Rabona Casino - O jogador não pode sacar o saldo disponível.

The house won't pay out, it won't allow me to withdraw the balance that's available.

A casa não paga, não me permite retirar o valor que estou de saldo disponível.

Dear dedeandrevasco5,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Rabona Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

Have you made any successful withdrawals from this casino before?

Have you contacted customer support regarding the error you see when you try withdrawing your funds?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear dedeandrevasco5,

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.

I've already done everything via chat, and there's no point in you giving an error, I've already sent more than 5 x statement receipts, now I'm trying to send it and they won't accept it because it says that more than 5 files have already been sent, I've been talking to the attendants for a month and they've never They can help, they just say that it's all via email, and the emails I receive don't help at all either.

Já fiz tudo pelo chat, e não adianta nada você dando erro, já enviei mais de 5 x comprovante de extrato agora tento enviar e não aceitam porque diz que já foi enviado mais de 5 arquivos, tô a um mês falando com os atendentes e nunca podem ajudar só falam que é tudo por email, e os email que recebo também não ajudam em nada.

Do I understand correctly that your withdrawal is delayed because of unfinished verification?

Could you please advise which identity documents you provided to the casino and when exactly you sent the last one?

Did you upload your verification documents directly to your casino account, or did you send them to the casino via email?

Have any of your documents been approved yet?

Dear dedeandrevasco5,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.