Rabona Casino - El retiro del jugador se retrasa y los fondos se retienen.

Hello Casino Guru team. I am filing this formal complaint against Rabona Casino due to the unjustified withholding of my funds. On June 25, 2026, at 6:56:55 PM, I requested a withdrawal of 30,000 CLP. To this day, the transaction status still appears as "Pending." My player account, registered under the name [redacted], was fully verified through the KYC process before requesting the withdrawal. I have contacted live chat support multiple times, and the only response I receive is that the delay is due to "high transaction volume." According to the casino's Terms and Conditions, which I accepted upon registration, the standard processing time is 1 to 3 business days. The current delay has reached 18 days, which violates their own regulations. I attempted to send a formal complaint email to their administration and finance department, giving them 24 hours to resolve the issue, but they completely ignored my communication. I request Casino Guru's mediation to ensure the casino releases and processes my payment immediately. I have attached all relevant evidence (transaction history, account verification, and support chat logs). Thank you very much for your assistance.

Hola al equipo de Casino Guru.Presento esta queja formal contra el casino Rabona debido a una retención injustificada de mis fondos. El día 25 de junio de 2026, a las 18:56:55, solicité un retiro por un monto de 30.000 CLP. Al día de hoy, el estado de la transacción sigue apareciendo como "Pendiente".Mi cuenta de jugador, registrada a nombre de [redacted], se encuentra completamente verificada mediante el proceso KYC desde antes de solicitar el retiro. Me he puesto en contacto con el servicio de soporte por chat en vivo múltiples veces, y la única respuesta que recibo es que la demora se debe a una "alta demanda de transacciones".Según los Términos y Condiciones del casino que acepté al registrarme, los plazos estándar de procesamiento son de 1 a 3 días hábiles. El retraso actual ya alcanza los 18 días, lo cual incumple sus propias normativas. Intenté enviar un correo formal de reclamo a su departamento de administración y finanzas otorgándoles 24 horas para resolverlo, pero ignoraron mi comunicación por completo.Solicito la mediación de Casino Guru para que el casino libere y procese mi pago de forma inmediata. Adjunto todas las pruebas correspondientes (historial de transacciones, verificación de cuenta y chats de soporte).Muchas gracias por su ayuda.

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Dear larcol15,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

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

Best regards,

Jean

Dear Jean,

Thank you very much for your response. Below, I answer your questions to clarify the situation in my case:

Previous withdrawals: This is the first and only withdrawal I have requested at this casino.

Use of bonuses: No, these winnings were not accumulated through the use of any active bonus. I played with my real money balance.

Current withdrawal status: In my Rabona Casino account, the transaction status has changed and now shows as "Completed." However, the money has not yet appeared in my bank account.

Estimado Jean,

Muchas gracias por su respuesta. A continuación, contesto a sus preguntas para aclarar la situación de mi caso:

Retiros anteriores: Este es el primer y único retiro que he solicitado en este casino.

Uso de bonos: No, estas ganancias no fueron acumuladas mediante el uso de ningún bono activo. Jugué con mi saldo real.

Estado actual del retiro: En mi cuenta de Rabona Casino, el estado de la transacción ha cambiado y ahora aparece como "Completado". Sin embargo, el dinero aún no se ha reflejado en mi cuenta bancaria.

Thank you for the update.

I understand that your withdrawal status had changed to 'completed.' Could you please confirm whether you have received the money in your account?

Your confirmation will allow us to move forward and close the case properly.

Hi Jean, thanks for following up. I can confirm that, although the casino marks the status as completed, the money hasn't yet appeared in my bank account. I'll be waiting for the next steps to resolve this.

Hola, Jean. Gracias por el seguimiento. Te confirmo que, a pesar de que el casino marca el estado como completado, el dinero todavía no se ha reflejado en mi cuenta bancaria. Quedo atento/a a los siguientes pasos para resolver esto."

Hi Jean, thanks for following up. I can confirm that, although the casino marks the status as completed, the money hasn't yet appeared in my bank account. I'll be waiting for the next steps to resolve this.

Furthermore, the first withdrawal was made through Banco Estado, which is the account I used from the beginning. Afterward, they returned the money to the app. I topped up my Mach account to link the accounts and then processed the withdrawal through the Mach account (redundancy intended), and it's been hours and the money still hasn't appeared... What's going on? This situation has become uncomfortable; it's taken a month to get my money back. It's not fair.

Hola, Jean. Gracias por el seguimiento. Te confirmo que, a pesar de que el casino marca el estado como completado, el dinero todavía no se ha reflejado en mi cuenta bancaria. Quedo atento/a a los siguientes pasos para resolver esto."

Además el primer retiro lo hicieron x banco estado q es la cuenta q use desde el principio , después me regresaron el dinero nuevamente a la app , hice una recarga desde mi cuenta mach para entrelazar las cuentas y posteriormente proceso hacer el retiro x la cuenta mach ( valga la redundancia) y es la hora y nada q se refleja el dinero ..... Q pasa ? Ya pasó a incómoda está situación , un mes para devolver mi dinero . No es justo

Thank you for the update.

First, could you please confirm whether you have now received your withdrawal?

If you have not received your withdrawal yet, I would like to clarify a few details from your last message:

• You mentioned that the withdrawal to your Banco Estado account was "returned to the app." Could you please explain what happened? Did the money return to your casino balance, or was the withdrawal canceled?
• Did you make a new withdrawal request to your Mach account after that? If so, could you please upload a screenshot of your current withdrawal history showing both withdrawals and their statuses?

Once I have this information, I'll be able to better understand what happened and determine the appropriate next steps.

Dear larcol15,

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,
Jean
Casino.Guru