The player from Germany requested a withdrawal a few days ago, but it’s been pending since probably due to ongoing verification. The player later confirmed that she received her winnings, therefore we marked the complaint as resolved.
Rabona Casino - Player’s withdrawal has been delayed.
Amount: €3,000
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
2 years ago
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2 years ago
Translation
Hello, everyone,
I uploaded my documents for certification to this casino 2 weeks ago. On February 26th, I requested 1000 euros and on February 28th - 2000 euros. The page always tells me to verify my account, which I've already done but nobody looks at it. When I asked when the payment would be made today, I was informed that it could take another 1-2 weeks, but unfortunately they couldn't say exactly. You can forget the live chat, you try to be polite but you don't get any real help there... I find it all incredibly strange - especially since other customers have the same problem and the casino is just playing for time and it's incredibly annoying. I can wait a few more days for the payment if I have to, but it can't be that the certification takes over 2 weeks and you just don't hear anything. Can you please help me with this topic? Thanks in advance Sabina
Automatic translation:
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2 years ago
Dear Sabina ,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
I would recommend you wait for a few more business days. We will keep this complaint opened, and if there is no development, we will intervene. Please keep us updated and let us know in case there is anything new.
Thank you for your understanding.
Best regards,
Kristina
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2 years ago
Translation
Hello everyone, my timer hasn't expired yet, but I wrote to the casino again today and asked. I was told that no more withdrawals will be made this week. Should that really be. Am I waiting over 14 days. I don't understand the whole thing, I'm just told that I should be patient, my documents have not been verified to this day. One should not advertise faster payouts on the site and write 3 days in the terms and conditions. Unfortunately, the long duration is standard with them, people still claim that there are technical problems, etc. Maybe you can help me after all. Best regards, Sabina
Automatic translation:
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2 years ago
Thank you very much for your reply, Sabina. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Dear Sabina,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Hello, everyone,
I have now received the money. I'll explain how the process at Rabona works for posterity, because I've had several payments and it's always the same.
once you make a withdrawal, you can cancel it for exactly 1 week. After a week, the payout will be processed. From this point on, processing takes 3-5 working days. Unfortunately, this is the standard process at this casino. The information in the live chat are excuses and to reassure the customers. Actually, you could explain the process to the customer in exactly the same way. So if you don't want to wait so long for your money, you shouldn't play there. Which is a shame, because the casino is otherwise well structured. Personally, I have now closed my account at Rabona. Thank you and best regards
Automatic translation:
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2 years ago
I am glad to hear that you have received your money. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
