Rabona Casino - 決済が遅延しているとのクレームがあります。

On the 13th of May I requested a withdrawal of $800 from winnings that I obtained without any bonuses and purely from my deposit. After not hearing anything after the 3 working days as outlined in the casino's T&C's, I contacted the finance department for an update on my request. They assured me that my request has been "approved & completed from their side" and that the delay was on the "payment provider's side".

I waited another week and noticed that my withdrawal still appears to be "pending" on my casino account. This means that the withdrawal request has not really been "approved" by them like they have told me because if it had been approved, it wouldn't still say "pending" and should instead say processed/approved.

Furthermore, I have requested updates daily and have been repeatedly told "that this is an automatic process through the payment method. " with no further updates. My account "does not require verification" so that obviously isn't the issue.

We are approaching the two week mark now and I am yet to receive the money in my bank account.

Dear jmosh,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you Kristina, but no where has the casino advertised a waiting time of up to 14 days for a withdrawal. Furthermore, the casino's response to me saying they had completed and approved the withdrawal request which appears to be false and not true given that the request says its "pending" on my account, and not "approved". Do you not think that this is a justifiable reason for you to intervene now as opposed to waiting 5 more days to assist in resolving the complaint?

I have provided screenshots to support my claim which should be more than enough to move forward with the complaint.

Thank you for your help thus far.

Update - Rabona have just randomly canceled my withdrawl with no explanation please help

Dear jmosh,

Have you received your withdrawal from the casino yet?

Dear jmosh,

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.