Rabona Casino - Pelaajan kotiutus viivästyy eston vuoksi.

Hello, I played at Rabona and won €2400, which was transferred without any problems. However, I have since played repeatedly and won another €2400, which is now €1100 because I have a withdrawal block and cannot access my money.

Then documents were requested, which I sent in, and according to the app, they went through.

Contacting them via live chat is pointless, and emails only offer limited comfort.

Hallo ich habe bei rabona gespielt und gewonnen 2400€ diese wurden ohne Probleme überwiesen icj habe aber zwischenzeitlich immer wieder gespielt und wieder gewonnen 2400€ was mittlerweile 1100€ sind da ich eine abhebung sperre habe und am meinem geld nicht dran komme

Dann wurden Dokumente angefordert die icj alle zugeschickt habe was auch laut der app durch ging

Kontakt mit live Chat bringt nichts und Emails werden auch nur einer getröstet

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Seyhanuysal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the problem, please answer the following questions.

• Do I understand correctly that withdrawals are blocked because of ongoing account verification?
• Do you have access to your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

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

Best regards,

Jean

Hello, yes, account withdrawals are blocked for verification purposes.

Access to account yes, withdrawal no

My ID, my bank card, and my husband's bank account, since I had also deposited money from him.

I don't have such a page; I can only send what's shown during verification.

Hallo genau konto abhebung ist gesperrt wegen Überprüfung

Zugriff auf konto ja abhebung nicht

Mein Ausweis meine konto karte und die konto von meinem mann da ich auch von ihm geld aufgeladen hatte

So eine Seite habe ich nichr ich kann lediglich nur schicken was bei Verifizierung steht

Thank you for providing more information, Seyhanuysal.

I reviewed the casino's General Terms and Conditions, and found the following provision:

Your warranties

4.1 By opening an account on our Website and by using our Website you warrant that:

...the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Since you mentioned that you used your husband's bank account to make deposits, I would like to clarify a few details:

• Is the payment method registered solely in your husband's name, or are you also an account holder or authorized user?
• Have there been any updates regarding your verification? If so, please forward any relevant communication you have received from the casino.

Dear Seyhanuysal,

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, I've now been activated, but the money is of course gone.

Thank you so much for your help!

Hallo icj wurde mittlerweile freigeschaltet aber das geld ist natürlich weg

Vielen Dank für eure hilfe

Thank you for the update.

I'm glad to hear that your account has now been verified. However, I would like to clarify what you mean by "the money is gone."

Could you please explain whether:

• you lost the funds through normal gameplay while waiting for the verification to be completed, or
• the casino removed or confiscated the remaining balance from your account?

Also, do you still need our assistance with any pending withdrawals?

Your clarification will help us determine whether there is anything further we can assist you with.

Dear Seyhanuysal,

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