Rabona Casino - Player's withdrawal is delayed.

After making an initial deposit of 1000€, I managed to earn a profit of 9200€, which I wish to withdraw, mostly due to several reasons such as the imposition of a maximum betting limit without prior notification.

The main issue is that THEY WILL NOT PAY. Their withdrawal limits are absurd: I can only have a maximum of 3 pending withdrawals at the same time, and can only request 1 withdrawal per day up to 500€. Meaning, even if things went smoothly, I would need to make 19 withdrawals, 1 per day, which would take 19 days.

So far, not one of the 3 withdrawals I've requested over a week ago have been processed, despite their terms and conditions specifying a time limit of 3 business days.

The dates of the 3 withdrawals of 500€ each are:

• 19/03/2024
• 20/03/2024
• 21/03/2024

Not only am I not receiving my earnings, but I am also given the runaround and copy+paste excuses via their chat, they do not respond to emails and they claim to have issues with their payment system.

Regardless, if I ever manage to withdraw my earnings, it will be a long way down the road.

Please, help me. I see from reviews that this is their modus operandi but the amount is sizable enough to make me nervous.

Thank you.

Dear Muzzaik89,

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,

Kristina

In the same way that I must abide by their T&C regarding withdrawal limits, they must comply with the same T&C, which specifies a maximum of 3 business days to process withdrawals. I'm not talking about the fact that as of today I haven't received the refund in my bank account, it's that not even the first withdrawal has been accepted, they are still all pending (all 3 at the same time that they allow) after more than 6 business days. The deadlines are very important, because if we continue at this pace, having to make 19 withdrawals to withdraw my balance, that would be 20 weeks, or if I follow your comments, 40 weeks , given that I must wait 2 weeks for each withdrawal.

Please, you must pursue this starting today.

Thank you for your reply, Muzzaik89. Do I understand correctly that you have not made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

They have not required verification from me, since the withdrawal was on the deposit card. At the moment, withdrawals worth €2,500 have already been completed, in 5 withdrawals of €500 each. It seems that it will go little by little but we already see that they pay. Thank you.

It's incredible, but with the 3 allowed simultaneous withdrawals pending, they have not completed any new withdrawals since March 29. I still have a lot of balance left and they are slowing down withdrawals and sending me promotions indicating that they would return 20% of my losses.

Since they have already completed withdrawals, they simply do not want to continue paying because they see that I am successful. They also do not reevaluate my user status to increase my withdrawal limit when obviously with these amounts they know and see that I play a lot (and I am winning).

I attach a screenshot of the withdrawals up to the moment where the completion deadlines can be seen, I insist, in their terms and conditions they specify a maximum of 3 days and there is nothing more to verify.

Please help me get my winnings back. At this rate I'm going to be there for months.

Thank you.

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you Kristina for your quick response. Yes, of course, I ask them daily what happens through their Chat, but they respond with excuses, always the same or similar, pre-written, copy&paste excuses, I already know them by heart. Obviously, it bothers them that a player with a deposit of €1000 generates €12,700 and they want to delay each withdrawal as long as possible (€500 per day, a pace that they are not even meeting).

I attach screenshots of their responses in the chat, as I indicated, they are always the same excuses (capture 5). They are clearly blocking my profits.

It's a real shame. They have just completed one of the pending withdrawals and canceled the other 2. Another way to delay everything, so I have to wait 24 hours to request each withdrawal given the limits imposed, and also the times to pay me are reset, minimum 1 week!

They allege problems with the supplier, but the supplier has worked perfectly because they just paid me for the oldest one.

As I said, this is being clamorous. I have forwarded the chat transcript to you for your consideration.

Thank you.

Thank you very much, Muzzaik89, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Muzzaik89,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Rabona Casino to join the conversation.

Dear Rabona Casino,

Could you kindly offer further clarification on why the processing time for the player's withdrawals appears to be slower than anticipated?

Dear Muzzaik89,

I've recently received information from the Rabona team indicating that some of the withdrawals were declined by the payment provider. While I understand this is not ideal from a user experience perspective, it's important to note that as an international casino, Rabona doesn't directly control the range and availability of payment methods. Various factors such as licensing authority, geolocation, agreements with payment providers, and banking regulations play significant roles in this process. Consequently, deposits and withdrawals often necessitate processing through different payment providers.

Please resubmit your withdrawal requests, and I will ensure the casino representative monitors them closely.

Hello,

They suggested I use the withdrawal by bank transfer, I just requested a withdrawal with this method, after previous cancellations via credit card, and they rejected it after 30 minutes without an informative email, without justification. Every time they do this, everything takes longer, processing times if they process it at all, time is delayed because I can only withdraw €500 a day and a maximum of 3 pending withdrawals simultaneously... this is a shame. I firmly believe they are blocking my funds.

Asking about the Chat, they tell me:

"Yes, you are right, the retreat was canceled.

From what I can see, this happened due to a change in the processing company (so it's on their end) that works with the payment method that was used for the withdrawal. Whenever such changes occur, this could result in the cancellation of the requested withdrawal."

This must be a joke. They do not respond with the real reason, and they give me excuses and copy and paste withdrawal limit issues that now have nothing to do with it, they cancel my withdrawals, for no reason, without warning.

They hide behind the payment provider but they don't tell me what's happening and in the end they don't do their part, they don't pay with withdrawal by card or by bank transfer.

Dear Rabona Casino,

Which payment method do you recommend to the player that should work smoothly without any unexpected rejections?

Hello,

Rabona already has 3 pending withdrawals via Bank Transfer on its side. Please process them quickly. I think I have suffered enough inconvenience and unjustified delays.

Thank you.

Dear Muzzaik89,

I was informed by the Rabona team that your recent withdrawals have been paid. Can you please confirm this?

That's how it is. Everything has been paid for, thank you.

Dear Muzzaik89,

Thank you for your confirmation. I was informed by the Rabona team that there are no pending withdrawals at the moment, but all future withdrawals should be processed normally. I have my fingers crossed that all will be working fine for you. Is there anything else I can help you with, or can I consider your complaint resolved?

Dear Muzzaik89,

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

Dear Muzzaik89,

While you haven't explicitly confirmed it, given your previous confirmation of receiving all the funds that were due to you and considering your lack of communication, which would typically be expected if you hadn't received all the funds or if any assistance is still required from us, we consider this case resolved and conclude that you have indeed received the funds successfully.

We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,

Michal

Casino Guru