The player from Austria faced significant issues withdrawing funds from Rabona after fulfilling wagering requirements. Withdrawal requests totaling €1,500 were canceled multiple times without resolution, and after continuous inquiries, he experienced errors logging into his account. Frustrated by unhelpful support that seemed to be stalling, he sought assistance. The issue was resolved when the player received both remaining payments shortly after contacting the Complaints Team. The complaint was marked as 'resolved' in the system.
Rabona Casino - Player's withdrawals are delayed and account is unresponsive.
Amount: €1,500
Rabona Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.2
Rabona Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Dear Team,
Before consulting a lawyer, I thought I would contact you since I have read some testimonials where similar issues were successfully resolved by your team.
I registered with Rabona in mid/end August and deposited €100, receiving a first deposit bonus of €100. I lost the initial €100, and two additional deposits of €50 each were also lost. Following that, I received the bonus and managed to increase it to a sum of over €1,000. Despite significant difficulties from Rabona, I fulfilled the wagering requirements with daily multiple bets (total turnover definitely over €2,000) and received a real money balance of approximately €970. I then played this balance up to around €1,529.
In the meantime, I submitted a withdrawal request on 31.08 using the deposit method (Mastercard) and on 02.09 submitted another request via bank transfer (with an IBAN). My request from 31.08 was canceled by Rabona after 3 working days, supposedly due to issues with the payment provider, and I was told via chat to select another method.
The same happened with my request from 02.09; subsequently, I submitted two more requests on 03.09 and 04.09 (again with Mastercard), both of which were also canceled after 3 working days. My request from 02.09 was not processed, and when inquiring via chat, I was always told it would be processed the next day. Once, a staff member even told me it could be processed by the afternoon.
On 06.09 and 07.09, I submitted requests for withdrawals of €500 each. On Friday (06.09), I was informed that no one works on Saturday and Sunday and that my request from 02.09 would be processed on Monday (16.09). On Saturday, my request from 04.09 was canceled (even though supposedly no one works then), and today I started another chat with support to inquire about the status of my withdrawal request. I was then logged out of my account and unable to log back in for about 10 minutes, receiving error code 500 (Forbidden). I can currently log back in and will contact support again, but as I am constantly being stalled, I do not have high hopes of receiving my money without assistance. Verification isn't pending; I have checked this multiple times.
I must note that chats with Rabona constantly freeze and sometimes close arbitrarily, the responses from staff are unhelpful, and it seems like they are just trying to buy time.
Automatic translation:
Public
Public
2 months ago
Dear MrUnk0,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is it correct that you currently have 3 pending withdrawals in your account?
- Could you please confirm that you have passed the KYC verification?
- Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Public
Public
2 months ago
Translation
Thank you for your feedback!
1) There are currently 3 payouts of €500 each pending, all via IBAN and a total of €1,500
2) I have not completed KYC because I was not asked to do so and under the "Verification" section it says that no verification is required
3) I forwarded the chat histories by email
Kind regards
Automatic translation:
Public
Public
2 months ago
Translation
Dear Team,
Today I received the first payment of €500. Two further payments of the same amount are still pending, so I would ask that the topic be left open. I will of course get in touch as soon as the amounts are paid out here too.
lg
Automatic translation:
Public
Public
2 months ago
Translation
So far, no further payment has been made.
lg
Automatic translation:
Public
Public
2 months ago
Translation
Still no payment. For 3 working days I have been told that the finance department will process my request as quickly as possible. It just doesn't feel like they are taking me seriously when I am kept waiting for 2 weeks. When can you intervene?
Automatic translation:
Public
Public
2 months ago
Thank you very much, MrUnk0, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Public
Public
2 months ago
Translation
Dear Team,
I don't know if the people in charge are reading this, but I received both payments into my account 5-10 minutes ago. So the matter is settled for me. Thank you for your commitment!
Automatic translation:
Public
Public
2 months ago
Dear MrUnk0,
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,
Natalia
Casino.Guru
