The player from Germany experienced increasing delays with their withdrawals from the casino. After communicating his concerns and confirming that he had previously received successful withdrawals, passed KYC verification, and did not use a bonus, the situation improved. The player reported that payments were running regularly again, leading to the case being marked as 'resolved' by the Complaints Team.
Rabona Casino - Player’s withdrawals are delayed.
Amount: €1,500
Rabona Casino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
The withdrawals are being increasingly delayed.
Automatic translation:
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3 months ago
Dear ulrichwurm97,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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3 months ago
Translation
To date, no payment has been made. The chat continues to put people off.
I therefore ask for further help.
Best regards
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3 months ago
Thank you for your reply, ulrichwurm97. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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3 months ago
Translation
Yes, I have already received successful withdrawals, the KYC verification was passed and no bonus was used.
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3 months ago
Translation
The first payouts were processed within 3-5 working days. But now there are only delays. No response to emails, I only get pre-programmed answers in live chat. You should continue to be patient, there are too many payout requests, the finance department has been informed and will do their best.
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2 months ago
When did you receive the last successful withdrawal, please? Did you use the same withdrawal method in the past?
Additionally, 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.
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2 months ago
Dear ulrichwurm97,
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
Translation
The payments are currently running regularly again. Therefore, the case can be closed for now. If there are any further delays, I will contact you again. Thank you for your efforts and wish you a good time
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2 months ago
Dear ulrichwurm97,
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,
Kristina
Casino.Guru
