Rabona Casino - 本人確認の問題により、プレイヤーの出金が遅延しています。

I started the verification process with Rabona about seven months ago, as it was required to withdraw funds. I submitted the initial documents, then they requested additional ones, which took about two months. Since then, I haven't received any response, and my account still has restricted withdrawals. I need help resolving this. Every time I've emailed to inquire about missing information or updates, they reply that they're still reviewing the case, which seems very strange given how long this has been going on. I'll attach screenshots of responses from different dates so you can see they always say the same thing. I hope you can help me resolve this, as my funds have been restricted for many months.

Hace unos 7 meses que empecé el proceso de verificación en Rabona, ya que para poder retirar dinero necesitaba hacer ese proceso. Mandé los documentos, luego me pidieron otros y demoró como 2 meses esto. Tras eso, no me han contestado nada y mi cuenta sigue con los retiros restringidos, por lo que necesito de ayuda para poder solucionar esto. Cada vez que he mandado un correo para saber si falta algo o alguna actualización del caso me responden que siguen viendo el caso, lo cual me parece muy raro ya que llevo muchos meses con esto. Adjuntaré imagenes de respuestas de diferentes fechas para que puedan ver que contestan siempre lo mismo. Espero me puedan ayudar a poder solucionar esto, ya que tengo mi dinero restringido desde hace muchos meses.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your payouts were restricted?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you were asked to provide, and in which format you provided them to the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good afternoon, in response to your questions, I created my account about a year ago on Rabona. I'm a sports bettor and that's where I accumulated my balance. Regarding bonuses, I only remember using the welcome bonus, which I quickly lost. Then I made another deposit and from then on, I placed bets without the bonus. Finally, they asked me for photos of my ID, a photo of me holding my ID, and bank statements for the account I used to deposit. I sent these documents in PDF format many times. I sent all the documents they requested, and I still haven't received a response.

Buenas tardes, respondiendo a sus preguntas, me cree la cuenta como hace 1 año aproximadamente en Rabona, soy jugadora de apuestas deportivas y ahí acumulé mi saldo. En cuanto a bonos, recuerdo sólo ocupar el bono de bienvenida y lo perdí rápidamente, luego volví a depositar y de ahí en mas hice apuestas sin bonificación. Por último me pidieron fotos de mi CI, de mí sosteniendo el CI, además de las cartolas de la cuenta con la cuál deposité. Envié muchas veces estos documentos en formato pdf. Envié todos los documentos que me pidieron y aún así no me han dado respuesta.

Good day, Tomás,

I am writing again to earnestly request that a member of Casino Guru help me investigate this case, as it has been months and months of responses from an AI bot, all to stall the process, since there has been no progress in the last 3 or 4 months.

Furthermore, I have seen that there have been positive resolutions in other cases through this same means, with the same questions and the same answers from Rabona's chat and email that do not provide any solution.

I await your response so we can see how to proceed with this process.

Greetings.

Buen día Tomás,

Vuelvo a escribir para pedir encarecidamente que algún miembro de Casino Gurú me ayude para investigar sobre este caso, ya que son meses y meses de respuestas sacadas de un bot de IA, todo esto para estancar el proceso, ya que no hay ningún avance al respecto en estos últimos 3 o 4 meses.

Además he visto que ha habido resoluciones positivas en otros casos por este mismo medio, con las mismas interrogantes y mismas respuestas del chat y correo de Rabona que no dan ninguna solución.

Espero su respuesta para poder ver como se puede seguir en este proceso.

Saludos.

Hello Mrojas59,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I hope Tomas will at least give me the opportunity to speak to the casino so they can explain this to me. I'm hopeful they can help me because they're not responding to me.

Espero que Tomas al menos me de la oportunidad de hablarle al casino para que me den explicaciones respecto a este tema. Tengo esperanza en que me puedan ayudar porque a mi no me responden.

Thank you for your reply, Nikitasc. I’m sorry to say I don’t have good news.

If your winnings were confiscated after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.