HomeComplaintsRabona Casino - Player’s withdrawal has been delayed.

Rabona Casino - Player’s withdrawal has been delayed.

Amount: €1,000

Rabona Casino
Safety Index:Very high
Submitted: 08 Feb 2024 | Case closed : 28 Mar 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

8 months ago

The player from Italy had two pending withdrawals with Rabona Casino dating back to early February, totaling 1,000 euros. Despite being told that withdrawals required 3-5 business days, the funds had not been received. During the complaint process, the casino had requested additional documents for verification. However, the player's account was eventually closed by the casino due to a violation of their terms and conditions, specifically related to the usage of the same payment method across multiple accounts. The player admitted that his card had been temporarily used for his sister's account. As a result, the complaint was rejected due to the player's violation of the casino's rules regarding payment methods.

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9 months ago
Translation

Hello everyone, I have two pending withdrawals with Rabona Casino, the first dating back to February 1st for 500 euros, and the second to February 4th for another 500 euros.

As of today, despite contacting customer service both through live chat and email, the response I've received is that the withdrawals are indeed pending as they require 3-5 business days to process. Today is the fifth day for the first withdrawal, but still nothing. I don't understand what the problem might be.

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9 months ago

Dear Raff99,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

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9 months ago
Translation

Dear Petronella,


To date, I have not yet received any account verification requests

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9 months ago
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Good morning everyone,

Small update, as of today, February 10th, I have not yet received any payment, nor any account verification.

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9 months ago

I'm sorry for the late reply. Thank you very much, Raff99, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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9 months ago

Dear Raff99,


My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rabona Casino representative to join this conversation.


Dear Rabona Casino,


Could you please provide more information about this case?


Thank you in advance,


Mirka


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9 months ago
Translation

Good morning Mirka,

Update :

After speaking with one of the many users who had problems with this casino, he advised me to try to cancel the withdrawal and try to make a new one with another credit card. I tried, and I got the message 6321 (withdrawal action is limited by group). I tried to place a bet on roulette, and a message popped up saying I can't bet - they've blocked my account.

I tried to contact support, I attach the response from these gentlemen.

In any case, I don't think it's normal that the terms describe a time of 3 working days for a withdrawal, the assistance asks for 5, while in reality if you're lucky it's more, otherwise they don't pay at all.

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Dear R******** B****, Thank you for contacting our Customer Service Team. We would like to kindly inform you that as per the terms and conditions signed by you during registration: 2.1 I services are offered if you have reached the legal age of 18 (eighteen) years of age. By accepting the Terms you guarantee that you comply with the age restrictions, and you must leave the site immediately if you are not at least 18 years (eighteen) of age. 4.1 By opening an account on our website and using our website, you declare :

to act on one's own behalf;

to be a responsible and law-abiding citizen;

that you do not have a gambling addiction, that you do not use the website under the influence of alcohol, drugs or other substances;

all data and information provided when registering on our website are true and real and the customer will continue to update them in case of any changes;

that you fully understand and accept that there is a possibility of monetary loss when using our services;

you do not use monetary funds obtained illegally or from illegal sources;

you have not colluded and will not make any attempt to collude directly or indirectly with another customer of the website;

the credit/debit card or any other payment method that the customer uses to top up their account balance belongs to the customer, has not been stolen and has not been lost by another person. The Company reserves the right to close your account and void any winnings if you reasonably suspect that you have breached this warranty.

Therefore, the Company reserves the right to close and retain any winnings if the verification procedures and checks indicated in the Terms have not been successfully completed. https://rabona.com/it/rules If you have any further questions, please do not hesitate to contact us via email support@rabona.com or via Live Chat. If you wish, you can share your opinion about our service [ HERE ] Best regards, The Rabona.com team

Edited by a Casino Guru admin
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9 months ago

Dear Customer,


Thank you for reaching out to us.


We would like to inform that we are looking into the circumstances of the case and will reply in due course once we collect all the relevant information.


We kindly request that you remain patient as we endeavour to respond as soon as possible. Thank you in advance.


Best Wishes,

Rabona

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9 months ago

Dear Customer,


Thank you for uploading the necessary documents.


However, for verification they are not sufficient therefore we kindly request you to upload the following documents:


533317******6892 - both sides of card. Front side should have only first 6 and last 4 digits visible as well as name and expiry date. Other information should be hidden . Backside should have CVV hidden .


Transactions history of the card from 01.01.24 to 15.02.24


We assure that your verification will be carried with priority once we receive the required documents.

Thank you for understanding!


Best Wishes,

Rabona

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9 months ago
Translation

Dear Casino Representative,


In the meantime, thank you for your interest.


Secondly, I have some questions to ask you about the documents to upload


As regards the transaction history, I have to send you a screenshot for the period you requested, because unfortunately Poste Italiane does not provide any PDF file of the current year's transactions, but only those of previous years.

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9 months ago

Dear Customer,


Thank you for reaching out.


We kindly request you to upload the screenshots of your transaction history from 01.01.24 to 15.02.24 of your card 533317******6892.


Once we receive the documents, we will forward it to the relevant department for review.

Thank you for understanding!


Best Wishes,

Rabona

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9 months ago
Translation

Good morning,

I tried to upload screenshots of the transactions relating to the period you requested, but unfortunately your site does not upload more than 5 files, so you won't allow me to send you what you need.

I await instructions from you. If you want, I can also send them to you here, or by email

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9 months ago

Dear Customer,


Thank you for your cooperation.


We kindly request you to send the documents via email at support@rabona.com.

We sincerely appreciate your understanding!


Best Wishes,

Rabona

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9 months ago
Translation

Dear representative,


I just emailed screenshots of my transactions to my colleagues at support@rabona.com .

In the attachment you will find the email you just sent.


Thank you

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Sensitive attachment
Sensitive attachment
9 months ago

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8 months ago

Dear Raff99,


Could you please inform me, if there has been any update regarding your verification process?


Thank you.

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8 months ago
Translation

Good morning Mirka,


Yesterday morning the Rabona administration contacted me via email asking me the source of two credits on my card, after having reviewed my transactions.


I replied to them in the evening because I was out, showing them in a clear and transparent way the details of the transactions via screen and via other emails received.


As soon as they reply I'll let you know

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8 months ago

Dear Raff99,


Have you been able to see any progress in your verification process?


Thank you.

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8 months ago
Translation

Hi Mirka, after having also sent them the shopping list at the supermarket, and the quantity of toilet paper consumed at my house, they decided to close my account, with the motivation of having violated section 3.2 of their terms and conditions as scammers Which ones are they.

This is rabona casino gentlemen, what you pay is theirs, what you win is theirs

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8 months ago

Dear Raff99,


As you can see, the mentioned term is dedicated to multiple accounts:

file

I would like to ask you, just to be sure, if by any chance any of these situations could have happened in your case:


  • you provided an incorrect name,
  • you opened multiple accounts,
  • more people living in the same house as you opened an account at Rabona Casino, or
  • you use VPN?


Thank you for your cooperation.

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8 months ago
Translation

Hi Mirka, these licensed scammers mistook my sister's account for a duplicate of me. It's a shame, however, that my sister lives with our parents, and opened her account for her own business, while I live with my girlfriend in another house km away.

Furthermore, the fraudulent terms and conditions of these gentlemen also say that the "duplicate" account must be closed, and not the original one. So since my sister opened it later, hers should be reluctantly closed, not mine. The problem is that there are more than 5100 pappardelle on my account, so the scammers covered their asses by asking me for my account... Good clowns, obviously it doesn't end here

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8 months ago

Dear Raff99,


I understand that you and your sister are currently residing in different houses. However, do your IDs list different residential addresses?



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8 months ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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8 months ago

Dear Mirka,


We sent you an email with evidence of our actions.

Looking forward to hearing from you.


Best Regards,

Customer Service

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8 months ago
Translation

Good morning representative,


The interested party is me, not you and Mrs. Mirka, I have to see the evidence as the injured party, this shows how rude and rude you are, as well as scammers.

You are making yourself a really good publicity with the way you operate, everywhere you look, there are negative reviews about you.

Isn't it better to maybe start respecting the terms and conditions that you have established? Perhaps starting to provide withdrawals within 3 days as specified in the terms and conditions you wrote. This is scam my friend, you know?

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8 months ago

Dear Raff99,


The casino sent me evidence, that your account is duplicate with another account, because the same card has been used for deposits in both of the accounts.

Do you know, why this could have happened?

Edited by a Casino Guru admin
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8 months ago

Dear Raff99,


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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8 months ago
Translation

Good morning,


My card was used for my sister's account for a short time as I did not have it. When he had the availability, he used his

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8 months ago

Dear Raff99,


I understand, this situation is unpleasant to you, but it is a standard rule in casinos, that we consider fair, that it is forbidden to share your payment method (card, account,..) with other players, as it can be considered as multiple account usage, or collusion.


In 3.2 in General Terms of Rabona Casino it is also mentioned, that ,, If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation".


Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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