The player from Brazil was unable to access and withdraw his winnings from the account. He had communicated with the casino's customer service numerous times, but the issue remained unresolved. The player also mentioned having had problems with the document verification process, as he had already submitted multiple documents but the casino was not accepting any more. Despite the Complaints Team's attempts to understand the situation better and extend the complaint's duration, the player did not respond, leading to the complaint being rejected.
Rabona Casino - Player can’t withdraw the available balance.
Amount: 3,425 R$
Rabona Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
The house won't pay out, it won't allow me to withdraw the balance that's available.
Automatic translation:
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9 months ago
Dear dedeandrevasco5,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Rabona Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
Have you made any successful withdrawals from this casino before?
Have you contacted customer support regarding the error you see when you try withdrawing your funds?
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
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9 months ago
Dear dedeandrevasco5,
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.
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9 months ago
Translation
I've already done everything via chat, and there's no point in you giving an error, I've already sent more than 5 x statement receipts, now I'm trying to send it and they won't accept it because it says that more than 5 files have already been sent, I've been talking to the attendants for a month and they've never They can help, they just say that it's all via email, and the emails I receive don't help at all either.
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9 months ago
Do I understand correctly that your withdrawal is delayed because of unfinished verification?
Could you please advise which identity documents you provided to the casino and when exactly you sent the last one?
Did you upload your verification documents directly to your casino account, or did you send them to the casino via email?
Have any of your documents been approved yet?
