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Hi tadej80p - welcome to ThePOGG.com!

Please copy and paste the full reason the operator gave you for non-payment.

Thanks,

ThePOGG

As shown in the two screenshots, this is their answer.
I have one more mail, when I sent email to the company itself, not rabona, at complaints@rabidinv.com. This is their reply:  Dear Customer,
 
Thank you for contacting us. 
 
We would like to inform you that you have been duly notified through your gaming profile regarding the documents necessary for carrying out your account verification. Regrettably, due to your failure in providing the required documentation, we must inform you that your account has been permanently closed as per our following terms and conditions: 
 
6.6.4 We reserve the right to withhold any refund or reverse transaction until the identity of the Player Account User is adequately established to our satisfaction. You agree to provide, in case We demand, your Identity Document (Passport, Driving Licence, Identity Card) and any Proof of Address you may provide (Utility Bill, Bank Statement, Rental Agreement etc.),also, Verification of your Payment Method Ownership may be required. If such documentation is not provided within thirty (30) days of our request, then such refund or reverse transaction shall not be effected, Your Player Account shall be closed and You shall forfeit all funds in Your Player Account, such decision shall be final, binding and not subject to appeal.

We hope this communication provides clear insight into our stance on this matter. 
Thank you for your understanding! 
 
Best Wishes,
Rabidi N.V. 

If nothing else, they don't even specify how they will request the documents.

Hi tadej80p - welcome to ThePOGG.com!

Please read our <a href=”https://thepogg.com/how-to-report-complain-about-an-online-casino/”>Complaint Guidance</a> to ensure that you fully understand how our complaint management process functions.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

I have also sent email to Curacao eGaming. And they are also unable to help me, since they don't even have a curacao license? If I read all this correctly that is. I am sending you their two mails sent yesterday.

Dear colleagues,


The Intermediary Complaint Handling Service (“ICHS”) of Curaçao eGaming ("CEG") is referring for your further handling, a ticket with the number as mentioned in the subject line of this email, as CEG has not been engaged/authorised/mandated to handle this matter. 


Please do not reply to this message, as it shall not be processed


CEG handles over 500,000,000 data transactions per month. Although CEG registers all messages that it receives for purposes of training and customer care, it can not manually respond to automated notifications, such as this one. If you need to get in touch with CEG, please visit curacao-egaming.com/public-and-players to learn how to properly send your message, or to learn about responsible gaming, the Code of Conduct Responsible Gaming 2022 ("CCRG 2022"), self-exclusion, complaint handling and/or how to find out if a brand belongs to the CEG-Ecosystem. If you are seeking assistance in handling this matter and/or information on available subscriptions for complaint handling/ICHS outside of CEG’s Ecosystem, please contact your CEG B2B representative/contact person directly and include the ICHS ticket number as mentioned in the subject line of this email.


Summary of grievance essentials


A summary of the essentials of the said grievance is included below:



Website : www.rabona.com (the: "Website")
Has C.E.G. Logo : no
Name : [EDIT]
Player ID : [EDIT]
Player Email : [EDIT]
Disputed Amount : 430
Currency : EUR
Explain : They decide to steal my money and close my account because I didnt provide documents which they never asked for, no email ever. But I could play for 500 days, many deposits and withdrawals. In April I made a withdraw 300€ and paused with gambling. I got mail that my account is closed since I haven't provided my documents.I asked when did they make a request? And they say that there was a message in account. Since I haven't used their services for 30 days, I was not able to get to their message.
Document :
Screenshot : [EDIT]

A full copy of correspondence within this ticket has been included at the end of this notification. It includes a copy of the original message and its dismissal in preparation for referral. IMPORTANT! As this ticket does not qualify for free of charge ICHS handling, this ticket has not been validated nor has it been prepared for further handling. It has therefore remained unmerged, which means that any grievances that have (erroneously) been filed multiple times via separate tickets should be manually compiled and merged.


Qualification of the message for AML/CFT purposes and reason for referral


CEG has reviewed a message from a natural individual that potentially qualifies as a complaint as meant in article 1(m), CCRG 2022: “a grievance expressed in a written form concerning an act, conduct, structure or product that is not in compliance with standards of good industry practice.” Most commonly, such a complaint, relating to a game of chance as meant in article 1(ae), CCRG 2022, would be processed and investigated by CEG as meant in article 4(3), CCRG 2022, under article 3(2)g, CCRG 2022: “obstruction or hindrance, delay or the refusal to comply with a compliance procedure, such as however not limited to submitting documentation that is uncertified, deliberately incoherent or of substandard visual quality, debate or misuse of procedure, obstructing or hindering any process of identification, verification, reporting and informing.” Under article 4(4), CCRG 2022, CEG determines whether or not unusual structures, conducts or acts may potentially be punishable as a criminal offence in the applicable jurisdiction or is deemed an offence with reference to article 3(1), a, b or c of Directive (EU) 2018/1673 of the European Parliament and of the Council of 23 October 2018 on combating money laundering by criminal law (“6AMLD”). As said, CEG does offer ICHS, a non-mandatory service that is available free of charge to all players asking for support pertaining to IP Operators within the CEG-Ecosystem. However in this case, CEG cannot offer ICHS free of charge and/or without prior engagement. CEG has determined that it has not been authorised to make any determinations in this case, as the potential complaint pertains to an IP operator that exists outside of the CEG-Ecosystem. The brand, as meant in article 1(i), CCRG 2022:


(1) may be regulated by a licence holder, other than CEG; or 

(2) may have in the past been regulated by CEG, however not at the time the said message was received and/or the operator engaged with another licence holder without proper deboarding with CEG; or

(3) may be unregulated and it is offered as a falsification as meant in article 2(s), CCRG 2022 of an original under the false appearance that it has obtained the rights from the licence holder or any third party to do so, such as however not limited to breach of intellectual property rights and the use of a facsimile aimed at creating the false appearance of being the original; or

(4) may be unregulated as meant in article 2(a), CCRG 2022.


In order to check/re verify whether an IP Operator is regulated by CEG, please use CEG’s licensee register: https://www.curacao-egaming.com/public-and-players/authenticity


CEG has recently made its services available for parties outside of the CEG-Ecosystem, however as it has not been engaged and/or mandated by the government or other licence holders to do so at this time and/or an existing subscription may have ended, the potential complaint is hereby introduced to the appropriate authority for further handling, in compliance with article 4(6), CCRG 2022: “The licence holder shall report to any regulator, prosecutor or public authority it deems appropriate, any structure, act or conduct of which it does not have the possibility authority or responsibility, mandate or authority to make a determination as described in article 4(5), including however not limited to complaints that do not relate to a sublicense that is not regulated by the licence holder.”


Recommendation: handle the referred matter within 7 (seven) days after referral


CEG recommends under the CCRG 2022 that the authorities provide the said individual with an answer within 7 (seven) days after referral, as, for AML/CFT purposes, CEG is not authorised/has not been engaged to determine, in compliance with article 4(5), CCRG, whether the message contains a description of events that may qualify for criminal referral of either an unusual structure or act or conduct by player (a participant as meant in article 1(bo), CCRG 2022), operator (a person as meant in article 1(bj), CCRG 2022 and/or both.


If you are seeking assistance in handling this matter and/or information on available subscriptions for complaint handling/ICHS outside of CEG’s Ecosystem, please contact your CEG B2B representative/contact person directly and include the ICHS ticket number as mentioned in the subject line of this email.

Best regards,
Curaçao eGaming | ADR Department

Dear Player,


CEG has reviewed your message that potentially qualifies as a player complaint. CEG cannot process your complaint at this time. The reasons for this have been explained below.


In compliance with article 4(6) of the Code of Conduct Responsible Gaming 2022 (“CCRG 2022”), your message shall therefore be referred for further handling by a body that CEG deems appropriate, in which referral you shall be copied. CEG recommends under the CCRG 2022 that the relevant body shall provide you with an answer within 7 (seven) days after referral, as, for AML/CFT purposes, CEG is not authorised/has not been engaged to determine, in compliance with article 4(5), CCRG, whether the message contains a description of events that may qualify for criminal referral of either an unusual structure or act or conduct by player (a participant as meant in article 1(bo), CCRG 2022), operator (a person as meant in article 1(bj), CCRG 2022 and/or both.

Reasons for dismissal / referral


Previously, CEG has provided you information pertaining to its Intermediary Complaint Handling Service ("ICHS"), a non-mandatory service that is available free of charge to all players asking for support pertaining to IP Operators within the CEG-Ecosystem. However in this case, CEG cannot offer ICHS free of charge and/or without prior engagement. CEG has determined that it has not been authorised to make any determinations in this case, as the potential complaint pertains to an IP operator that exists outside of the CEG-Ecosystem. The brand, as meant in article 1(i), CCRG 2022:


(1) may be regulated by a licence holder, other than CEG; or 

(2) may have in the past been regulated by CEG, however not at the time the said message was received and/or the operator engaged with another licence holder without proper deboarding with CEG; or

(3) may be unregulated and it is offered as a falsification as meant in article 2(s), CCRG 2022 of an original under the false appearance that it has obtained the rights from the licence holder or any third party to do so, such as however not limited to breach of intellectual property rights and the use of a facsimile aimed at creating the false appearance of being the original; or

(4) may be unregulated as meant in article 2(a), CCRG 2022.


In order to check/re verify whether an IP Operator is regulated by CEG, please use CEG’s licensee register: https://www.curacao-egaming.com/public-and-players/authenticity


CEG has recently made its services available for parties outside of the CEG-Ecosystem, however as it has not been engaged and/or mandated by the government or other licence holders to do so at this time and/or an existing subscription may have ended, the potential complaint is hereby introduced to the appropriate authority for further handling, in compliance with article 4(6), CCRG 2022: “The licence holder shall report to any regulator, prosecutor or public authority it deems appropriate, any structure, act or conduct of which it does not have the possibility authority or responsibility, mandate or authority to make a determination as described in article 4(5), including however not limited to complaints that do not relate to a sublicense that is not regulated by the licence holder.”


Ticket closed: do not respond to this email as CEG shall not be able to process it


CEG handles over 500,000,000 data transactions per month. Although CEG registers all messages that it receives for purposes of training and customer care, it can not manually respond to automated notifications, such as this one. If you need to get in touch with CEG, please visit curacao-egaming.com/public-and-players to learn how to properly send your message, or to learn about responsible gaming, the CCRG 2022, self-exclusion, complaint handling and/or how to find out if a brand belongs to the CEG-Ecosystem. Only if this does not work out, you may refile your grievance with CEG. It shall then be again reviewed and if necessary referred to an alternative body, in compliance with article 4(6), CCRG 2022.




Best regards,

Curaçao eGaming | ADR Department

I understand that the case is most probably lost. I accept that completely. Perhaps my case can help you in some way in your future dealings with such shady casinos. Thank you for listening to my case.

Date – 13/08/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Date – 27/08/2023

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Thanks,

ThePOGG

Hi tadej80p,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

Despite our repeated efforts to contact Rabona Casino to discuss this issue we have received no response whatsoever from the operator.

Rabona decided to confiscate 400EUR and close my account because I didnt provide documents which they never asked for But I was able to play with them for 500 days
 
 
 I registered with Rabona in November 2021. I made deposits, withdrawals, without any issues, for 300€, 600€, many many deposits and withdrawals. 
 
 I was never asked for documents. Which is strange by itself. For a year and half! 
 
 In April 2023 I made a withdrawal for 300€. I then had other interests and life priorities to attend to. Of course this 300€ would come thru, why wouldn't it. After a few weeks I receive an email stating that my account is closed since I haven't provided my documents for verification. 
 
 I asked them when did they make a request? And they stated that there was a message in my account. 
 So, since I haven't used their services for 30 days, I was not able to get to their message. 
 Sending an email is ouf of the question it seems. 
 After asking them that I am willing to make a verification, they don't want to cooperate.
 Why would they not be sending an e-mail request for documents - like every other gambling site??
 They won't ask for documents thru email, rather thru a message in your account while logged in. But they WILL use email when you ask them about this?? Wow!
 They told me it's their terms.
 Is it a loophole so they can catch users of guard and [EDIT] their money?? I would really like to not believe that. It is a gambling industry, not a black market.
 Can you imagine users not using Rabona for 30 days, meanwhile they are asked for documents in a message that is only (probably?) visible after when they log in? That's how they presented their answer. And if you don't get to that message for any reason, they close your account and [EDIT] your money? It's not about a bookie not paying out your sports or casino winnings [EDIT]!
 
 Dear Rabona, I kindly ask for your cooperation. I would like to provide my documents, verify myself and withdraw my funds of 400 EUR.

Rabona - confiscate 430EUR

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