Rabona Casino - ラボナカジノからのプレイヤーの引き出しが遅れています。

Hello everyone, and I wish you a happy 2025.

Unfortunately for me, it is not such a happy start since I have being having issues with Rabona casino.

I have seen similar threads here concerning this casino, and some folks have actually got their money, so I'm writing in hopes I will find my right here as well.

I have joined rabona casino around 2 months ago, and I received the 1st deposit bonus of 100 euros in sports. (So in total I had 200 euros, 100 deposit and 100 bonus)

After completing the wager requirements by betting in several football matches, I had around 500 euros in my account. On 10/12/2024, I withdrew 300 euros of that amount via the same method I used for the deposit, specifically using binance pay.

Some days gone by, and I continued playing with the rest of the funds I have left in my account, while the withdrawl was still pending.

I was lucky enough to win some more, and my account had around 400+ euros (plus 300 pending for withdrawl). At that moment, the casino limited my bet with a 10 euro max bet. The only reason I can think about was because I was lucky and I was winning.

After the withdrawl hasn't been processed for 10 or more days, I contacted the live chat. They reassured me that my funds are safe, and they are busy and have a big workload, so there will be a small delay. I send a message again after several days, with the same response. After 24 days, I still haven't received my withdrawl of 300 euros, and the limit of 10 euros is still active. Therefore, now I can neither receive my money, nor I can continue placings bets (since 10 euros max bet is not meaningful enough..).

Also even if I could bet, I still couldn't receive the funds in my account.

I haven't received any useful info from support, they keep recycling the same answers, like "sorry there is a delay" or "We will inform the withdrawl department of the delay etc".

I've seen several other complaints about delays for withdrawls, and I wonder how the casino expects to keep us as clients if we need 1 month or more for a withdrawl? How can I trust them to deposit more funds and continue playing there...?

Any help will be appreciated...

Hello gkania,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we do not handle matters related to sports betting so we can assist you only regarding the delayed withdrawal.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello Nick and thank you for your quick reply.

Here are the information you requested:

-My account has NOT gone through KYC process. I actually asked support about this, and they replied it's not neccessary, and if something is required I will be notified through the system. (I have screenshot of this as well)

-Yes, as I explained I deposited the amount of 100 euros, and with the deposit bonus that amount went to 200 euros. The winnings was a combination of using both real money and the bonus money. I have completed well over the wagering requirements.

-Last time I spoke with support was 2 days ago, and it was about the delay of my withdrawal, as you can see from the screenshots I have provided.

Thanks again for your time and assistance, it's deeply appreciated.

After asking for KYC and I completed it sucessfully, they banned the account. In the live chat support, they are literally making fun of me, telling me they send recovery instructions at my email, but they don't...

Thank you gkania for all the information provided. I will now forward your complaint to my colleague Stefan ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello gkania,

I am so sorry to hear your account got blocked and your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Rabona Casino representative to join this conversation and participate in resolving this complaint.

Dear Rabona Casino,

Could you state why the player's account got blocked? Is there any reason why the player's 300€ weren't paid?

Thank you in advance for providing the information.

Hello again. Finally, some good news! I received the payment of 300 euros,and I got access again in my account.

(After several messages in live chat, multiple KYC etc, emails...)

Anyway, now I withdrew the rest of the funds in my account, I hope it ends well. I will let you know of the outcome.

Thanks so much for everything so far.

Hello gkania,

That's great to hear!. Could you let us know the balance in your casino account right now so I can edit the disputed amount?

I'll be awaiting your reply.

Dear gkania ,

Kindly be informed that your newest withdrawal is in processing with the relevant department and should be with you very soon.

Best Regards

Rabona Team

I can confirm that I have received the full payments of all of my withdrawls. I sincerelly thank casino guru for the involvment. I also appreciate the rabona casino has successfully completed all my withdrawls. However, I must still mention the 1.5 months waiting time, the not so great support, and diffucult KYC process.

Dear gkania,

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, 

Stefan,Casino.Guru