Rabona Casino - Затримка зняття коштів

Hii casinoguru team i am writing this complaint after repeatative failed attempt to resolve my issue regarding withdrawal, i am user of rabona casino from past 3 years , however now issue arised when i requested withdrawal of 15990 on 17 th August, i have played blackjack using real money only, there was no bonus involved, as usual i thought the withdrawal will be processed in 3-4 days , as their support team assured me that they take maximum 3 working days to process the withdrawal, however today almost 13 days has passed still my withdrawal is not yet processed from their end, it is very strange to me, when i enquired about the exact issue, i was told it is due to large withdrawal request and withdrawal will be processed soon, however from past 6-7 days they are giving same copy paste reply,now i really doubt that they are going to process my withdrawal soon, regarding the kyc, they have advised that i am not required to go through kyc, and no documents is asked till now, i request casinoguru team to kindly intervene in this matter i am also attaching relevant screenshot with this complaint, thanks

Dear Bagha69,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Bagha69,

Have you received your withdrawal from the casino yet?

No, withdrawal is still not processed, i have also emailed their support but no response till now

Thank you Bagha69 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Bagha69, 

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.

Thanks for your response katarina, i recently checked my rabona account and found out that they confiscated my complete amount of 15990 and made my balance 0 when i asked them the reason they stated that they credited some points which i redeemed and they the points credited them was by mistake, i accepted that too, there may be errors however the main issue is that total amount which i got by redeeming these points was about 3000 inr however they have confisticated my winnings complete winnings of 15990 which i have won using real money only not with any bonus so they should have deducted 3000 inr and should have given remaining withdrawal, but they have confiscated my complete amount which i have won in blackjack using real money, this i against the fair gaming, when i presented these points to there support, they are not ready to listen and on email, they are giving copy paste replies, i am attaching the conversation with them here in screenshot also, kindly check please and help me

Dear all,

Thank you for reaching out.

Please note that we had send an email to Katarina with our explanation of the case.

Best Regards

Rabona Administration

Hii Katarina , can you kindly let me know the response of casino please,as the casino is not replying over email to me,

Dear Rabona Casino,

thank you for the message and email.

Dear Bagha69, 

the casino has presented substantial evidence suggesting that your winnings were accrued from a bonus deposit erroneously credited to your account. In accordance with the casino's terms and conditions, this practice is prohibited, which has resulted in the confiscation of your winnings. I recognize that this news may be frustrating and disheartening, and I sincerely apologize for the circumstance you are facing.

Thanks for your response, however the main issue which i am highlighting is it was real money of rupees around 3000 which was credited erroneously,by casino although as they are now claiming this can be error from their side, but they should remove only that money which they credited by mistake, why they are completely confisticataing my whole winnings, this is against fair gaming , i should got my winnings which i won after adjusting the 3000 inr which they credited mistakely

Dear Bagha69, 

As your winnings were derived from an erroneously accumulated balance, all winnings are deemed to be erroneous as well. I regret to inform you of this outcome. Given that there was no actual monetary deposit, I am unable to offer any further assistance.

I will now formally close this complaint, categorizing it as rejected. I regret that I could not provide more help. Should you encounter any further issues with online casinos, please feel free to reach out to us without hesitation.

All the best,

Katarina