Rabona Casino - The player is struggling to complete account verification.

i have been using Rabona for about a month now. I have won some money and would like to withdraw some of it, however after trying for 2 weeks it is getting frustrating. Everything theh have asked I have submitted and now they don’t respond, don’t verify my account. Casino guru please help me here this is devastating, I have kids I need to feed and rent to be paid.

your truly

i

Dear pay4hw,

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 did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Could you please forward the last feedback you received from the casino regarding the issue? My email is tomas@casino.guru

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,

Tomas

Hi,

I have sent you the email with all the details. Thank you for helping

Ilan

Thanks for your email, pay4hw.

The screenshot regarding your verification status seems to be from a different casino. Could you please forward the most recent feedback from Rabona casino? You can post the screenshot here, or alternatively, send it to my email tomas@casino.guru I'll await your reply.

Here it is

thank you

ilan

Thank you very much, pay4hw, 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.  

Hi pay4hw,

I've just reviewed your case and fully understand your concerns about the lengthy verification process. In order to help you with the issue, I will contact the casino, and we'll see what can be done when they reply.

I'd like to invite Rabona Casino to join this conversation and participate in resolving this complaint. Dear Rabona, can you please provide us with more information regarding the case? Have there been any problems with the documents the player sent to you for verification?

I'm looking forward to hearing from you.

Best regards,

Natalia

Dear all,

Thank you for reaching out.

We would like to inform you that the account of the customer has been verified earlier today. His pending withdrawal has also been processed from our side.

Should you have any other questions, feel free to contact us.

Best regards,

Rabona.com

Dear Rabona casino, thank you for the reply.

Dear pay4hw, can you please confirm that your account is now verified and the status of your withdrawal request changed to "processed"? Or if you have already received your winnings? I'm looking forward to hearing some positive news from you!

Regards,

Natalia

Hi Natalia

the account has been verified, however full funds haven’t been received yet. I will keep you updated in a few days. Thank you very much for your help so far!

ilan

Dear pay4hw, thank you very much for the confirmation. I'll set the timer for another week in hope that the case will be settled during this timeframe. Please, inform us as soon as you receive your winnings.

Best wishes,

Natalia

Dear all,

Please be informed that the latest payment has been processed from our side on 23.03.2023.

Best regards,

Rabona.com

Dear Rabona casino, thank you very much for letting us know.

Hi Natalia,

I have received all the funds. Thank you very much for all your hard work!!

Ilan

Dear pay4hw,

I'm glad to hear that you finally received the winnings and the 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,

Natalia