Rabona Casino - El retiro del jugador se retrasa.

Good afternoon,

I am writing to request assistance because the casino in question has been delaying my payment for over two weeks now, always giving the same excuse that there are delays in payment.

In the chat, they tell me to stay calm. I sent an email to support but have not received any response.

Can you please help?

boa tarde

venho pedir ajuda porque o casino em questão, há mais de duas semanas que estão para efetuar o meu pagamento e a desculpa é sempre a mesma.dizem que estão com atrasos no pagamento.

no chat dizem para eu ter calma, enviei um email para o suporte e não obtive resposta.

podem ajudar por favor?

Dear teixeiraandre009,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Good morning

Yes, I've already made a successful withdrawal, but for a smaller amount.

No, my winnings were not from bonuses.

Regarding kyc, it says that it is not necessary to verify my account yet.

I've attached some screenshots, emails sent, account status and withdrawal status.

I also have several screenshots of the chat always giving the same answer.

Thank you

Bom dia

Sim, já cheguei a fazer um saque bem sucedido mas de valor inferior.

Não, os meus ganhos não foram com bónus.

Em relação à kyc, diz que ainda não é necessário verificar a minha conta.

Deixo em anexo alguns prinst, email enviados, estado da conta e estado do saque.

Tenho também vários prints do chat dando sempre a mesma resposta.

Obrigado

I still haven't heard back from the casino rabona and in the chat they always make the excuse that it's late and that I should be patient.

Continuo sem resposta do casino rabona e no chat continuam sempre com a desculpa do atraso e para eu ter paciência.

Thank you very much, teixeiraandre009, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Thank you very much!

To this day the answer is always the same and there is no resolution of the problem by the Rabona casino!

Muito obrigado!

Até ao dia de hoje a resposta é sempre a mesma e não há resolução do problema por parte do casino Rabona!

Dear teixeiraandre009,

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 clarification regarding this case?

Thank you in advance,

Mirka

I really appreciate your help.

Today they replied to my email, but once again with the same excuse.

I leave the photos attached.

Agradeço muito a vossa ajuda.

Hoje responderam ao email mas mais uma vez com a mesma desculpa.

Deixo as fotos em anexo.

Today is the 31st and the answers are always the same.

I'm attaching the last chat conversation.

But I have chats from every day with the same answer.

Hoje estamos a dia 31 e as respostas são sempre as mesmas.

Deixo em anexo a última conversa do chat.

Mas tenho conversas de todos os dias com a mesma resposta.

Good morning.

I'd like to inform you that you've finally made the transfer.

I'm sure it was thanks to you that my money was withdrawn.

Thank you very much to the entire casino guru team!

Bom dia.

Venho informar que finalmente fizeram a transferência.

Tenho a certeza que foi graças a vocês que o levantamento do meu dinheiro foi efetuado.

A toda a equipa do casino guru, muito obrigado!

Dear teixeiraandre009, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru . Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Mirka

Casino.Guru