Rabona Casino - Player's withdrawals are delayed.

Hello Casino Guru, I have a balance of R$20,153 on the Rabona Casino site and three withdrawal requests, each for R$1850 (the maximum allowed). They state a timeframe of 1 to 3 business days for payment, but they do not comply. I made the first withdrawal request on 08/15, and I have yet to receive anything. I checked all my documents, and everything is in order. When I contact the chat, they always give the same explanations, saying that due to the high number of withdrawal requests, they are experiencing delays and that they will prioritize my case, but I still haven't received my money. I'm worried not only about these requested withdrawals but also about the remaining balance, the delay in receiving everything, and whether they will actually pay.

Dear mellore,

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,

Tomas

The first withdrawal requests were paid and I already requested another three for R$1850 4 days ago. Is the case left open until everything is paid?

Thanks for the update.

Please let me know whether your other withdrawals are proceeding on time. If you feel you won't need our assistance we can close the complaint even before your entire amount is paid out.

In the future, if there are any setbacks regarding the withdrawals you can request the complaint to be reopened.

I'll await your reply.

Thanks for the feedback, I still need your assistance. Since you paid the first three requests, because I felt confident and because of the delay, I continued playing and reached a balance of R$21633 (I'm going to stop and wait for the payments). However, I requested another three withdrawals of the same amount 11 days ago and you still haven't paid. Here are the same answers from the live chat. If they don't pay after 14 days, I'll update here.

Update: they've been paid and I'm requesting the next ones.

Thank you very much, mellore, for providing the necessary information. 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.  

Hello mellore,

We would like to update you that due to Mirka, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Mirka has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Mirka will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear mellore,

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 this case?

Thank you in advance,

Mirka

Dear Customer,

Thank you for contacting us.

We are really sorry for what you encounter when trying to withdraw.

We would like to kindly inform you that we endeavour to complete the upcoming withdrawals as soon as possible.

Yours sincerely,

Rabona Team

Hello Casino Guru! The Brazilian government announced in the last few days that unregulated bookmakers and casinos will go out of business in October, so they also told people to withdraw their funds from sites that haven't applied for a license. I don't think Rabona Casino has applied and now I'm afraid of losing my money because of it. I contact them by chat and they don't help at all, by email they take a long time, and possibly tomorrow I won't have access to the site anymore. I have R$5550 in pending withdrawals and approximately R$16650 in the balance, totaling R$22200. I'm just asking them to respect the deadline of 1 to 3 working days that is promised, so that I can withdraw my money.

From what I've seen, the government has said that the withdrawals must be paid by October 10th. I've asked you to increase the withdrawal amount so that I can withdraw everything, I need you more than ever.

In short, if Rabona Casino has not applied for a license, I will only have until October 10 to withdraw my money. That's why I urgently need your help.

Update: they paid out one withdrawal and canceled the other two, claiming that I didn't bet the free bet winnings at least 3 times at odds of 1.5. Why are they talking about this now? I still ask how much I have to bet to be able to withdraw and they say "the amount of the winnings", when I won money with free bets at the beginning and since then I've placed several bets with real money, MUCH more than 3 times, with odds greater than 1.5 and even, despite the delay, I've had no problems withdrawing. It seems that just because I asked them to speed up the payments until the 10th due to the possible banning of the site in Brazil, they've started playing games so that I don't have time to pay. It makes so much sense that they paid one withdrawal and canceled the other two. Ps: I know you analyze casinos, but most of that money I bet in the casino, on blackjack. That money from the free bets was there at the beginning, months ago, it doesn't make sense. It's a ridiculous excuse. I want my money back! I ask you to stay with me until the 10th, please.

It seems there was a misunderstanding and they are sending it to you manually.

Dear mellore,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawal as soon as possible.

Thank you in advance.

Have a lovely day.

Kind Regards,

Rabona Team

Dear mellore,

I understand that this situation is unpleasant for you. However, the casino is only obligated to pay out the maximum withdrawal limits as stated in the terms and conditions. What could be problematic, is delay of the payments over the usual time. Could you please clarify, how many withdrawals you have received since filing of the complaint?

Thank you.

I received the first and second requests, each with three withdrawals of R$1850, and I reported everything here. On the third, only one, what I said happened, but I've already contacted the casino and it's being sorted out. My withdrawals and balance are within the casino's limits, so that's not a problem.

As the withdrawals took a long time, I ended up playing, but now I'm going to stop playing altogether and wait.

Again my withdrawals have been canceled, they don't want to pay my money.

Dear mellore,

Thank you for contacting us.

We are really sorry for what you encounter when trying to withdraw.

We would like to kindly inform you that we endeavour to complete the withdrawal manually as soon as possible.

Kind Regards,

Rabona Team

Dear mellore,

We would like to inform you that we are looking into your request.

We would kindly request you to provide us your crypto address, requested via mail, in order to proceed manually with the withdrawal.

Thank you for your cooperation.

Kind Regards,

Rabona Team

I asked by email which network I should use, if you reply I can send it to you.

Which network should I use?

Dear mellore,

Thank you for contacting us.

We would kindly request you to use the network BTC.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Rabona Team

Okay, I sent it.

Hi, I've already emailed you my cryptocurrency address as requested. Looking forward to it!

They've just replied to the email in which I sent my cryptocurrency address, telling me to request a withdrawal via Skrill again. Are you kidding me? I already requested it via pix and after several days it was canceled. And then via Skrill it was the same thing. I've been trying to withdraw my money for several days now and they just keep playing games. In addition to these canceled withdrawals, manual withdrawals via pix, Skrill, and bitcoin have already been SENT here, as everyone is seeing, and a few days later they come back saying something else. They're just playing games, they don't want to pay my money.

They said that the manual withdrawal was denied because I have access to the site's cryptocurrency withdrawal, but as I had speculated several days ago, I no longer do. Several attendants assured me that the site would continue to operate normally in Brazil and if it didn't, they reassured me that I would still have access to the email (here are the screenshots). I requested it several days ago, before my withdrawals were never canceled, then after that they started being canceled and now they're doing this? First, my withdrawals via pix were canceled, they claimed a reason that they saw was a mistake. Then they said my bank wasn't accepting the payments, I spoke to my bank and that never happened. Then they asked me to use another payment method, I used Skrill and again they were canceled. Once again they told me to be calm, that they would make a manual withdrawal, I have a printout of all the times they said it was forwarded, including here via cryptocurrencies. I spent several days trying to withdraw it, in several different ways, waiting, only to be turned back each time and now lose access to the site and you say that. It's frustrating, it's not right. I just want you to do what you promised and pay me my money.

I don't know what happened, but I managed to access the site. I requested it via bitcoin, I hope they stop canceling my withdrawals.

Dear mellore,

Thank you for contacting us.

We are pleased to inform you that, from our database your withdrawal is in the queue at the Finance Department.

Please note that the processing of withdrawal requests generally takes at least 3 working days, counting from the day after the request was made.

Please also note that this time frame excludes Saturdays, Sundays and public holidays.

Thank you for your cooparation.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Rabona Team

Dear mellore,

I am glad it seems your withdrawal will be handled shortly.

Please notify me, when you receive the payment to your account.

Thank you for your cooperation.

Dear mellore,

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.

Hello Casino guru! They are paying little by little, they paid a part and I'll let you know when the rest is paid.

Couldn't they pay the three 1850 withdrawals at once? They were paying one a day and now they've stopped, it's not even halfway through yet and that only induces you to play more.

Dear mellore,

Could you please confirm, if you have received any following withdrawals since your last message?

Thank you.

Yes, I did, and a good part of my balance has been paid off. I have the last requests pending and a bit more in the cashier.

Good morning, Casino Guru. Everything has been paid! Despite the delay, I'd like to thank Rabona Casino for mobilizing at the end of the day, what remains is that what was agreed has been fulfilled and, finally, I'd also like to thank you at Casino Guru for your support. Cheers.

Dear mellore,

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, 

Mirka

Casino.Guru