Rabona Casino - Pelaajan kotiutus viivästyy KYC-ongelmien vuoksi.

Hi,

I submitted a withdrawal more than a month ago, and it was never processed, I kept contacting their team and chat, who kept telling me its going to be processed tomorrow;

Until a week ago they requested kyc, I have submitted my ids and my selfies and everything, however they are requesting some documents that I logically cannot provide:

A picture of a debit card: for deposit I have used an instant virtual debit card that get destroyed aftre one use, I always use this to avoid getting scammed or frauded, so I do not have have it and the casino ask for it.

They are also requesting a screenshot of mycrypto wallet and my name should appear: My wallet is a metamask wallet, its not linked to any name.

The casino and support do not answer emails and their live chat are not even aware of the kyc, they keep telling me my withdrawal will bee processed tomorrow

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which payment methods have you used to deposit funds into this casino? Am I correct in understanding that you used a virtual debit card and cryptocurrency?
• Do you have any records of the virtual debit cards used in your bank account that you could provide to the casino?
• Are you able to provide a bank statement showing the deposit made with the virtual debit card?
• Have you contacted customer support to ask how you can verify your MetaMask wallet—for example, by providing a screenshot showing the wallet address or a transaction history matching your deposits and withdrawals?

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

Best regards

Veronika

Hi Veronika,

1.for the first question, I have used my virtual debit card for deposit.

2.i could provide a bank statement showing the transaction for the deposit I only deposited 100 eur into this casino.

1. I contacted support for all the issues mentioned above, and I have not received until today any way to verify the crypto wallet nor the debit card.

Dear diablow

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, Martina (martina.b@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,

Veronika

Dear diablow,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Rabona Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Rabona

Dear Rabona Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear diablow,

once you submit the document to the casino, please let me know.

Hi

i can submit a bank statement with my name showing the transaction made to Rabonna. I believe that is enough

for the card I dont have any cancellation proof, its an instant virtual debit card, it get destroyed after one use, I contacted the bank and they said that have no documents to provide

For the crypto adress heres a screenshot of it

Dear all,

Thank you for contacting us.

We would like to inform you that we are reviewing your case with the relevant department,Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Rabona Casino

Hi

i submitted in your website a bank statement as requested

please process the withdrawal

Dear player,

Thank you for the patience.

We would like to inform you that your account is now verified.

Kind regards,

Rabona casino Team

Dear Rabona Casino Team,

Thank you for the update!

Dear diablow,

Could you please make a withdrawal request and let me know if everything is now working correctly?

Thank you in advance.

Hi

i already made a withdrawal, its not processed yet by their team.

thank you

Dear diablow

At this point it should only be a matter of time before the payment reaches you, let´s give it couple more days.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear all,

Thank you for the patience.

We kindly inform you that your withdrawal is successfully completed.

Kind regards,

Rabona

Dear diablow,

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.

Dear Martina,

Thank you for contacting us.

We would like to inform you that we send you email regarding the case.

Please watch it at your earliest convenience.

Kind regards,

Rabona

Dear Rabona Casino,

I have not found any email. Can you please send the email again? (martina.b@casino.guru)

Dear Martina,

Thank you for contacting us.

We would like to inform you that we send you the email again regarding the case.

Please watch it at your earliest convenience.Player withdrawals is successfully completed.

Kind regards,

Rabona

Thank you, Rabona Casino Team, for letting us know that the money has been sent to the player.

Dear diablow,

Could you please confirm that you have received the money?

Thank you very much.

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 further with this complaint.

However, as the casino has confirmed that the player received the money, and the player has not responded to confirm or dispute this, we must close the complaint as rejected for the moment.

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 with resolving the matter if the player decides to reach out again.

Thank you for your understanding.