Rabona Casino - プレイヤーのアカウントは凍結され、出金が遅延しています。

I have played at Rabona. Many withdrawals went fine. My balance is 3000 nok and I want to take out those money, but It says the account is frozen and I cant withdraw before verifying.

Then I had to verify. I somehow forgot it, but eventually I sent in documents. this was start of April.

I had contact with chat, but they say it takes long time. That is just draining. I sent in the documents they requested. They have not processed it in and it has been 4 weeks, that is not good enough. disappointed, and hope that this complaint will speed things up. to verify takes maximum 5 minutes.

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Dear veetlejoh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents with a time frame for when you can expect your account to be verified and in the correct format?

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

Petra

i have sent all I have to send, unless they will come back to me and say that I have to send some more.

5th April was the date. There I sent a special document, laptop with the bookmakers website, id and my face. a very special way to verify.

Thank you for your reply and for providing the previous details, veetlejoh.

• Have you received any confirmation from the casino regarding the receipt of your documents?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

• I sent it in and it said that it was sent in the website. as they said they are working on it I Assume so.

• Sent you the communication. simple, they are just using too long time to fix this.

Thank you for your reply and for providing the previous details, veetlejoh.

• Could you please advise which games you focused on – slots, live casino, sports betting, etc.?
• Could you please clarify which verification documents you have already provided?

This information is necessary so I can continue with the complaint resolution process.

Thank you again for your cooperation.

Sports betting primarily. I have not played on the accounts for months, I just want my withdrawal

i have sent what they requested. id, proof of address and a selfie with my computer(rabona.com In background) and my id , a very special document to ask for, but which I provided.

Dear veetlejoh

Thank you for your cooperation and for providing all the necessary information. I 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 Kubo (jakub.m@casino.guru). 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,

Petra