Rabona Casino - Withdrawal of player's winnings has been delayed.

ganhei um bonus de deposito de 100% ate R$ 300,00 (ja é o terceiro bonus que recebo, mas sempre perdi as apostas) neste bônus eu obtive lucro cumpri o criterio do bonus e solicitei um saque de mil reais ocorre que me foi pedido diversos documentos eu ja enviei de imediato o prazo que foi dado é de 72 horas que ja passaram mas não obtive resposta no chat fala que tenho que aguardar o e-mail mas nunca chega e existem diversas reclações de que esta casa de apostas não paga. Por favor me ajudem

Dear augusto655,

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,
Complaints Resolution Center

minha conta foi encerrada pelo cassino Rabona recebi um email dizendo que minha conta não passou no processo de verificação por violar o termo 9 - Fraude, uso ilegal e inadequado.

mas o que exatamente tem de errado na minha conta? eu não fiz nada ilegal

e mandei todos os documentos solicitados

foi pedido:

extrato bancario dos ultimos 3 meses

foto do documento de identidade

comprovante de endereço

foto segurando o documento com o site aberto no fundo

eu enviei tudo e não fiz nada de errado e eles nem justificam se recusam a explicar ou justificar tal atitude

tem diversas reclamações contra este casino

por favor me ajudem perdi 1300,00 no que me parece ser um golpe

Thank you very much for your reply, augusto655. Before we contact the casino, could you 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.

Dear augusto655,

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.

Vou encaminhar no e-mail o e-mail que recebi da casa de apostas Rabona e se quiserem posso enviar os documentos que enviei a eles para verificar minha conta

I see that the casino informed you about breaching the General T&Cs. Do I understand correctly that the casino did not specify which exact point was breached?

Sim já perguntei duas vezes o que eu fiz de errado o que extamente violei e a resposta que recebo é padrão é a mesma que minha conta foi encerrada porque violei os termos mas não diz no que e eu não fiz nada de errado

Thank you very much, augusto655, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, augusto655,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rabona Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rabona Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Team,

Thank you for contacting us!

Please be informed that we have sent you an email with the detailed explanation and the evidence at branislav.b@casino.guru

Sincerely,

Rabona.com

Por que não é me enviado essas provas e a explicação detalhada ? Eu sou o maior interessado.

Thank you, Rabona Team, for your email and the provided data and details.

Dear augusto655,

What is the source of your income? Are you employed or self-employed?

I am asking especially for the source of funds used for deposits to the casino - the payment method(s) used for deposits.

Sou servidor público estadual

Tenho investimentos em renda fixa variável

Tenho imovel locado ou seja tenho mais de uma fonte de renda.

E utilizo mais de um banco para fazer movimentacoes financeiras.

A maioria dos depósitos se não todos foram feitos através de pix

Banco do Brasil e o banco ITi.

Não entendi porque essas informações são relevantes o que tem de errado nisso?

Dear augusto655,

The information is relevant because it is obligatory to use only a payment method in your name and only funds belonging to you for deposits to the casino.

Can you please confirm that the used payment method was funded by other personal bank accounts or payment methods? Were these deposits (or partially) made with funds originating in other physical persons?

Não foi financiado por ninguém. Usei meus recursos financeiros.

Quanto a método de pagamento eu não lembro de todos os depósitos q fiz ao site rabona mas acredito q a maioria ,se não todos, foram através de pix.

Até agora não me foi dito ou enviado prova de irregularidade da minha parte em que momento ou o que prova que cometi alguma irregularidade?

Sou eu tenho que provar isso não o cassino ?

Já disse tenho mais de uma conta bancária onde movimento meus recursos

E não recebi valor nenhum de ninguém para apostar no site.

Hello, augusto655,

Thank you for the clarification, and I am sorry for the delay.

In the meantime, I reviewed your bank statements that I received from the casino representative and saw that there are transactions that were made to your payment method by 3rd party/other persons. However, at the moment I am not sure if I completely understand the situation and would like to ask the casino where the problem is.

Dear Rabona Casino Team,

Thank you for your email and the provided data. But can you please explain what an (unfair) advantage did the player gain by playing in the casino in this way? Do also the senders of the payments in the player's bank statements casino accounts in Rabona Casino? What exactly is the accusation related to? Upon verification, and what is the most important thing, the player was able to prove that he deposited from a payment method belonging to him, and considering the amounts deposited to the casino, it does not look like money laundering.

Are there any other matches with another player or more players? Does the player's gameplay show any signs of deviation from normal gameplay or any (bonus) abuse?

Dear Customer,

After a thorough review of your account, we have decided to pay out the winnings.

Could you please inform if we can pay out the winnings to you on your PIX account?

Thank you for your patience!

Sincerely,

Rabona

Bom dia, obrigado casino guru e equipe rabona

Podem sim ser pago via pix

Dear Customer,

We would like to inform you that the winnings have been paid out successfully to your PIX account.

Thank you for your co-operation!

Sincerely,

Rabona

Greetings all,

Thank you both for your replies.

Dear augusto655,

Can you please confirm your withdrawal has been successfully credited to your Pix account?

Sim o saque foi creditado em minha conta.

Obrigado Rabona.

E MUITO obrigado ao Casino guru

Thank you, augusto655, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Rabona Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru