Rabona Casino

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DerSchelm

Visitor

Public

1 year ago

OriginalTranslation

When you try to pay out, the payout window opens and closes again after a few seconds of loading.

This happens on all devices and browsers. (pc, laptop, mobile phone, tablet)

The problem has existed since July 19th. The live support referred me to the finance department, they send answers that are not helpful, eg that they "have problems" at the moment.

I was also asked several times to clear the cache or switch browsers. That didn't help either.

It's been several weeks since my last lengthy conversation with support. The support agent promised that the finance department would solve the problem and get back to me. This didn't happen. I also did not receive a chat log of my conversation with support.

I've won a large sum and I suspect they're trying to frustrate me so I can gamble the money away.

It would solve the problem if the casino would transfer my remaining balance to my bank account as I am unable to create the withdrawal request myself. (In the past I have also successfully paid out by bank transfer)

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Nick

Complaint Specialist

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1 year ago

Hello DerSchelm,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did the casino offer any alternate way to withdraw your balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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Nick

Complaint Specialist

Public

1 year ago

Dear DerSchelm,

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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DerSchelm

Visitor

Public

1 year ago

OriginalTranslation

Hi!

My account is not fully verified.

"At the moment your account does not require verification"

I already uploaded the documents for verification at the end of May so that I can be verified directly as soon as this is requested. So at the moment the documents have been on "Pending Approval" for several months.

Although I received a bonus in the past, it was cleared by fulfilling the conditions (this is also what it says in my transaction history.)

So I won a jackpot with real money. My balance is also shown as "Real Money Balance". Before the problem occurred a few weeks ago, I was already able to withdraw €2000 in transactions of 500.

My last official contact with support was on August 8th, according to my email inbox. I explained my problem in detail in the previous email. Support said I should try a different withdrawal method. Since I don't have a Mastercard, I created a "Jeton" account. When I tried to withdraw via Jeton I had the same problem. The withdrawal window closed by itself, like Bank Transfer.

I wrote that to support.

The support wrote that I first have to deposit by chip before I can pay out. Then, alternatively, he advised me to simply withdraw via "Bank Transfer", which doesn't make sense since I've explained for a long time that that doesn't work. So I no longer deposited with Jeton.

I also need to pay out via bank transfer as I don't have any crypto wallets and paying out via Jeton to a bank account would probably cost high fees. Also, the withdrawal window does not open for any of the withdrawal methods offered, proving that the method is not the problem.

However, about a week later I wrote to Live Support again. They asked me to send screenshots of my browser and a private tab showing that the payout window would not open. I did this. The support agent promised that someone would find a solution to my problem and then email me. No log was emailed to me from this live chat. After about a week later I didn't receive the promised email with the solution to my problem, I decided to file a complaint.

Hallo!

Mein Konto ist nicht vollständig verifiziert.

"Im Moment erfordert Ihr Konto keine Verifizierung"

Ich habe die Dokumente zur Verifikation bereits Ende Mai hochgeladen, damit ich direkt Verifiziert sein kann, sobald das verlangt wird. Im Moment stehen die Dokumente also seit mehreren Monaten auf "Genehmigung ausstehend".

Ich habe zwar in der Vergangenheit einen Bonus erhalten, allerdings wurde dieser durch Erfüllung der Bedingungen freigespielt (So steht es auch in meinem Transaktionsverlauf.)

Einen Jackpot Gewinn habe ich dann also mit Echtgeld erspielt. Mein Guthaben wird auch als "Echtgeld-Guthaben" angezeigt. Bevor vor einigen Wochen das Problem auftrat, konnte ich auch bereits 2000€ in 500er Transaktionen abheben.

Mein letzter offizieller Kontakt mit dem Support war laut meinem E-Mail Postfach am 8. August. Ich hatte in der vorherigen Mail mein Problem genau erklärt. Der Support sagte dass ich eine andere Auszahlungsmethode probieren solle. Da ich keine Mastercard besitze, habe ich mir einen "Jeton" Account erstellt. Als ich versucht habe über Jeton auszuzahlen hatte ich dasselbe Problem. Das Auszahlungsfenster hat sich von selbst geschlossen, wie bei Bank Transfer.

Das schrieb ich dem Support.

Der Support schrieb, dass ich erstmal per Jeton einzahlen muss, bevor ich darüber auszahlen kann. Dann riet er mir alternativ einfach über "Bank Transfer" auszuzahlen, was keinen Sinn ergibt, da ich lange erklärt habe dass das nicht funktioniert. Ich habe also nicht mehr mit Jeton eingezahlt.

Ich muss außerdem per Bank Transfer auszahlen, da ich keine Crypto Wallets besitze und das Auszahlen über Jeton auf ein Bankkonto vermutlich hohe Gebühren kosten würde. Außerdem öffnet sich das Auszahlungsfenster bei keiner der angebotenen Auszahlungsmethoden, was beweist, dass die Methode nicht das Problem ist.

Allerdings habe ich ca eine Woche später nochmal mit dem Live Support geschrieben. Dieser bat mich, Screenshots von meinem Browser und einem Privaten Tab zu senden, die belegen, dass sich das Auszahlungsfenster nicht öffnen lässt. Das habe ich getan. Der Supportmitarbeiter hat versprochen, dass jemand eine Lösung für mein Problem findet und mir dann eine E-Mail schickt. Von diesem Live-Chat wurde mir kein Protokoll via E-Mail geschickt. Nachdem ich ca eine Woche später nicht die versprochene E-Mail mit der Lösung für mein Problem erhalten habe, habe ich beschlossen, eine Beschwerde einzureichen.

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Nick

Complaint Specialist

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1 year ago

Hello DerSchelm,

It is quite common that a payment method is not working. In such cases the casino should offer alternate ways to withdraw - some of the of course requires a minimum deposit in order to verify the payment method. Can you please advise if they did try to fix the bank transfer of if you did try a different method since your last post?

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DerSchelm

Visitor

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1 year ago

OriginalTranslation

The bank transfer still does not work.

I have created an account with Jeton and am waiting for verification to test another deposit method. I'll report when I've paid with it. But I don't think any withdrawal method will work. When I select Jeton as the withdrawal method, even the window where I have to enter my withdrawal details does not open. No payout option can be opened at all. The popup doesn't load at all and then closes again.

Automatic translation:

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Nick

Complaint Specialist

Public

1 year ago

Hello DerSchelm,

Please try to verify your Jeton and request a withdrawal by it or maybe even a different browser (it can cause the issue too) and let us know the outcome. If it still won't work, we will definitely try to intervene.

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Nick

Complaint Specialist

Public

1 year ago

Dear DerSchelm,

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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