro fue realizado , por favor equipo de Casino Guru , quisiera que me esperen a que el dinero llegue a mi cuenta bancaria , y así puedan cerrar este caso

Dear gabrielaramirez, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear gabrielaramirez,

We would kindly like to inform you that your pay data is incorrect, therefore we are unable to successfully transmit the payment. 

We would kindly like to ask you to provide us with the correct data.

Please provide the pay data correctly and separated: account number, BIC OR IBAN.

We are awaiting your email reply with the data in order to finalize your payment.

Thank you in advance. 

Best Regards,

Rabona Casino Team

Thank you for providing the information gabrielaramirez, but please provide this data directly to the casino support too. Thank you in advance for your cooperation!

Dear gabrielaramirez,

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation.

Please don't hesitate to contact us in case of further questions.

Best Regards,

Rabona Casino Team

Thank you very much for the update Rabona Casino representative.

Dear gabrielaramirez, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear gabrielaramirez,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Recently, the remaining amount I was supposed to receive was S/ 684.26, however, only S/ 424.05 arrived in my bank account, meaning a new deduction of S/ 260.21. When I contacted my bank, they informed me that this deduction corresponded to fees charged by two intermediary banks involved in the transfer. According to their explanation, these entities charged for the service because the money was sent through third parties and not directly.

This raises several concerns:

Why are they sending the money through intermediary banks?

What's changed in your withdrawal system? Previously, funds arrived in full and without delay.

If you accept Peruvian players, why not offer a local withdrawal option that guarantees the money arrives in full, just as requested?

I understand there may be internal processes or changes in payment policies, but I find it unfair that users end up having to pay additional fees that aren't disclosed beforehand at the time of withdrawal. If they allow seamless deposits from Peru, they should also offer an efficient solution free of hidden fees when withdrawing.

Recientemente, el monto restante que debía recibir fue de S/ 684.26, sin embargo, solo me llegó a mi cuenta bancaria la suma de S/ 424.05, es decir, hubo una nueva deducción de S/ 260.21. Al comunicarme con mi banco, me informaron que dicho descuento corresponde a comisiones cobradas por dos bancos intermediarios involucrados en la transferencia. Según su explicación, estas entidades cobraron por el servicio debido a que el dinero fue enviado a través de terceros y no de manera directa.

Esto plantea varias inquietudes:

¿Por qué están enviando el dinero a través de bancos intermediarios?

¿Qué ha cambiado en su sistema de retiros? Antes los fondos llegaban completos y sin demoras.

Si aceptan jugadores peruanos, ¿por qué no ofrecen una opción de retiro local, que garantice que el dinero llegue completo, tal como se solicita?

Entiendo que pueden haber procesos internos o cambios en las políticas de pago, pero considero injusto que el usuario termine asumiendo comisiones adicionales que no se informan previamente al momento del retiro. Si permiten depósitos sin problemas desde Perú, deberían ofrecer también una solución eficiente y libre de comisiones ocultas al momento de retirar.

Dear gabrielaramirez,

Thank you for your reply.

Please be informed that we forwarded your bank statement to the relevant department which will further review and contact you with updates as soon as possible.

Thank you for your understanding.

Best Regards,

Rabona Casino Team

But why don't you answer my questions?

Why are they sending the money through intermediary banks?

What's changed in your withdrawal system? Previously, funds arrived in full and without delay.

Pero por que no responden a mis preguntas ?

¿Por qué están enviando el dinero a través de bancos intermediarios?

¿Qué ha cambiado en su sistema de retiros? Antes los fondos llegaban completos y sin demoras.

Dear gabrielaramirez,

Thank you for your reply.

We are currently investigating your transaction.

We would kindly like to ask you for a little patience until we gather all information.

You will be contacted with further updates as soon as possible.

We thank you for your patience.

Best Regards,

Rabona Casino Team

I'd like to make it clear that the money hasn't been lost, nor am I accusing anyone of theft. My comment is directed at the method you're currently using to make withdrawals, as this is the source of the problem.

As I understand it, you're sending the money via international transfer, which generates fees that end up being deducted from the amount we receive. My question is:

Why do they use this method?

If they accept Peruvian players and allow deposits in Peruvian soles (PEN), then it doesn't make sense that withdrawals aren't also processed locally, as they used to be. Previously, I made withdrawals of amounts like S/. 2,000, and the money arrived quickly and in full, without any discounts. What's changed now?

I'm concerned that if this system remains in place, all future withdrawals will continue to be subject to third-party commission discounts. This not only affects trust in the platform, but also the transparency of the service.

I appreciate your attention and look forward to a clear explanation of this change, as well as a possible solution to avoid these discounts in the future.

Quisiera dejar en claro que el dinero no se ha perdido ni estoy acusando a nadie de robo, mucho menos. Mi observación va dirigida al método que ustedes están utilizando actualmente para realizar los retiros, ya que este es el origen del problema.

Según entiendo, ustedes están enviando el dinero mediante transferencias internacionales, lo cual genera comisiones que terminan descontándose del monto que recibimos. Mi pregunta es:

¿Por qué utilizan este método?

Si aceptan jugadores peruanos y permiten depósitos en soles peruanos (PEN), entonces no tiene sentido que los retiros no se procesen también de manera local, como solían hacerlo antes. Anteriormente, realizaba retiros por montos como S/ 2,000 y el dinero llegaba rápido y completo, sin descuentos. ¿Qué ha cambiado ahora?

Me preocupa que, de mantenerse este sistema, todos los retiros que hagamos en adelante seguirán sujetos a descuentos por comisiones de terceros. Esto no solo afecta la confianza en la plataforma, sino también la transparencia del servicio.

Agradezco su atención y quedo a la espera de una explicación clara sobre este cambio, así como una posible solución para evitar estos descuentos en el futuro.

Dear gabrielaramirez,

Thank you for your reply.

We would kindly like to apologize for the delay of our reply.

Please be assured that we are currently investigating your case and will contact you with further information as soon as possible.

We thank you for your understanding and patience in this matter.

Best Regards,

Rabona Casino Team

Dear gabrielaramirez,

We would kindly like to apologize for the delay in solving your case.

Please be informed that we are still investigating your case and await new information soon.

We will contact you in the nearest time with further updates and information.

Thank you for your patience and understanding.

Best Regards,

Rabona Casino Team

Dear Peter,

We would kindly like to ask you to check your emails where we provided you additional information regarding this case.

Thank you for your cooperation.

Best Regards,

Rabona Casino Team

Well, please send that email again, I haven't received anything and it's been 8 hours since you told me here that you were going to send me an email.

Pues vuelvan a enviar ese correo que no me ha llegado nada y ya paso 8 horas desde que me avisaron por acá que me iban a enviar un correo

I'm still waiting for that email that NEVER ARRIVED

sigo esperando ese correo que JAMAS ME HA LLEGADO

Dear Peter from CasinoGuru,

We would kindly like to ask you to check your emails where we provided you additional information regarding this case.

Unfortunately until now we did not receive a reply from you.

Thank you for your cooperation.

Best Regards,

Rabona Casino Team

I haven't received anything, can you send it again, or maybe through here?

No me ha llegado nada , PUEDEN VOLVER A ENVIARLO , o quizas por aca

Thank you for providing me with the information Rabona Casino representative.

Dear gabrielaramirez, The casino addressed me in their latest messages, as they have provided transaction history from their payment provider showing that the funds were sent without any processing fees applied.

Unfortunately, I don’t believe we can do much more to assist in this case, as both sides have provided evidence from their respective payment providers indicating that no fees were charged. We simply do not have the leverage to determine precisely what happened in this situation. That said, the casino has shown goodwill by repaying the fees, so we consider this issue to be addressed.

Why did withdrawals arrive in full and quickly before (around November of last year), and why aren't they now?

Since you have the information for that provider, please verify if the provider who handled my withdrawals in November of last year is the same one handling them now.

Por que antes ( por noviembre del año pasado) , los retiros llegaban completos y rápido y por que ahora no ?

ya que usted tiene la información de dicho proveedor , por favor verifique si el proveedor que atendía mis retiros del mes de noviembre del año pasado , son los mismos que están atendiendo ahora

Dear gabrielaramirez,

We would like to inform you that all funds were fully paid out to you!

Let us know if anything else is needed from our side.

Best Regards,

Rabona Casino Team

As I informed you previously, the money you sent arrived incomplete. Could you please tell me why this happened?

I also have another question: Is there a payment method that allows Peruvian players to receive the full amount without any additional fees? If so, please provide details on the options and the steps involved.

Tal como les informé anteriormente, el dinero que enviaron llegó incompleto. ¿Podrían indicarme por qué ocurrió esto?

Además, tengo otra consulta: ¿existe algún método de pago para que los jugadores peruanos reciban el dinero completo, sin que se apliquen comisiones de ningún tipo? De ser posible, por favor detallen las opciones y los pasos a seguir.

Dear gabrielaramirez,

We would like to inform you that the winnings from our website Rabona.com are not subject of fees, however we cannot control the intermediary banks if they charge fees.

In this case, please kindly be advised to contact your payment provider for more information regarding the issue.

Best Regards,

Rabona Casino Team

That's why you use intermediary banks to send money? You could easily send it through other methods, like Betano, Bet365, Apuesta Total, Doradobet, Rusbet, etc.

Por eso mismo , por que utilizan ustedes la via de enviar el dinero POR BANCOS INTERMEDIARIOS ? , facilmente podrían enviar por otras vías , como lo hace betano , bet 365 , apuesta total , doradobet , rusbet , etc etc

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Peter from CasinoGuru,

We would kindly like to ask you to check the email we send to you on the 22.10 as we did not receive any reply until now.

Thank you in advance.

Best Regards,

Rabona Casino Team

Dear Rabona Casino representative, the email you have sent me doesn't relate to the questions the player is posing in any way. Please clarify the player's inquiries so we can determine where the issue in this case is arising. Thank you in advance for your cooperation!

I will continue to wait for an answer to my question from Rabona Casino

Seguiré esperando la respuesta a mi pregunta por parte de Rabona Casino

Dear gabrielaramirez,

Thank you for your reply.

As already mentioned we inform players within our terms and conditions that intermediary bank may be used. By creating your account you accepted those terms and conditions ( 6.1: When you open an account at the Website you agree that the financial operations connected to your account will be processed directly by the company, an operator of a payment system, and/ or by a third party designated by the company to perform this activity. )

Regarding the payout methods please note that only those which are available on your account can be used for transactions ( please note section 6.2 in our terms and conditions.) . As already mentioned we are not charging any fees from our side, therefore it is not in our control if your payment provider may arise those fees.

We would kindly like to draw the attention to our goodwill in already offering a repayment in the first place and transferring you the missing amount, however fees were charged for a second time which is not caused by us, is not in our control.

Additionally please note that your account has been closed already and no further balance is available on your account for withdrawals.

We hope this helps to clarify the case.

Best Regards,

Rabona Casino Team

Now I have three questions:

Why was my account closed?

So, if someone complains about something, you close their account? Or did I break any rules? If so, please tell me.

Another question: Are those terms you mention new?

Because the problem dates back to last year, and I remember very well that it didn't say anything about intermediary banks.

Third: Even if I had missed reading that, please explain why my first withdrawals (around November) arrived quickly and without discounts … and why those fees started appearing in December.

Were their intermediary banks not working in November?

Ahora tengo tres preguntas:

¿Por qué cerraron mi cuenta?

O sea, ¿si uno reclama algo ustedes le cierran la cuenta? ¿O infringí alguna norma? Si es así, díganmelo.

Otra pregunta: ¿Esos términos que ustedes mencionan son nuevos?

Porque el problema viene desde el año pasado, y recuerdo muy bien que no decía nada sobre bancos intermediarios.

Tercero: Incluso si se me hubiera pasado leer eso, explíquenme por qué mis primeros retiros (por noviembre) llegaban rápido y sin descuentos… y por qué en diciembre empezaron a aparecer esas comisiones.

¿Acaso sus bancos intermediarios no estaban trabajando en noviembre?

Dear gabrielaramirez,

Thank you for your reply.

We would kindly like to inform you that your account has been closed as per our terms and conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Regarding the information about the intermediary banks please note that those were mentioned within the terms and conditions and agreed upon creating your account.

Additionally please note that we cannot influence the policy of your payment provider in case he changes the fees which are charged. We are not able to provide information regarding their rules. We would kindly like to advise you to contact your provider in order to gather further information.

Best Regards,

Rabona Casino Team

Question 1 is not answered... Did I say WHY, or was my account closed simply because I complained?

They didn't answer question 2 either; are those terms and conditions new? Because I read them even before creating my account and they never mentioned anything about intermediary banks.

Question 3 also went unanswered... Could you explain why before (last November) I could withdraw without needing a SWIFT code, and it arrived quickly... and now they ask for it and it takes too long, in addition to the commission they deduct?

My conclusion here is that YOU either changed providers or withdrew your services... without notifying your customers.

la pregunta 1 , no la responde … he dicho el PORQUE , o solo por que me queje cerraron mi cuenta ?

la pregunta 2 , tampoco respondieron , son nuevos esos términos y condiciones por que yo las leí incluso antes de crearme la cuenta y jamás decía nada de bancos INTERMEDIARIOS

la pregunta 3 , tampoco fue respondía ... podría explicar por que antes (noviembre del año pasado) retiraba sin necesidad de CODIGO SWIFT , y me llegaba rápido … y ahora me piden eso y tardan demasiado a demás de la comisión que descuentan …

Mi conclusión aquí , es que USTEDES cambiaron o bien de proveedor o de retiro ... sin avisar a sus clientes

Dear gabrielaramirez,

Thank you for your reply.

Your account was closed based on the terms and conditions mentioned 3.9. As it is stated there no justifications have to be given.

Question 2.: Yes the terms and conditions already stated that intermediary banks may be used for withdrawal when you created your account.

Question 3.: We would kindly like to draw your attention to section 6.10 of our terms and conditions ( which were already stated and agreed when you created your account) :

The Company will attempt to satisfy your wished in terms of payment method, however, the use of payment method you prefer could not be guaranteed. Therefore, the Company may work through and perform payments using payment systems that differ from the one you requested to be used for processing your withdrawal.

We hope this helps to clarify the case for you.

Best Regards,

Rabona Casino Team

I've been looking into it and I see that your withdrawal methods with discounts are international bank transfers or other banking methods. Do you think it's possible to withdraw using a digital wallet where those discounts don't apply?

Furthermore, could you explain what I did wrong to have my account closed? You must have reasons, which I would like to know. I doubt you close accounts without a specific reason, so I would like to know exactly which rule or policy I violated.

He estado averiguando y veo que sus vías de retiro donde hay descuentos son por transferencia internacional o por cualquier método bancario. ¿Cree que pueda hacerse el retiro por alguna billetera virtual, donde no se apliquen esos descuentos?

Además, ¿podrían explicarme en qué infringí para que se me cerrara la cuenta? Ustedes deben tener motivos, los cuales deseo conocer. Dudo que cierren cuentas sin una razón concreta, por eso quisiera saber exactamente qué norma o política incumplí.

Dear gabrielaramirez,

Thank you for your reply.

Please note that only the withdrawal methods displayed on the account are available for placing withdrawal requests.

Furthermore we would kindly like to inform you that as per our terms and conditions those methods may change.

If a digital wallet is available on the account, players are able to use that method. Please note that again we are not charging any fees from our site, therefore it must be consulted with the according digital bank if any fees may arise from their site.

Regarding your account closure we would kindly like to inform you that this was based on the administration decision as of point 3.9 in our terms and conditions. Furthermore please note that no reason or justification has to be given.

Please let us know in case you would like the account to be opened so we can place a request and see if this is possible.

Kind regards.

Best Regards,

Rabona Casino Team

Of course, I think the account closure is unfair, and even more unfair that they haven't given a reason. So yes, I want to request that the account be reopened.

Claro , lo veo injusto el cierre de la cuenta y aun mas injusto que no lo justifiquen , así que si , quiero solicitar que se abra la cuenta

Dear gabrielaramirez,

Thank you for your reply.

To further proceed with your reopening request we would kindly like to underline the fact that if the account may be reopened you agree to our terms and conditions and would like to highlight the following ones:

6.1: When you open an account at the Website you agree that the financial operations connected to your account will be processed directly by the company, an operator of a payment system, and/ or by a third party designated by the company to perform this activity. 

6.10: The Company will attempt to satisfy your wished in terms of payment method, however, the use of payment method you prefer could not be guaranteed. Therefore, the Company may work through and perform payments using payment systems that differ from the one you requested to be used for processing your withdrawal.

Additionally please be informed that we are not reliable for any fees which will be charged by your payment provider and no refund can be made.

We can assure you that no fees are charged from our side.

Best Regards,

Rabona Casino Team

Dear Peter,

We would kindly like to ask you to check your emails where we provided further information regarding this case.

We are looking forward to your reply.

Best Regards,

Rabona Casino Team