Rabona Casino - Player’s withdrawal has been delayed.

Hello, I need your help, I requested a withdrawal of $1300 on the 17th at the house, and they asked for verification, so far so good. The house is right, the documents have been sent and accepted. But it is taking longer than the others, then I see the complaints of this house, and I saw that they take a long time and do not respond to emails, just as mine were not answered. I wanted your help, because this delay is not normal. And I saw in some reports that this house does not like to pay its client. When you lose it's wonderful, but when you win. It's a lot of bureaucracy. And I saw in the complaints that many people in Brazil complain about the fact that they don't pay their customers and close the account without explanation. And I get emails saying I requested withdrawal every day. As if they were late.

Dear Carlaclarissa22,

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, 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

Okay, there's a week of verification... the problem is that this house has no credibility at all, according to the reports I'm seeing.

look at this nonsense, I received an email that my account was verified. Then I went to look on the website and it wasn't verified. The email was from RABONA, and by the FEZBET department. How much disorganization... funny that this Fezbet, which must be from the same network. As soon as I lost everything they checked the other day. And now it's like this to check. That's why I requested withdrawal. ABSURD.

I fully understand your frustration, Carlaclarissa22. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by the end of this month, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Good morning, Petronella, as I already imagined… this house acting in bad faith with its customers. Just this morning I received the news that my account was closed. And they will refund my deposit of 300$. My total deposits were 600$. That's a steal at FACE DURA. This house needs to be BANNED. Funny that the same owners of fez bet. They checked when I lost everything and now because I had to pay. They make it up. I'll send the evidence.

Now I want to know, what fraud did I get involved in? The documents were all sent and accepted. They verified my account through Fezbet as soon as I lost. There you are assuming that I committed fraud just to not pay. It's even worse, they sent an email saying it was checked out by the faz bet department. A total mess.

Thank you very much, Carlaclarissa22, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

OK awaiting!!

Hi Carlaclarissa22,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Rabona Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been closed and why just the one deposit of a total of two 300 BRL deposits was refunded?

Thank you in advance for providing an explanation.

Kind regards,

Tomas

Dear Team, 

Thank you for contacting us. 

We would like to inform you that we carried out account verification and the customer’s account was closed as it breaches our following terms and conditions: 

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

In addition, the last deposit was returned based on our below t&c: 

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account

We hope that this has clarified the case to you! 

Sincerely, 

Rabona.com

Now prove the fraudulent activity ? You who do not pay the customer. Revenue here is high, it must be from closing accounts and keeping other people's money.

Dear Carlaclarissa22,

We have received sufficient evidence from the casino to support their claims regarding fraudulent activity involving your account and another account registered at the casino. The casino has acted in accordance with its Terms and Conditions in this manner.

Consequently, we are unable to assist you further with this case and the complaint will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Tomas