Rabona Casino - O pagamento do jogador foi atrasado.

I joined Rabona 3 or 4 months ago and quickly reached the maximum vip level due to my high wagering. I was able to withdraw 2300$ per day with no issues and would receive my payments in less than 24hours. Then, i won more than 18,000$ on a slot machine and they automatically decreased my vip level to the lowest with a maximum withdrawal or 750$ per day. My VIP manager now ignores my messages and I have been waiting for a 750$ withdrawal since Jan 1st. Everytime i speak to support, they say that they are working on the withdrawal and they refuse to give a deadline. I want to withdraw my winnings and i simply can’t. My account says it doesnt need verification and i have always withdrew successfully in the past , clearly because I was overall in loss. Now that i won more money, they are doing everything they can to not transfer the winnings. I am very frsutrated.

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Dear Asasmith3,

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,
Complaints Resolution Center

Dear Asasmith3,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

They have released 3 withdrawals of 750$ each 2 days ago, which was 11 days after my request. I wagered more and my balance is now 39k. I requested 3 new withdrawals. I will wait to see if they continue paying. If they do; i will mark the complaint as resolved if that’s ok with you. I am afraid they won’t pay the rest since it’s a big sum. What frustrates me is the low withdrawal limit that they imposed after i won. Thank you for the follow up.

Dear Asasmith3,

Thank you for the update. To help us assess the situation more effectively, could you please clarify the following:

1. Do the casino’s Terms and Conditions explicitly allow changing VIP level and daily withdrawal limits after winnings are achieved, and were you notified of this change in writing?
2. Are your currently pending withdrawals already marked as "approved/processed" in your account, or are they still under review?
3. Has the casino requested any additional verification, source-of-funds, or compliance checks since your large win, even if your account shows "verified"?

This information will help us determine whether the delay and reduced withdrawal limits are applied fairly and in line with the casino’s rules.

Thanks, Karla

Dear Asasmith3,

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.

Hello,

Do the casino’s Terms and Conditions explicitly allow changing VIP level and daily withdrawal limits after winnings are achieved, and were you notified of this change in writing?

They do not explicitly allow changing VIP level after big winnings. They pretend it’s calculated according to player’s gambling activities. I was very active.

Are your currently pending withdrawals already marked as "approved/processed" in your account, or are they still under review?

It’s still under review. I have 3x 750$ withdrawals pending. I had a 38,000$ that I lost due to their stalling.

Has the casino requested any additional verification, source-of-funds, or compliance checks since your large win, even if your account shows "verified"?

No, it shows verified.

Thank you!

Dear Asasmith3,

Thank you very much for your response. To better understand your situation and ensure we have all key details, could you please also confirm the following:

• Did you play with any bonus (welcome, reload, VIP, or promotional bonus) when you won the amount currently being withdrawn? If yes, please specify which one.
• On what exact date did you submit the first withdrawal request related to this complaint?
• Which payment method are you currently using for withdrawals, and is it the same method you used for your previous successful withdrawals?
• Could you please confirm the current status of your pending withdrawals in your casino account (still under review / pending / approved)? If possible, please upload a screenshot of your withdrawal history showing this.

Thank you again for your patience and cooperation.

Karla

Dear Asasmith3,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru