The player from Germany is complaining about the lengthy and unclear verification process. Although it seems as though this issue has been resolved, the complaint was rejected because the player didn't respond to our messages and questions.
Rabona Casino - Player’s struggling to complete account verification.
Amount: €2,000
Rabona Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
Won a total of €2000 on the Rabona site on November 7th, 2022.
Then 2 days later I saw on the account that I now have to verify myself. Didn't get a request via email, saw it on the account. I then verified myself with my residence permit on November 9th, 2022. 1 week later it showed as declined on my casino account for no reason!!! And again no email. Written with support what would be wrong with the photos, it was not addressed at all I should upload a new photo again, I got the same answer by email from support when I asked.
I can't get rid of the feeling that they want me to cancel the amount again and lose.
Automatic translation:
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2 years ago
Dear Osman3838,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello,
I'm very well aware of that, I think it's right, but what Rabona is doing I'm experiencing for the first time in my life. They still haven't given me a reason. The only statement was I should send a better quality. Believe me this is not the first time I've been to a lot of casinos, the quality I sent was impeccable. I'm waiting again for at least 5 days for the verification, ä. This is purely a time game that they are doing with the hope that I will lose the money again.
Automatic translation:
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2 years ago
Thank you very much, Osman3838, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Osman3838
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.
We would like to invite Rabona Casino to join the conversation.
Dear Rabona Casino,
Can you please provide some information regarding the player's withdrawal delay?
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2 years ago
Dear Customer,
Thank you for contacting us!
We are glad to inform you that your withdrawal request for 720 EUR has been processed from our side. Please expect the funds to arrive at your account in the nearest time.
We are sorry for the delay caused and we sincerely appreciate your patience!
We would like to also add that the mentioned withdrawal request for 2000 EUR has been processed from our side on 21.11.2022.
Should you have any other questions, feel free to contact us via chat.
Best regards,
Rabona.com
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2 years ago
Thank you Rabona Casino for the response.
Dear Osman3838
Please let us know when you successfully receive all the funds.
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2 years ago
Dear Osman3838,
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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2 years ago
Dear Osman3838
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
