Rabona Casino - Player's withdrawal has been delayed.

It has been over 20 days since I deposited money to play at this casino. I deposited the wrong amount and immediately tried to withdraw it but couldn't since I was required to place a bet. So, I placed a bet, and my 300 turned into 900. Since then, I've been trying to withdraw the money. Today, the 19th, I was surprised to find that the casino claims the payment has been made, but nothing has appeared in my account. I entered the chat, and they told me that they had indeed made the payment, but that it would take 1 to 3 days to show up in my account. Honestly, I've never seen this before; if the payment status shows as paid, it means I've received it, but I haven't received a cent yet. I have all the screenshots and my account statement. I asked the representative for proof of payment, but they informed me they couldn't provide it.

Dear fabi232011,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• When did you request a withdrawal from the casino? Could you please provide a screenshot of the transaction as it appears in your player's transaction history?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Thank you very much, fabi232011, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much, yesterday the money appeared in the casino again, after I complained a lot, and now the withdrawal is pending again.

Dear fabi232011,

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 clarify, if there is something that can be done to speed up the withdrawal process?

Thank you in advance,

Mirka

Good morning, I haven't received it for a month now, they say there was a delay and that's it, they don't answer anymore.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fabi232011,

We are pleased to inform you that your withdrawal request has been completed on 29.08.2024.

Kind Regards,

Rabona Team

I received the payment, thank you casino guru

Dear fabi232011, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru . Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Mirka

Casino.Guru