The player from Germany faced delays in the verification process at Rabona despite having all documents accepted. Although customer service referred her to the finance department for an email update, she received vague assurances without resolution. The issue was resolved when the player's account was finally verified, allowing the case to be closed. We appreciated the player's cooperation throughout the process.
Rabona Casino - Player’s verification process is delayed.
Amount: €24,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Rabona is delaying the verification process because they keep requesting new documents. Now, all documents have been accepted, but the verification page still shows an error that more documents are needed, even though everything has been approved. Customer service refers to the finance department, stating that I will receive an email. So far, nothing has happened, and in the chat, they keep giving vague assurances.
Automatic translation:
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Public
1 month ago
Dear ulrichwurm97,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Have you submitted your bank statement for March as requested in your casino profile? When exactly did you send this document to the casino?
When was the last time you communicated with customer support regarding the error in your verification?
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
Public
Public
1 month ago
Translation
According to the screenshot that I submitted a complaint, the account was finally verified today. The case can now be closed. Thank you for your efforts. Best regards
Automatic translation:
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1 month ago
Dear ulrichwurm97,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
