Rabona Casino - El retiro del jugador se retrasa y los problemas con la cuenta persisten.

22 days have passed since i requested a withdrawal every day in the live chat i get the same answer that there has been a delay because of a big volume of withdrawal requests but no specific answer when can i expect my money. I wrote emails to support@rabona.com

and when they answer i get the same answer. I say "when" because a lot of my emails were ignored. I wasnt rude. I just asked what is happening and why. Nobody is doing anything to make it go faster. 3 of support agents said you will get your money by the end of this week. That was 2 weeks ago. But ok im patient im waiting. Its ok. So i see i have a lot of points to buy some bonus cards so thats what i do just to kill time a little bit. I buy a card for 100 points and i should get 70 free spins but i dont get them. They tell me i cant get it because i have a withdrawl pending. Then i buy a card for 3 points which grants me 5 free spins. So i ask in the live chat. Why can i have 5 but not 70? Then they investigate leave me waiting and then they give me the free spins. And i enter the free spinis i press play i then it says your bonus is cancelled. So basicly that casino is the worst. I still havent got ang money and that annoys me. First withdrawl i had was 400 euros. And they also had a delay but i got my money in 8 days. No its been 22 days and i think i will never get my money. So yeah. Definitely to someone reading this avoid rabona casino.

Dear mauroparis45,

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.

• When exactly did you make the last successful withdrawal?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active 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,

Kristina

• The last successful withdrawl was on 18th of march. But i requested it 10 days before that. I also had to wait longer then it says on their website and also i got the same answer as now that there has been a delay because of large volume of withdrawal request.
• Regarding the KYC i was also worried that i dont have all the necessary documents and I asked numerous times is there anything else i need to send because when i go the vertification section it says my account is not vertified but it also says that my account dont need verification for now. And they said that I dont need to send anything. The system does not require any verification from me

• I accumulated all the winnings without an active bonus.
• In addition to all of that 2 days before I requested a withdrawal I got an email from their VIP Manager and in the email it was said if I contacted him on telegram I will get 50 euros of free play money. So I contacted him and got no answer. Asked why am i being ignored in the Live chat and they’ve said that I am no longer a VIP member. And i never got the 50 euros. Basically what I am saying is they all have different stories when it comes to something like that. One support agent promised me and i quote: "you will have your money on your bank account by the end of this week" that was two weeks ago. Thats why im concerned if I will ever get my money because their stories when I ask something in the live chat dont match. Everybody gives me a different answer or dont give me an answer at all.
• Regarding the 70 free spins that is resolved. I got free spins and total winnings from that was less then 4 euros.

• Also what really gets on my nerves is the thing when I ask in the live is there any info about my request they make me wait 20 minutes and then say the same thing as always. Im not a very smart guy but if there is a problem with all the withdrawals not just mine. They should tell me that right away and not make me wait and not close the chat window for 20 minutes just so they can tell me there has been a delay and thank you for your patience. Im really frustrated

this is their response to my email asking info about my withdrawl

Thank you for your reply, mauroparis45. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They told me i have to be patient as i have allready been so after a couple of days of waiting i cancelled the withdrawal request and spend the money. After that i told them to delete my account l. They obviously weren’t gonna pay me out so it was best for me to leave

I am sorry to hear that. I can only imagine how frustrating it must be to wait for so long. Sadly, since you have lost your winnings and closed the account, I’m afraid there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt ,but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be closed. 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.