Rabona Casino - A verificação da conta do jogador está atrasada.

I've been trying to verify my account for 2 months now.

I've already submitted 7 different address confirmation documents but every single one of them gets rejected. The reason given is that the document has been altered, which is not the case for at least 5 out of the 7 documents

My identification card and transaction history have been accepted.

Ich versuche schon seit 2 Monaten mein Konto zu verifizieren.

Ich habe mittlerweile 7 verschiedene Dokumente zur Adressbestätigung eingereicht aber jedes davon wird abgelehnt als Grund wird genannt das dokument bearbeitet wurde, was nicht der fall ist zumindest bei 5 von 7 dokumenten

Personalausweis und transaktionsverlauf wurden akzeptiert

Dear KarlheinzVB,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that some of your documents were indeed altered? Is verifying your home address the last necessary step to complete the verification?

Thank you in advance for your reply.

Best regards,

Kristina

Hello,

yes, that's right, I blacked out a bank statement first,

Since there was a complaint about this, I sent you the bank statement without any changes.

but people continue to claim that I have changed him

Hallo,

ja das ist richtig ich habe zuerst einen Kontoauszug geschwärzt,

da das aber reklamiert wurde habe ich ihnen den Kontoauszug ohne änderungen geschickt.

doch weiterhin wird behauptet ich hätte ihn verändert

Thank you very much for your reply, KarlheinzVB. Could you 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.

Hello, I sent you a reply to the email address

hallo, ich habe ihnen eine Antwort auf die emailadresse gesendet

First, I would like to emphasize that editing documents in any way is prohibited by most casinos and I completely understand their standpoint regarding this situation. Nonetheless, considering that you didn't provide completely fake documents and you also later provided an unedited version, we will try to help.

I will now transfer your complaint to my colleague Stefan (stefan.m@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 KarlheinzVB,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Rabona Casino representative to join this conversation and participate in resolving this complaint.

Dear Rabona Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Customer, 

Thank you for reaching out to us. 

We would like to inform that the bank statement that you provided is from digital bank which is not acceptable. 

Therefore, we kindly ask you to upload a different proof of address document (can be bank statement from Austrian physical bank, can be residence certificate and utility bill) 

Please make sure that the document must be original extracted from internet or email and not more than 6 months old. 

Thank you for understanding! 

Best Regards, 

Customer Service 

Hello KarlheinzVB,

Could you provide the casino with the asked documents and let me know once you do that?

Looking forward to your response.

Dear Customer, 

We would like to inform that the document uploaded by you is a photo of a hard copy.

We kindly request you to upload the proof of address in original PDF extracted from internet or email and not more than 6 months old. 

Please make sure that the document must be original.

Thank you for understanding! 

Best Regards, 

Customer Service 

Hello

I have uploaded another electricity bill and an original registration form not older than 6 months.

I received it as an original document

this one was rejected again!!!

hallo

ich habe erneut eine stromrechnung und ein original meldeschein hochgeladen nicht älter als 6 monate.

den habe ich so als originales dokument erhalten

dieser wurde wieder abgelehnt !!!

Dear Rabona Casino,

Could you state why the document provided by the player wasn't accepted?

I'll be awaiting your reply.

Hello KarlheinzVB,

I was contacted by the casino representative outside of a complaint thread, and it seems you have provided the casino with the blurry photo, which cannot be accepted. Could you provide the casino with a clean photo of the electricity bill or with an original PDF file?

Looking forward to your response.

Dear Customer, 

We have presented the document to Casinoguru team.

We would also like to inform that the photo cannot be accepted, therefore to verify the document, we kindly request you to upload the proof of address in original PDF extracted from internet or email.

Thank you for understanding! 

Best Regards, 

Customer Service 

I have now uploaded the registration form as a PDF. I can send you the original document so you can see that it is a very good proof of address.

ich habe jetzt den Meldezettel als PDF hochgeladen. ich kann Ihnen gerne das Original Dokument schicken dann sehen sie das es sich hierbei um einen sehr guten adressnachweis handelt.

Dear Rabona Casino,

Could you have a look at the provided document and give us a statement here if everything is ok?

I'll be awaiting your reply.

it was rejected again!

es wurde erneut abgelehnt!

Dear Customer,

We would like to clarify that we need your utility document downloaded from the official website in PDF, not the scanned copy.

We kindly request your cooperation in the process. Please upload an original PDF document received from the email or official website.

Thank you for understanding!

Best Regards,

Customer Service 

Hello KarlheinzVB,

Could you follow the casino's instructions and let me know once you provide them with the .pdf file?

I'll be awaiting your reply.

I have uploaded a new invoice

ich habe eine neue Rechnung hochgeladen

Dear Rabona Casino,

Could you have a look at the provided document and let us know if everything is ok with it this time?

I'll be awaiting your reply.

It was rejected again!!!!

Well, I have provided so many proper documents and for each one there is an excuse, so this is pure nonsense to avoid having to pay out my money.

Es wurde erneut abgelehnt!!!!

also ich habe soo viele ordentliche Dokumente zur Verfügung gestellt und zu jedem gibt es eine Ausrede also das ist reine Verarsche um mein Geld nicht auszahlen zu müssen.

Dear Customer,

We would like to inform that the document you provided is a scanned copy converted to PDF and it is not acceptable.

We kindly request your cooperation in the process. Please upload an original utility document in PDF received from the email or downloaded from the official website.

We sincerely appreciate your patience and thank you for your understanding. Please be assured that your documents will be reviewed with priority once uploaded.

Best Regards,

Customer Service 

that is not right!!

I received the files myself in exactly the same way

das ist nicht richtig!!

die dateien habe ich selbst genauso erhalten

Dear Customer,

Unfortunately a scanned copy converted to PDF is not acceptable for verification.

This is the reason we are requesting you to upload an original utility document in PDF received from the email or downloaded from the official website.

Please be assured that your documents will be reviewed with priority once uploaded.

Best Regards,

Customer Service 

So if I can pay up

the electricity bill: has apparently been processed

a bank statement not from a digital bank

a registration confirmation; a photocopy scanned into >PDF?

a letter with my new health card: rejected

My TV bill: rejected

I don't know what else I uploaded, but it's slowly enough???

It doesn't matter what else I upload, Rabona is just looking for reasons not to pay out

also wenn ich mal aufzahlen darf

die stromrechnung: ist angeblich bearbeitet

ein Kontoauszug nicht von einer digitalen bank

eine meldebestätigung; eine in >PDF gescannte Fotokopie?

eine brief mit meiner neuen Gesundheitskarte: abgelehnt

Meine TV rechnung: abgelehnt

ich weis garnicht was ich noch alles hochgeladen hatte aber so langsam reicht es ???

es ist auch egal was ich noch hochladen werde, Rabona sucht nur Gründe um nicht auszuzahlen

Dear Customer,

Kindly download your electricity bill from the official website in PDF format and share it with us.

Please note that we specifically require the original document in PDF, downloaded directly from the official website. This ensures accuracy and authenticity in handling your request.

Thank you for understanding!

Best Regards,

Customer Service 

my electricity bill was downloaded straight away! and then uploaded to you

meine Stromrechnung war direkt heruntergeladen! und dann bei euch hochgeladen

Hello KarlheinzVB,

Could you forward me the electricity bill? You can send it to my email address stefan,m@casino.guru.

I'll be awaiting your reply.

the email is out

die Email ist raus

Dear Rabona Casino,

I have reviewed the provided electricity bill and it seems to be ok and unedited. Could you state what is the problem with it?

I'll be awaiting your reply.

Dear Stefan,

We sent you an email with the reason. Looking forward to hearing from you.

Best Regards,

Customer Service 

Hello KarlheinzVB,

Could you state why you set Germany as your country of residence when registering the account?

I am looking forward to your response.

Oh, that was probably a mistake and I didn't notice it either.

This has been the problem all along?

Why don't they point this out to me?

oh das war wohl ein Versehen und ist mir auch nicht aufgefallen.

Das ist die ganze Zeit das Problem gewesen?

Warum weist man mich nicht darauf hin?

Dear Rabona Casino,

Could you comment on this?

I'll be awaiting your reply.

I tried to change the country and asked in the live chat.

They said they would send me an email but that was 3 days ago and no email yet

ich habe versucht das Land zu ändern habe im Live chat gefragt.

SIe sagten sie schicken mir eine email zu aber das ist auch schon wieder 3 tage her und bisher keine Email

Dear Customer,

Thank you for your patience.

We would like to inform you that your account on Rabona.com was verified on 07.03.2024.

Best regards,

Rabona.com

Dear Rabona Casino,

Thank you for your response and the information provided.

Hello KarlheinzVB,

Did you manage to request a withdrawal?

I'll be awaiting your reply.

yes, the money has finally arrived. Thank you

ja das geld ist endlich angekommen. vielen Dank

Dear Stefan,

The case has been resolved from our side. Thank you for your cooperation.

Best regards,

Rabona.com

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, KarlheinzVB, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,

Stefan, Casino.Guru