Rabona Casino - 選手の退場が遅れました。

Hello everyone, I have two pending withdrawals with Rabona Casino, the first dating back to February 1st for 500 euros, and the second to February 4th for another 500 euros.

As of today, despite contacting customer service both through live chat and email, the response I've received is that the withdrawals are indeed pending as they require 3-5 business days to process. Today is the fifth day for the first withdrawal, but still nothing. I don't understand what the problem might be.

Salve a tutti, ho due prelievi in sospeso con Rabona casino, il primo risale al giorno 1 Febbraio di euro 500, il secondo al giorno 4 Febbraio di euro 500.

Ad oggi, dopo aver contattato il servizio clienti sia tramite live chat che tramite email, la risposta è stata che i prelievi sono perfettamente in attesa perché necessitano 3/5 giorni lavorativi. Ad oggi è il quinto giorno per il primo prelievo, ma per ora niente. Non capisco quale sia il problema

Dear Raff99,

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,

Petronela

Dear Petronella,

To date, I have not yet received any account verification requests

Gentile Petronella,

Ad oggi non mi è arrivata ancora nessuna richiesta di verifica dell'account

Good morning everyone,

Small update, as of today, February 10th, I have not yet received any payment, nor any account verification.

Buongiorno a tutti,

Piccolo aggiornamento, ad oggi giorno 10 Febbraio non ho ricevuto ancora nessun pagamento, né tantomeno alcuna verifica di account.

I'm sorry for the late reply. Thank you very much, Raff99, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear Raff99,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rabona Casino representative to join this conversation.

Dear Rabona Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Good morning Mirka,

Update :

After speaking with one of the many users who had problems with this casino, he advised me to try to cancel the withdrawal and try to make a new one with another credit card. I tried, and I got the message 6321 (withdrawal action is limited by group). I tried to place a bet on roulette, and a message popped up saying I can't bet - they've blocked my account.

I tried to contact support, I attach the response from these gentlemen.

In any case, I don't think it's normal that the terms describe a time of 3 working days for a withdrawal, the assistance asks for 5, while in reality if you're lucky it's more, otherwise they don't pay at all.

==================================

Dear R******** B****, Thank you for contacting our Customer Service Team. We would like to kindly inform you that as per the terms and conditions signed by you during registration: 2.1 I services are offered if you have reached the legal age of 18 (eighteen) years of age. By accepting the Terms you guarantee that you comply with the age restrictions, and you must leave the site immediately if you are not at least 18 years (eighteen) of age. 4.1 By opening an account on our website and using our website, you declare :

to act on one's own behalf;

to be a responsible and law-abiding citizen;

that you do not have a gambling addiction, that you do not use the website under the influence of alcohol, drugs or other substances;

all data and information provided when registering on our website are true and real and the customer will continue to update them in case of any changes;

that you fully understand and accept that there is a possibility of monetary loss when using our services;

you do not use monetary funds obtained illegally or from illegal sources;

you have not colluded and will not make any attempt to collude directly or indirectly with another customer of the website;

the credit/debit card or any other payment method that the customer uses to top up their account balance belongs to the customer, has not been stolen and has not been lost by another person. The Company reserves the right to close your account and void any winnings if you reasonably suspect that you have breached this warranty.

Therefore, the Company reserves the right to close and retain any winnings if the verification procedures and checks indicated in the Terms have not been successfully completed. https://rabona.com/it/rules If you have any further questions, please do not hesitate to contact us via email support@rabona.com or via Live Chat. If you wish, you can share your opinion about our service [ HERE ] Best regards, The Rabona.com team

Buongiorno Mirka,

Aggiornamento :

Dopo essermi confrontato con uno dei tanti utenti che hanno avuto problemi con questo casino, mi ha consigliato di provare ad annullare il prelievo e provare ad effettuarne uno nuovo con un altra carta di credito. Ci ho provato, e mi è comparso il messaggio 6321 (l'azione di ritiro è limitata dal gruppo). Ho provato a piazzare una scommessa alla roulette, ed è comparso un messaggio che dice che non posso scommettere: hanno bloccato il mio account.

Ho provato a contattare l'assistenza, vi allego la risposta di questi signori.

In ogni caso io non credo sia normale che nei termini venga descritto un tempo di 3 giorni lavorativi per un prelievo, l'assistenza ne chiede 5, mentre poi in realtà se si è fortunati sono di più, altrimenti non pagano proprio.

=================================

Gentile R******** B****, La ringraziamo per aver contattato il nostro Team di Assistenza Clienti.Con la presente vorremmo cortesemente informarla che come da termini e condizioni da lei sottroscritti in fase di registrazione: 2.1 I servizi vengono offerti se hai raggiunto la maggiore eta' prevista dalla normativa 18 anni ( diciotto) di eta. Accettando i Termini garantisci di rispettare i limiti di eta', e dovrai abbandonare immediatamente il sito se non hai raggiunto i 18 anni (diciotto) di eta.4.1 Aprendo un account sul nostro sito web e utilizzando il nostro sito web, l'utente dichiara: 

di agire per conto proprio;

di essere un cittadino responsabile e rispettoso della legge;

di non avere una dipendenza da gioco d'azzardo, di non utilizzare il sito web sotto l'effetto di alcol, droghe o altre sostanze;

tutti i dati e le informazioni forniti al momento della registrazione al nostro sito web sono veritieri e reali e il cliente continuerà ad aggiornarli in caso di eventuali modifiche;

di comprendere e accettare pienamente il fatto che esiste la possibilità di una perdita monetaria durante l'utilizzo dei nostri servizi;

l'utente non utilizza fondi monetari ottenuti in modo illegale o da fonti illegali;

l'utente non è entrato in collusione e non farà alcun tentativo di collusione diretta o indiretta con un altro cliente del sito web;

la carta di credito/debito o qualsiasi altro metodo di pagamento che il cliente utilizza per ricaricare il saldo del proprio conto appartiene al cliente, non è stata rubata e non è stata persa da un'altra persona. La Società si riserva il diritto di chiudere il conto e di annullare qualsiasi vincita in caso di ragionevole sospetto di violazione della presente garanzia da parte dell'utente.

Pertanto La Società si riserva il diritto di chiudere e trattenere le eveuntuali vincite, se le procedure di verifica e i controlli indicati nei Termini non saranno stati completati con successo.https://rabona.com/it/rulesSe dovesse avere ulteriori domande, non esiti a contattarci via e-mail support@rabona.com o tramite Live Chat.  Se desidera potrà condividere il suo parere riguardo al nostro servizio [QUI]I migliori saluti, Il team di Rabona.com

Dear Customer,

Thank you for reaching out to us.

We would like to inform that we are looking into the circumstances of the case and will reply in due course once we collect all the relevant information.

We kindly request that you remain patient as we endeavour to respond as soon as possible. Thank you in advance.

Best Wishes,

Rabona

Dear Customer,

Thank you for uploading the necessary documents.

However, for verification they are not sufficient therefore we kindly request you to upload the following documents:

533317******6892 - both sides of card. Front side should have only first 6 and last 4 digits visible as well as name and expiry date. Other information should be hidden . Backside should have CVV hidden .

Transactions history of the card from 01.01.24 to 15.02.24

We assure that your verification will be carried with priority once we receive the required documents.

Thank you for understanding!

Best Wishes,

Rabona

Dear Casino Representative,

In the meantime, thank you for your interest.

Secondly, I have some questions to ask you about the documents to upload

As regards the transaction history, I have to send you a screenshot for the period you requested, because unfortunately Poste Italiane does not provide any PDF file of the current year's transactions, but only those of previous years.

Gentile rappresentante del Casino,

Intanto la ringrazio per l interesse mostrato.

In secondo luogo ho qualche domanda da porle circa i documenti da caricare

Per quanto riguarda lo storico delle transazioni, devo per forza inviarvi uno screenshot per il periodo da voi richiesto, perché purtroppo Poste italiane non fornisce alcun file pdf delle transazioni dell anno in corso, bensì soltanto quelle degli anni precedenti.

Dear Customer,

Thank you for reaching out.

We kindly request you to upload the screenshots of your transaction history from 01.01.24 to 15.02.24 of your card 533317******6892.

Once we receive the documents, we will forward it to the relevant department for review.

Thank you for understanding!

Best Wishes,

Rabona

Good morning,

I tried to upload screenshots of the transactions relating to the period you requested, but unfortunately your site does not upload more than 5 files, so you won't allow me to send you what you need.

I await instructions from you. If you want, I can also send them to you here, or by email

Buongiorno,

Ho provato a caricare gli screenshot delle transazioni relative al periodo da lei richiesto, ma purtroppo il vostro sito non fa caricare più di 5 file, per tanto non mi consentite di inviarvi ciò che vi serve.

Attendo istruzioni da parte vostra. Se vuole posso inviarvele anche qui, o per email

Dear Customer,

Thank you for your cooperation.

We kindly request you to send the documents via email at support@rabona.com.

We sincerely appreciate your understanding!

Best Wishes,

Rabona

Dear representative,

I just emailed screenshots of my transactions to my colleagues at support@rabona.com .

In the attachment you will find the email you just sent.

Thank you

Gentile rappresentante,

Ho appena mandato email con gli screenshot delle mie transazioni ai colleghi di support@rabona.com.

In allegato trova l'email appena inviata.

Grazie



Dear Raff99,

Could you please inform me, if there has been any update regarding your verification process?

Thank you.

Good morning Mirka,

Yesterday morning the Rabona administration contacted me via email asking me the source of two credits on my card, after having reviewed my transactions.

I replied to them in the evening because I was out, showing them in a clear and transparent way the details of the transactions via screen and via other emails received.

As soon as they reply I'll let you know

Buongiorno Mirka,

Ieri mattina l'amministrazione di Rabona mi ha contattato via email chiedendomi la fonte di due accrediti sulla mia carta, dopo aver visionato le mie transazioni.

Li ho risposto in serata perché sono stato fuori, mostrandogli in modo chiaro e trasparente i dettagli delle transazioni tramite screen e tramite altre email ricevute.

Appena mi rispondono le farò sapere

Dear Raff99,

Have you been able to see any progress in your verification process?

Thank you.

Hi Mirka, after having also sent them the shopping list at the supermarket, and the quantity of toilet paper consumed at my house, they decided to close my account, with the motivation of having violated section 3.2 of their terms and conditions as scammers Which ones are they.

This is rabona casino gentlemen, what you pay is theirs, what you win is theirs

Ciao Mirka, dopo avergli inviato anche la lista della spesa al supermercato, e il quantitativo di carta igienica consumata a casa mia, hanno ben deciso di chiudermi l'account, con la motivazione di aver violato la sezione 3.2 dei loro termini e condizioni da truffatori quali sono.

Questo è rabona casino signori, quello che versi è loro, quello che vinci è loro

Dear Raff99,

As you can see, the mentioned term is dedicated to multiple accounts:

I would like to ask you, just to be sure, if by any chance any of these situations could have happened in your case:

• you provided an incorrect name,
• you opened multiple accounts,
• more people living in the same house as you opened an account at Rabona Casino, or
• you use VPN?

Thank you for your cooperation.

Hi Mirka, these licensed scammers mistook my sister's account for a duplicate of me. It's a shame, however, that my sister lives with our parents, and opened her account for her own business, while I live with my girlfriend in another house km away.

Furthermore, the fraudulent terms and conditions of these gentlemen also say that the "duplicate" account must be closed, and not the original one. So since my sister opened it later, hers should be reluctantly closed, not mine. The problem is that there are more than 5100 pappardelle on my account, so the scammers covered their asses by asking me for my account... Good clowns, obviously it doesn't end here

Ciao Mirka, questi truffatori autorizzati hanno scambiato l'account di mia sorella per un mio duplicato. Peccato però che mia sorella vive con i nostri genitori, ed ha aperto il suo account per fatti suoi, mentre io convivo con la mia fidanzata in un altra casa distante km.

Inoltre i termini e le condizioni truffaldine di questi signori, dicono anche che ad essere chiuso deve essere l'account "duplicato", e non quello originale. Quindi dato che mia sorella l ha aperto dopo, dovrebbe essere chiuso a malincuore il suo, non il mio. La questione è che sul mio account ci sono più di 5100 pappardelle, quindi i truffatori si sono parati il culo chiedendomi il mio di account... Bravi pagliacci, ovviamente non finisce qua

Dear Raff99,

I understand that you and your sister are currently residing in different houses. However, do your IDs list different residential addresses?

Dear Mirka,

We sent you an email with evidence of our actions.

Looking forward to hearing from you.

Best Regards,

Customer Service

Good morning representative,

The interested party is me, not you and Mrs. Mirka, I have to see the evidence as the injured party, this shows how rude and rude you are, as well as scammers.

You are making yourself a really good publicity with the way you operate, everywhere you look, there are negative reviews about you.

Isn't it better to maybe start respecting the terms and conditions that you have established? Perhaps starting to provide withdrawals within 3 days as specified in the terms and conditions you wrote. This is scam my friend, you know?

Buongiorno rappresentante,

Il soggetto interessato sono io, non lei e la signora Mirka, le prove devo vederle io in quanto parte lesa, questo dimostra quanto siete, oltre che truffatori, anche maleducati e cafoni.

Vi state facendo proprio una bella pubblicità con il vostro modo di operare, ovunque si cerchi, ci sono recensioni negative su di voi.

Non è meglio magari iniziare a rispettare i termini e condizioni che avete stabilito voi? Magari iniziando ad erogare i prelievi entro 3 giorni come specificato nei termini e condizioni da voi scritti. Questa è truffa amico mio, lo sai?

Dear Raff99,

The casino sent me evidence, that your account is duplicate with another account, because the same card has been used for deposits in both of the accounts.

Do you know, why this could have happened?

Dear Raff99,

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.

Good morning,

My card was used for my sister's account for a short time as I did not have it. When he had the availability, he used his

Buongiorno,

La mia carta è stata utilizzata per il conto di mia sorella per un breve periodo in quanto non in possesso. Nel momento in cui aveva la disponibilità, ha usato la sua

Dear Raff99,

I understand, this situation is unpleasant to you, but it is a standard rule in casinos, that we consider fair, that it is forbidden to share your payment method (card, account,..) with other players, as it can be considered as multiple account usage, or collusion.

In 3.2 in General Terms of Rabona Casino it is also mentioned, that ,, If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation".

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.