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

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

Amount: €6,000

Rabona Casino
Safety Index:Very high
Submitted: 05 Mar 2023 | Case closed : 29 Mar 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Hesse submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. We rejected the complaint because the player didn't respond to our messages and questions.

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1 year ago
Translation

I won 120,000 euros. With a stake of 500 euros.

On March 1st, 2023 I applied for a payment of 2000 euros. The same on March 2nd and 3rd, 2023. My monthly payment limit was 15,000 euros a month and 2,000 euros a day. On March 4th, 2023 it was not possible for me to request another payment! So far, none of the three pending payments have been processed! In the chat it just says wait for e-mail. In the meantime I've gambled away my remaining winnings and still nothing is happening. Since I've been a Rabona customer for years, I'm very disappointed. Processing time is normally 1 to 3 days. I didn't get a prompt to verify my account either.

Automatic translation:
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1 year ago

Dear NUDELFEE,

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

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1 year ago

Dear NUDELFEE,

Have you received your withdrawal from the casino yet?

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1 year ago

Dear NUDELFEE,

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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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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