Rabona Casino - A verificação da conta do jogador é atrasada e os ganhos são retidos.

I want to start by saying that I really enjoyed playing at Rabona Casino when I first discovered it. The range of games is excellent — from slots to live dealers and game shows. I also liked their "Collections" and "Cup" features, which add a creative and engaging element to the experience. Collecting cards for rewards and completing sets was genuinely fun. The loyalty system also seemed fair, and I appreciated the ability to redeem loyalty points for bonuses like free spins and small cash rewards.

That said, I’m submitting this complaint because my experience has taken a serious turn, and I now find myself in a situation where €6,660 of my winnings are being held, and I cannot complete account verification due to how Rabona Casino has handled the process. I wasn’t sure whether to post this under "Account Problem" or "Withdrawal Problem," but since this issue is rooted in how verification is being managed — which directly affects my ability to access my funds — I believe this is the right section.

I opened my account at Rabona Casino on June 20th. As I always do with new platforms, I made a few small deposits to test the site — in total, €120.

I got lucky early on, and my balance quickly went over €2,000. I requested a withdrawal of €500, which was approved and paid out without any verification required.

I kept playing (without accepting any bonuses except for those earned through loyalty points — e.g. free spins, free bets, or no-wager Collection rewards). My winnings continued to grow, and I requested another withdrawal of €1,500 at the end of June.

As of now:

€1,500 is in pending withdrawal

€5,160 remains in my casino balance

→ Total of €6,660 locked

I also qualified for:

A likely €50 reward from the Pragmatic Play Blackjack Heat event (based on current rank)

An additional €25 via loyalty points from Rabona’s Collection section

On July 7th, I received a notification that account verification was now required. A red banner appeared saying that I'm restricted to login and verification until I submitted documents.

I immediately uploaded all requested documents. Once done, the red banner disappeared, and my account became fully accessible again. The casino even resumed sending deposit bonus offers and with popups inviting me to play more.

While most documents were accepted quickly, my bank transaction history was repeatedly removed from the system without any explanation — it would simply vanish after upload.

I uploaded it again and again. The file would appear for a short while, then disappear.

I contacted support, and they told me to re-upload it and assured me the "relevant department" would be notified.

Despite doing this multiple times, support continued to claim that I never uploaded the document.

Eventually, one support agent opened a support ticket and instructed me to send the transaction history via email. I followed their instructions exactly, replying to their email from support@rabona.com with two PDF files, directly from my bank. I also explained that my bank statements aren’t calculated monthly (1st–31st), but by billing cycles.

After 6 days, I still had no reply.

Some agents insist my files were never submitted, while others acknowledge them after seeing proof (screenshots, emails, upload confirmations). Some agents exited the chat after I presented evidence. It’s confusing and frustrating.

Current Status

€6,660 of my winnings are still being held

Account verification remains incomplete, solely due to issues with the transaction history file

I have submitted the required document multiple times, both via the casino website and by email

Support responses have been inconsistent, evasive, and contradictory

What started as a very promising experience has become a serious concern. Rabona’s handling of my verification — especially the repeated disappearance of submitted documents and denial of their existence — has completely eroded my trust.

I’m submitting this complaint to request Casino Guru’s assistance in:

Ensuring my account is properly verified

Having all documents reviewed in good faith

Approving the immediate withdrawal of my full €6,660 balance

I have complied with every request and provided all required documentation. The delays are entirely on Rabona’s side, and I feel this situation now requires outside support to resolve.

Attachments

Screenshots email delivery

Can additionally provide proof I uploaded to site directly as requested multiple times, as well as chat with support that claim that max wait time is 72h, claim I have not delivered them any files so far and more.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible, or is it blocked?
• When was the last time you were in contact with the casino support, and what did you discuss?
• Which documents have you submitted for verification so far, other than the bank statements?
• Could you please share the most recent bank statements you provided to the casino so we may review the information? Send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Dear Tomas,

Thank you very much for your quick response and willingness to assist. Please find my answers below, and I have also sent the requested bank statement documents to the email you provided.

1. Is your account accessible, or is it blocked?

My account is currently accessible — I can log in, view my balance, and even place bets. However, I have not played since submitting the complaint and will refrain from doing so until this issue is resolved.

The two problems I’m facing are:

The verification document (bank transaction history) keeps disappearing after being uploaded.

3 withdrawals (totaling €1,500) have been pending, 2 of them since the end of June.

2. When was the last time you were in contact with the casino support, and what did you discuss?

The last contact was shortly before I submitted my complaint here. I tried one final time to resolve the issue directly with their support.

I was connected to an agent I had previously spoken to, who once again claimed they could not see any uploaded documents. However, I have a screenshot from an earlier chat with the same agent claiming I have no upload and then confirming receipt of the same document after I showed them proof of upload.

I have 5–6 different chat logs/screenshots that show this inconsistency in their responses I can provide if needed.

3. Which documents have you submitted for verification so far, other than the bank statements?

I have submitted all requested documents:

Government-issued ID

Front and back of the card used for deposits with covered CVV and 6 middle digits as requested

A selfie for identity verification holding ID with monitor showing Rabona front page in my background.

Attached is a screenshot of the verification page as seen from my account, showing which documents have been uploaded.

I have also emailed the PDF version of my bank statement as requested.

As I mentioned in the complaint, my account was entitled to a €50 reward as part of the Pragmatic Play Blackjack Heat event. That amount was credited to my balance during this process. I can confirm and provide proof that I have not engaged in any casino activity since the complaint was filed — the €50 change in my balance reflects only that credited prize.

Please let me know if you need any additional documents or clarification. I truly appreciate your help in trying to resolve this situation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Niruvius,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas