Rabona Casino - Pelaajan kotiutus viivästyy ja tili on estetty.

Hello,

I am submitting a formal complaint regarding Rabona Casino, which has failed to process my withdrawal for over 20 days. Despite repeated assurances from their support team, my funds remain stuck in the so-called "terminal phase," with no clear explanation or timeline for resolution.

Details:

I requested a withdrawal of 500 on 12 of october. (I have a total of 3000 euros to the platform)

Since then, I have received only generic, automated responses from Rabona’s support, with no progress or transparency and in addition my account become blocked.

This is not the first time I’ve faced such delays with Rabona.

I have already attempted to resolve this directly with Rabona via email and live chat, but they continue to stall without providing a valid reason or solution. Asking for endless documents which I all the time provide. I kindly ask for your assistance to escalate this matter and ensure my funds are released promptly.

Thank you for your support.

Clement

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino request documents from you after the account was blocked?
• Could you please list which documents you provided to the casino and in what format?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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 Tomas,

Thank you for your message and for offering to help with my issue regarding Rabona Casino. Below are the answers to your questions:

• Document Requests: Yes, the casino requested documents from me. I provided proof of address and a selfie with my ID.
• All documents were submitted in PDF or JPG format.
• Games Played: I accumulated my current balance by playing sports betting.
• Bonus Usage: No, I did not use any bonuses to build my balance.
• Communication with the Casino: I will send you screenshots of my recent exchanges with the casino via email. You should receive them shortly.

Please let me know if you need any further details. Thank you again for your assistance and prompt response.

Best regards,

Clement

Dear clem,

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, Jana (jana.k@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,

Tomas

Dear clem,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Rabona Casino representative to join this conversation and participate in resolving this complaint.

Dear Rabona Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

Kind regards, Jana

Dear clem,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Rabona Casino Team.

Dear clem,

Thank you for providing your verification documents.

Upon review, we require an updated version of your selfie holding your ID in a better quality to complete the process. To proceed with your account verification, please provide a high-quality photo that meets the following criteria:

• Clarity: Your face and all details on your ID document must be perfectly clear and legible (no blur or glare).
• Website Reference: The photo must clearly show our website, open on a screen (laptop or tablet) in the background.

Please ensure the text on your ID is not covered by your fingers and that the lighting is sufficient to read your name and document number.

Best regards,

Rabona Casino Team.

Dear clem,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for verification.In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

Dear Jana,

First of all, thanks a lot for your time. I completely understand, and I have just sent the requested document (I can forward it to you as well if needed). Since my initial withdrawal request on December 17th, 2025, I have been providing every document asked for.

​

However, for quite some time now, I’ve noticed that my emails are no longer being answered even after I submit the required documents (I send it to the right email support because I receive back a ticket number). I also tried to initiate mediation, and I’d like to share what seems to be their standard procedure with me: they ask for a document, I send it promptly, then after the maximum waiting period they reply either that the document is still under review or that they now require a new one. This cycle keeps repeating until they eventually stop responding altogether.

​

I sincerely hope things will be different this time, but I must admit I’m starting to doubt their good faith.

Kind regards,

Clem

P.S.: I also wanted to mention that they blocked my account a few weeks after my withdrawal request. They claim the account is not blocked and that I simply need to connect without a VPN, which is absolutely untrue. When I try to log in using my mobile data connection, it clearly states that "my account is under review."

Dear Rabona Casino representative,

could you please clarify the reason why the player’s account is under review and confirm whether his account is now fully verified?

Dear Jana,

Thank you for the follow up.

To clarify, the player's account is currently under review as part of our standard security and verification procedures. At this stage, the account is not yet fully verified.

We are still awaiting the following items from the player to move forward with the process:

• Identity Document: A higher-quality, clear image of the player's ID.
• Verification Selfie: A high-resolution photo of the player holding their ID, ensuring all details are legible and our website is clearly visible in the background.

Once these documents are received in the requested quality and successfully verified by our team, the account review will be finalized.

Best regards,

Rabona Casino Team.

Dear Rabona,

I sent the requested document via email yesterday (January 12, 2026) at 15:03 UTC+1. Could you please confirm the receipt of this document?

Regards,

Clem

Dear clem,

Thank you for your message.

We have checked our records thoroughly and can confirm that we have not received any new emails from your registered address since the date and time mentioned.

Could you please resend the document?

We will keep a close watch for your reply so we can proceed with your verification as quickly as possible.

Best regards,

Rabona Casino Team.

Dear Rabona,

Document have been sent again.

request id: 42563704

Regards

Clem

Dear clem,

Thank you for your message and for your patience.

We are glad to inform that your account is now verified. To proceed with the manual withdrawal, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

If you have any further questions or require assistance, please don’t hesitate to let us know.

Best regards,

Rabona Casino Team.

Dear Jana,

Should I post the information here publicly and you’ll mask it afterward?

@rabona Should I send it to the support email instead?

Dear clem,

could you please send the documents to jana.k@casino.guru ?

Dear Jana and Rabona Casino,

Thank you for confirming that my account is now verified.

Before proceeding, I have a few questions:

@Jana: I noticed on Casino Guru's website that "Casino Guru employees will never ask for your password or other personal information, try to access your casino or bank account." Could you clarify why I should send my bank details to you rather than directly to the casino? I understood that Casino Guru acts as a mediator, not as an intermediary for financial information.

@Rabona:

Could you please provide the official email address where I should send my bank details directly?

Why is a manual withdrawal necessary?

Why can't I simply process the withdrawal through my account on your website like any normal transaction?

I apologize if these questions seem overly cautious, but given the delays I've experienced, I want to make sure I follow the correct and secure procedure.

Thank you for your understanding.

Clem

Dear Clem,

You may either share the documents directly with the casino or post them here in the thread. Please note that any sensitive information will be hidden and not publicly visible.

The choice is entirely up to you. Kindly be assured that Casino Guru will never share any personal information with third parties.

Should you have any questions, feel free to let me know.

Kind regards, Jana

Dear Clem,

Thank you for your message.

Please be advised that we need your bank details in order to proceed with the manual payout of your funds.

We just sent you an email with the request, please feel free to provide the necessary details in a reply to that email.

Best regards,

Rabona Casino Team.

Dear Rabona,

I sent the requested informations via email. Could you please confirm the receipt of this document?

Regards,

Clem

Dear Clem,

Thank you for the message and providing your information.

We have received your email and forwarded the details to the relevant department. As soon as there is an update, you will be notified immediately.

Kind Regards,

Rabona Casino Team.

Dear clem,

We are pleased to inform you that the withdrawal request has been successfully processed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Rabona Casino Team.

Dear Clem,

please keep us updated when you received your funds.

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

Dear clem,

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,

Jana