The player from Peru was frustrated with Rabona casino due to delays in the verification process despite following all instructions. After sending the required documents and a photo with his ID, verification timelines kept extending, preventing him from withdrawing his money. The issue was resolved after 20 business days when the casino verified his account and processed the payment. We marked the complaint as resolved.
Rabona Casino - Player’s verification is delayed.
Amount: 359 S/.
Rabona Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello, I'm here to complain about the Rabona casino. A few days ago, I wrote a post expressing some concern about the site, and now, 15 business days have passed since I sent the documents they requested, and they still haven't verified anything. They told me that a photo of me with my ID was missing, and I sent it via email as they instructed. During these days, they first told me it would take 24 to 72 hours, then 3 to 5 days, then 5 to 10, and recently they said 15 to 30 days. I don't know if they don't want to pay me or what, but I'm getting very confused. Terrible site, please help me if you can. I will attach the chat logs where they mentioned the 15 to 30 days, the proof that I sent them an email as requested, and the amount of money I wanted to withdraw but cannot because they haven't verified my account for the payout.
Automatic translation:
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3 months ago
Hello juniorbo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents did you forward so far? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Hello, the verification process has been in place since the 6th of junior; The documents I have sent are my ID and my selfie photo next to my ID; I spoke to them via Gmail and received the following response after 8 days
There it says to send my documents again through the page, but since it won't let me send anything, they told me to delete the cookies and caches, so I did it and everything remains the same, I don't know what to do anymore, now I will write to them again to see what they tell meAutomatic translation:
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3 months ago
Translation
Hello, the claim is no longer necessary, the Rabona casino, after 20 business days, proceeded to verify my account and make my corresponding payment, thank you
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3 months ago
Dear juniorbo,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
