Rabona Casino - Виведення коштів гравцем оскаржується, а кошти затримуються.

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 veronika.f@casino.guru.

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 (peter.c@casino.guru) 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!