Rabona Casino - A retirada do jogador foi adiada.

https://casinoguru-it.com/de/forum/beschwerde-diskussion/rabona-zahlt-nicht--hinhalte-taktiken-und-ai-support?utm_medium=email&utm_source=system&utm_campaign=forum&utm_term=01-08-2024#post-125771

Withdrawal Attempt No. 1 Bank Transfer: 17.07.2024

Cancelled on 21.07.2024, according to support, due to technical issues.

Withdrawal Attempt No. 2 Bank Transfer: 21.07.2024

Cancelled on 25.07.2024, according to support, supposedly due to my bank, which I was informed of only later.

I checked with my bank, there was never any attempt to transfer funds. 

Withdrawal Attempt No. 3 Crypto: 25.07.2024

31.07.2024: Support statement

(12:22:57) Eulalia

I completely understand your point of view and for this reason I would like to reassure you that the payment will be finalized today or tomorrow.

It is now 02.08.2024, and I still have not received my withdrawal.

I have requested and saved every chat with support, I have screenshots of the withdrawal attempts, I have documented everything; it's blatantly obvious that they are stalling.

It's only about €230, and the casino refuses to pay out, unbelievable. 

https://casinoguru-it.com/de/forum/beschwerde-diskussion/rabona-zahlt-nicht--hinhalte-taktiken-und-ai-support?utm_medium=email&utm_source=system&utm_campaign=forum&utm_term=01-08-2024#post-125771

Auszahlungsversuch Nr. 1 Bank-Überweisung: 17.07.2024

Stornierung am 21.07.2024, laut Support technische Probleme.

Auszahlungsversuch Nr. 2 Bank-Überweisung: 21.07.24

Stornierung am 25.07.2024, laut Support, was nun später auch erst mit mir so Kommuniziert wurde, wegen meiner Bank angeblich.

Ich habe bei meiner Bank nachgefragt, es gab nie einen Überweisungsversuch. 

Auszahlungsversuch Nr. 3 Krypto: 25.07.24

31.07.2024: Support Aussage

(12:22:57) Eulalia

I completely understand your point of view and for this reason I would like to reassure you that the payment will be finalised today or tomorrow.

Nun ist der 02.08.2024, ich habe immer noch keine Auszahlung.

Ich habe mir jeden Chat mit dem Support schicken lassen, ich habe Sceenshots von den Auszahlungsversuchen, ich habe alles dokumentiert, das ist mega offensichtlich eine Hinhaltetaktik.

Es geht nur um 230€ und das Casino will nicht auszahlen, unfassbar. 

Dear Kekowitz,

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 the 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 from July 25th, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I asked the casino if a KYC was necessary, they said no, and in my customer profile I don't even have the option to do a KYC, it says it's not necessary.

In addition, I received another email on August 2nd, 2024, that my payout had been canceled. Customer service was contacted directly and, after sending screenshots, they just said that this was an old email, although I received it on August 2nd, 2024 at 8:26 p.m. CET. I don't know how you can just say it's an old email.

The customer account says that the payment is still being processed. I don't believe that anymore, these are all excuses, the support also told me that they are only external, can't do anything for the Rabona company and have no direct contact with the finance department. So my hope is zero, it seems to be a system, in total I have been waiting for the payment since July 17th. Unbelievable!

Ich habe das Casino gefragt ob eine KYC notwendig ist, dies wurde verneint, auch im Kundenprofil habe ich nicht einmal die Möglichkeit eine KYC durchzuführen, dort steht nicht notwendig. 

Zudem habe ich am 02.08.24 wieder eine Mail erhalten, das meine Auszahlung storniert wurde, der Kundenservice wurde direkt kontaktiert, meinte nach Zusendung von Sceenshots nur das es sich hierbei um eine alte Mail handelt, dabei habe ich diese am 02.08.24 20:26 Uhr MEZ emfpangen, weiß nicht wie man da einfach sagen kann es sei eine alte Mail.

Im Kundenkonto steht das die Auszahlung noch in Bearbeitung ist. Ich glaube das nicht mehr, das sind alles Ausreden, der Support sagte mir auch er sei nur Extern, könne nichts für die Firma Rabona und habe auch keinen direkten Kontakt zur Finanzabteilung. Also meine Hoffnung ist gleich Null, scheint ja ein System zu sein, insgesamt warte ich nun seit dem 17.07 auf Auszahlung. Unfassbar!

I just received the payment, I'm pretty sure the complaint here helped indirectly. Thank you all very much for your effort, thank you for your concern, thank you for offering this here!

Ich habe gerade die Zahlung erhalten, ich bin mir ziemlich sicher die Beschwerde hier hat indirekt geholfen. Ich danke euch allen sehr herzlich für eure Mühe, danke für eure Anteilnahme, danke, dass ihr das hier anbietet!

Dear Kekowitz,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru