Rabona Casino - Le vincite del giocatore sono state confiscate.

Hello,

The casino gave me a weekly cashback of approximately €50, which was added as a bonus with a 1x wagering requirement, no conversion limit, and a 10% contribution in the live casino, which is where I play. When I was one bet away from releasing the bonus and converting it all to real money, I bet my entire €136 bonus balance on Pragmatic Play's auto-roulette. I bet on the first and third columns, and the number 4 came up, so I won €204 (see image). When I placed the bet, a message appeared saying the bonus had been completed, but the €204 wasn't added to my real money balance; only €20 was added.

I contacted casino support twice because of the error and they told me that the winnings had been added correctly, which is not the case, since it should have been the 204 euros I won in roulette with real money.

This error happened to me a week ago at the BassBet casino, which belongs to the same company, and they solved the problem overnight, but now Rabona refuses to give me my money back.

I am requesting your help, please, as this is unfair and the casino is simply washing its hands of the matter. Thank you in advance.

This happened on February 16th.

(I had already withdrawn from this casino using crypto, and they never asked me for KYC verification)

Hola,

El casino me dio un cashback semanal de aproximadamente 50 euros, el cual se añade como bono con requisito de 1x, sin limite de conversión, y con contribución en casino live del 10% que es donde juego. Cuando estaba a una apuesta de liberar el bono y convertir todo a dinero real, aposte todo lo que tenia 136 euros del bono en la auto ruleta de pragmatic play, le aposte a la 1era y 3era columna y salió el numero 4 así que gane 204 euros ( ver imagen). Cuando hice la apuesta apareció el mensaje que el bono había sido completado, pero los 204 euros no se añadieron a mi saldo real, solo se añadió 20 euros.

Me comunique 2 veces con el soporte del casino debido al error y me digieron que las ganancias se habían añadido correctamente, lo cual no es así, ya que debieron ser los 204 euros que gane en la ruleta a saldo real.

Este error me había pasado hace una semana atrás en el casino BassBet que pertenece a la misma compañía, y me solucionaron el problema de un día para otro, pero ahora en Rabona se niegan a pasarme el dinero.

Solicito su ayuda por favor ya que esto es injusto y el casino solo se lava las manos. De antemano Gracias.

Esto ocurrió el 16 de febrero.

( ya había retirado en este casino mediante crypto, y nunca me pidieron verificación KyC)

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Have you placed a single bet of €136, or did you place two separate bets of €68?
• Could you please forward me the conversation between you and the casino customer support regarding the issue with crediting your winnings? My email address is [email protected].

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 bet 68 euros on each column in one bet (you can see it in the Pragmatic image) and won 68 euros net, total 204 euros. I'll send you the conversations by email... They're just pre-written messages saying "I'm sorry, but the winnings were credited correctly," which isn't true.

Aposte 68 euros en cada columna en una apuesta ( en la imagen de pragmatic se ve y gane 68 euros neto, total 204 euros), te mando las conversaciones al correo... Son solo mensajes predeterminados que dicen que " lo lamento, pero las ganancias fueron acreditas correctamente", cuando no es verdad

Hello Ricardocas567,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was out of the office.

Have you sent me the email conversations in the meantime? I have not received any emails from the address you use to log into your Casino Guru account yet.

I sent it 2 weeks ago, I sent it again, please check it

hace 2 semanas lo envie, te lo envie de nuevo, chequea porfavor

Thank you for your emails. Based on the screenshots you provided, it appears that your winnings were credited correctly.

• You placed one €68 bet that won, so an additional €68 was added to your account.
• The second €68 bet was a losing one, so no additional winnings were added from that bet.

In total, you received €136, which matches the correct amount according to your gameplay.

Please let me know if there is anything else we can assist you with.

Noooooo

68 euros to a column pays x3, that's 204 euros... And only 19 euros were added to my account balance, it's absurd (check all the photos)... Please reply as soon as possible, I don't want to wait another week for the same thing, and please contact a Rabona representative, as this is really unfair and I've waited far too long (income is not the same as profit).

Noooooo

68 euros a una columna paga x3, son 204 euros.... Y solo se agregaron a mi cuenta 19 euros a saldo real, es absurdo (chequea todas las fotos) .... Por favor responde lo antes posible no quiero esperar otra semana por lo mismo, y favor comunicarte con un representante de rabona, ya que esto es realmente injusto y he esperado demasiado tiempo ( ingreso no es lo mismo que ganancia)

Thank you for your response. We have reviewed the evidence you provided within our team; however, we still require additional information before involving the casino in the resolution process.

Could you please send me a screenshot of these details?

Additionally, could you kindly clarify the discrepancy in the timestamps between your game history and your casino account history? The game history shows a timestamp of 17:15:26, while there is no corresponding record for this exact time in your casino history. If possible, please provide screenshots or a video capturing the game history shortly before and after the round in question.

I already sent you a photo of that information, I'm going to send it to you again, along with the one above, which is the one with the error in the earnings, the one that says +19.6 euros, it should say +204 euros which is what they should add to me.

Regarding the time, we all have different time zones. I'm in Chile, the casino shows a different time because it's in a different location, and the provider, which in this case is Pragmatic Play, is in a different place, so it's normal that the 3 times are different.

If you want to review the bet, you can search for it using the bet ID on Pragmatic Play... Don't ask me for the impossible, like a recording of the bet, since I never record what I play. That's why I sent you the screenshot right when you see I won 204 euros, and I only have 20 euros in my balance...

I have sent the requested images to your email and I am also adding them here.

Ya te había mandado una foto de esa información, te la voy a enviar de nuevo, junto con la de arriba, que es la del error del de las ganancias, la que dice +19,6 euros, debería decir +204 euros que es lo que me deben agregar.

Respecto a la hora, todos tenemos horas diferentes, yo estoy en Chile, el casino muestra un hora diferente porque esta en otra parte, y el proveedor que en este caso es pragmatic play están en un lugar diferente, así que es normal que las 3 horas sean diferentes.

Si tu quieres revisar la jugada, puede buscarlo mediante el ID de la jugada en pragmatic play... No me pidas imposibles como la grabación de la jugada, ya que nunca grabo lo que juego, para eso te envié el print de pantalla justo cuando se ve que gané 204 euros, y solo tengo de saldo 20 euros....

He enviado las imágenes solicitadas a tu correo y también as agrego aquí.

Hello Ricardocas567,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I've been on vacation for 3 weeks now... Can I work with you?

Ya van 3 semanas de vacaciones.... Puedo trabajar con ustedes?

Dear Ricardocas567;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I reviewed the information you provided.

Thank you for your cooperation and for providing all the necessary information. We truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Ricardocas567, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the gameplay results and assigned winnings. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Rabona Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details about the roulette spin and why does the casino staff confirmed the amount of winnings is correct? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

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 Ricardocas567,

Thank you for reaching out to us.

In order to further investigate your claim we would kindly ask you to provide us with the email address connected to your account.

Please note that the provided address here in the forum is not connected to any account in our casino.

Thank you for your understanding.

Kind regards,

Rabona Team

Did you resolve my problem, Rabona representative?

Ya me solucionaron el problema representante de rabona?

So far, I have received no information from the casino representative either and I have escalated it, to see if we can reach higher management.

Dear Ricardocas567,

Thank you for your patience.

After further reviewing your claim we can confirm that the win was correctly added to your account in the amount of: 19.61 EUR

Furthermore, please be informed that on the pictures you send the amount of 204 EUR on the bootom left corner shows the last reward won in the game/table.

We hope this helps to clarify the case.

Kind regards,

Rabona Team

It's absurd,

I bet 68 euros on a winning column and they only gave me 19 euros... how is that possible?

Es absurdo,

le aposte 68 euros a una columna ganadora y solo me dan 19 euros... como es posible

Dear Ricardocas567, as the casino representative mentioned above, in your previous bet you have won 204€. Since column bet pays out 2:1 (2x win + bet) then your 68€ bet makes together 204€. This suggests the round has been successfully completed and winnings credited. Also as the casino representative mentioned, the 204 visible on your screenshot is from the previous bet.

Also, your screenshots are showing different rounds. Lastly, let's address your issue:

I bet 68 euros on a winning column and they only gave me 19 euros... how is that possible?

For this to be investigated, I would like to ask you for a screnshot of your game history so I can review and if necessarry, confront the casino with it. Do you have the gmae round number or any kind of screenshots showing your bet, and the winninsg?

Dear All,

I'm attaching the play history again, in Rabona, so you understand, the same play has an associated bet and a winnings, in the image I'm attaching I've separated in red what is the same play.

If a play is not profitable, it will obviously only show the bet placed.

If you could see the entire history, the profit of 204 euros would not appear anywhere.

The error occurred due to faulty programming when releasing the bonus. I had approximately €129.40 left to complete the rollover requirement, so I bet everything I had (€136, leaving only €0.88). When I placed the bet, the bonus was released (incorrectly), and only the difference between €136 and €129.40, which is €6.60, was converted to real money. This was multiplied by 3, and the bet ended in a win for me in the roulette, but it mistakenly showed me a winnings of €19.61.

How is it possible to win €19.61 (with 2 decimal places) in roulette if the minimum bet is €0.10 and I bet €136 (without decimals)??? This is a programming error on the part of these casinos when releasing the bonus.

I am attaching the Rabona and Pragmatic Play IDs again.

Rabona

profit: 331816496321

bet: 331816296777

Pragmatic Play

Ronda: 220340956118008

Estimados,

Nuevamente adjunto el historial de jugadas, en Rabona, para que se entienda, una misma jugada tiene asociada una apuesta y una ganancia, en la imagen que adjunto separo en rojo lo que es una misma jugada..

Si una jugada no tiene ganancia, obviamente solo mostrara la apuesta realizada.

Si se pudiera observar todo el historial en ninguna parte aparece la ganancia de 204 euros.

El error se produce por una mala programación al momento de liberar el bono. Me quedaban aproximadamente 129,4 euros para terminar el "rollover" así que aposté todo lo que tenía (136 euros, quedando solo 0,88 EUR), al momento de apostar se libera el bono (de mala forma) , y solo pasa a dinero a real la diferencia entre 136 y 129,4 que es 6,6 EUR, esto se multiplica x3 y la jugada termina con victoria para mi en la ruleta y solo me muestra por error una ganancia de 19,61 EUR...

Como es posible ganar en la ruleta 19,61 EUR ( con 2 decimales) si la apuesta mínima es de 0,1 EUR y yo aposté 136 EUR sin decimales??? Error de programación de estos casinos al liberar el bono.

Adjunto nuevamente las ID de rabona y de Pragmatic play

Rabona

ganancia : 331816496321

apuesta: 331816296777

Pragmatic Play

Ronda: 220340956118008

Dear Ricardocas567, on your screenshots - the game ID showing roulette wheel says 12022879118, while the picture with the game in question states game ID as 12022878018. These are not the same games or rounds.

Also, your bet of 136€ has been made at 17:15:44, while the round that you claim has incorrectly assigned your winnings has happened at 17:15:26. This does not add up and overall from the screenshots I can't properly establish any kind of working timeline.

Dear Rabona Casino, would you be so kind and e-mail me ([email protected]) player's detailed gameplay history from 16th February 2026 between 17:00 - 18:00? That way I can confirm waht has happened and hopefully clear out any remaining confusion. Thank you very much.

But friend,

Obviously I took the screenshot in the next round, if the round had already ended, when I realized there was a mistake. I'm not fast enough to take such an instant screenshot, that's why the IDs are different. When a round ends and they give me the winnings, that's when the new round starts, lol.

And as for the time difference, it's just a matter of seconds between the casino clock and the Pragmatic Play clock; you can verify that by playing and see there's a difference.

Pero amigo,

Obviamente la captura de pantalla la saqué en la ronda siguiente, si la ronda ya terminó, cuando me di cuenta que había un error, no soy tan veloz para sacar una captura tan instantánea, por eso los ID son diferentes, cuando termina una ronda y me entregan la ganancia ahí ya comienza la ronda nueva, lol.

Y en cuanto a la diferencia de horario, son segundos de diferencia entre el reloj del casino y el reloj de pragmatic play, eso lo puedes comprobar tú jugando que hay diferencia.

I'll also send you the history from the Pragmatic Play website, and I'll add the details of the previous round where I lost 30 euros so you can compare the difference in seconds. (Just so you don't get confused, Pragmatic Play shows winnings in green, while the casino shows deposits in green.) There you can see that in that particular round I had a winnings of 68 euros (136 + 68 = 204 euros in deposits)...

(I took the pictures today so you don't get confused about the date or time)

también te paso el historial desde la pagina de pragmatic play, y le añado el detalle de la ronda anterior de 30 euros que perdí y compares los segundos de diferencia. ( para que no te vallas a confundir pragmatic play muestra en verde las ganancias, mientras que el casino muestra en verde los ingresos) y ahi puedes ver que la ronda en cuestión tengo 68 euros de ganancia (136 +68 =204 euros ingresos)...

(las imágenes las tome hoy para que no te confundas en la fecha ni en el horario)

Dear Matej,

Thank you for your reply.

We would kindly ask you to check your emails where we send you the requested history.

We hope this helps to clarify the case.

Kind regards,

Rabona Team

Dear Matej,

The focus here is on bonus release, because Rabona releases the bonus when you place a bet, which isn't correct, since placing a bet implies that the wagered money is lost. Bonus release should occur when the round ends and winnings are credited, as is the practice in all other casinos.

Estimado Matej,

El enfoque de esto está en la liberación del bono, debido a que Rabona libera el bono cuando uno hace la apuesta, lo cual no es correcto, ya que al apostar asume que ese dinero apostado es perdido. La liberación del bono debe ser cuando termina la ronda y se acreditan las ganancias, así lo hacen todos los demás casinos...

Dear Rabona Casino, the gameplay history you have sent me is from the correct date, however incorrect time. The history is from 6:30 PM - 8:15PM and I needed 5PM - 6PM on the 16th February 2026, as that is the time when the game in question has happened. Can you please re-send me the message wit hthe history starting at 5PM, please? 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.

Dear Matej,

I checked Pragmatic Play's history against Rabona's history. They're the same; that's proof enough.

Estimado Matej,

Chequeo el historial de Pragmatic Play con el historial de Rabona? Es el mismo, con eso es suficiente prueba

Dear Matej,

Thank you for your reply.

Please note that the provided game history is from the whole day of 16.02.

Could you please clarify which additional data will be needed?

Thank you for your cooperation.

Kind regards,

Rabona Team

Dear Rabona Casino,

Could you please send me the details of the bet in question? Justifying how I managed to win €19.61 if I bet €136 on a regular roulette wheel? You have access to all that information, but you don't send the details and just say it's fine without any supporting documentation...

Dear Matej

We've been dealing with this for three months, and the casino refuses to cooperate properly. I've sent every detail explaining why this problem is happening. I need the money, and it's not a small amount for me. The casino makes too much money, so for them, it's nothing.

Estimado casino Rabona,

Podría enviar el detalle de la jugada en cuestión? Justificando como pude llegar a ganar 19,61 euros si aposté 136 euros en una ruleta normal? Ustedes tienen acceso a toda esa información, pero no envían el detalle y solo se limitan a decir que está bien sin nada que lo respalde...

Estimado Matej

Llevamos 3 meses en esto, y el casino se niega a colaborar de manera correcta, yo por mi parte he enviado cada detalle justificando el porque ocurre este problema, necesito el dinero y la cantidad para mí no es menor, el casino gana demasiado dinero para ellos no es nada de dinero...

Dear Rabona Casino, after double-checking, I see the discrepancy has been caused by time zone differences. I was now able to locate the game in question, as the game according to your log has happened at 8:15 PM as opposed to player's 5:15PM. The game in question is the last game shown on the screenshot you have sent me named "Proof 4".

Seems like the bet of 136€ was made with bonus money, and the winnings are indeed 19,61€ but in real money. Could it be that the system has automatically capped the bonus winnings when transforming them into real balance? Did it happen in line with bonus terms or is this truly a system glitch? Any details will be much appreciated. Thank you very much.

Dear Ricardocas567, I appreciate your distress, and am doing all I can to get to the bottom of this issue. Hurrying up would only make me miss important details and most likely steer the investigation wrong way, causing even more delays.

Dear Matej,

Thank you for your reply.

Please be informed that we requested further explanation of the timeline of events and will provide you all information as soon as possible.

We thank you for your patience and understanding.

Kind regards,

Rabona Team

Dear Matej,

Thank you for your patience.

We would kindly ask you to check your emails where we provided further explanation of the case.

We hope this helps to clarify the issue.

Kind regards,

Rabona Team

Thank you for the message, dear Rabona Casino, I have replied with additional question. Hopefully that one will explain the whole situation. :)

Dear Ricardocas567, the explanation from the casino was not clear enough for me, so I had to ask additional questions, as right now I have no clue how a bet of 0,88 EUR could win 19,61 EUR on a Roulette spin. However, I was able to learn one crucial information about the gameplay history: one line means one bet. If you bet and do not win, the history shows that as a line with "Bet" tag. Once you win, the tag is changed for "Win". That means what you posted previously:

The above are actually two bets. On the bottom one you have bet 136 EUR and lost. On the top one you have bet an unknown amount (to me) and won 19,61 EUR. So in this regard, seems like you have not lost anything. While waiting for casino's response, can you please double-check the history on your end and confirm what are we looking at? 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.

Dear Matej,

The casino is lying (or giving you a false explanation). In the Rabona betting history, when you place a bet, a "bet" line is added. If you win the bet, a "win" line is added, and if you lose, nothing is added. You can confirm this with the "Pragmatic Play" betting history I sent you previously; I'm sending it again for you to review. The "Pragmatic Play" history clearly shows that the last bet on February 16th was €136 with a winnings of €68, resulting in a total winnings of €204 (bet + winnings).

I find it very strange that the casino doesn't know how its own betting history works (or doesn't want to know for its own convenience).

Querido Matej,

El casino miente (o te están dando explicación falsa), en el historial de rabona cuando apuestas se agrega una linea "bet", si gano la apuesta se agrega una linea "win" y si pierdo no se agrega nada. Esto lo puedes confirmar con el historial de apuesta de "pragmatic play" que te envié anteriormente, te lo envío nuevamente para que lo revises. En el historial de "pragmatic play " se muestra claramente que la ultima apuesta del 16 febrero es de 136 euros con una ganancia de 68 euros, lo que que resulta en un ingreso total de 204 euros ( suma apuesta + ganancia)...

Me parece demasiado extraño que el casino no sepa como funciona su propio historial de apuestas ( o no quieren saberlo para su propia conveniencia)

Dear Matej,

Thank you for your reply.

We would kindly ask you to check your emails where we send you additional information.

Thank you for your understanding.

Kind regards,

Rabona Team

Thank you, dear Rabona Casino, but a I have inquired in my message - the confusion stems from the fact that a bet of 136 EUR netted a win of 19,61 EUR, which with no further context makes little to no sense. If you can provide me with details that can explain the numbers, I can move the complaint forward towards the resolution. 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.