The player from Italy had a pending withdrawal that had not been processed for 6 days. She had reached out through live chat and email but continued to receive responses indicating a delay. After further communication, it was confirmed that her account had been verified, yet the withdrawal remained pending for 10 days. The issue was resolved with the payment being made following the Complaints Team's intervention. The complaint was then marked as 'resolved'.
Rabona Casino - Player's withdrawal is delayed.
Amount: €448
Rabona Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
It's been 6 days since I requested my withdrawal, but it’s still marked as pending. I’ve asked for explanations both via live chat and email, and I'm always told I need to wait because there is a delay.
My account has been verified through the proper procedure.
Automatic translation:
Public
Public
2 months ago
Dear vittoriaroglieri,
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 the 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,
Veronika
Public
Public
2 months ago
Translation
My account has been verified but despite this the withdrawal status is: pending
Automatic translation:
Public
Public
2 months ago
Translation
It's been 10 days since my withdrawal request, support continues to tell me that there is a slight delay in processing but the situation continues to remain blocked without providing explanations
my account has been verified and I have already previously had to cancel a withdrawal on this site because after 12 days they still had not issued the payment
Automatic translation:
Public
Public
2 months ago
Thank you for keeping me updated. As I mentioned in my initial response, we recommend waiting up to 14 days for your payment to be processed and paid out. Please wait until August 20, and if you haven't received your winnings by then, let us know so we can continue with the investigation.
Public
Public
2 months ago
Dear vittoriaroglieri,
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.
Public
Public
2 months ago
Dear vittoriaroglieri,
I'm glad to hear that you received your winnings. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, vittoriaroglieri, 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,
Veronika
Casino.Guru
