RESOLVED: Rabona does not cash out my bet

Good afternoon, 

i have placed a bet on the 17th of august on a specific game on throw-ins awarded in a specific time period. When the time frame ended I saw that my bet was given as a loss although it should have been a win. I had immediately contacted customer service but since then have been held up. It's over 2 weeks ago already and the e-mail customer service asked me for the bet-ID over 5 times which I have provided every single time. The bet amount: if counted as a win, which it should be is 371€. Therefore I am eager to get this awarded. 
 

hopefully this will get me a serious response. 
 

Hello Bandes,

First of all, welcome to LCB.

Could you please clarify if you are referring to Rabona Casino?

Thank you.

Yea I am referring to it.

Hello Bandes,

Please send us your casino username via private message so we can reach out to the casino representative and inquire about your case.

Thank you.

Hey, I've sent it to you per private message.

thank you for your help.

Dear Bandes,

Thanks for sending your account details. We have forwarded them to the casino rep. Once they reply, we will let you know here on the thread.

Dear Bandes,

We got a response from the casino rep stating the following:

The player lost due to "Will it go out of bounds more than once between 33:00 and 34:59?: Yes" and it went out of bounds only one time, for him to be a winner he needed at least two outballs.

hello,

I have seen it live and they have done this couple of times with the "flash" bets (in-game bets) where they first said it's wrong and only after I enquirer they changed it two weeks later. 
i watched it live and It went out twice, why would they stall for 2 weeks and not just give me that answer otherwise? 
please enquire further and possibly request a video of the l 34:45-34:59, in that sequence the ball went out twice.. 

For me the explanation doesn't make sense, they would have told me straightaway if that was the case and not stall for two weeks. 
 

thank you and kind regards

Dear Bandes,

We have referred the casino representative to your latest post, and we will notify you as soon as we receive a response.

I just contacted the live support and they tell me they enquired but still don't have an answer.. how is it possible that they state: The bet was wrong! To you, but to me they say they don't have an answer... sounds a bit fishy.

Dear Bandes,

We've received an explanation from the casino rep, supported by evidence:

The ball went out of bounds only one time in the specific timeframe. For the bet to be a winner he needed at least two outballs.
The next time the ball went out was at 38:57, therefore it was settled correctly as lost.

Would you be so kind to send me the evidence? 

And by the way, the next ball that went out of bounds was not at 38:57. A corner was awarded in the 36th minute. 

Any replies?

Dear Bandes,

We contacted the casino rep again and will update you as soon as we hear back from them.

Thank you.

Dear Bandes,

We received an explanation from the casino rep stating that for the bet to be settled as a win the ball had to go out of bounds at least 2 times between 33:00 and 34:59 which didn't happen.

As it was already mentioned above and supported by evidence. That is their final statement regarding this case and since the evidence shows that the ball went out of bounds only once within the specified time frame, we will have to close this complaint and mark it as resolved.

Thank you for your understanding.