Rabona Casino - El retiro del jugador se retrasa.

Hello, I have €13,957 outstanding at Rabona and no withdrawals have been processed since December 3rd. They requested verification documents which I uploaded immediately, but these are simply not being processed either. The documents alone have been in processing for two weeks already, and the casino is doing absolutely nothing.

I made several successful withdrawals in the months prior, and this is the first time such problems have arisen with this casino.

I ask for your help in solving the problem with Rabona.

Hallo, ich habe bei Rabona 13957€ ausstehend und seit dem 03. Dezember wurde keine Auszahlung mehr bearbeitet. Es wurden Dokumente zur Verifizierung angefordert welche ich direkt hochgeladen habe, aber auch diese werden einfach nicht bearbeitet. Die Dokumente alleine sind schon 2 Wochen in Bearbeitung und von Seiten des Casinos passiert gar nichts.

Ich habe in den Monaten davor mehrere erfolgreiche Auszahlungen getätigt und es ist das erste Mal dass solche Probleme mit diesem Casino entstanden sind.

Ich bitte Sie um Hilfe das Problem mit Rabona zu lösen.

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Dear Maruschka,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Which documents have you already submitted, and when did you upload the most recent one?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Kristina,

I received my last successful payout on December 2nd, and it took 2 days.

So far, they've only asked for my ID and a facial scan. I uploaded it two weeks ago, and it's still showing as pending. I hope it stays that way; otherwise, I wonder why Rabona doesn't just request all the necessary documents at once instead of making me wait two weeks each time, only to come up with something new again.

My winnings at that time were achieved with a VIP deposit bonus.

I hope for a quick solution.

Hallo Kristina,

Ich habe meine letzte erfolgreiche Auszahlung am 02.12. erhalten und es hatte 2 Tage gedauert.

Es wurde von mir nur Ausweis und Gesicht scan bisher angefordert. Ich habe es vor 2 Wochen hochgeladen und es ist immer noch auf ausstehend. Ich hoffe dass es bei dieser Anforderung bleibt, sonst Frage ich mich wieso Rabona nicht direkt alle benötigten Dokumente auf einmal anfordert anstatt mich jedes Mal 2 Wochen warten zu lassen um dann wieder mit etwas neuem um die Ecke zu kommen.

Meine Gewinne wurden damals mit einem VIP Einzahlungsbonus erzielt.

Ich hoffe auf eine schnelle Lösung.

My verification status hasn't changed. It still says "pending." The main thing seems to be dragging everything out as much as possible.

Es hat sich an dem Status meiner Verifizierung nichts geändert. Nach wie vor steht dort ausstehend. Hauptsache alles so stark in die länge ziehen wie möglich.

Hello Maruschka,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, Maruschka. When was the last time you contacted the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, I contacted Rabona once via live chat. However, this was 3 weeks ago and unfortunately I didn't take any screenshots.

My identity verification page now shows my identity as confirmed, however, I still haven't received any withdrawals and new withdrawals are blocked for me. Could you please contact the casino to clarify this situation? I've been waiting for my money for six weeks and absolutely nothing is happening without your help.

Hallo, ich habe Rabona einmal im Live Chat kontaktiert. Dies ist allerdings schon 3 Wochen her und ich habe leider keine Screenshots davon gemacht.

In meiner Verifizierung Seite ist mein Identitätsnachweis nun als bestätigt markiert, allerdings habe ich nach wie vor keine Auszahlungen erhalten und neue Auszahlungen sind für mich gesperrt. Könnten Sie bitte das Casino hinzuziehen um die Sachlage zu klären? Ich warte seit 6 Wochen auf mein Geld und es tut sich absolut nichts ohne Hilfe.

Dear Maruschka,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

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.

Hello, I've been asked to provide proof of my crypto wallet. I've uploaded a screenshot from my Trust Wallet confirming my address. To avoid further delays, I want to emphasize that Trust Wallet doesn't request any personal information, so there's no proof using my real name, and I can only provide the screenshot from my Trust Wallet app.

Hallo, es wurde jetzt ein Nachweis von meinem Crypto Wallet gefordert. Ich habe einen Screenshot aus meinem Trust Wallet hochgeladen der meine Adresse bestätigt. Ich möchte weitere Verzögerung vermeiden und erwähne direkt dass Trust Wallet keine persönlichen Daten verlangt und daher ein Nachweis mit meinem echten Namen nicht existiert und ich nur den Screenshot aus meiner Trust Wallet App bereitstellen kann.

Dear Maruschka,

Thank you for bringing this to our attention.

We would like to reassure you that we are currently looking into your case. We have requested a detailed update from our relevant department regarding the status of your verification and the documents provided.

Please be assured that we are closely following up on this matter, and we will provide you with an update as soon as we receive more information.

Thank you for your patience and cooperation.

Best regards,

Rabona Casino Team

Dear Rabona Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Maruschka,

Thank you for your patience.

To proceed with the verification process, we kindly ask you to upload a selfie showing yourself holding your ID document, with our website clearly visible on the screen in the background.

Thank you for your cooperation, and we look forward to receiving the document.

Best regards,

Rabona Casino Team

Dear Maruschka,

Please notify me, when you will be able to submit the requested photograph.

Thank you.

Hi, I uploaded the selfie on Friday.

Hallo, ich habe das Selfie am Freitag hochgeladen

It's still pending. I would be happy if Rabona would finally process my verification. We're now at an 8-week waiting period.

Es ist immer noch ausstehend. Ich würde mich freuen wenn Rabona meine Verifizierung endlich bearbeitet. Wir sind bei 8 Wochen Wartezeit mittlerweile

Dear Rabona Casino,

Could you please provide us with an update on player's submitted photograph?

Thank you.

Dear Maruschka,

Thank you for the update.

We have checked your account and can confirm that the Selfie ID was unfortunately rejected because the website name was not visible in the background, which is a mandatory requirement for our verification process (AOS).

To proceed with your verification, please upload a new selfie where:

You are holding your ID document clearly.

The official website of the casino is clearly visible on a screen in the background.

Once you have uploaded the document according to these instructions, our team will review it as a priority.

Thank you for your cooperation!

Best regards,

Rabona Casino Team

I've re-uploaded it and also uploaded it here for Casino Guru.

I would like to finally complete the verification, please.

Ich habe es erneut hochgeladen und zusätzlich hier für Casino Guru ebenfalls

Ich möchte endlich die Verifizierung abschließen, bitte.

Dear Maruschka,

Thank you for your continuous cooperation throughout the verification process.

We are pleased to inform you that your account has been successfully verified. Please be assured that your pending withdrawal requests are now being processed as a matter of priority and will be finalized as soon as possible.

Thank you for your patience.

Best regards,

Rabona Casino Team

Thank you for the update, Rabona Casino.

Dear Maruschka,

Could you please confirm, if you started receiving withdrawals?

Thank you.

Dear Maruschka,

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.

Hello, there is still €9400 outstanding.

Hallo, es sind noch 9400€ ausstehend.

Thank you for the update, Maruschka.

Please notify me about future withdrawals.

Dear All,

We would like to provide an update regarding the financial status of the account.

As of now, all previously pending withdrawals have been successfully processed and completed. Currently, there are no outstanding withdrawal requests on the account.

Please be assured that we will continue to closely monitor any newly submitted requests to ensure they are handled as swiftly as possible.

Thank you for your continued patience and cooperation.

Best regards,

Rabona Casino Team

Only €5950 remaining. I have to wait until the new month starts to request further payments.

Noch 5950€. Ich muss warten bis der neue Monat beginnt um neue Auszahlungen beantragen zu können.

Thank you for the update, Maruschka.

Dear Maruschka,

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.

Hello, another €2450

Hallo, noch 2450€

Dear Maruschka,

Please notify me, when you receive the rest of the disputed amount.

Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maruschka,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka