Rabona Casino - Pelaajan voitot takavarikoidaan.

I am filing a complaint against Rabona Casino due to unpaid winnings and issues with account verification.

I initially made a deposit of 250 CZK, which I lost. Subsequently, I received one chance to obtain a bonus in the Crab game as part of my deposit. I successfully obtained a four-leaf clover and received a bonus of 500 CZK, which I successfully wagered. The winnings from this bonus were converted into real balance, which I further increased through gameplay to approximately 487,500 CZK. In addition, I requested three withdrawals of 12,500 CZK each. The total disputed amount is therefore 525,000 CZK.

The casino requested verification documents, which I repeatedly submitted both through the website form and via email (to kyc@rabona.com and complaints@rabona.com). These included proof of identity, a selfie, proof of address, proof of bank account ownership, and payment method verification.

The casino confirmed receipt of the documents; however, the verification process has not yet been completed. Communication has been insufficient, and I have not received responses to my most recent emails.

Furthermore, the casino is currently operating on a suspicious domain (rab0na-7306.com), while the original domain appears to be blocked. The account verification section on the website is not functioning properly and repeatedly requests verification without allowing document uploads.

I requested my first withdrawal on 20/02/2026, and for most of the time there was a message indicating that my account was under review. For approximately the last two weeks, my withdrawals have been blocked, and no clear explanation has been provided.

I believe that I have fulfilled all the casino’s requirements and I request the completion of the verification process and payment of my winnings.

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 badjoker,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Could you please clarify when exactly you provided all your documents?
• Have you provided the documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear Kristýna,

Thank you for your assistance.

Since my last message, three withdrawals (each 12,500 CZK / 500 EUR) have been successfully processed and received, including one via bank transfer in CZK. However, a significant remaining balance is still unpaid, and I am waiting for further withdrawals to be processed.

Kind regards,

Jan B***

Update: One of my withdrawal requests submitted on April 7, 2026 has been under review for several days without progress. I am still waiting for it to be processed.

Update: My withdrawal request submitted on April 7, 2026 has now been under review for an extended period without any update. The casino has not responded to my recent emails. I am concerned about the delay despite my account being fully verified and previous withdrawals having been processed.

Thank you very much for your reply, badjoker. Have you tried contacting the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Kristina,

Thank you for your response.

I would like to inform you that I have already provided all the requested verification documents to the casino. To ensure everything is properly delivered and to avoid any delays, I have now forwarded all relevant communication, including the verification documents and supporting evidence, to your email.

The attached materials include:

All KYC documents submitted to the casino

Complete email communication with the casino

Screenshots documenting the entire case

Please let me know if any additional information is required from my side.

Thank you for your assistance.

Best regards,

Jan B***

Dear badjoker,

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, Mirka (miroslava.d@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,

Kristina

Dear Kristina,

Thank you for your assistance and for moving my case forward. I appreciate your help.

Best regards,

J** B****

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rabona Casino representative to join this conversation.

Dear Rabona Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Mirka,

Thank you for your involvement in my case.

I would like to inform you that after your public request for the casino’s response, I have received two withdrawals and one additional withdrawal is currently being processed.

It seems that the situation is progressing, and I will keep you updated once all funds are received.

Thank you again for your assistance.

Best regards,

J** B****

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 all,

Thank you for the patience.

We kindly inform that your account is verified .

Kind regards,

Rabona

Thank you for the update, Rabona Casino.

Dear badjoker,

Please notify me about frequencies of payouts and amounts you receive in the following weeks.

Dear Mirka,

Thank you for your assistance throughout this case.

For clarification, I would like to summarize the current status of my withdrawals related to the total winnings of approximately 525,000 CZK.

Initial withdrawals were processed previously.

Three withdrawals remained delayed for an extended period of time.

Following the recent communication through Casino Guru and the verification approval from the casino, these delayed withdrawals have now started to be processed.

Two of the delayed withdrawals have already been received.

The third delayed withdrawal has also now arrived successfully.

At the moment, I am continuing to monitor the withdrawal process and will keep this thread updated regarding any remaining balance or future withdrawals.

Thank you again for your assistance and oversight in this matter.

Best regards,

J** B****

Dear Mirka,

As requested, I would like to provide an update regarding the withdrawal process.

Two new withdrawals were fully processed by the casino on Friday, 08/05/2026, and the funds arrived successfully today, 11/05/2026.

I will continue to monitor and publicly update any further withdrawals through this complaint thread.

Best regards,

J** B****

Dear badjoker,

I am glad to hear, your withdrawals are starting to come in regularly. Since your verification issue has been resolved, and there is no withdrawal issue at the moment, I will mark the complaint as 'resolved' in our system.

If withdrawals stop being paid out, or start to be visibly delayed, feel free to reopen the case, and we will intervene with the casino once again.

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru

We’ve reopened this complaint at the request of badjoker. We have been informed, there were issues with withdrawal process.

Dear badjoker,

Can you please specify, how much you have received in May and June?

Hello, Mirko,

Thank you for reopening my complaint.

Regarding your question, I would like to state that according to the withdrawal history at Rabona Casino:

In May 2026, I received 14 completed withdrawals totaling CZK 175,000. In the same month, one withdrawal was returned to my player account due to an alleged external processing error.

In June 2026, I received 10 completed withdrawals totaling CZK 125,000. During June, five withdrawals were returned to my player account for the same reason.

At the time I requested to reopen the complaint, the withdrawals filed on 5/13/2026 and 5/14/2026 had been pending for over a month without any specific explanation.

Since these two withdrawals remained unresolved, I intentionally submitted only one new withdrawal request at a time, even though I could have multiple withdrawals active at the same time. I wanted to resolve the oldest pending requests first.

During this time, I contacted Rabona customer support several times, repeatedly asking why these two specific withdrawals were not processed. Unfortunately, I never received a direct answer. I only received general information about the withdrawal process that was not relevant to my specific questions.

The day after I requested to reopen the complaint, both long-pending withdrawals were finally approved and arrived in my bank account shortly thereafter.

While I appreciate that these two withdrawals were eventually paid out, I remain concerned about the repeated withdrawal returns. A total of six previously approved withdrawal requests have been returned to my player account, citing an alleged external processing error.

I also contacted my bank, Komerční banka, to verify if the problem could be on my side. I was told that there was no problem detected in my bank account that would explain these repeated returned withdrawals.

Therefore, I would appreciate it if Rabona provided a specific explanation of what caused these repeated payment problems and what measures it has taken to ensure that this situation does not happen again.

Best regards

Badjoker

Dobrý den, Mirko,

děkuji za znovuotevření mé stížnosti.

K Vaší otázce uvádím, že podle historie výběrů v kasinu Rabona:

v květnu 2026 jsem obdržel 14 dokončených výběrů v celkové výši 175 000 Kč. Ve stejném měsíci byl jeden výběr vrácen zpět na můj hráčský účet z důvodu údajné externí chyby při zpracování.

v červnu 2026 jsem obdržel 10 dokončených výběrů v celkové výši 125 000 Kč. V průběhu června bylo pět výběrů vráceno zpět na můj hráčský účet ze stejného důvodu.

V době, kdy jsem požádal o znovuotevření stížnosti, byly výběry podané dne 13. 5. 2026 a 14. 5. 2026 nevyřízené déle než jeden měsíc bez jakéhokoli konkrétního vysvětlení.

Protože tyto dva výběry zůstávaly nevyřešené, záměrně jsem podával vždy pouze jednu novou žádost o výběr, přestože jsem mohl mít aktivních více výběrů současně. Chtěl jsem nejprve vyřešit nejstarší nevyřízené žádosti.

Během této doby jsem několikrát kontaktoval zákaznickou podporu Rabony a opakovaně se ptal, proč tyto dva konkrétní výběry nebyly zpracovány. Bohužel jsem nikdy neobdržel přímou odpověď. Dostával jsem pouze obecné informace o procesu výběrů, které se mých konkrétních dotazů netýkaly.

Den poté, co jsem požádal o znovuotevření stížnosti, byly oba dlouhodobě čekající výběry konečně schváleny a krátce nato dorazily na můj bankovní účet.

Přestože oceňuji, že byly tyto dva výběry nakonec vyplaceny, nadále mě znepokojuje opakované vracení výběrů. Celkem šest již schválených žádostí o výběr bylo vráceno zpět na můj hráčský účet s odůvodněním údajné externí chyby při zpracování.

Kontaktoval jsem také svou banku, Komerční banku, abych ověřil, zda problém nemůže být na mé straně. Bylo mi sděleno, že na mém bankovním účtu nebyl zjištěn žádný problém, který by tyto opakované vrácené výběry vysvětloval.

Proto bych ocenil, kdyby Rabona poskytla konkrétní vysvětlení, co způsobilo tyto opakované problémy s výplatami a jaká opatření přijala, aby se tato situace již neopakovala.

S pozdravem

Badjoker

Dear Rabona Casino,

Can you please specify the reasons for cancellations of withdrawals, and provide the player suggestions, that would help to speed up the withdrawal process?

Thank you.

Dear all,

Thank you for contacting us.

We would like to inform you that your withdrawal request is currently under review and will be processed shortly. We sincerely apologize for the delay, as we are currently experiencing a higher volume of requests than usual.

Thank you for your patience

Kind regards,

Rabona

Dear badjoker,

Please notify me, when you receive update in your withdrawal process.

Dear Mirka,

I would like to provide an update regarding my complaint.

Unfortunately, today two more withdrawal requests were returned to my casino balance due to the same alleged "external processing error".

This means that the issue is still ongoing despite Rabona's recent response in this complaint.

The total number of returned withdrawals has now increased to eight.

I can provide the notification emails and updated withdrawal history if needed.

Kind regards,

Badjoker

Dear badjoker,

Thank you for the reply.

We would like to inform you that your withdrawals request has been scheduled and will be processed shortly.We sincerely apologize for the inconvenience. Please be advised that the error regarding your withdrawal was caused by a technical issue.

Please go ahead and re-submit your withdrawal request. Our team will monitor the situation closely to ensure it is processed smoothly.

Kind regards,

Rabona

Good morning,

I would like to inform you of new facts regarding my withdrawals.

In the past, several of my withdrawals were returned due to issues with the payment processor. At that time, I contacted my bank (Komerční banka) and was told that the problem was not on the bank's side. We have subsequently also resolved several of these cases through Casino Guru.

However, today I received a call from Komerční banka informing me that they will no longer accept incoming payments of this type to my account. I was told that my current withdrawal of €518 will be returned to the sender and that the same incoming payments will be returned in the future.

A larger portion of my winnings have already been successfully paid into this bank account, and in the past I have provided the bank and casino with all required documents regarding the origin of this money.

Since my bank will no longer accept incoming payments from online casinos and will return them to the sender, I would like to ask you, Rabona casino, for an exceptional permission to change the payment account to my personal account with Revolut. Of course, I am ready to provide evidence that this account is in my name.

I will inform you immediately after a telephone conversation with the bank advisor who informed me of this fact. However, a written statement, which I can forward later, will only arrive in the following days at my request.

Thank you for your time, willingness and help. I look forward to your response.

Dobrý den,

rád bych vás informoval o nové skutečnosti týkající se mých výběrů.

V minulosti se několik mých výběrů vrátilo zpět z důvodu problémů souvisejících s platebním zprostředkovatelem. Tehdy jsem kontaktoval svou banku (Komerční banku), kde mi bylo sděleno, že problém není na straně banky. Několik těchto případů jsme následně řešili také prostřednictvím Casino Guru.

Dnes jsem však obdržel telefonát z Komerční banky, ve kterém mi bylo oznámeno, že již nebudou přijímat příchozí platby tohoto typu na můj účet. Bylo mi sděleno, že můj aktuální výběr ve výši 518 € bude vrácen odesílateli a že stejné příchozí platby budou vraceny i v budoucnu.

Na tento bankovní účet mi přitom již byla úspěšně vyplacena větší část výhry a v minulosti jsem bance i kasinu doložil všechny požadované dokumenty týkající se původu těchto peněz.

Vzhledem k tomu, že moje banka již nebude přijímat příchozí platby z online kasin a bude je vracet odesílateli, chtěl bych vás Rabona casino požádat o výjimečné povolení změny výplatního účtu na můj osobní účet u Revolutu. Samozřejmě jsem připraven doložit, že je tento účet veden na moje jméno.

Informuji vás neprodleně po telefonickém hovoru s bankovní poradkyní, která mi sdělovala tuto skutečnost. Písemné vyjádření, které mohu dodatečně přeposlat však přijde na mou žádost až v následujících dnech.

Děkuji za váš čas, ochotu a pomoc. Budu se těšit na vaši odpověď.

Good morning,

I am following up on my previous communication regarding the issue with the payout from Rabona Casino.

As promised, I am adding information about the reason for the payment rejection. I contacted my bank (Komerční banka), which confirmed that the problem is not on my account or in any restrictions on my part.

The bank informed me that it cannot process an incoming payment from the payer's account LT533550020000021459 because this account is among the accounts listed by the Ministry of Finance of the Czech Republic for which payments may not be processed in connection with unauthorized online gambling.

I would therefore like to ask for your help in resolving this situation and any possible involvement on your part in communication with Rabona Casino.

I would prefer if it were possible to complete the payout by standard bank transfer to my account at Komerční banka, but from an account or through a payment solution that would not be subject to this restriction and could be processed in accordance with applicable rules.

My goal is simply to receive my funds in a normal and proper way.

If necessary, I can provide evidence of communication with the bank confirming the reason for the payment rejection.

Thank you for your help and cooperation.

Dobrý den,

navazuji na svou předchozí komunikaci ohledně problému s výplatou z Rabona Casino.

Jak jsem slíbil, doplňuji informace k důvodu zamítnutí platby. Kontaktoval jsem svou banku (Komerční banku), která mi potvrdila, že problém není na straně mého účtu ani v žádném omezení z mé strany.

Banka mi sdělila, že nemůže zpracovat příchozí platbu z účtu plátce LT533550020000021459, protože tento účet patří mezi účty uvedené v seznamu Ministerstva financí České republiky, u kterých nesmí být platby zpracovávány v souvislosti s nepovolenými internetovými hazardními hrami.

Chtěl bych vás proto požádat o pomoc při řešení této situace a případné zapojení z vaší strany do komunikace s Rabona Casino.

Preferoval bych, pokud by bylo možné dokončit výplatu standardním bankovním převodem na můj účet u Komerční banky, ale z účtu nebo prostřednictvím platebního řešení, které nebude podléhat tomuto omezení a bude možné jej v souladu s platnými pravidly zpracovat.

Mým cílem je pouze obdržet své prostředky běžnou a řádnou cestou.

V případě potřeby mohu doložit komunikaci s bankou potvrzující důvod zamítnutí platby.

Děkuji vám za pomoc a spolupráci.

Dear Rabona Casino,

Would you be able to suggest the player a different withdrawal option, since there seems to be a problem with the bank transfer, as the player mentioned?

Thank you.

Dear badjoker,

Following up on the issue you recently reported, we have reviewed your account details. As an exception to our standard procedure, we will process your funds as a single transaction via a manual withdrawal.

To proceed with this payment, we require your current banking information. We have sent a separate email requesting these details—please check your inbox and reply directly to that message with the requested information so we can process your funds as quickly as possible.

Thank you for your patience and cooperation.

Kind regards,

Rabona Casino Team

Dear badjoker,

Have you received any update of the withdrawal process?

Good morning,

yes, I received information from Rabona regarding the selection process.

Rabona asked me to provide the necessary information to process the manual withdrawal. I filled out the requested form with all the necessary information and sent it back to Rabona.

So at this point I am waiting for Rabona to confirm that they have received my details and for further steps regarding the manual withdrawal.

If I understand this correctly, it should be a payment of the remaining amount, i.e. CZK 50,000, including today's returned withdrawal of CZK 12,500 from August 9, 2026. As soon as I receive further confirmation from Rabona or the funds are credited, I will inform you.

Best regards, Badjoker

Dobrý den,

ano, od Rabony jsem obdržel informace ohledně procesu výběru.

Rabona mě požádala o poskytnutí potřebných údajů, aby mohla zpracovat manuální výběr. Požadovaný formulář jsem vyplnil všemi potřebnými údaji a odeslal zpět Raboně.

V tuto chvíli tedy čekám na potvrzení Rabony, že moje údaje obdržela, a na další postup ohledně manuálního výběru.

Pokud tomu správně rozumím, mělo by se jednat o výplatu zbývající částky tedy 50000 Kč a to včetně dnešního vráceného výběru 12 500 Kč ze dne 9.8.2026. Jakmile od Rabony obdržím další potvrzení nebo budou prostředky připsány, budu vás informovat.

S pozdravem Badjoker

Dear badjoker,

Thank you for the reply.

We would like ask you to provide here your Bank details in order to speed up the progress.

• 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

Best regards

Rabona

Hello Rab0na Casino,

I sent you my bank details via email in our joint conversation with the subject "Regarding a complaint about Casino Guru."

Thank you for your prompt processing of my request and I look forward to your response.

Dobrý den Rab0na Casino,

mé bankovní údaje jsem vám zaslal e-mailem v naší společné konverzaci s předmětem "Ohledně stížnosti na Casino Guru."

Děkuji za brzké vyřízení mé žádosti a budu se těšit na vaši odpověď.

Dear Rabona Casino,

We will be waiting for your update regarding the payment.

Thank you.

Dear badjoker,

Thank you for the patience.

We would like to inform you that your withdrawals is completed.

Kind regards,

Rabona

Hello Casino Guru

and Robona casino, thank you for your message and for letting me know that my withdrawals have been completed.

However, I would like to point out a few inconsistencies in the current state of my withdrawals.

In my history, I see that the payment of CZK 12,500 from August 10th was returned again. At the same time, according to the history, additional payments were subsequently sent to me on August 12th, August 13th, and August 14th, but I have no information that they were credited to my bank account.

Another withdrawal of CZK 50,000 is now marked as completed, but this amount has not yet arrived in my bank account. Given that some of my previous withdrawals were subsequently returned after being marked as completed, I am concerned that the same situation may occur with these payments.

At the same time, I would like to ask for help with clearly assigning individual withdrawals to payments that were actually sent to my bank account. Given the large number of withdrawals and the fact that some payments were returned and some were sent in different currencies, it is not possible for me to reliably determine from the bank statement alone which specific payment corresponds to which Rabona withdrawal.

Therefore, I would greatly appreciate it if Rabona could inform me, for example, about the actual date of sending, amount, currency and possibly a reference number or other transaction identifier for individual withdrawals, by which I could clearly trace the specific payment in my bank account.

I therefore ask you to verify all the above withdrawals and at the same time provide information that will allow me to reliably assign individual withdrawals to specific incoming payments in my bank account.

Thank you for checking and for your help.

Dobrý den kasino Guru

a Robona casino, děkuji za vaši zprávu a za informaci, že mé výběry byly dokončeny.

Dovolil bych si však upozornit na několik nesrovnalostí v aktuálním stavu mých výběrů.

Ve své historii vidím, že platba ve výši 12 500 Kč ze dne 10. 8. byla opět vrácena. Zároveň mi byly podle historie následně odesílány další platby dne 12. 8., 13. 8. a 14. 8., u kterých však nemám informaci, že by byly připsány na můj bankovní účet.

Další výběr ve výši 50 000 Kč je nyní označen jako dokončený, avšak tato částka mi zatím na bankovní účet rovněž nedorazila. Vzhledem k tomu, že některé z mých předchozích výběrů byly po označení jako dokončené následně vráceny, mám obavu, aby se stejná situace neopakovala i u těchto plateb.

Zároveň bych chtěl požádat o pomoc s jednoznačným přiřazením jednotlivých výběrů k platbám, které byly skutečně odeslány na můj bankovní účet. Vzhledem k většímu počtu výběrů a skutečnosti, že některé platby byly vráceny a některé byly odesílány v různých měnách, pro mě není možné pouze z bankovního výpisu spolehlivě určit, která konkrétní platba odpovídá kterému výběru v Raboně.

Proto bych velmi ocenil, pokud by mě Rabona mohla u jednotlivých výběrů informovat například o datu skutečného odeslání, částce, měně a případně referenčním čísle nebo jiném identifikátoru transakce, podle kterého bych mohl konkrétní platbu jednoznačně dohledat na svém bankovním účtu.

Prosím tedy o prověření všech uvedených výběrů a zároveň o poskytnutí informací, které mi umožní jednotlivé výběry spolehlivě přiřadit ke konkrétním příchozím platbám na mém bankovním účtu.

Děkuji za prověření a za vaši pomoc.

Dear Rabona Casino,

Can you please share with us proofs of payments for review?

Thank you.