Rabona Casino - A retirada do jogador está atrasada.

After making an initial deposit of 1000€, I managed to earn a profit of 9200€, which I wish to withdraw, mostly due to several reasons such as the imposition of a maximum betting limit without prior notification.

The main issue is that THEY WILL NOT PAY. Their withdrawal limits are absurd: I can only have a maximum of 3 pending withdrawals at the same time, and can only request 1 withdrawal per day up to 500€. Meaning, even if things went smoothly, I would need to make 19 withdrawals, 1 per day, which would take 19 days.

So far, not one of the 3 withdrawals I've requested over a week ago have been processed, despite their terms and conditions specifying a time limit of 3 business days.

The dates of the 3 withdrawals of 500€ each are:

• 19/03/2024
• 20/03/2024
• 21/03/2024

Not only am I not receiving my earnings, but I am also given the runaround and copy+paste excuses via their chat, they do not respond to emails and they claim to have issues with their payment system.

Regardless, if I ever manage to withdraw my earnings, it will be a long way down the road.

Please, help me. I see from reviews that this is their modus operandi but the amount is sizable enough to make me nervous.

Thank you.

Tras un depósito inicial de 1000€ he conseguido ganancias por valor de 9200€, las cuales deseo retirar, por varios motivos, como por ejemplo el límite de apuesta máxima que me han impuesto, sin haberme informado de ello.

El principal problema es que NO PAGAN. Sus límites de retiro además son ridículos: máximo 3 retiros pendientes al mismo tiempo, pudiendo solicitar 1 retiro al día por importe máximo de 500€. Es decir, en caso de que todo fuese fluido, necesitaría 19 retiros, 1 al día, es decir 19 días.

Aún no he conseguido que se haya procesado ninguno de los 3 retiros pendientes desde hace más de una semana cuando el plazo que estipulan en sus términos y condiciones es 3 días hábiles.

Las fechas de los 3 retiros de 500€ son:

• 19/03/2024
• 20/03/2024
• 21/03/2024

No solo no recibo mis ganancias, sino que me dan largas y excusas copy+paste por su chat, no responden a los emails y alegan problemas con el sistema de pagos.

En cualquier caso si algún día consigo ver mis ganancias en la mano, será dentro de mucho tiempo.

Por favor, pueden ayudarme. Veo en reseñas que es su modus operandi pero el importe es lo suficientemente elevado como para que me pongan nervioso.

Gracias.

Dear Muzzaik89,

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,

Kristina

In the same way that I must abide by their T&C regarding withdrawal limits, they must comply with the same T&C, which specifies a maximum of 3 business days to process withdrawals. I'm not talking about the fact that as of today I haven't received the refund in my bank account, it's that not even the first withdrawal has been accepted, they are still all pending (all 3 at the same time that they allow) after more than 6 business days. The deadlines are very important, because if we continue at this pace, having to make 19 withdrawals to withdraw my balance, that would be 20 weeks, or if I follow your comments, 40 weeks , given that I must wait 2 weeks for each withdrawal.

Please, you must pursue this starting today.

Del mismo modo que debo acatar sus T&C en cuanto a límites de retiro, ellos deben cumplir los mismos T&C, donde se especifica un máximo de 3 días hábiles para procesar los retiros. No hablo de que a día de hoy no haya recibido el reintegro en mi cuenta bancaria, es que ni tan siquiera ha sido aceptado el primer retiro, aún figuran todos pendientes (los 3 a la vez que permiten) tras más de 6 días hábiles. Son muy importantes los plazos, porque si seguimos este ritmo, teniendo efectuar 19 retiros para retirar mi saldo, eso serían 20 semanas, o si me atengo a sus comentarios, 40 semanas, dado que debo esperar 2 semanas para cada retiro.

Por favor, deben perseguir esto desde hoy mismo.

Thank you for your reply, Muzzaik89. Do I understand correctly that you have not made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

They have not required verification from me, since the withdrawal was on the deposit card. At the moment, withdrawals worth €2,500 have already been completed, in 5 withdrawals of €500 each. It seems that it will go little by little but we already see that they pay. Thank you.

No me han requerido verificación, dado que el retiro era en la tarjeta de depósito. Por el momento ya se han completado retiros por un valor de 2500€, en 5 retiradas de 500€ cada una. Parece que irá poco a poco pero ya vemos que pagan. Gracias.

It's incredible, but with the 3 allowed simultaneous withdrawals pending, they have not completed any new withdrawals since March 29. I still have a lot of balance left and they are slowing down withdrawals and sending me promotions indicating that they would return 20% of my losses.

Since they have already completed withdrawals, they simply do not want to continue paying because they see that I am successful. They also do not reevaluate my user status to increase my withdrawal limit when obviously with these amounts they know and see that I play a lot (and I am winning).

I attach a screenshot of the withdrawals up to the moment where the completion deadlines can be seen, I insist, in their terms and conditions they specify a maximum of 3 days and there is nothing more to verify.

Please help me get my winnings back. At this rate I'm going to be there for months.

Thank you.

Es increíble, pero teniendo pendientes los 3 retiros simultáneos permitidos, no han completado ningún nuevo retiro desde el 29 de marzo. Aún me queda mucho saldo y están ralentizando los retiros y enviándome promociones indicándome que me devolverían el 20% de las pérdidas.

Dado que ya han completado retiros, simplemente no quieren seguir pagando porque ven que tengo éxito. Tampoco revalúan mi status de usuario para incrementar mi límite de retiros cuando obviamente con estas cantidades saben y ven que juego mucho (y estoy ganando).

Adjunto captura de los retiros hasta el momento donde se aprecian los plazos de completado, insisto, en sus términos y condiciones especifican máximo 3 días y ya no hay nada que verificar.

Por favor, ayúdenme a recuperar mis ganancias. A este ritmo voy a estar meses.

Gracias.

Have you tried contacting the casino regarding this issue? 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.

Thank you Kristina for your quick response. Yes, of course, I ask them daily what happens through their Chat, but they respond with excuses, always the same or similar, pre-written, copy&paste excuses, I already know them by heart. Obviously, it bothers them that a player with a deposit of €1000 generates €12,700 and they want to delay each withdrawal as long as possible (€500 per day, a pace that they are not even meeting).

I attach screenshots of their responses in the chat, as I indicated, they are always the same excuses (capture 5). They are clearly blocking my profits.

Gracias Kristina por tu rápida respuesta. Sí claro, a diario les pregunto qué sucede a través de su Chat, pero responden con excusas, las mismas siempre o similares, excusas pre-redactadas, de copy&paste, ya me las se de memoria. Evidentemente, les molesta que un jugador con un depósito de 1000€ genere 12.700€ y desean demorar al máximo cada retiro (500€ por día, ritmo que ni están cumpliendo).

Adjunto capturas de sus respuestas en el chat, como le indico, son siempre las mismas excusas (captura 5). Claramente están bloqueando mis ganancias.

It's a real shame. They have just completed one of the pending withdrawals and canceled the other 2. Another way to delay everything, so I have to wait 24 hours to request each withdrawal given the limits imposed, and also the times to pay me are reset, minimum 1 week!

They allege problems with the supplier, but the supplier has worked perfectly because they just paid me for the oldest one.

As I said, this is being clamorous. I have forwarded the chat transcript to you for your consideration.

Thank you.

Es una auténtica vergüenza. Acaban de completar uno de los retiros pendientes y cancelado los otros 2. Otra forma más de retrasar todo, así debo esperar 24 horas para solicitar cada retiro dados los límites impuestos, y además se resetean los tiempos para pagarme, mínimo 1 semana!

Alegan problemas con el proveedor, pero el proveedor ha funcionado perfectamente porque me acaban de pagar el más antiguo.

Lo dicho, esto está siendo clamoroso. Le he reenviado la transcripción del chat para su consideración.

Gracias.

Thank you very much, Muzzaik89, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Muzzaik89,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Rabona Casino to join the conversation.

Dear Rabona Casino,

Could you kindly offer further clarification on why the processing time for the player's withdrawals appears to be slower than anticipated?

Dear Muzzaik89,

I've recently received information from the Rabona team indicating that some of the withdrawals were declined by the payment provider. While I understand this is not ideal from a user experience perspective, it's important to note that as an international casino, Rabona doesn't directly control the range and availability of payment methods. Various factors such as licensing authority, geolocation, agreements with payment providers, and banking regulations play significant roles in this process. Consequently, deposits and withdrawals often necessitate processing through different payment providers.

Please resubmit your withdrawal requests, and I will ensure the casino representative monitors them closely.

Hello,

They suggested I use the withdrawal by bank transfer, I just requested a withdrawal with this method, after previous cancellations via credit card, and they rejected it after 30 minutes without an informative email, without justification. Every time they do this, everything takes longer, processing times if they process it at all, time is delayed because I can only withdraw €500 a day and a maximum of 3 pending withdrawals simultaneously... this is a shame. I firmly believe they are blocking my funds.

Asking about the Chat, they tell me:

"Yes, you are right, the retreat was canceled.

From what I can see, this happened due to a change in the processing company (so it's on their end) that works with the payment method that was used for the withdrawal. Whenever such changes occur, this could result in the cancellation of the requested withdrawal."

This must be a joke. They do not respond with the real reason, and they give me excuses and copy and paste withdrawal limit issues that now have nothing to do with it, they cancel my withdrawals, for no reason, without warning.

They hide behind the payment provider but they don't tell me what's happening and in the end they don't do their part, they don't pay with withdrawal by card or by bank transfer.

Hola,

Me sugirieron utilizar el retiro mediante transferencia bancaria, acabo de solicitar un retiro con este método, tras las cancelaciones anteriores via tarjeta de crédito, y me lo han rechazado a los 30 minutos sin email informativo, sin justificación. Cada vez que hacen esto se demora todo más, tiempos de procesamiento si es que lo procesan, se dilata el tiempo porque solo puedo retirar 500€ al día y máximo 3 retiros pendientes simultáneamente... esto es una vergüenza. Creo firmemente que están bloqueando mis fondos.

Preguntando por el Chat, me dicen:

"Sí, tienes razón, el retiro fue cancelado.

Por lo que puedo ver, esto sucedió debido a un cambio en la empresa procesadora (por lo que es de su parte) que trabaja con el método de pago que se utilizó para el retiro. Siempre que se produzcan dichos cambios, esto podría dar lugar a la cancelación del retiro solicitado."

Esto debe de ser una broma. No responden con el motivo real, y me dan excusas y copian y pegan temas de límites de retiro que ahora no tiene nada que ver, me cancelan los retiros, sin motivo, sin avisar.

Se esconden tras el proveedor de pagos pero no me dicen qué sucede y al final no cumplen con su parte, no pagan ni con retiro mediante tarjeta ni mediante transferencia bancaria.

Dear Rabona Casino,

Which payment method do you recommend to the player that should work smoothly without any unexpected rejections?

Hello,

Rabona already has 3 pending withdrawals via Bank Transfer on its side. Please process them quickly. I think I have suffered enough inconvenience and unjustified delays.

Thank you.

Hola,

Rabona ya tiene de su lado 3 retiros pendientes mediante Bank Transfer. Por favor, tramítenlos de forma ágil. Ya creo que he sufrido suficientes inconvenientes y retrasos injustificados.

Gracias.

Dear Muzzaik89,

I was informed by the Rabona team that your recent withdrawals have been paid. Can you please confirm this?

That's how it is. Everything has been paid for, thank you.

Así es. Todo ha sido pagado, gracias.

Dear Muzzaik89,

Thank you for your confirmation. I was informed by the Rabona team that there are no pending withdrawals at the moment, but all future withdrawals should be processed normally. I have my fingers crossed that all will be working fine for you. Is there anything else I can help you with, or can I consider your complaint resolved?

Dear Muzzaik89,

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.

Dear Muzzaik89,

While you haven't explicitly confirmed it, given your previous confirmation of receiving all the funds that were due to you and considering your lack of communication, which would typically be expected if you hadn't received all the funds or if any assistance is still required from us, we consider this case resolved and conclude that you have indeed received the funds successfully.

We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru