Rabona Casino - プレイヤーの撤退は遅れています。

Hello, I have a problem with withdrawing money from rabona.com. my account has passed verification. I have ordered 6 withdrawals, 3 have reached me (100, 500, 500€) two are pending, one has been approved but unfortunately the withdrawal I ordered on 6.05 to my € bank account still has not arrived. It's strange because the withdrawal I ordered later (16.05) arrived on 24.05. The withdrawal from 16.05 was ordered to a card, so it could have arrived faster, but the difference in days is huge. Rabona support does not answer my emails and livechat does not see the problem.

Dear dawidjason,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you accumulated your winnings with or without an active bonus? Do I understand correctly that you have opted for a bank transfer?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi. I accumulated my winnings without active bonus and yes i have opted for a bank transfer. I ordered the withdrawal on 6.05, I got the confirmation that it was processed on 17.05, from this date the transfer should go 3-5 days. I am worried because support does not answer my emails at all. Maybe they will refer to it here. Best regards.

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

Hello, dawidjason,

I am sorry to hear that your withdrawals have 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's representative to join this conversation and participate in the resolution of this complaint.

Dear Rabona Casino Team,

Could you please state the reason why the player's withdrawals have not been completely processed yet, and what is the estimated time frame for processing the payments?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out!

Be informed that due to technical difficulties on the side of the payment provider the withdrawals of this client were not processed correctly and were pending for a longer period than usual. We apologize for the inconvenience it might have caused!

We hereby confirm that all the withdrawals were already processed recently and the customer should receive the funds shortly.

Please, let us know if you still have any issues with your withdrawals by contacting our support in the Live Chat.

Best wishes,

Rabona.com

Dear dawidjason,

At this point, I sincerely believe it should only be a matter of time before the payments come to you.

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Please let us know as soon as you receive the payments.

I still haven't received the money.

Dear Rabona Casino Team,

The withdrawal was allegedly processed on May 17th, 2022.

Could you please provide us with an update on the player's withdrawal? What is the estimated time frame for the complete processing of the payment?

Dear all,

Thank you for contacting us!

Unfortunately, due to technical limitations on the side of the payment provider, the limit for each withdrawal request is now 450 EUR.

In order for us to proceed, we would like to kindly ask you to request the withdrawal amount in smaller parts (no more than 450 EUR per one). We will make sure to prioritise your request as soon as we receive it.

Apologies for the inconvenience once again.

Should you have any issues while requesting the withdrawal, you may contact us via Live Chat.

Best regards,

Rabona.com

Thank you for the explanation.

Dear dawidjason,

I am sorry to hear about another delay.

Can you please try to re-request the withdrawal according to the casino representative's instructions above?

Currently, this seems to be the only way to speed up the process.

Firstly. How does changing the withdrawal limit relate to your terms and conditions? It still says there is a 500 euro limit, are you misleading players or is the 450 euro limit just for me? Secondly. You refunded me €1000 to my player account, I had €1500 withdrawn. Where is the missing 500€? Probably it is the lost 500€ that I ordered to my bank account. Please Rabona Casino to explain where this missing 500€ from my player account is. I can send you Bronislav a confirmation that such a withdrawal took place and a confirmation that it never arrived nor was returned to the player's account.

Thank you for the update, dawidjason.

Could you please explain to me the current situation in detail?

The disputed amount was set to €500 (approved withdrawal?), but there were also other 2 pending withdrawals, as you claimed above.

What is the amount that remains in the casino account? What is the amount of pending withdrawals? Were any of the withdrawals denied in the meantime? If yes, what amount was returned back to your casino account and what is still in the pending withdrawals? What is "lost"?

I will need all the details to proceed with the case.

Strange things have been happening on my player account without my interference in recent days. Finally today I received all the missing money via bank transfer. Thank you very much for your help, you can close the case. Bronislav and casino guru you are doing a great job.

Great news! Thank you, dawidjason, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Rabona Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru