Rabona Casino - プレイヤーの引き出しが遅れており、アカウントの確認が未対応です。

I signed up at Rabona to give their sports betting platform a try. Deposited €200, got a new customer bonus of another €200. For some reason the initial bonus was for casino (which I had not requested) instead of sports but after a chat with support the issue was quickly fixed and the sports bonus properly credited (and the casino bonus removed).

After some time I had completed the rollover requirements of the bonus and even won some extra money.

I tried to withdraw from August 11th but all withdrawal requests I made are still stuck on "under review".

€500 11/08 Transaction ID 51408330-d83e-478a-9829-1d66cf8b2e66

€500 12/08 Transaction ID f9262fa0-8f5c-4df3-9658-37b06b38e07f

These were requested as bank transfer. I later cancelled a 3rd request initally made on 14/08 to submit a new withdrawal request via credit card because I only made a single deposit at their site using the same credit card.

€500 01/09 Transaction ID 6f44b23b-0644-4df6-9b45-5bbdefd57f8d

I contacted support multiple times via live chat and email about the delayed payments but answers were never helpful (and probably AI-generated because of word-for-word identical replies).

I was always told that everything was in order and that the money would "soon" arrive. Now, almost a month later, the money still is not there yet the excuses made up by Rabona are still the same.

Whenever I asked what the problem was with my withdrawals I was told there were no problems, just a little... delay.

My account is not verified, but it is not possible for me to verify my account because Rabona refuses to discuss the issue (it says "verification not required" and whenever I ask support directly to verify my account the answer is that verification is not needed at the moment).

How much longer am I supposed to wait on a site that proudly claims to process withdrawals within 3 business days? I got the feeling that I am deliberately slow-walked.

Dear JacobR123, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Rabona Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 
• Do I understand correctly that you only participated in the sports betting?

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, 

Katarina

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The request dated 11/08 is my first ever withdrawal request at Rabona. I have never received any money from Rabona.

I deposited via credit card, withdrawals were initially requested via bank transfer (same bank account as for my credit card).

The last request I made on 01/09 was via credit card (same as for the deposit) but I don't see this getting processed either.

I only participated in the sports betting so far, but isn't the provider all the same? I could use the money in the Rabona casino too if I wanted to, but what's the point if they just never pay out?

It's a miracle - 2 of my withdrawal requests (the ones requested via bank transfer) just got approved!!!

The other request I made via credit card got cancelled which is fine - I will just use bank transfer in the future.

Dear JacobR123,

We regret to inform you that it appears the credit card transaction was declined by the payment provider. We are glad, however, that your bank transfer withdrawals have been successfully approved.

Thank you for choosing bank transfer as your preferred method, as this ensures smoother processing. We would also like to let you know that your newly submitted request will be handled with priority.

We appreciate your patience and cooperation.

Best regards,

Rabona Casino Team

Dear JacobR123, 

In order to proceed with your current withdrawal, your account needs to be successfully verified. We kindly invite you to log in and upload the required documents in the Verification section at your earliest convenience.

We appreciate your prompt cooperation and thank you in advance.

Kind Regards,

Rabona Casino Team

Hello JacobR123,

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

Hello JacobR123,

thank you for your messages and patience.

Have you passed the KYC verification as was requested of you?

Looking forward to your reply,

Katarina

Dear JacobR123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I am working on that. My documents have been approved except for the credit card statement which for some reason lists the Rabona transaction under a misleading name. I checked and double-checked my transactions that day and it must be Rabona, its the same amount, the same day and the same credit card (and there is no other credit card payment for that day that is unaccounted for).

Tried to explain this to staff so it can be properly processed.

Dear JacobR123,

Thank you for your explanation regarding the credit card statement. We are pleased to inform you that your account has now been successfully verified.

Best regards,

Rabona Casino Team

Thank you for the update, Rabona Casino.

Dear JacobR123,

could you please advise if you have received the confirmation of your account being verified?

Have your withdrawals been processed as well?

Looking forward to your reply,

Katarina

Dear JacobR123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes the account has been successfully verified. All is fine, thanks for the help. Case closed.

Dear JacobR123,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru