The player from Germany experienced repeated delays and cancellations in his €230 withdrawal attempts from the casino over the past two weeks. Despite assurances from support, the latest withdrawal attempt on 25.07.2024 remained unresolved as of 02.08.2024. The player reported conflicting information from customer service and doubted the validity of their responses. Ultimately, the player received the payment and attributed the resolution to the intervention of the Complaints Team. The complaint was marked as resolved.
Rabona Casino - Player's withdrawal has been delayed.
Amount: €230
Rabona Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
https://casinoguru-it.com/de/forum/beschwerde-diskussion/rabona-zahlt-nicht--hinhalte-taktiken-und-ai-support?utm_medium=email&utm_source=system&utm_campaign=forum&utm_term=01-08-2024#post-125771
Withdrawal Attempt No. 1 Bank Transfer: 17.07.2024
Cancelled on 21.07.2024, according to support, due to technical issues.
Withdrawal Attempt No. 2 Bank Transfer: 21.07.2024
Cancelled on 25.07.2024, according to support, supposedly due to my bank, which I was informed of only later.
I checked with my bank, there was never any attempt to transfer funds.
Withdrawal Attempt No. 3 Crypto: 25.07.2024
31.07.2024: Support statement
(12:22:57) Eulalia
I completely understand your point of view and for this reason I would like to reassure you that the payment will be finalized today or tomorrow.
It is now 02.08.2024, and I still have not received my withdrawal.
I have requested and saved every chat with support, I have screenshots of the withdrawal attempts, I have documented everything; it's blatantly obvious that they are stalling.
It's only about €230, and the casino refuses to pay out, unbelievable.
Automatic translation:
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1 month ago
Dear Kekowitz,
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 from July 25th, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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1 month ago
Translation
I asked the casino if a KYC was necessary, they said no, and in my customer profile I don't even have the option to do a KYC, it says it's not necessary.
In addition, I received another email on August 2nd, 2024, that my payout had been canceled. Customer service was contacted directly and, after sending screenshots, they just said that this was an old email, although I received it on August 2nd, 2024 at 8:26 p.m. CET. I don't know how you can just say it's an old email.
The customer account says that the payment is still being processed. I don't believe that anymore, these are all excuses, the support also told me that they are only external, can't do anything for the Rabona company and have no direct contact with the finance department. So my hope is zero, it seems to be a system, in total I have been waiting for the payment since July 17th. Unbelievable!
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1 month ago
Translation
I just received the payment, I'm pretty sure the complaint here helped indirectly. Thank you all very much for your effort, thank you for your concern, thank you for offering this here!
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1 month ago
Dear Kekowitz,
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,
Veronika
Casino.Guru
