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.
Rabona Casino - Withdrawal of player's winnings has been delayed.
Amount: €6,000
Rabona Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
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:
Public
Public
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
