Rabona Casino - Player’s withdrawal has been delayed.

Hello!

I am a client with Rabona and had placed a bet that produced a return of 1035.00 BRL. As a result, I decided to request a withdrawal of 200.00 BRL. The withdrawal request was made on 30/10/23, so as of today, I have been given the runaround for 11 days. They informed me that the receipt period was 3 days. By the fourth day, I requested updates, they apologized for the delay and informed that the payment was currently with

the financial department and that I would receive it promptly.

Every day, I would contact their chat and email to ask for updates, only to experience the same stalling tactics.

After 7 days of delays, they began asking for documents. I submitted all requested documents (proof of identity, selfies, proof of residence, statements from my Pay4fun account, bank account statements) all of which were approved. Surprisingly enough, each day they would ask for different verification (selfie holding the document, selfie with the document in front of the laptop screen showing Rabona's site), all of which were also approved. They requested (yet again) for proof of address. Everything was sent and APPROVED!

Despite this, they still have not made the payment.

In other words, even with a verified account and all documents APPROVED, they haven't processed my withdrawal of 200.00 BRL.

Note: I will also be requesting a withdrawal of the remaining balance, which amounts to 835.00 BRL.

Dear rossiglauber,

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

Hello!

Thank you in advance, Kristina.

Any additional information you need, I am at your disposal.

Thanks!

Hello Kristina.

To my surprise, Rabona paid me and I received the amount of 200 BRL in my PAY4FUN account. Now I have an open withdrawal worth 832.00 BRL.

Thank you for your reply, rossiglauber. I am happy to hear that at least one withdrawal has been successfully processed. Could you please clarify when exactly you requested the second withdrawal?

I requested a withdrawal of 832.00 BRL last week, but, to my surprise, the amount returned to my Rabona balance. I contacted them via chat and they said it was a systemic error.

I requested the withdrawal of the same amount again on Monday, 11/13/2023 and I am waiting for it to hit my Pay4fun account.

Hello!

I come here to update my withdrawal case with Rabona.

Rabona stipulates a period of 3 days to complete the withdrawal to the customer, however, today is the fourth day and, so far, I have not received it.

Always the same twist.

Note: my account is 100% verified.

I would like your help, there are 832.00 BRL to receive.

thanks

I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, or your withdrawal gets canceled again, please let us know and we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Hello Kristina.

It took a while, but I received my withdrawal of 832.00 BRL. Therefore, I was able to withdraw all the amount that was there.

thanks for your help.

Casino Guru is rated 10.

thanks!

Dear rossiglauber,

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,

Kristina

Casino.Guru