Rabona Casino - Вилучення гравця відкладено.

Hi,

i played in rabona casino/bets since beginning of this year. Always made a deposits and withdraws ( up to 500e ) without any issues. But suddenly weeks ago I have been limited and when I tried to withdraw 15 days ago, they are telling me on chat that I need to be patient and they are processing it.... In the past it took usually not longer than 5 days to process it but now after limitation its just pending... I am also woried since I have all together 3,470.16e on Rabona account

Dear pufpower,

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. 

• When did you make the last successful withdrawal?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hi,

thank you for quick reply.

• When did you make the last successful withdrawal? - last one was on 06.07.2024, 09:13

• Could you please confirm that you have passed the KYC verification? - couple of times I explicitly asked whether I should provide any documents, they said no need everything is fine with my account ( I am an austrian citizen maybe thats the reason why they do not need any additional info)

• Did you accumulate your winnings with or without an active bonus? no bonus, just real money, I got some bonuses but I lost it without winnings

Happy to answer any additianal question you have.

Regards,

Filip

Thank you for your reply, pufpower. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi

It is still pending. I checked it yesterday since from today i am on holiday and will be back on 07.08.2024. I contacted them almost daily via Chat and always they ensuring me that process is almost done and my money should be on my account veeery soon...but everytime the same story.

As I said once I am back I can send you all corespodance with them.

regards,

Filip

Thank you very much, pufpower, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear pufpower, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Rabona Casino representative to join this conversation. 

Dear Rabona Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi guys,

just to add, because I was on holiday, now they provided on verification side some requests for documents to verify my account, I provided all documents, now it is status "pending" , I hope they will come back shortly and proof the documents.

Will keep you updated.

Regards,

Filip

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 pufpower, 

thank you for the update.

In the meantime, I have reached out to a representative from Rabona Casino outside of this thread. Let us await their response.

Dear Customer,

Thank you for uploading the documents.

We would like to inform you that they were forwarded to be checked by the relevant department and you will be informed in case of updates.

Best regards,

Customer Support

Dear Rabona Casino,

thank you for the update. Could you please provide an estimate of the duration for this verification process?

Dear Customer,

We would like to kindly request you to upload the remain required documents indicated via email in order to complete your account's verification.

Thank you in advance.

Best regards,

Customer Support

Dear Rabona Casino,

thank you for your message.

Dear pufpower, 

could you please adhere to the casino's instructions to facilitate the processing of your withdrawal?

Hi guys,

just a short update.

I uploaded all documents. Now I need clarification for just one thing. Namely in my online banking (bawag) I can download transaction statements for each single month ( one month one statement ). In June I had just 4 transaction ( +one for bank fee ). Now they are asking me to upload June statement again while they see only 4 transaction.... but there are no more than 4 transaction. I ask them to clarify and offered to provide them May statement for instance, there I had much more transactions...still waiting for reply.

Regards,

Filip

Hello pufpower,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear pufpower,

thank you for your message.

I understand your frustration; however, I strongly recommend adhering to the casino's instructions. Based on my experience, it is not uncommon for casinos to request the same documents multiple times. While this may seem tedious and unnecessary, there are often valid reasons behind these requests. It is important to recognize that casinos do not have the option to meet with you in person, and therefore, their procedures must be comprehensive to ensure compliance with legal requirements at every stage.

Please keep us updated about any new development.

Hi guys

thank you for your effort.

But trust me would be easier to go whereever they say in person then what they are doing with those requests. They repeating asking for same documents and now we have just one point which is redicalous since they know what is it about. Namely know they need details about transaction they instructed to my account (withdraw) which is clearly visible in my bank statement. Please find screenshots of explanation and the line in the bank statement and try to tell me what info they are missing. I cannot extract nothing more than this in online banking.

Therefore I do not know what else to provide, i am pretty desparate.... Dont really know what they want to prove.

BR,

Filip

Hi,

just a quick update. Please find attached status when I log into my account.

They accepted all documents but account is still not verified.

Please help abd advise.

BR,

Filip

Dear pufpower,

thank you for the update.

Dear Rabona Casino,

have you received everything you needed? Will you be able to verify pufpower's account, please?

Dear pufpower, 

Thank you for your patience.

We are pleased to inform you that your account verification has been completed.

Best regards,

Rabona Team

Hi,

thank you both for your support!

BR,

Filip

Dear Rabona Casino,

thanks for the message.

Dear pufpower,

were you able to request your withdrawal?

Hi,

yes, i requested it, now it is pending. Hope will be released soon.

BR,

Filip

Dear pufpower,

thanks for the update. I will maintain this complaint in an open status until you provide confirmation of the arrival of your funds. Kindly keep us updated on this matter.

Hi,

short update.

unfortunately still nothing on my bank account although verification is done and I requested withdraw weeks ago 🙁

BR,

Filip

Dear pufpower,

thanks for the update.

I believe it is frustrating to wait for so long for your funds. However, our standard policy is to wait for 14 days from the day the withdrawal was requested. I believe you still have few days till this deadline. Let's then wait little longer.

Hi,

so I got message from Rabona that my withdraw request was canceled!

The explanation via chat was:

"After verification it was found that the withdrawal was cancelled because the payment provider was not able to process the transaction to the end. This could be due to an error with the payment provider or an error in the payment details. In that case I ask you to check all payment details and request the withdrawal again." and than they told my again to try via credit card since it was last deposit method....but if there is a some issue how can I withdraw my money?!

Oh god it's so flustering....

Last info, did deposit via Rapid in order to withdraw via this method...lets see now.

Philip

Hi,

so I got message from Rabona that my withdraw request was canceled!

The explanation via chat was:

"Nach der Überprüfung wurde festgestellt,dass die Auszahlung storniert war, da der Zahlungsprovider nicht in der Lage war, die Transaktion bis zum Ende zu bearbeiten. Das kann sowohl an einem Fehler bei dem Zahlungsprovider liegen, als auch an einem Fehler in der Zahlungsdetails. In dem Fall bitte ich Sie alle Zahlungsdaten zu überprüfen und die Auszahlung erneut zu beantragen." and than they told my again to try via credit card since it was last deposit method....but if there is a some issue how can I withdraw my money?!

Oh god its so flustrating....

Last info, did deposit via Rapid in order to withdraw via this method...lets see now.

Filip

Dear pufpower,

thanks for the info.

Were you also able to request a withdrawal, please?

Dear Rabona Casino,

could you please investigate this issue and consider escalating the withdrawal request? Thank you.

Hi,

just to inform you, that they again canceled my withdraw 🙁

Regards,

Filip

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.

Hi,

after trying with one more withdraw request and after they again cancel previous one ( explaination for first cancelation was technical issue on thier side ) via chat I got following answer:

"Thank you for waiting. As I can see the account is still needs verification.

Kindly note that the requested documents for verification need to be uploaded via the website only, using the Document Verification Service. This can be found under "Settings => Verification", in your account.

Once you enter the verification tab you should be able to see status "Verification Required" as well as the documents that are needed and proceed with uploading them from there."

As you know I sent ton of documents, some of those over and over again, and now they are telling me they need additional documents.

Please help me with this.

Dear pufpower,

thanks for the update.

Dear Rabona Casino,

could you please provide an explanation of the current situation?

Dear pufpower,

We are pleased to inform you that your account verification and your reported withdrawal have been completed.

Kind Regards,

Rabona Team

Thank you for the your response, Rabona Casino. 

pufpower, could you please advise if you have received the payment?

Hi,

I am happy to confirm that withdraws via skrill are working now. Limitation is max 500e but its working.

Thanks a lot for your support Guru Team and eventually also Rabona Support Team!

Wish you all all the best!

Regards,

Filip

Dear pufpower,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak

Casino.Guru