Rabona Casino - general discussion (page 11)

Yes, I made a complaint

So that's a problem I would say and certainly not a pleasant one. So it's good that you have a complaint and our team will investigate what's going on and hopefully find out everything necessary and be able to help you. 

Also, I don't know why they are asking you for Paypal and yet you say that you have not deposited using this method. 

So we will have to be patient to find out. 

I hope we will know as soon as possible.

I am fully disappointed with Rabona delayed payment!

I have already waited as long as possible, all the deadlines requested and estimated by RABONA. I'm tired of waiting. My only choice was to resort to an external complaint here.

My account is 100% verified (photo document front and back + photo of my face + utility bill address + photo selfie holding my document in hands with page Rabona being displayed in back + full history transactions of my bank account in last 2 months). All sent, all accepted and verified.

I have requested withdrawal. I sent 3 mail messages during this last 7 days, they never replied 1 of this, never, nothing. The chat support service too does not solve anything, only say custom replies, copied and pasted as robots, saying for to wait, wait, wait, with this the days are passing.

I'm starting to have doubts if this is an honest site or a scam, if they really have the money to pay anyone who makes even a small profit like me, if it's a site that just wants to receive money and deposits, a site that doesn't pay anyone...

I am in the same situation as you, waiting for a payment since January, I did not have the account verified at the time of requesting the withdrawal but I sent all the requested documents and still they do not verify my account and they do not pay, on top of that they ask me for transaction history Another payment method that I never used to play in Rabona and that has nothing to do with Rabona, I also sent it to them in various formats on the page and by email and a day ago I received a response that I have not sent them the requested documents . I am really surprised by the amount of excuses and lies they make to not pay.

It's as if they don't have money. Or own it and don't pay to actually steal it. Firstly, the daily withdrawal limit is very low (similar to 250 EUR), secondly, you can only have 3 pending withdrawals at a time. In other words: if you have 1500 EUR in balance, you first withdraw 250 one day, then 250 the next day, then 250 the next day, only after this third day do you start counting the 3 working days for payment (which they don't they comply and then say that there are 5 working days, which they also don't comply with), Saturday and Sunday are not counted, IF YOU RECEIVE the first of the 3 payments, the second will not be paid the following day, as the supposed 3 working days count starts again, the same thing for the third payment. This means that your balance is sitting there in your account, you want to withdraw and you are unable to make new withdrawal requests so as not to start the 3-day count again (which are actually weeks or months). In other words, they do everything they can to keep you from taking anything away, to overcome you through fatigue, to make you play until you lose what you have. They ask for bank transactions even when you didn't even have an account registered on the website there, personal transaction information that has nothing to do with anything related to Rabona, they don't even know what a cash deposit is that you made directly into your own account banking, they look for a reason to block the account and, when they don't find anything wrong (in my case), they keep cheating every day and not paying, delaying it. I've never received any withdrawals there, but reading the comments here, I can imagine it will last weeks, maybe months or years. This is absurd

Sorry to hear about this situation, and you have done good, in my opinion, to file a complaint here with our team. They need to wait for the 14 days to pass before any intervention can be done in your case. I hope that our complaint team will be able to help you out. Have you got any new updates regarding this, by any chance?

I am really sorry that your verification is taking so long. As I have read in your complaint, the casino representative has actually explained the reason for that, and it really sounds logical to me. It happens many times, actually, that some documents are in the wrong format, and that causes the delay in the verification process. Usually, a pdf format is accepted when it comes to documents and jpg format when it comes to photos. I hope there will be a quick resolution regarding this issue and you will be able to verify your account soon. If you have any news, please do not forget to inform us.

Hello, good afternoon, thank you for your feedback and attention.

No, no response to my emails or chat support. No payment so far. Total nonsense. The feeling is that this is a site that doesn't have the money to pay, or has money but is really dishonest that doesn't pay because it doesn't want to

I sent the requested documents both by mail and on the website, both in pdf and jpg format and there is still no response and the Rabona representative repeats what they tell me in the chat to send the requested documents, I have sent them to them, I don't know how many Sometimes they're making fun of me that's what they do

Please try not to draw any bad conclusions for now, we need to wait a bit, and then hopefully our complaint team will be able to help you with this issue. Please come forward with any updates.

The only reason that comes to mind for doing so from the casino side is, that it could be that the format of some of the documents is not right or that they are of bad quality, to tell you the truth. It would be really good if the support could explain to you why they are refusing the documents, of course. Let's see how your complaint will unfold.

This is, WITH ABSOLUTE CERTAINTY, the worst website that can exist. They just try to win time, passing days, weeks, make customers cancel withdrawals, play until they lose, so they never have to make a withdrawal payment.

This is total nonsense! I deposited there on April 19th, my first withdrawal was on the 20th. Today is the 30th and nothing happened, I wasn't paid, I didn't receive a response to any of the several email messages I sent in those days. And the initial deadline was 3 days to receive! There are already 10!

They ask for information to verify the account far beyond what is necessary, it takes them 3 days to order a new thing (or the same thing they already ordered), they don't work Saturday and Sunday, in other words, a typical attitude for time to pass and the customer to give up , lose the money, not withdraw anything

First they asked for a photo and the front of the document, and a photo of their face taken live with their cell phone. I sent it, it was accepted

Then they asked for proof of address. I sent. It was accepted

Then they asked for a selfie with the document in hand and the Rabona website open in the background of the photo. I sent. It was accepted

Then they asked for the transaction history of my bank account (which I used to deposit into my Rabona account), they asked for the last 30 days (from March 19th to April 19th, which was the day of my deposit). I sent EVERYTHING from my bank account, from March and April, everything, every pdf generated by my bank's app for these 2 months, including showing ALL TRANSACTIONS without omitting anything, my balance, my statement, I went to an ATM and also withdrew the printed paper of my statement to send them a photo of everything from March and April. I sent. It was accepted

They then asked for information about what was a deposit into my bank account immediately prior to the deposit at Rabona, of the same amount. I explained that it was a cash deposit that I made personally and directly into my bank account (I took a photo of the paper of this receipt, as well as several other proofs of deposits that I personally made into my bank account). I sent it, it was accepted

In other words, they ask for things from times when the customer wasn't even a customer of the site. They keep looking for something to have a reason not to pay the user or to waste time, save time, make the customer give up and cancel withdrawals, play and lose. This is absurd! Forcing the player to show transactions from months ago when the person didn't even play on the website, and showing transactions that he made until after the deposit he made on the website, this doesn't make any sense, it just shows that they want to make time pass

If the problem is with a payment provider and you are unable to make payment by international bank transfer, be honest and tell me, and I can send you the address of my Bitcoin wallet, if it is easier for you (I saw in other complaints here that you this way they solved other players' problems)

In the chat they don't respond at all, sometimes they close the chat without typing a single word. Emails do not respond. When they respond in the chat, they are ready, standardized responses, like robots, apologizing for the delay and saying "everything is ok with your account and your payment, tomorrow you will receive it, wait", the next day the same thing, "wait", "wait", "tomorrow", "tomorrow", nothing happens!

3 days ago one of the people in the chat apologized, saying that they were wrong, for the delay, that they were experiencing difficulties, confessing the error, asking me to wait because I would definitely receive it on Monday (which was yesterday) My payment was already in the final phase. That they recognized their mistake, that I was right, that they understood my frustration and sadness, that nothing they said would make their mistake not happen, they asked me for confidence. I accept, I hope. It arrives on Monday and I don't receive it. It was just lies, to buy time, to make time pass

They need to understand that players also have their responsibilities and obligations to fulfill. If they create an online gaming company, they must know that players will lose but also some will win and need to be paid

Worse than the feeling of depositing, playing and losing, is depositing, playing and not receiving what you won. This is a total lack of respect for the customer and fair play! It's dishonesty, it's theft!

I am willing to give my Rabona account password and bank account password temporarily to any Casino Guru administrator, and provide any of the files and photos I have uploaded in order to show that everything is correct and only the Rabona is not fulfilling its role as an honest company!

I want them to pay me the 3 pending withdrawals and my entire current account balance. In my bank account or, if they prefer, in my Bitcoin wallet. I'm tired of waiting, I want my money!



To tell you the truth, the case you describe here is really nothing unusual when it comes to the KYC at online casinos. They need to check all the documents and make sure everything is okay, especially when it comes to AML policy, so that is why we give casinos 14 full days to proceed with the payment before our team can intervene. It is always important to fully cooperate with the casino and provide everything they ask for in order to pass the verification. Our team will surely help you out if the issue is still ongoing after the timeframe passes.

You have described it very well, it seems like a story but it is true, they did it to me the same way, it seems that they have the same pattern when it comes to paying

Hi, Romi, thanks for getting back to us, but it's not common for a website to go 11 days without responding to any of the emails sent. It is not at all common for a website to close chat conversations without writing a single word. It is not at all common for a website to be denying payment to thousands of customers, without paying anyone. It is not at all common for a website to request bank transaction history since the person was born. It is not at all common for a website to request bank transactions days long after deposits have been made on the website. It is not at all common for a website, when accepting a chat conversation, to apologize profusely for the delay, confess that they are wrong for the delay, ask the user for trust, promise and guarantee that the next day they will be paid and nothing happens, every day this. It is not at all common for a website to fully verify a player's account and, days later, change the status to unverified and request the same things again. It's not common for people to spend weeks or months waiting to receive a payment. It is not at all common for this to happen not just to me or the colleague above, but to all customers. I can give you the password to my bank account so you can see for yourself how normal everything is there. I can give you my Rabona account password so you can see the history yourself and you can try support, you can enter the chat and always read the same excuses asking for 1 more day to pay or they close the chat without saying a single word to you.

You don't need to share your password with any of us, and certainly never give it to anyone. 

I understand that in this situation it's not pleasant at all, whether it's that you haven't withdrawn your money yet or that the chat just cuts you off and doesn't answer. It's not professional and I would think that the casino is doing itself a disservice by doing this. 

Of course, if we're talking about verification and the fact that you've been verified once and the casino has asked again for some additional documents, that happens from time to time, so you'll probably have to cooperate and provide what's needed in this case. 

If you don't get your money or the problems continue, our team will try to help you, so even though I know it's not a pleasant situation you're in, we'll just have to wait and see how it all works out. 

I would like to see it all turn out well and as soon as possible, of course. 

I will keep my fingers crossed for you. 🤞

Waiting 15 days and nothing happens, no response whatsoever via email, chat, no payment, nothing, nothing, nothing

As I already explained here, the site carried out several standard checks on my account, everything was 

immediately sent, accepted, verified, as shown in the screenshot attached here

Front and back of the document

Photo of my face

Proof of residence

Selfie holding the document next to the face and the Rabona website open in the background of the photo

My entire bank account history, including previous periods when I was not even a Rabona customer yet, as well 

as periods after depositing into my Rabona account

I was asked for an additional explanation about an amount that entered my account immediately before depositing 

it in Rabona, the same amount, I explained that it was a cash deposit directly and personally made by me and for 

me, I sent proof of this physical deposit, the photo of this deposit slip as well as several other photos of other 

cash deposits I made into my bank account

Rabona doesn't pay. Does not respond to emails. The chat often does not type any words, the chat is closed. When 

they don't close without typing, they respond to standard, automated messages, the same things

Support, every day for the last 15 days, only knows how to apologize for the inconvenience caused, say that they 

understand the inconvenience caused, promise that the next day it will be paid, that my case is a priority, that 

everything is ok with my account and with my payment, so that I don't worry, that I give a vote of confidence to 

the site, they apologize for the delay, confess that they are wrong for the delay, and many other lies to make 

time pass and nothing happens. Absurd!

I just want my money that I played and earned by playing honestly. I have already done everything necessary, sent 

everything and much more beyond what they need!

I am writing here to Rabona support and Casino Guru support to say that I want to temporarily give my bank account 

password to any Rabona financial administrator, or any Casino Guru complaints administrator, so that they can see 

everything directly and personally. in my account, all my transactions, all my personal data, my address house, 

money in, money out transactions, everything you need!

This is because I no longer know what to do, I no longer know what to think, I no longer know what to send, as 

everything indicates that Rabona just wants to make time pass, for the user to cancel withdrawals, throw the money, 

lose. There is no other explanation

Unless the site is having issues with third-party payment providers to send money via international bank transfer. 

In this case, if it is easier to resolve, let me know and I can send you my Bitcoin wallet address. I want to receive 

my 3 pending withdrawals and all my remaining current balance in the account! I need the money, it's been 15 days 

without any return or response, in the dark, without knowing what, who, when, how, where, why all this is happening

I even sent a photo of the front and back of my physical bank account card. My bank is Caixa Econômica Federal, the 

largest bank in my country, it is not a virtual bank, it is a government bank! I have already done everything Rabona 

needs, I have already sent everything and much more than enough and necessary

Just pay me my balance that I earned honestly!

Something that initially has a deadline of 3 working days to be paid, we are now in 15 days and nothing, no return, 

no response, leaves the customer in the dark. Now, we are on another Friday, they say they don't work Saturday or 

Sunday, and with that I will enter a new week without my money? Disrespect!

Casino Guru please help me. Rabona needs to understand that players also have their personal responsibilities and 

obligations. They need to understand that on a gambling site, thousands of players will lose money, but some may 

win and need to be paid! If this doesn't happen, it's because the site is a scam and needs to be blacklisted 

immediately

Hi, Casino Guru team!

I am waiting 15 days and nothing happens, no response whatsoever via email, chat, no payment, nothing, nothing, nothing

As I already explained here, the site carried out several standard checks on my account, everything was 

immediately sent, accepted, verified, as shown in the screenshot attached here

Front and back of the document

Photo of my face

Proof of residence

Selfie holding the document next to the face and the Rabona website open in the background of the photo

My entire bank account history, including previous periods when I was not even a Rabona customer yet, as well 

as periods after depositing into my Rabona account

I was asked for an additional explanation about an amount that entered my account immediately before depositing 

it in Rabona, the same amount, I explained that it was a cash deposit directly and personally made by me and for 

me, I sent proof of this physical deposit, the photo of this deposit slip as well as several other photos of other 

cash deposits I made into my bank account

Rabona doesn't pay. Does not respond to emails. The chat often does not type any words, the chat is closed. When 

they don't close without typing, they respond to standard, automated messages, the same things

Support, every day for the last 15 days, only knows how to apologize for the inconvenience caused, say that they 

understand the inconvenience caused, promise that the next day it will be paid, that my case is a priority, that 

everything is ok with my account and with my payment, so that I don't worry, that I give a vote of confidence to 

the site, they apologize for the delay, confess that they are wrong for the delay, and many other lies to make 

time pass and nothing happens. Absurd!

When did they request verification?

Three days after making the withdrawal?

Yes, they start asking for things only when the deadline for making payment ends. With that, the days go by, time passes. They ask for one thing at a time. When I checked everything, as in the screenshot shown above, they continued without paying, the days went by, when I published a complaint, they started to change the status from verified to unverified in 2 of the 5 validation steps, to ask again, and with that restart the time of verification, keep the player waiting, waiting, waiting, sending the same things that they already sent and that had already been accepted and verified, again, and again, and again, waiting, waiting, waiting. While they don't respond at all, no email messages, nothing, nothing, nothing