Rabona doesn't pay! Stall tactics and AI support.

Dear players,

At this point I have to say a few words about Rabona's stitches.

Never used bonus or anything similar.

It's about a sum of XXX, really nothing, it's pinatz, but even that amount the casino doesn't seem to want to pay.

Withdrawal attempt 1: 17.07.24

07/21/24 Payout Cancelled , rejected without reason, the chat seems to be AI, gives the same text blocks every time, same text as in the email, the payout was cancelled.

All three points were met: Chrome browser, verification according to profile (the profile says I don't need one, I couldn't even start one myself) and the same withdrawal method as the deposit.

I have checked everything, according to the chat it was supposedly technical problems.

Withdrawal attempt 2: 21.07.24

07/22/24 Support Chat , please ask if my payout could be processed a little faster.

Then don't worry, I'll get my money.

07/24/24 Support Chat , what's going on with my payout.

According to Emma from Rabona:

"I would like to let you know that your request is currently pending. The payout will be processed as soon as possible. We apologize for the inconvenience. Payouts take a few days. Please do not worry. As soon as it is paid, you will see it on the system . Unfortunately, we cannot give a specific date, but the relevant department is working on your request. It should not take much longer. Normally the payment is made within 3 days. Sometimes there can be delays due to the payment providers. I am sorry for the delay in your pay out. I have forwarded a request to the finance department for expediting and can assure you that your withdrawal will be processed as soon as possible. Please expect a notification by e-mail. The procedure is the same and the time-frame is the same despite the payment method.

25.07.24 : Payment Cancelled

WITHOUT any reason, without anything, simply canceled for the 2nd time!

I'll probably never see my money again, avoid this casino! This is obviously a fraudulent delaying tactic where you never get paid out anyway.

I don't understand why RABONA still has a high trust factor here.

According to the statement, the cancellation of the payment from 07/25/24 is due to my bank.

The strange thing is that my bank doesn't know anything about it, nor that any incoming payments have been blocked.

Another excuse from the casino, it's getting more and more ridiculous.

I asked support if I could withdraw with crypto, according to support, no problem at all, I should be happy to request a withdrawal.

07/25/24 - Third withdrawal attempt now with crypto..

It's just ridiculous, other casinos, even with a Curaçao license, pay out crypto within 5 minutes. But Rabona needs 4 days for each payout before you receive the cancellation.

Hello, I have read your situation and I don't envy you. We give casinos 14 days to sort everything out and send the player the money so if you need help, don't hesitate to contact us if you need it. 

As far as rejecting the withdrawal is concerned, I wanted to ask what was the reason for it but I see that the casino didn't say anything which is a pity. It would be good to know why this was done. 

Now I see that you requested your money via crypto, so I'm curious how it will go. If this option doesn't go through, let me know and I'll recommend you to open a complaint with us, where we will try to help you.

I'll be waiting for your reply, and I'm sure it will be a positive one. 

Today is day 14 and I still haven't received a payout.

A withdrawal in crypto is super fast, without any hassle, I don't think I'll see my money anymore. There seems to be a system at Rabona, I've done everything and I still don't get my money, it's €230. We're not talking about several thousand here and the casino still made enough profit from me.

I would like to file a complaint, but unfortunately that doesn't work for you. I can answer the first two questions, then I choose "Continue to the next question", where I only have the option "back". Could you please open the complaint, I want to warn other players!

Well then, if you can't submit a complaint I will advise you with some things you can do and we will see if it will go trough.

Please try to delete your cookies or use another browser or device. If it won't help then you can try to open a complaint from anonymous/incognito mode.

If problem still persists we will try to help you.

Hope it helped and you will be able to open one.

Thank you for the reply, I have just submitted the complaint with all screenshots and evidence. I hope it makes a difference.

Okay, I see it's done then and we'll have to be patient and wait if the casino can handle it and send you the money. If not, as Veronika wrote, we will contact the casino. 

Anyway, you haven't heard anything new so far in a couple of days ? 🤔

I actually got another cancellation email at the weekend, the third one. But under transactions it said that the payout was still being processed. I wrote to customer support directly and they told me that the payout had not been canceled. They then wanted to see a screenshot of the email, which I of course sent straight away. Then they said it was from a different date. It is quite clear that the email is from 08/02/24 8:26 p.m. CET. So it can only be related to the last payout. Then support told me in all seriousness that they generally only say things to reassure customers, since there is no direct contact with the finance department and they are just external support. Really, absolutely amazing, I regret having deposited any money there in the first place.

So it's not very professional, but I hope that this whole case will somehow make it to a happy ending and you will get the money in the end. I know that in this casino sometimes withdrawals take unnecessarily long and it's not something a player wants to experience. 

On the other hand, at least you know where you won't be going back to if you manage to resolve it. 

But you'll have to keep a cool head for now.

I just received the payment, I'm pretty sure the complaint here helped indirectly. Thank you all very much for your effort, thank you for your concern, thank you for offering this here!

Thank you Jaro!! Thank you Veronika!!

Excellent news. I know the casino is not the fastest but eventually players will get the money. So I guess you have to get used to longer waiting times here, I guess. I'm glad you got your money. ☘️🎉😉

Anyway, do you think you will give this casino another chance or not anymore ?