Rabona Casino - プレイヤーの撤退が遅れています。

Hello, on January 15th, I requested a withdrawal of the aforementioned amount. I was given a timeframe of 5 business days for the payment to be made to my account. However, this timeframe has been completely exceeded, and I have not yet received the amount I requested.

I was asked for KYC verification, and the account is fully verified. I did not use any type of bonus.

When I talk to support, I only receive generic messages regarding the payment, and since the deadlines have already been exceeded, they do not provide me with another date for the payment.

Olá, no dia 15/01 solicitei o saque da quantia acima. Me foi solicitado o prazo de 5 dias úteis para que o pagamento fosse efetuado em minha conta. Porém, esse prazo já foi completamente ultrapassado e até agora não obtive a quantia que solicitei.

Me solicitaram a verificação KYC, a conta está totalmente verificada, e não fiz uso de nenhum tipo de bônus.

Quando falo com o suporte, recebo apenas mensagens genéricas referente ao pagamento, e como os prazos já foram ultrapassados, não me passam outro prazo para o pagamento.

Dear valeriobitar,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Okay, I'll wait the requested 14 days. But as I mentioned earlier, the communication with support didn't ask me for a new deadline, they just informed me that there had been a delay.

Ok, irei aguardar os 14 dias solicitados. Mas como mencionei anteriormente, a comunicação com o suporte não me pedia um novo prazo, apenas me informaram que houve um atraso.

Hello, I would like to inform you that 14 days have passed since my withdrawal request, and so far I have not received the amount I requested.

Olá, venho informar que hoje completam-se 14 dias desde minha solicitação para saque, e até o presente momento não obtive o valor que solicitei retirada.

Thank you for your reply.

Could you please specify if you made any successful withdrawals before?

Which documents did you send to the casino for KYC?

What types of games did you play - e.g. slots, live casino games, sports betting?

I haven't made any withdrawals so far.

As far as documents are concerned, I sent ID, proof of address, a selfie and a transaction history, all of which were accepted.

As for the bets, they were all sports bets.

Eu não efetuei nenhuma retirada até então.

Em relação aos documentos, enviei documento de identificação, comprovante de endereço, foto selfie e histórico de transações, todos foram aceitos.

Em relação a apostas, foram todas em apostas esportivas.

Thank you for your response.

Could you please forward me the communication between you and the casino regarding the delay in processing your payment? You can send it to me at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Additionally, could you specify the reasons the casino has given for the delay? Have they mentioned any ongoing investigation related to your account or gameplay?

I only get generic answers, they never give me a specific reason why they haven't received it, they even say they can't give me a new deadline because they're not part of the financial sector...

Recebo apenas respostas genéricas, nunca me informaram um motivo especifico para o não recebimento, inclusive afirmam que não podem dar um novo prazo por não fazerem parte do setor financeiro...

Thank you very much, valeriobitar, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear valeriobitar,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Rabona Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

Please be informed that the customer's withdrawal has been paid out on 11.02.2025.

We sincerely apologize for any inconvenience caused by the delay.

Best regards,

Rabona team

Dear Rabona Casino,

thank you for your response.

Dear valeriobitar,

could you please confirm that you have received your funds from the Rabona Casino?

Dear valeriobitar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.