The player struggles to withdraw his balance due a technical error. The complaint was closed as the player stopped responding.
Rabona Casino - The player struggles to withdraw his balance.
Amount: €1,700
Rabona Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
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)
Automatic translation:
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2 years 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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2 years 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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2 years ago
Translation
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.
Automatic translation:
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2 years 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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2 years ago
Translation
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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2 years 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.
