Rabona Casino - Spelarens uttag har upprepade gånger avbrutits.

Good night,

I had approximately €1500 in this casino. I was able to withdraw the first €500 without any problems, but with the second withdrawal of €500, the problems started.

I made the withdrawal, and after 3-4 days they cancelled it. I've tried several times, and nothing works; they always reject it. I contacted them, and they told me that I was the one who cancelled the withdrawal, which is obviously a lie. It's the third or fourth time they've cancelled it, and they tell me that I have to cancel it myself. I've attached a screenshot of the email.

Buenas noches,

Tenia unos 1500€ aprox en este casino, los primeros 500€ los pude retirar sin problemas, con sel segundo retiro de 500€ ya empezaron los problemas.

Hago el retiro y a los 3-4 dias me cancelan el retiro, lo he intentado varias veces y nada, siempre me lo rechazan, me pongo en contacto con ellos y me dicen que soy yl el que ha cancelado el retiro, cosa que obviamente es mentira, es la tercera o cuarta vez que me lo cancelan y me dicen eso, que lo cancele yo. Adjunto foto del correo

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify how many days ago was your withdrawal requested?
• Was your account, including the payment method, successfully verified?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila

Good morning,

I am filing this complaint because the first withdrawal went through without problems within 3-4 days, but after that withdrawal I have tried to make several withdrawals without success. They themselves confirmed to me by email that these withdrawals have been canceled. They say that I canceled them when that is a lie; I obviously did not cancel any withdrawal. This is the third or fourth time they have done this to me, which is why I filed the complaint.

The first withdrawal was on March 20th for €500, which went through successfully. The next day, March 21st, I made another withdrawal of €500, and 3-4 days later I received an email from the casino saying that the withdrawal had been canceled by me, which was a lie. On March 25th, I made another withdrawal, and the same thing happened; 3-4 days later, I received an email from the casino saying that the withdrawal had been canceled by me, which obviously I didn't cancel anything. On March 30th, another withdrawal, exactly the same as the previous two days, and finally, on April 5th, the last withdrawal, and more of the same. I've made four withdrawals now, and all four have been canceled, according to them because I canceled them, which is obviously a lie.

The account isn't verified because it doesn't require verification. I go to account details > verification and I get the following message: "It looks like your account doesn't require verification. Enjoy our games!"

Buenos días,

Presento la reclamación ya que el primer retiro me llego sin problemas a los 3-4 días, pero después de ese retiro he intentado realizar varios retiros sin éxito los cuales ellos mismos me confirmaron por correo que estos retiros han sido cancelados, dicen que han sido cancelados por mi cuando eso es mentira, yo obviamente no he cancelado ningún retiro, es la tercera/cuarta vez que me lo hacen ya, por eso puse la queja.

-El primer retiro fue el 20/03 de 500€ el cual me llego con éxito. El dia siguiente el 21/03 hice otro retiro de 500€ el cual a los 3-4 dias de ello me llego un mail del casino diciendo que el retiro había sido cancelado por mi, lo cual era mentira. El 25/03 hice otro retiro y mismo proceso, a los 3-4 dias mail del casino diciéndome que el retiro habia sido cancelado por mi, obviamente yo no cancele nada. El dia 30/03 otro retiro, exactamente lo mismo que los dos dias anteriores y por ultimo el 05/04 el ultimo retiro y mas de lo mismo. 4 retiros llevo ya y los 4 cancelados, segun ellos porque yo los cancele, obviamente es mentira.

-La cuenta no esta verificada pero porque no requiere verificación. Entro en detalles de la cuenta-verificación y me sale el siguiente mensaje: "Parece que tu cuenta no requiere verificación. ¡Disfruta de nuestros juegos!

Thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you for your patience and cooperation

Best regards,

Attila

Dear Alvaro1369,

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.

Good morning,

-No, it wasn't the same. The first withdrawal I made was by bank transfer to my Wise account, which arrived in 3-4 days. The problem was that when I tried to make another withdrawal with the same method, it told me that it wasn't allowed to withdraw to that country of origin (when there were no problems with the first withdrawal), so I changed the withdrawal method and tried to withdraw to my Wise card.

-Right now I don't have any pending withdrawals because all my recent withdrawals have been cancelled and I decided to contact you before wasting any more time.

I've attached screenshots of my withdrawal history. As I mentioned, the first withdrawal via bank transfer to my Wise account was completed. All subsequent withdrawals to my Visa card from the same bank, Wise, were canceled. I haven't made any further withdrawals via bank transfer because the casino won't allow it, stating that withdrawals to that country are not permitted. This doesn't make sense, as the first withdrawal went smoothly.

Buenos dias,

-No, no fue el mismo. El primer retiro lo realice por transferencia bancaria a mi cuenta de Wise el cual me llego a los 3-4 dias, el problema fue que cuando intente realizar otro retiro con el mismo metodo me decian que no estaba permitido retirar a ese pais de origen (cuando en el primer retiro no hubo problemas), por lo cual cambie el metodo de retiro e intente retirar a mi tarjeta de Wise.

-Ahora mismo no tengo mingun retiro pendiente debido a que todos mis ultimos retiros han sido cancelados y decidi contactar con vosotros antes de seguir perdiendo el tiempo.

Adjunto capturas del historial de retiros, como os he comentado el primer retiro por transferencia bancaria a mi cuenta de Wise fue completado. Los demas a mi tarjeta visa del mismo banco, Wise, todos cancelados. No segui retirando por transferencia porque el casino no me deja, me dice que no esta permitido retirar a ese pais de origen, una cosa que no tiene sentido ya que en el primer retiro no hubo problema.

Hello Alvaro1369,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Alvaro1369,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Alvaro1369,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Rabona Casino team.

Dear Rabona Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.