The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
Rabona Casino - Player claims that payment has been delayed.
Amount: €100
Rabona Casino
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8.0
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Case opened
Current status
Waiting for player to reply
6d 22h 51m 19s
Case summary
1 hour ago
Public
Public
16 hours ago
Translation
Yesterday, on 12/16/2024, I made a deposit of 100 EUR. When trying to place bets, I kept getting an error message saying my stakes had to be reduced to between 2 and 5 EUR. In other words, I've been given a betting limit. Until that point, everything was working perfectly, including withdrawals.
When I tried to withdraw the 100 EUR, a message popped up saying I have to play through my deposit once. With a 2 EUR stake, that's 50 times! I'm not okay with these conditions.
I cannot play through my deposit even once, nor can I make a withdrawal.
I wrote that I would like to close my account. In this case, they should pay out my balance of 100 EUR. But they're not doing it! In other words, they are refusing to close my account, pay out my money, or raise the limit so I can play through my deposit once.
All in all, this looks like fraud.
In the chat, they say they can't do anything (no withdrawal and no account closure) and that I have to play through 100 EUR... and here's the critical point: I am being forced to bet!
They cannot simply close an account with my real money balance; that would be theft or fraud.
Looking forward to any possible help!
Never again Rabona!
Automatic translation:
Public
Public
16 hours ago
Dear germany78,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
16 hours ago
Translation
Hello Nick, my request is not about an existing withdrawal, but I am unable to make a withdrawal! Please process my complaint without waiting (14 days). Thank you!
Automatic translation:
Public
Public
1 hour ago
Dear Germany78,
Wagering your deposit is a standard practice in almost every casino, as it aligns with AML (Anti-Money Laundering) policies. Unfortunately, players are required to adhere to the casino's terms and conditions, which were agreed upon during registration.
Could you kindly confirm if this was your first deposit with the casino?
Looking forward to your response.
Best regards,
Nick
germany78 has 6d 22h 51m 19s to reply
