Rabona Casino - Акаунтът на играча е затворен поради предполагаемо дублиране.

Hello, I registered on Gtasty, used up the bonus, and won €3300. Then I tried to withdraw €3000, but the withdrawal was canceled and my account was sent for verification. Now my account has been blocked due to an alleged duplicate account. I explicitly confirm that I only have this one account.

Hallo, ich habe mich über Gtasty regestriert dann den Bonus um gesetzt und 3300€ gewonnen dann wollte ich 3000€ auszahlen daraufhin wurde die Auszahlung storniert und mein Konto zur Überprüfung geschickt. Nun wurde meine Konto gesperrt wegen angeblichen Doppel Account. Ich versichere ausdrücklich, dass ich nur dieses eine Konto besitze.

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 your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please confirm which casino you wish to raise a complaint against?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

My seatmate also played there; he had the same IP address.

I was never asked for a KYC check, but I would pass it.

I won the prize using a bonus where I could only play with a maximum of €5, which is all I did, and I also fulfilled the bonus conditions.

I would like to file a complaint against Rabonabet.

Thank you so much for your help!

[Redacted]

Hallo,

Mein Sitznachbar hat dort auch gespielt der sie selbe Ip Adresse hatte.

Es wurde nie nach einer KYC Überprüfung gefragt diese würde ich aber bestehen.

Den Gewinn hatte ich mit Bonus gewonnen wo ich maximal mit 5 € spielen konnte welches ich auch nur gemacht hatte und ich habe die Bonus Bedingungen auch umgesetzt.

Ich würde gerne gegen Rabonabet Beschwerde einreichen.

Vielen Dank für ihre Hilfe

[Redacted]

Thank you for your response. Is there a possibility that you have accessed the casino from the same device? Have both of you engaged in the same promotional offer?

Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you in advance for your reply.

We both used the same advertising offer and the same device.

Unfortunately, I don't have any written correspondence as a screenshot, but I was told that I couldn't do anything to reactivate the account because that's how it was decided, not even through verification.

Best regards

[Redacted]

Wir haben beide dasselbe Werbe Angebot genutzt und auch das selbe Endgerät.

Ich habe leider kein Schrift Verkehr als Screenshot aber es wurde mir gesagt das ich nichts machen könnte um das Konto zu reaktivieren weil es so entschieden wurde auch nicht per Verifizierung.

Viele Grüße

[Redacted]

Hello,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player,

Thank you for your reply and for clarifying the situation.

After carefully reviewing the information you provided, we must unfortunately inform you that we are unable to assist further in this case.

You have confirmed that:

• Another person from the same IP has an account at the same casino.
• The same device has been used to access both accounts.
• The same promotional offer was utilized across these accounts.

From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting or bonus abuse, even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device or funded via the same payment method, as this makes it impossible for them to reliably distinguish between two independent players.

Given the circumstances and your own confirmation of shared device, we do not have sufficient grounds to challenge the casino’s decision. For this reason, we are unable to proceed with mediation or request the payment of the winnings on your behalf.

We understand this is not the outcome you were hoping for. For future reference, we strongly recommend that each player uses separate devices and separate payment methods, to prevent similar situations.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila