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

I have already waited as long as possible, all the deadlines requested and estimated by RABONA. I'm tired of waiting. My only choice was to resort to an external complaint here.

My account is 100% verified (photo document front and back + photo of my face + utility bill address + photo selfie holding my document in hands with page Rabona being displayed in back + full history transactions of my bank account in last 2 months). All sent, all accepted and verified.

I have requested withdrawal. I sent 3 mail messages during this last 7 days, they never replied 1 of this, never, nothing. The chat support service too does not solve anything, only say custom replies, copied and pasted as robots, saying for to wait, wait, wait, with this the days are passing

I'm starting to have doubts if this is an honest site or a scam, if they really have the money to pay anyone who makes even a small profit like me, if it's a site that just wants to receive money and deposits, a site that doesn't pay anyone

Dear wansan,

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

This is, WITH ABSOLUTE CERTAINTY, the worst website that can exist. They just try to buy time, make customers cancel withdrawals, play until they lose, so they never have to make a withdrawal payment.

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This is total nonsense! I deposited there on April 19th, my first withdrawal was on the 20th. Today is the 30th and nothing happened, I wasn't paid, I didn't receive a response to any of the several email messages I sent in those days. And the initial deadline was 3 days to receive! There are already 10!

.

They ask for information to verify the account far beyond what is necessary, it takes them 3 days to order a new thing (or the same thing they already ordered), they don't work Saturday and Sunday, in other words, a typical attitude for time to pass and the customer to give up , lose the money, not withdraw anything

.

First they asked for a photo and the front of the document, and a photo of their face taken live with their cell phone. I sent it, it was accepted

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Then they asked for proof of address. I sent. It was accepted

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Then they asked for a selfie with the document in hand and the Rabona website open in the background of the photo. I sent. It was accepted

.

Then they asked for the transaction history of my bank account (which I used to deposit into my Rabona account), they asked for the last 30 days (from March 19th to April 19th, which was the day of my deposit). I sent EVERYTHING from my bank account, from March and April, everything, every pdf generated by my bank's app for these 2 months, including showing ALL TRANSACTIONS without omitting anything, my balance, my statement, I went to an ATM and also withdrew the printed paper of my statement to send them a photo of everything from March and April. I sent. It was accepted

.

They then asked for information about what was a deposit into my bank account immediately prior to the deposit at Rabona, of the same amount. I explained that it was a cash deposit that I made personally and directly into my bank account (I took a photo of the paper of this receipt, as well as several other proofs of deposits that I personally made into my bank account). I sent it, it was accepted

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In other words, they ask for things from times when the customer wasn't even a customer of the site. They keep looking for something to have a reason not to pay the user or to waste time, save time, make the customer give up and cancel withdrawals, play and lose. This is absurd! Forcing the player to show transactions from months ago when the person didn't even play on the website, and showing transactions that he made until after the deposit he made on the website, this doesn't make any sense, it just shows that they want to make time pass

.

If the problem is with a payment provider and you are unable to make payment by international bank transfer, be honest and tell me, and I can send you the address of my Bitcoin wallet, if it is easier for you (I saw in other complaints here that you this way they solved other players' problems)

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In the chat they don't respond at all, sometimes they close the chat without typing a single word. Emails do not respond. When they respond in the chat, they are ready, standardized responses, like robots, apologizing for the delay and saying "everything is ok with your account and your payment, tomorrow you will receive it, wait", the next day the same thing, "wait," " wait", "wait", "tomorrow", "tomorrow", "tomorrow". And nothing happens!

.

3 days ago one of the people in the chat apologized, saying that they were wrong, for the delay, that they were experiencing difficulties, confessing the error, asking me to wait because I would definitely receive it on Monday (which was yesterday) My payment was already in the final phase. That they recognized their mistake, that I was right, that they understood my frustration and sadness, that nothing they said would make their mistake not happen, they asked me for confidence. I accept, I hope. It arrives on Monday and I don't receive it. It was just lies, to buy time, to make time pass

.

They need to understand that players also have their responsibilities and obligations to fulfill. If they create an online gaming company, they must know that players will lose but also some will win and need to be paid

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Worse than the feeling of depositing, playing and losing, is depositing, playing and not receiving what you won. This is a total lack of respect for the customer and fair play! It's dishonesty, it's theft!

.

I am willing to give my Rabona account password and bank account password temporarily to any Casino Guru admin, and provide any of the files and photos I have uploaded to Rabona, in order to show that everything is correct and only the Rabona is not fulfilling its role as an honest gambling company!

.

I want them to pay my full account balance. In my bank account or, if they prefer, in my Bitcoin wallet. I'm tired of waiting, I can't wait any longer. I want my money!

.

Waiting 15 days and nothing happens, no response whatsoever via email, chat, no payment, nothing, nothing, nothing

As I already explained here, the site carried out several standard checks on my account, everything was 

immediately sent, accepted, verified, as shown in the screenshot attached here

Front and back of the document

Photo of my face

Proof of residence

Selfie holding the document next to the face and the Rabona website open in the background of the photo

My entire bank account history, including previous periods when I was not even a Rabona customer yet, as well 

as periods after depositing into my Rabona account

I was asked for an additional explanation about an amount that entered my account immediately before depositing 

it in Rabona, the same amount, I explained that it was a cash deposit directly and personally made by me and for 

me, I sent proof of this physical deposit, the photo of this deposit slip as well as several other photos of other 

cash deposits I made into my bank account

Rabona doesn't pay. Does not respond to emails. The chat often does not type any words, the chat is closed. When 

they don't close without typing, they respond to standard, automated messages, the same things

Support, every day for the last 15 days, only knows how to apologize for the inconvenience caused, say that they 

understand the inconvenience caused, promise that the next day it will be paid, that my case is a priority, that 

everything is ok with my account and with my payment, so that I don't worry, that I give a vote of confidence to 

the site, they apologize for the delay, confess that they are wrong for the delay, and many other lies to make 

time pass and nothing happens. Absurd!

I just want my money that I played and earned by playing honestly. I have already done everything necessary, sent 

everything and much more beyond what they need!

I am writing here to Rabona support and Casino Guru support to say that I want to temporarily give my bank account 

password to any Rabona financial administrator, or any Casino Guru complaints administrator, so that they can see 

everything directly and personally. in my account, all my transactions, all my personal data, my address house, 

money in, money out transactions, everything you need!

This is because I no longer know what to do, I no longer know what to think, I no longer know what to send, as 

everything indicates that Rabona just wants to make time pass, for the user to cancel withdrawals, throw the money, 

lose. There is no other explanation

Unless the site is having issues with third-party payment providers to send money via international bank transfer. 

In this case, if it is easier to resolve, let me know and I can send you my Bitcoin wallet address. I want to receive 

my 3 pending withdrawals and all my remaining current balance in the account! I need the money, it's been 15 days 

without any return or response, in the dark, without knowing what, who, when, how, where, why all this is happening

I even sent a photo of the front and back of my physical bank account card. My bank is Caixa Econômica Federal, the 

largest bank in my country, it is not a virtual bank, it is a government bank! I have already done everything Rabona 

needs, I have already sent everything and much more than enough and necessary

Just pay me my balance that I earned honestly!

Something that initially has a deadline of 3 working days to be paid, we are now in 15 days and nothing, no return, 

no response, leaves the customer in the dark. Now, we are on another Friday, they say they don't work Saturday or 

Sunday, and with that I will enter a new week without my money? Disrespect!

Casino Guru please help me. Rabona needs to understand that players also have their personal responsibilities and 

obligations. They need to understand that on a gambling site, thousands of players will lose money, but some may 

win and need to be paid! If this doesn't happen, it's because the site is a scam and needs to be blacklisted 

immediately

Some aditional informations that I forgot to mention in the previous message: in my country, most utility services 

such as water, telephone, electricity, internet, are sent to homes via physical paper on a monthly basis, there 

are few utility services that use online media. line so that you have pdf. This is why Brazilians send PHOTOS of 

proof of address for public services and not pdf files. As the Rabona website requests PDF, the user needs to use 

a program that converts jpg to pdf (programs such as adobe reader, photoshop, pdf converter and some sites that 

convert file formats online but inserting a watermark). This shouldn't be a problem, as the quality remains the 

same as the photo. The same thing happens with the customer scanning that bill on a scanner and saving it as a 

pdf or jpg

In any case, if Rabona does not wish to accept photos of the public services address proof paper and has any doubts 

about where my house is, I am available to send me any correspondence, a simple letter with a code or something 

similar, to my account registered address (as long as it arrives quickly - I pay any cost for this to be quick, 

you can debit any fee from my Rabona balance or I pay when the letter is received at my home, no problem). I can 

receive this letter at my home, take a photo holding it next to my face, holding the document next to it and any 

other proof of this!

I can do the same thing with Casino Guru, I give permission here and now for Rabona to send my account address, 

from my home, for Casino Guru to send me a letter, I will receive it and take a photo holding it!

This is much more than necessary and enough to prove where I live and that my home address registered on the 

account is correct

Another thing: if the Rabona or Casino Guru website does not want to access my bank account with my password or 

cannot do so, I request that Casino Guru provide me with a bank account and give me a random amount, and I will 

record a video from my cell phone with the bank app, while I log in with my password, access the account, go to the 

transfer section and carry out the operation to the account you inform me and with the exact amount chosen by you, 

and during this I can film my face to prove that it's me doing it!

It seems absurd to have to propose doing all this, going through these humiliations, to be able to receive money 

that you honestly earned. But, I repeat: I don't know what to do or think about Rabona anymore! They know that I am 

an honest customer, they received my files, accepted them, checked everything, but they keep requesting the same 

things they already have again, only for time to pass, days to pass, weeks, months, years to pass, deceiving the 

customer until for him to cancel the withdrawal, bet the amount and lose

I need Rabona and Casino Guru to tell me what I need to do in order for them to pay my money. I've already offered 

all of the options above, more than necessary and enough, even though I know they don't need to know anything more, 

as they had already fully verified my account last week!

Dear wansan,

Have you received your withdrawal from the casino yet?

Hi, Kristina, thanks for your message!

I am waiting 15 days and nothing happens, no response whatsoever via email, chat, no payment, nothing, nothing, nothing

As I already explained here, the site carried out several standard checks on my account, everything was 

immediately sent, accepted, verified, as shown in the screenshot attached here

Front and back of the document

Photo of my face

Proof of residence

Selfie holding the document next to the face and the Rabona website open in the background of the photo

My entire bank account history, including previous periods when I was not even a Rabona customer yet, as well 

as periods after depositing into my Rabona account

I was asked for an additional explanation about an amount that entered my account immediately before depositing it in Rabona, the same amount, I explained that it was a cash deposit directly and personally made by me and for me, I sent proof of this physical deposit, the photo of this deposit slip as well as several other photos of other cash deposits I made into my bank account

Rabona doesn't pay. Does not respond to emails. The chat often does not type any words, the chat is closed. When they don't close without typing, they respond to standard, automated messages, the same things

Support, every day for the last 15 days, only knows how to apologize for the inconvenience caused, say that they 

understand the inconvenience caused, promise that the next day it will be paid, that my case is a priority, that 

everything is ok with my account and with my payment, so that I don't worry, that I give a vote of confidence to 

the site, they apologize for the delay, confess that they are wrong for the delay, and many other lies to make 

time pass and nothing happens. Absurd!

I just want my money that I played and earned by playing honestly. I have already done everything necessary, sent everything and much more beyond what they need!

I am writing here to Rabona support and Casino Guru support to say that I want to temporarily give my bank account password to any Rabona financial administrator, or any Casino Guru complaints administrator, so that they can see everything directly and personally. in my account, all my transactions, all my personal data, my address house, money in, money out transactions, everything you need!

This is because I no longer know what to do, I no longer know what to think, I no longer know what to send, as 

everything indicates that Rabona just wants to make time pass, for the user to cancel withdrawals, throw the money, lose. There is no other explanation

Unless the site is having issues with third-party payment providers to send money via international bank transfer. In this case, if it is easier to resolve, let me know and I can send you my Bitcoin wallet address. I want to receive my 3 pending withdrawals and all my remaining current balance in the account! I need the money, it's been 15 days without any return or response, in the dark, without knowing what, who, when, how, where, why all this is happening

I even sent a photo of the front and back of my physical bank account card. My bank is Caixa Econômica Federal, the largest bank in my country, it is not a virtual bank, it is a government bank! I have already done everything Rabona needs, I have already sent everything and much more than enough and necessary

Just pay me my balance that I earned honestly!

Something that initially has a deadline of 3 working days to be paid, we are now in 15 days and nothing, no return, no response, leaves the customer in the dark. Now, we are on another Friday, they say they don't work Saturday or Sunday, and with that I will enter a new week without my money? Disrespect!

Casino Guru please help me. Rabona needs to understand that players also have their personal responsibilities and obligations. They need to understand that on a gambling site, thousands of players will lose money, but some may win and need to be paid! If this doesn't happen, it's because the site is a scam and needs to be blacklisted immediately