Rabona Casino - 選手の退出手続きが延期されました。

Hello,

Unfortunately, the casino is just stalling me and placating me with standard bot replies. This problem seems to have affected several users before me. I requested a withdrawal on March 19th and another on March 20th, each for €500. These still haven't been transferred. I didn't use any bonuses, and previous withdrawals always worked perfectly. I've never had any problems before. Now, on April 8th, I've submitted another request through a different payment provider. I'm still waiting to see what happens. I've attached screenshots of the withdrawals.

Hallo,

leider werde ich von dem Casino nur hingehalten und mit Standard Bot antworten ruhig gestellt. Dieses Problem scheint bei einigen Usern vor mir schon der Fall gewesen zu sein. Ich hab eine Auszahlung am 19.03. und eine am 20.03 beantragt. Jeweils 500€. Diese sind immernoch nicht überwiesen. Ich hab keine bonis benutzt und in früheren Auszahlungen hat immer alles bestens funktioniert. Ich hatte vorher nie Probleme. Nun habe ich am 08.04. noch eine Anfrage über einen anderen Zahlungsanbieter gestartet. Da warte ich noch was nun passiert. Ich füge die Screenshots der Auszahlungen bei.

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Dear Balien,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Did you use the same withdrawal method in the past?
• Can you confirm that your KYC verification was completed?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hey, thanks for editing.

My last successful withdrawal of €400 using the same method was transferred on March 24th. I had requested it on March 18th.

So, one day before the second request, which has not yet been processed.

I have used this payout method without any problems in the past.

My KYC verification is fully complete.

Hey, danke für die Bearbeitung.

Meine Letzte erfolgreiche Auszahlung über 400€ mit der gleichen Methode wurde am 24.03. überwiesen. Angefragt hatte ich am 18.03.

Also einen Tag vor der zweiten Anfrage die bis jetzt aber nicht bearbeitet wurde.

In der Vergangenheit habe ich diese Auszahlungsmethode problemlos verwendet.

Meine KYC-Verifizierung ist vollständig abgeschlossen.

Thank you very much for your reply, Balien. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

I just sent the email. Thank you.

Hallo Kristina,

die E-Mail hab ich soeben versendet. Dankeschön.

Hello,

Since I still haven't received any payment, I contacted the Rabona support team again today via email. I've attached a screenshot of my inquiry and their response.

Hallo,

da ich aktuell immer noch kein Geldeingang feststellen konnte habe ich heute erneut per Mail Kontakt aufgenommen zum Rabona Support Team. Meine Anfrage und die Antwort füge ich hier als Screenshot bei.

Dear Kristina,

Can you tell me what the next steps are?

Unfortunately, there has still been no response from Rabona.

Liebe Kristina,

kannst du mir sagen was jetzt die nächsten Schritte sind?

Leider gibt es von Rabona noch immer keine Reaktion.

Dear Balien,

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, Samuel (samuel.s@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,

Kristina

Dear Balien,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Rabona Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Rabona Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel,

Thank you so much for your efforts. I hope to hear back soon.

Should I have any updates regarding the request, I will of course get in touch.

Best regards

Hallo Samuel,

vielen Dank für deinen Einsatz. Ich hoffe auf eine baldige Antwort.

Sollte es meinerseits Neuigkeiten zur Anfrage geben dann melde ich mich selbstverständlich.

Beste Grüße

Dear Balien,

Thank you for reaching out and sharing the details of your experience.

Please be assured that we are currently looking into your account and the status of your pending withdrawals with our financial department to provide you with a clear update.

We appreciate your patience while we investigate the matter, and we will get back to you here as soon as possible with more information.

Best regards,

Rabona Casino Team

Hello everyone,

thank you, Rabona Casino, for the update.

Dear Balien, thank you for your message as well. For now, we will wait for the casino’s further review and their next update.

Once they come back with more details, we will see what the next steps will be.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Balien,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel