The player from Germany had been waiting for over 8 days for a withdrawal to be processed, which usually took 3-5 days. Despite daily promises in chat, the withdrawal had not been completed, and a complaint email had been ignored. The player confirmed his account was verified, and the winnings were from real money. After our intervention, the casino processed the withdrawal, and the player received his money after 10 days. The complaint was marked as resolved.
Rabona Casino - Player’s withdrawal is delayed.
Amount: €500
Rabona Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Withdrawal not processed for over 8 days. Up until now, everything worked within 3-5 days. Deposits and withdrawals have always been made to and from the same account. In the chat, I am promised every day that it will happen very soon.
Complaint email was ignored.
I suspect this company is bankrupt and can no longer afford to process withdrawals.
Beware, stay away!
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4 months ago
Hello germany78,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
Hello Nick,
I am happy to answer your questions.
Regarding verification: current status: Verification of your account is not currently required.
Winnings: Real money
When was the last time we spoke?: every day after the third day (according to point 6.15 of the Terms and Conditions within 3 days), several times a day.
What was it about?: Asking when a payment will be made. Answer: we apologize... it will be processed very soon and is in the final stage of the queue... it has been forwarded to our accounting department and you will certainly receive the payment today... etc...
Just got an answer by email:
Your request (17094188) has been updated. Reply to this email to add further comments.
Riley (Rabona)
31 July 2024, 10:59 EEST
Good day ...,
Thank you for contacting our Rabona customer service.
We have reviewed your account and can confirm that your withdrawal is waiting in line to be processed by our finance department.
We normally process withdrawal requests within approximately 3 to 5 business days, starting from the next day the request was made or from the day of the last withdrawal processed, so we may notice that there has been a small delay in processing your request.
We regret the inconvenience this has caused you and can assure you that your withdrawal is in the final stages and should be processed very soon. In such cases, we ask you to be patient.
If you have any further questions, please contact us by email support@rabonabet.com or via live chat.
Best regards,
Customer Service
PS: better keep your hands off Rabonabet! This company is bankrupt and can no longer afford the payouts.
Edited
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4 months ago
Translation
Update:
The money was paid out after 10 days.
@Nick thank you very much for your efforts.
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4 months ago
Dear germany78,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
