Rabona Casino - Pelaajan tili on jäädytetty ja kotiutukset viivästyvät.

I have played at Rabona. Many withdrawals went fine. My balance is 3000 nok and I want to take out those money, but It says the account is frozen and I cant withdraw before verifying.

Then I had to verify. I somehow forgot it, but eventually I sent in documents. this was start of April.

I had contact with chat, but they say it takes long time. That is just draining. I sent in the documents they requested. They have not processed it in and it has been 4 weeks, that is not good enough. disappointed, and hope that this complaint will speed things up. to verify takes maximum 5 minutes.

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.

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Dear veetlejoh,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents with a time frame for when you can expect your account to be verified and in the correct format?

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

Petra

i have sent all I have to send, unless they will come back to me and say that I have to send some more.

5th April was the date. There I sent a special document, laptop with the bookmakers website, id and my face. a very special way to verify.

Thank you for your reply and for providing the previous details, veetlejoh.

• Have you received any confirmation from the casino regarding the receipt of your documents?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

• I sent it in and it said that it was sent in the website. as they said they are working on it I Assume so.

• Sent you the communication. simple, they are just using too long time to fix this.

Thank you for your reply and for providing the previous details, veetlejoh.

• Could you please advise which games you focused on – slots, live casino, sports betting, etc.?
• Could you please clarify which verification documents you have already provided?

This information is necessary so I can continue with the complaint resolution process.

Thank you again for your cooperation.

Sports betting primarily. I have not played on the accounts for months, I just want my withdrawal

i have sent what they requested. id, proof of address and a selfie with my computer(rabona.com In background) and my id , a very special document to ask for, but which I provided.

Dear veetlejoh

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 Kubo (jakub.m@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,

Petra

Dear veetlejoh,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Rabona Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Rabona Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear veetlejoh,

Thank you for reaching out.

We are writing to let you know that we have escalated your matter to the relevant department for a thorough review. Our team is actively looking into this to ensure it is resolved correctly.

We understand your time is valuable and appreciate your patience. As soon as we receive an update from the investigating team, we will inform you immediately.

Best regards,

Rabona Casino Team

Dear veetlejoh,

We are pleased to inform you that the relevant department has successfully completed the review of your account, and it is now fully verified.

To proceed with your payment, we have sent a separate email requesting your bank details. We have also included our representative, Kubo, in that communication for visibility and to ensure smooth processing.

Please reply directly to that specific email with the requested details so our team can finalize your payment as quickly as possible.

Thank you for your cooperation and patience throughout this process.

Best regards,

Rabona Casino Team

Hello veetlejoh,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Vetle,

We hope you are well.

We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the transaction.

Once the payment has been successfully processed, we will notify you immediately.

Kind regards,

Rabona Casino Team

Dear veetlejoh,

We are writing to inform you that your request for a manual withdrawal has been successfully processed.

Please note that depending on your chosen payment provider, it may take some time for the funds to reflect in your account.

Thank you for your patience.

Best regards,

Rabona Casino Team

Dear Rabona Casino,

Thank you for joining this discussion and for providing valuable updates. We truly appreciate your prompt escalation and response to this matter.

Dear veetlejoh,

Could you please let us know once you have received your funds?

Thank you.

Hello Everyone,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint. The player can reopen this complaint at any time.

Best Regards,

Kubo