The player from Germany faced a verification issue with Rabona, which hindered his ability to withdraw funds. After depositing €98 and successfully withdrawing part of his winnings, he encountered error code 6321 on his next withdrawal attempt and was repeatedly asked to provide various documents, which were not being accepted. Despite having verified wallets, he was unable to resolve the situation and sought assistance to access his money. The Complaints Team successfully intervened, leading to the completion of his account verification and confirming the withdrawal, thus resolving the player's issue.
Rabona Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €1,300
Rabona Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Good day, I am currently facing a verification problem with Rabona, which is preventing me from withdrawing my money. Documents are repeatedly not accepted. After depositing €98 through Jeton, I successfully withdrew part of my winnings to Funid (€500 withdrawn in total, and €350 redeposited). The next day, I attempted another withdrawal and encountered the error code 6321: 'The withdrawal action is restricted by the group.' The following day, upon logging in, verification was required. I was asked to upload my ID card, a photo of me in front of the computer holding my ID card alongside the Rabona website, screenshots of my Jeton wallet showing all transactions since August 1st, and proof of address. All documents were verified except for the Jeton wallet. I was asked to provide proof of how I funded my Jeton wallet (I sent a bank statement showing the purchase of Jeton cards and a receipt for a cashtocode top-up). After doing so, I was then asked to extract a transaction list in PDF format from the Jeton app covering the period from August 1st, 2024 to September 1st, 2024. Unfortunately, this feature does not work on Jeton, and their chat support confirmed that such a PDF can only be generated for the Jeton Card. Despite this, I uploaded the PDF for the Jeton Card and screenshots with transaction details for the relevant period. However, the documents are rejected daily, and I am asked to re-upload them, as shown in the screenshot. I am truly desperate and kindly ask for your assistance so that I can receive my money. Both my Jeton wallet and Funid wallet are verified. The chat support is unhelpful, and emails are not being answered.
Automatic translation:
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3 months ago
Dear Momoq7,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Do I understand correctly that you attempted to follow the casino's suggestion to obtain your statement from the Jeton Wallet via the app, but were unable to do so? Additionally, are the transactions for your Jeton Wallet and Jeton card listed separately?
Could you also clarify whether the Jeton Card statement you provided was rejected or approved during the verification process? If it was rejected, did the casino provide any explanation for why it was not accepted?
When was the last time you tried reaching the casino customer support via email and what was your communication about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
Hello Veronika, thank you very much for the answer. The casino wants a Jeton Wallet transaction overview as a PDF, which is not possible via Jeton. The only thing that is possible is to screenshot all transactions on the PC and upload them as a PDF, which I have already sent several times and which unfortunately is rejected or you don't receive any emails at all from the casino.
First, the casino wanted a verification of ID, address confirmation, a photo with ID in hand with the page open in the background of the casino screen and a transaction list with the deposit of €98 that was made with Jeton, after I uploaded all of this, everything was accepted and they also asked me to prove how I topped up my Jeton account, then I uploaded bank statements and receipts for the top-up and these were accepted, but then they wanted something new, namely an overview "Please provide a bank statement of your Jeton wallet for the period from 01.08 - 01.09.24. You can extract it through your Jeton Wallet app after you have selected your wallet / card, then -> "Statement" -> select the date range and extract it as a PDF"
which is only possible for the Jeton Card via Jeton, which I did not use to deposit, I uploaded this for the Jeton Card several times anyway + I screenshotted the transactions as instructed from August 1st to September 1st, 2024 and uploaded them as a PDF (44 images in total) and firstly the casino does not respond and secondly it is not verified every day but rejected. I hope you can help me
Unfortunately, the Jeton Card statement provided is not accepted; I have already uploaded it for the verification process.
I last contacted the casino by email on September 14th but received no response.
Edited
Automatic translation:
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3 months ago
Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding your verification at veronika.l@casino.guru. Include all the other evidence (screenshots, emails, chat transcripts) that could be relevant to the investigation as well. Thank you for your patience and cooperation.
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3 months ago
Dear Momoq7,
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.
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2 months ago
Thank you very much, Momoq7, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
Hello there,
Thank you Momoq7 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Rabona Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.
Thank you!
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2 months ago
Dear Momoq7,
We are pleased to inform you that your account verification has been completed.
We would also like to inform you that there is not any pending withdrawal in your account.
Thank you for your cooperation.
Kind Regards,
Rabona Team
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2 months ago
Thank you very much for the update Rabona Casino representative.
Dear Momoq7, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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2 months ago
Dear Momoq7,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
