The player from Greece had had difficulty withdrawing his winnings of 800 euros from an online casino due to address verification issues. Despite having been a VIP member and having repeatedly requested account verification, the process had remained incomplete for a year. The casino had claimed that the player's bank, Revolut, had blocked the withdrawal due to insufficient address verification. The player had provided all the necessary documents for verification, but the casino had kept asking for additional ones. After a long process of communication and mediation, the casino had finally processed the player's withdrawal. The player had confirmed that he had received his winnings. The complaint had been resolved with the help of the Complaints Team.
Rabona Casino - Player’s withdrawal is blocked due to address verification issues.
Amount: €800
Rabona Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
I gambled over 15,000 euros at Rabona casino, and I tried to withdraw 800 euros for the first time last Sunday. They asked me for account verification. At all licensed casinos, verification is supposed to occur within 30 days of registration, but they allowed me to play for a whole year, even though I had asked them repeatedly to verify my details. All my documents were approved except for my address verification. I sent them three different address verifications, all of which were rejected. As I was a VIP member, the live chat frequently referred me to the VIP department. Each person I communicated with gave me a different reason for the withdrawal. Today, after continuously asking for my money and getting nowhere, I suggested to the VIP department that it would be better to close my account and only take the 800 euros I am entitled to. My account was closed, and when I asked what would happen to my money, they replied that they had sent my money, but it was blocked by my banking provider, revolut bank, because I hadn't sent a proper address verification. I contacted Revolut Bank and they have no blocked deposit transactions for my account. Also, they stated that the excuse given to me is unfounded as Revolut Bank never asks for address verification.
What should I do to get my money when the casino is deceiving me about it?
Dear ngeorgiou690,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Has the casino offered any solution for you to withdraw your winnings?
- Have you used any other payment methods for deposits in the casino other than Revolut?
- Is the address associated with your Revolut bank account the same as the address you used to verify with in the casino?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
1) I asked the casino and specifically the vip department if Revolut bank is a problem, could I give them another iban and they told me that only the card I made the deposits from should be withdrawn. (I am attaching the relevant email)
2) I have never used a payment method other than Revolut which is in my name.
3) I come from Cyprus and for the last two years due to my work I have been living in Greece and traveling constantly. In identification I sent them my Cypriot ID and explained the above and I sent them bills that I live in Greece (Komotini).
I made the Revolut card 4 years ago when I was in Cyprus and it was identified with the house I lived in at the time.
In a conversation I had with Revolut bank I was told that no deposit was made to me and they never ask for identification documents for transactions.
Also something else. Rabona casino does not have an operating license from the EEEP of Greece as I was just informed. The fact that all my documents were identified and stuck to an address, rejecting what I have sent and insisting that they do not have a license from the Greek state, raises many questions for me as to their real intentions. Also, the answer that my bank allegedly blocked the transaction for the certification of addresses, which is still nowhere, increases my concerns.
From the vip department, although I explained to him that my bank has no involvement, he continues to insist that they paid and my bank is responsible.
Unfortunately they are making fun of me and it is no way to treat a customer to avoid paying the winnings.
Thank you very much, ngeorgiou690, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
Hello ngeorgiou690,
I have reviewed your case and will contact the casino to see if I can help.
In the meantime, you mentioned:
"In a conversation I had with Revolut bank I was told that no deposit was made to me and they never ask for identification documents for transactions."
Can I ask if you have some record of this, perhaps an e-mail or screenshot?
We would like to invite Rabona Casino to join the conversation and participate in the resolution of this complaint.
Dear Rabona Casino,
Can you please provide further insight into the problems the player is experiencing?
Kind regards,
Adam
I didn't save a file. If the casino replies that it transferred money to my revolut, please send us the transaction to contact the Revolut bank again !!
Sure, whenever you have the transfer confirmation from the sending bank, you can always contact us. we will be happy to help! :)
At this time, we have not received the amount in your account, however, if the amount was transferred, it usually takes up to 2 working days to reach your account.
(This is today's conversation with my bank)
If there is a transaction, please let the casino attach the details.
According to the records of Revolut bank (Currently, we have not received the amount in your account, however, if the amount was transferred, it usually takes up to 2 working days to reach your account).
As you would have read in the emails I have attached to you, there is an email from the vip department of Rabona casino dated 16/2 that the money was sent to my account.
Rabona casino must clarify to us what is really happening!
I hope that Rabona casino will respond soon and give adequate answers that are in line with the written documents that I have in my possession. Otherwise, I will send an extrajudicial letter through my lawyer and the case will go to my country's customs authority. The fact that I have not taken these actions is because I am awaiting explanations from the casino.
I keep waiting.
A week and we still haven't received a response from a casino with a high security index. If they don't justify me, I don't care about the financial costs I will have. I will do everything with my lawyer to create a serious problem in the casino, so that other unsuspecting players do not suffer the same as me!
Hello ngeorgiou690,
I have made contact with the casino via Skype and they are checking into the situation. I will therefore extend the timer while we await further information.
Kind regards,
Adam
Thank you Adam for your help. I will wait.
As you realize Adam since I have had repeated emails that I have been paid, any other excuse will mean that there has been an attempt to defraud me and the betting authority in Greece will take this very seriously if I am forced to make a complaint!
Unfortunately the casino's complete refusal to deal with the matter. Deceiving the customer that they were allegedly paid and discrediting them, they have not yet realized how much trouble it will put their page in Greece into trouble. There is strict legislation from the betting authority and they will soon understand this. I played in this casino because I saw a very high security index and finally it seems that it is a scam unfortunately.
Do you believe her Adam that I should do. To report to the Greek police my fraud by the Rabona casino, that I had allegedly been paid the winnings, while this never happened. ?
The purpose of the complaint is the e-crime police to protect unsuspecting players from this casino in any way. I have so many emails to take to the police that I have been paid the winnings, the casino has no excuse.!
My lawyer is urging me to report them for fraud.
Hello ngeorgiou690,
There has been no further response from the casino, so I will contact them once more as per our policies. If there is still no response after another 7 days, I would recommend you contact the casino's licensing authority (Antillephone N.V.) and submit a complaint to them.
We would like to ask Rabona Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
Thanks for your actions. The indifference of the casino is truly unbelievable. He doesn't take any of us into consideration. It is by no means a casino with a high security index.
Dear customer,
We thank you for the provided documents for Proof of Address.
However, we noticed that the payslip you have provided is missing your name. Therefore, we kindly ask you to send us another document, including your name, so that we can proceed with the verification.
Thank you in advance.
Rabona Administration
I am sending you my card and bank details to make the deposit
I remain at your disposal for any question.
I hope the payment can be arranged immediately.
Yours sincerely
******* ******
Hello ngeorgiou690,
It seems you may have misunderstood the situation. The casino is stating that the source of wealth document (payslip) you have provided as part of the verification process was not sufficient. You need to submit an alternate document that includes your name so that you can finish the verification. If you do not complete the verification, you will not be able to make a withdrawal.
Kind regards,
Adam
Should this be Adam?
Dear Rabona Casino,
Can you please confirm if the document provided above is acceptable?
Kind regards,
Adam
To Rabona casino
The initial position of your vip department partner was that the 800 euros were paid and were blocked in my bank. Today you asked me for proof of payment which, from the photo I am attaching, was verified.
Of all things it happens. I hope your answer today is not a ploy to start a new endless process !!
I expect your reply soon.
Dude Adam
I would ask you to contact the casino so they can get the document and respond to us. The past has shown that only if you contact them do they respond. I have been waiting for a month and a half and as you can see, but they told me that they are asking for more now. I would be grateful if you could find some time and contact them.
Sincerely
George
Because I don't see the casino doing anything for me
pay the 800 euros, I decided to file a complaint with the electronic crime department.
I hope the casino will stop fooling me and pay me soon so they don't have any problems. They must learn to respect those who play with their money.!
Sincerely
George
Dear Rabona Casino,
Please provide an update on the situation. Have all documents now been received?
Kind regards,
Adam
Adam friend
I don't think the casino will answer. This is what Rabona casino's prehistory taught me. They completely ignore me and deny it every time. They wrote to me that the 800 euros were paid but there was a problem with my address document. Then, after your suggestions, they changed the subject and put them on the payment certificate, which items had been verified.
Now I send them and they don't reply. I've just gone to my country's financial crime security and given all the details because I'm tired of the bullshit.
The issue is now being monitored by security and if the casino's tactics continue for a few more days, they urged me to go again so they can take care of the issue.
Please if you can communicate via another medium with them (skype) so that I can give an answer to cybercrime security.
Yours sincerely
George
Dude Adam
Unfortunately I see that the casino is completely ignoring me. Initially he assured me that the amount of 800 euros was paid, after your efforts and the lapse of 15 days the casino ignored his writings and asked for a certificate of earnings which had been verified a long time ago.
The whole situation has fed me up and I have just reported the case to the cybercrime directorate. There I was asked to try to have one last communication with the casino so that they can answer us if they will pay me immediately and to inform them in case they refuse to proceed with my complaint.
My request Adam is to make an attempt to communicate through another medium (Skype) to end the matter positively or negatively.
I have no intention of going to the Curaçao betting authority because all the reviews say they do absolutely nothing about it and I went to the Greek authorities.
My purpose is not to stop chasing injustice and to protect other citizens of my country from unreliable casinos.
I am waiting in the hope that we will have an answer because they have tired me enough.
Sincerely
George
Hello ngeorgiou690,
I have reached out to the casino via Skype, I will let you know when I have a response.
Kind regards,
Adam
Even after contacting the casino, still no response. The high security index, misleads the players a lot. There is no bigger scam on the internet.
I hope that the electronic crime department of Greece will take serious measures, so that the residents of our country can avoid fraud.
Thursday I will go to proceed with the complaint if the casino does not respond !!
Dear customer,
We kindly ask you to send us the Payslip in the PDF format to our email, and we will take it into processing as soon as possible.
Thank you for your co-operation.
Sincerely,
Rabona administration
Adam it doesn't upload to pdf can you guide me?
Hello ngeorgiou690,
Can you please tell me in what format you have received the original document?
Kind regards,
Adam
Pdf I press it to upload and it doesn't upload. From the same button I uploaded all the other documents. That doesn't raise it
Do you have an email I can send you to upload
Hello ngeorgiou690,
Please provide a screenshot of the error you are experiencing so the casino can help.
Kind regards,
Adam
First I click here:
Next here:
But it doesn't go up!
Hello ngeorgiou690,
I believe the casino is expecting you to send them the document directly via their email address. You do not need to upload it here.
Please let us know once you have done so.
Kind regards,
Adam
They just texted me that my withdrawal was cancelled. The story continues.....
Friend Adam
Yesterday I was asked for a document from a Greek bank to make the transfer, which I sent immediately.
So far despite trying to get some response if the withdrawal is going through I have not received any response from the casino.
As things stand, if there is no development by this afternoon, the complaint will be forwarded to my country's cybercrime directorate.
Yours sincerely
George
Dude Adam.
I apologize for bothering you once again.
I would just like your advice if I should now put my complaint in writing to the cybercrime directorate. ?
Hello ngeorgiou690,
Thank you for the additional information. If all documents have now been sent, let's give the casino a little time to review them and reply. Do you have any confirmation that the documents were received?
Kind regards,
Adam
Of course I was asked for an IBAN of a Greek bank and I got a reply that they got it. Now they don't answer me at all. Yesterday I received assurances that the money would come immediately. To get to the point Adam is ready to submit to the client means that everything is approved.
I gave plenty of time. I wait patiently. Somewhere my stamina has run out. We are talking about a casino that assured me three times that I was paid. I don't trust them at all. I don't know if they are answering you, but I think they are playing with me!!
Hello ngeorgiou690,
It can take some time for the verification process to be completed, and this is only after all information has been requested.
We should be prepared to wait a little longer, an I will reach out to the casino again via Skype in the meantime.
Kind regards,
Adam
Dear Adam
I followed your advice and spoke to the police on the phone. I mentioned to them that the casino showed some points of interest.
I want to make it clear to the casino that my payout margin is the next 48 hours!
The fraud that I was paid the 800 euros and the continuous control of the same documents I think is over, I can't tolerate any more mockery!
If they continue the same tricks for the next 48 hours they will have an all out attack from my lawyer.
And one last thing, I didn't go today for a written complaint, not because I trust the casino, but because I really appreciate Adam's efforts to solve the problem.
Hello ngeorgiou690,
Just to clarify, my only advice was to wait a little longer for the casino to review your documents now that they have all been provided.
Please understand that the verification process takes some time to conclude, and as it took a while for the documents to be provided in full, I believe it is worth remaining patient if it means you may receive your payment.
Kind regards,
Adam
I just got an email that the withdrawal was declined again. I have given the details of 2 banks. Hellenic and revolut. Especially revolut, serious betting companies make me a withdrawal in two hours. Here I don't know if he really rejects it or if it's a trick!
Hello ngeorgiou690,
The casino has informed me that they will be posting an update on the situation here shortly.
Kind regards,
Adam
I was asked for the address document by the online support. As you will see in their message above, they thank me for this document. I honestly don't know what to do anymore.?
To believe her with so many lies.
I am anxiously awaiting its publication
Adam the email I got:
The answer for the certificate of address on your page:
Are these serious things?
Dude Adam
Do you have an opinion on what they send me? Did you also find that one negates the other?
Dude Adam
Will the casino respond today?
I am asking you because I am really tired of Rabona casino.
I've heard so many versions it's crazy.
If the situation continues like this, I will leave it to my lawyer and let him do what he thinks with the Greek justice system.
Dude Adam
Have you had any response from the "casino" so far?
Adam friend
The last update I got from the casino's VIP department was that I was asked for proof of address again.
I immediately sent it and I'm waiting.
I remind you that two days ago here they thanked me for the proof of address....
I realize you can't take a stand for many reasons and I respect that.
Dude Adam
It would be good if the "casino" would give us a clear answer if it will pay. To stop using various tricks to delay the withdrawal.
I gave them two more days if I don't have my money, in the afternoon I will proceed with my complaint to the police.
Sincerely
George
To Address Rabona casino
Despite my efforts to find a solution to avoid third party involvement in solving the problem, you have shown immense oligarchy to the extent of degrading me as a human being.
After the new refusal to pay me, today I go to the electronic crime office with my lawyer, to submit my complaint in writing this time.
I hope the Greek authorities will provide the solution and protect thousands of unsuspecting citizens of Greece from you and your page.
I hope that the police will soon do what is best for the Greek citizens. I lost the 800 euros that you did not pay me, but I have a responsibility to protect Greek citizens from your so-called "casino".
Adam I salute you
When you decide to declare the dispute "unresolved", please write in your comments which side did not want to cooperate.
Sincerely
George
Hello ngeorgiou690,
Can I ask you to please clarify what you mean by your statement " I lost the 800 euros that you did not pay me"?
Please understand that if you have gambled with and lost the disputed balance while we have been waiting for the verification to be completed, there will be nothing further we can do to assist you.
Kind regards,
Adam
Adam
I clarify to you that I won 800 euros and with a difference of tricks and lies they did not pay me.
The phrase I lost 800 euros means that I don't believe they will EVER pay me because of their unreliability. I lost my hopes from the pile of lies that's why I think I lost my earnings because they don't pay, they only take money from their customers.
I hope I am being completely clear.
Adam
I understand that you cannot write anything that affects the casino, because these casinos are sponsors of your page.
But if you read the inconsistency of the emails they send me for so long, you will easily understand what is happening.
Thank you for helping to find a solution to my problem.
Adam
I understand that you cannot write anything that affects the casino, because these casinos are sponsors of your page.
But if you read the inconsistency of the emails they send me for so long, you will easily understand what is happening.
Yesterday when I went with my lawyer to the e-crime directorate for a written complaint, the officials there carefully read the correspondence and the inconsistency of emails that the casino sends me and realized that the casino is fooling me. The most serious of all is that the casino assured me that the winnings were paid, while this was a lie. There is the offense as I was told of internet fraud.
Thank you for helping to find a solution to my problem.
I hope and pray that the casino will not continue to ignore me!
Dear customer,
We apologize for the inconvenience with your withdrawals.
We kindly request you to provide us with a screenshot if your Skrill or Neteller account, in order for us to pay out your balance manually.
Thank you in advance.
Rabona Administration
Thank you for your response, Rabona Casino.
Dear ngeorgiou690,
Please let us know when the requested screenshot has been sent to the casino.
Kind regards,
Adam
Thank you ngeorgiou690.
Dear Rabona Casino,
Please keep us updated on any developments, and let us know if the withdrawal is processed.
Kind regards,
Adam
The casino asked me yesterday and I immediately sent him the skrill account to make the deposit.
Unfortunately she still didn't. They are waiting for her some more..
Dear customer,
Unfortunately, due to technical updates from our side, the withdrawal cannot be processed to the bank account you provided.
We kindly ask you to provide a crypto wallet number or a Greece-based bank account, in order for us to proceed with a manual withdrawal.
We deeply apologize for the inconvenience and thank you for understanding.
Best regards,
Rabona Administration
I have given you an account from the Greek bank twice. My skrill account is activated. Please try again on the skrill account.
Every week the same excuse that my bills are to blame. I sent you so many times the Skrill account, I sent you so many more times the Greek bank account and there is always a problem to give me the money. I use both the 2 accounts I gave you daily with no problem.
Only you are in trouble.
You are doing everything to win another 7 days.
How deceitful you are.
Not 9.4/10 rating you should have but 0/10.
Hello ngeorgiou690,
I have asked the casino representative via Skype to explain further, I will respond here as soon as I have more information for you. In the meantime, can I ask if you have the ability to provide a cryptocurrency payment address, should it be necessary?
Kind regards,
Adam
I sent a skrill account and a Greek bank. What they asked me!
I don't have anything else
All casinos usually pay to Revolut or Skrill.
It's not that he can't pay. !
The reason is that he doesn't want to pay!
The casino sent me an email 3 days ago that the 800 euro deposit was over. To date, no money has entered the two accounts I gave them. I am emailing for further information but no one is replying. If the casino can give us further information.
They emailed me 5 days ago that the withdrawal was complete.
They make fun of me. I did not take anything.
good morning
I have just received the money.
Thanks to Adam and the Casino Guru team for the great help to me.
Hello ngeorgiou690,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, ngeorgiou690, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Adam
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