Rabona Casino - Player's Withdrawal is Delayed Due to Uncompleted Verification Process.

I made a withdrawal in January and have been waiting for the payout ever since. Initially, I was told that they had numerous requests and I should be patient, among other things. After persisting, I was informed that they needed to verify my account before making the payment. They asked me to send a whole lot of documents, all of which I sent, yet my account is still not verified. Not only have I not received my payment yet, but the customer service has been giving me vague responses and not replying to my emails.

Dear 1bazat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

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?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I sent proof of identity, I sent proof of address, I sent certificate of ownership from my bank, I sent certificate of ownership of the card I used to deposit, I sent transaction history and they accepted everything and now I go to where it says verification and they ask me for transaction history PayPal, I never used PayPal to play in Rabona and I don't understand what this is about, yet I send them the history twice and they don't accept it or give any reason why. The last time I sent PayPal history was last weekend

This is my account right now

Thank you very much for your reply, 1bazat. Could you 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.

all relevant communication? What does it mean? I only have some chat transcripts, would this be true?

I sent you some conversations with them by email. Have you received it?

Thank you very much, 1bazat, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear 1bazat,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rabona Casino representative to join this conversation.

Dear Rabona Casino,

Could you please provide clarification regarding player's verification problems?

Thank you in advance,

Mirka

Dear Customer, 

Thank you for reaching out to us. 

We would like to inform that you have provided us with photos of your Paypal transactions and this cannot be accepted for verification.  

Therefore, we kindly request you to provide an original PDF document downloaded directly from the bank's website. We require transaction history of your Paypal account. 

- This should contain all transactions, both incoming and outgoing, including deposits made to our platform, for the period from 01.12.2023 till 15.01.2024 in order to prove your source of funds. 

Thank you for your cooperation! 

Best Regards, 

Customer Service 

I sent you the PayPal transaction history in PDF format by email last week and I still have not received any response. Another thing I don't understand is why it says on Rabona's page that JPG, PNG and PDF formats are accepted?

I sent the requested documents by chat, I uploaded the requested documents on the website, I sent the requested documents by email, I can send the requested documents to the Rabona representative if he can resolve the case. I feel that they hesitate and make fun of me and that they always tell me to send the documents if I have sent them I don't know how many times

Dear Customer, 

Thank you for sending the necessary documents. 

Your account has been successfully verified and the withdrawal will be paid out soon. 

We sincerely appreciate your patience! 

Best regards, 

Customer Service 

Dear 1bazat,

I am glad it seems like your withdrawal process is moving forward. Please notify me, when you receive your withdrawal.

Thank you.

I received the payment recently, thank you casino guru, you are professionals!!!! you do a tremendous job!!!!

Dear 1bazat,

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,

Mirka

Casino.Guru