Rabona Casino - El jugador está teniendo problemas con la verificación de la cuenta.

Hi, I'm having a problem with Rabona Casino's support.

I made two deposits to the casino: one on January 3, 2025 at 10:33 a.m., and another on January 4, 2025 at 1:44 a.m. Both appear clearly on my bank statement.

However, the casino support keeps asking for two transactions on January 4, which doesn't correspond to reality, as I only made one on that day. The other was on the 3rd.

I've sent the correct receipts, prints, statements and information several times, but they keep refusing automatically and asking for documents that don't exist (two deposits on the 4th).

I'm tired of receiving automatic responses and no real analysis of the documentation. I need this situation to be analyzed seriously, because the error is coming from the support itself.

Thank you in advance for your help.

One of the employees, via email, acknowledged that there was a problem with Rabona's request and asked me to wait for a new analysis and send the statement again? But that seems to have been that.

I've sent it dozens of times, and it's gotten to the point where I can no longer send it via the website, only by email (which I've also sent several times). Now the website verification part is full of errors and I can't send it and sometimes I can't even see the tab...

note: the problem may have something to do with the time zone difference between Brazil and the place where Rabona's server is located...

Olá, estou enfrentando um problema com o suporte do Rabona Casino.

Fiz dois depósitos para o cassino: um no dia 3 de janeiro de 2025 às 10:33, e outro no dia 4 de janeiro de 2025 às 01:44. Ambos constam claramente no meu extrato bancário.

No entanto, o suporte do cassino continua solicitando duas transações no dia 4 de janeiro, o que não corresponde à realidade, pois só fiz uma nesse dia. A outra foi no dia 3.

Já enviei diversas vezes os comprovantes, prints, extratos e informações corretas, mas eles continuam recusando automaticamente e pedindo documentos que não existem (dois depósitos no dia 4).

Estou cansado de receber respostas automáticas e sem análise real da documentação. Preciso que essa situação seja analisada com seriedade, pois o erro está partindo do próprio suporte.

Agradeço desde já pela intermediação.

Um dos funcionários, através do Email, reconheceu que havia algum problema com a solicitação da Rabona, e me pediu para aguardar uma nova análise e enviar novamente o extrato... Porém parece que ficou por isso mesmo.

Já enviei dezenas de vezes, chegou a um ponto que não consigo mais enviar pelo site, somente pelo email (que ja enviei varias vezes tambem). Agora a parte de verificação pelo site está cheia de erros e não consigo enviar e as vezes nem consigo ver essa aba...

observação: o problema pode ter algo envolvendo a diferença de fuso horário entre o Brasil e o local em que o servidor da Rabona se encontra...

Dear Weress,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your deposits seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I don't think you understand. I have already sent ALL the other documents requested and they have already been approved, the only thing missing is what I explained, THE EXTRACT OF TRANSACTIONS. However, I have already provided them and tried to explain to them dozens of times that they were not on the dates they requested, as explained above.

I have also provided the IDS prints of the deposit transactions made in the rabona...

So far I've been waiting 4 MONTHS trying to get them to solve my problem and verify my statement correctly.

Creio que não compreendeu. Eu já enviei TODOS os outros documentos solicitados e ja foram aprovados, somente falta isso que expliquei, O EXTRATO DE TRANSAÇÕES. Porém ja forneci e ja tentei explicar a eles dezenas de vezes que não foram nas datas que me solicitaram, como explicado anteriormente.

Forneci tambem os prints que possuem os IDS das transações de depósitos feitos na rabona...

Até agora estou esperando, FAZEM 4 MESES tentando que eles resolvam meu problema e verifiquem meu extrato corretamente.

these are the only deposits made, check the dates.

esses são os unicos depósitos feitos, veja as datas..

Update: Today they corrected the error in my verification tab that prevented me from sending the statement, allowing me to send the transaction statement again.

I have resent the statement and am waiting for the new revision, which I hope will be correct this time.

Atualização: Hoje eles corrigiram o erro na minha aba de verificação que me impedia de enviar o extrato, me permitindo enviar novamente o extrato de transações.

Fiz o reenvio do extrato e estou aguardando a nova revisão, a qual espero que seja correta dessa vez.

Thank you for your reply and update, Weress. Has there been any news since your last message?

Not yet, verification is still pending on the website.

Ainda não, continua pendente no site a verificação.

Thank you very much, Weress, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Weress,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rabona Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rabona Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

The verification was finally completed a few days ago. My profile is verified. However, they are not meeting the withdrawal deadlines, and I can only withdraw R$1850.00 at a time, 1 withdrawal every 24 hours and I can have a maximum of 3 pending withdrawals at a time, which will take forever to withdraw, especially if they take longer than 3 working days to process each withdrawal...

A verificação foi concluida há alguns dias finalmente. Meu perfil encontra-se verificado. Porém não estão cumprindo com os prazos de saque, e somente consigo sacar R$1850,00 por vez, 1 saque a cada 24h e posso ter no maximo 3 saques pendentes por vez, o que vai fazer levar uma eternidade para sacar, principalmente se eles demorarem mais que o prazo de 3 dias úteis para processar cada saque...

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 Weress,

Unfortunately, the casino hasn't responded to this complaint, and I will be forced to close it as unresolved.

May I first ask you if you were able to withdraw any money from the disputed amount, please?

Best regards,

Romi

I still haven't managed to withdraw a single penny... My withdrawals have been in process for days... On top of that, I'll have to wait for the next withdrawals after these... which will probably take just as long, taking forever.

Ainda não consegui sacar nem um unico centavo... Meus saques estão em processo fazem dias... Ainda por cima vou ter que aguardar os proximos saques depois desses... que provavelmente irão demorar igualmente, levando uma eternidade.

Dear Weress,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Greetings, all.

We have reopened this complaint as per the player's request.

Dear Weress,

Could you provide an update regarding this case, please?

Thank you.

Best regards,

Romi

Dear all,

The payments have been sent from our side. We would like to ask Weress, if he has received them. Please, let us know.

Best regards,

Rabona team

Dear Weress,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru