Rabona Casino - Pelaaja ei ole vielä saanut voittojaan.

Subject: Payout via FunID remains in the status "pending" – no money has been received in my bank account

Dear Casino Guru Team,

I would like to file a formal complaint against Rabona Casino.

I have played there several times and legitimately won, which I then paid out via the payment service provider FunID.

Although Rabona marked the withdrawal as "successfully processed," no money has been deposited into my bank account. The withdrawal has been stuck in the "pending" status at FunID for over a week.

Relevant facts:

✅ My Rabona account is fully verified

✅ My FunID account was already verified (verification with driver's license was accepted)

❌ Suddenly FunID asks for KYC documents again (e.g. selfie, proof of address, credit card, etc.) – even though nothing has changed

📎 Screenshot of the FunID account with pending payout is available

📎 Chat histories with FunID and Rabona show that I followed up several times

❗ Rabona claims the payout is complete – but doesn’t help.

My assessment:

It seems as if Rabona and FunID are deliberately using delaying tactics. The casino technically initiated the payout, but it wasn't fully processed, as the money never reached me.

FunID suddenly requires new documents even though I have already been successfully verified – this is incomprehensible from a customer perspective.

Financial support:

I request the Casino Guru team to request Rabona to ensure that my winnings are paid out to my bank account in full and without further delay.

I am always willing to provide additional evidence – I have saved all receipts and screenshots.

Thank you in advance for your support

Betreff: Auszahlung über FunID bleibt im Status „ausstehend" – kein Geldeingang auf meinem Bankkonto

Sehr geehrtes Casino Guru Team,

ich möchte hiermit eine formelle Beschwerde gegen das Rabona Casino einreichen.

Ich habe dort mehrfach gespielt und rechtmäßig Gewinne erzielt, die ich anschließend über den Zahlungsdienstleister FunID auszahlen ließ.

Obwohl Rabona die Auszahlung als „erfolgreich verarbeitet" markiert hat, ist kein Geld auf meinem Bankkonto eingegangen. Die Auszahlung hängt seit über einer Woche im Status „ausstehend" bei FunID.

Relevante Fakten:

✅ Mein Rabona-Konto ist vollständig verifiziert

✅ Mein FunID-Konto war bereits verifiziert (Verifizierung mit Führerschein wurde akzeptiert)

❌ Plötzlich verlangt FunID erneut KYC-Unterlagen (z. B. Selfie, Adressnachweis, Kreditkarte usw.) – obwohl sich nichts geändert hat

📎 Screenshot vom FunID-Konto mit ausstehender Auszahlung liegt vor

📎 Chatverläufe mit FunID und Rabona zeigen, dass ich mehrfach nachgehakt habe

❗ Rabona behauptet, die Auszahlung sei abgeschlossen – hilft aber nicht weiter.

Meine Einschätzung:

Es wirkt so, als würden Rabona und FunID gezielt Verzögerungstaktiken anwenden. Die Auszahlung wurde vom Casino zwar technisch ausgelöst, aber nicht vollständig ausgeführt, da das Geld nie bei mir angekommen ist.

FunID verlangt plötzlich neue Dokumente, obwohl ich bereits erfolgreich verifiziert wurde – das ist aus Kundensicht nicht nachvollziehbar.

Forderung:

Ich bitte das Casino Guru Team darum, Rabona aufzufordern, sicherzustellen, dass mein Gewinn vollständig und ohne weitere Verzögerung an mein Bankkonto ausgezahlt wird.

Ich bin jederzeit bereit, zusätzliche Nachweise zu liefern – ich habe alle Belege und Screenshots gesichert.

Vielen Dank im Voraus für Ihre Unterstützu

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

This is their answer

Das ist deren Antwort

Dear player, please note that we do handle complaints related to payment providers, as our platform focuses primarily on issues involving online casinos. We would not be able to resolve this particular issue directly with the casino or reach a satisfactory outcome.

Given the nature of your concern, we recommend contacting the relevant payment provider directly for further assistance.

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