Rabona Casino - Player’s withdrawal has been delayed.

The platform does not release the withdrawal, I've been waiting for days each day they invent a reason, when I registered I asked in the chat if I needed to meet requirements, if I needed to verify the account, they informed me that no, after I made the deposit and made a return with the money deposited they invented a requirement that was not showing in the account in any tab even so I fulfilled the requirement and now again they are blocking my withdrawal, requesting the sending of documents, I also sent them but the platform and negligent has been harming several customers !!!

Dear eduardastefany979,

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

I forwarded all documents for verification and they are refusing to accept to verify the account.

Thank you for your reply, eduardastefany979. Did the casino explain what was wrong with your documents? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

RG FRONT AND BACK , SELF WITH DOCUMENT AND THE WEBSITE OF THE OPEN CASINO , PURCHASED OF RESIDENCE THAT THEY ARE REFUSING TO ACCEPT

THEY CLOSED MY ACCOUNT WITHOUT MAKING THE PAYMENT, THEY BLOCKED IT WITH MONEY IN THE ACCOUNT!!!

This is called STEALING, STELLARSHIP, because I made the deposit on the platform I GENERATE PROFIT playing normally !! It has no index or proof that I inflict any kind of RULES!! they close my account and they are claiming that they will not PAY my EARNINGS !! How does a bookmaker like this have this type of guru rating ??? And so far also no position has been taken by the Guru Nothing has been said !!! Am I here wasting more time than I've already lost?? It's time to intervene, right??

Please note that this is not a live chat, but a complaint thread. We have 7 days to respond and we always get back to each complaint as soon as possible. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. Please, bear with us. Thank you for your patience and understanding.

It seems that the casino has accused you of breaking two very specific rules. Could you please advise if you are aware of violating these rules?

No way , ask for proof !

Because they informed me that the account was blocked due to having managed to be verified and all documents were sent.

Thank you very much, eduardastefany979, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

OK waiting

I want to know if my case will not be resolved, I've been here for two weeks on the forum and nothing has been resolved I haven't received my money and the platform doesn't care about the problem my balance is already in their possession if nobody does anything it will continue so until when???

Hello, eduardastefany979,

I am sorry to hear about your situation.

You were already provided with the explanation and were informed about processing times. I would like to ask you to be patient. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rabona Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rabona Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out.

We would like to inform you that an email was sent to branislav.b@casino.guru. Looking forward for your reply!

Best regards,

Rabona.com

Greetings all,

I am sorry for the delay.

Dear Rabona Casino team,

Thank you for your email and the details. Could you please look at my last response and answer my questions?

Dear eduardastefany979,

Allow me please to ask you a few more questions to clarify the situation.

Is there a possibility there is someone around you that also have an account in Rabona Casino or that you forgot about another account registered in the past? If yes, is it possible that another account could use the same internet connection and/or device to play at the casino, or even use the same bonus(es)? Is there any personal information that you filled out in your account (or they are visible in your verification documents), and that may have been previously used on another account?

What payment method did you use for a withdrawal and what all information did you fill in upon requesting it?

I created my account at a friend's house who referred me to the app and now I don't remember exactly because it's been a while what the payment method was but I think it was via pix

Alright, eduardastefany979, I understand. That explains the matches of IPs used.

However, could you please somehow rationally explain to us how is it possible that the CPF number that you used during filling in a withdrawal request was used in another account before?

Like this ? How can I explain this if I don't even understand? How did someone use my cpf to request withdrawal from another account ??

I will be glad to clarify it.

Another account used the same CPF during registration or filled it in when finishing personal data in the account profile. Then, you used the same CPF number when you requested your withdrawal.

There are not many options for how to explain this fact and other matches with the connected account.

I would like to ask you again - Is there a possibility there is someone around you that also have an account in Rabona Casino or that you forgot about another account registered in the past? It would be great if we have an explanation for the same CPF used in more than 1 casino account.

This is wrong , I ask them to forward the proof of these two accounts because I created only 1 account and I do not know any other account with my CPF

Dear eduardastefany979,

Please, read my previous post, where the situation was explained. I can assure you that the casino has the data to support it. I clarified it to you based on the provided data. In addition, the casino likely cannot provide you with the details/proof from another account, and I am not permitted to do it either.

It is clear the CPF number you filled in upon requesting a withdrawal was previously used in another account. Since we are talking about a unique 11-digit number, it was not just a mistake. Can you please confirm that the used CPF number belongs to you? Or, did you use a CPF number that belongs to someone else?

You mentioned that you created your account at your friend's house and that he/she referred you to the app. What is your friend's casino account ID, and what email did he/she use upon registration, please?

Also, I would like to repeat the unanswered question.

"Is there a possibility there is someone around you that also have an account in Rabona Casino or that you forgot about another account registered in the past? It would be great if we have an explanation for the same CPF used in more than 1 casino account."

We know that at least one of your friends has an account there, but it does not explain the same CPF was used in another account.

Looking forward to hearing from you.

Dear eduardastefany979,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player is allowed to request a reopening of this complaint at any time.

Thank you very much, Rabona Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru