Rabona Casino - Os fundos do jogador são retidos e a conta é restringida.

Subject: Rabona - Withheld funds of €2,152.18 and unjustified account restriction / document rejections

Hello,

I am submitting this complaint against Rabona regarding my player account, which is currently restricted, and my active balance of €2,152.18 that they are refusing to release.

I have fully cooperated with their mandatory verification process. They requested an official PDF bank statement for the period of 01.05–01.06 linked to my registered card ending in 3009. I have provided valid, complete, and unedited official bank statements proving my identity and transactions.

Despite submitting clear and legitimate documents, their support team repeatedly rejects them without any valid justification or stalls the verification process indefinitely. This appears to be a deliberate tactic to delay or withhold my legitimate winnings.

Desired Resolution:

I request Casino Guru's assistance in having Rabona review my provided documents fairly, complete the verification process, lift the restrictions on my account, and process the withdrawal of my €2,152.18 balance.

Thank you for your help.

Best regards,

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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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 player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Did the casino approve any documents?
• Are there any documents the casino currently expects you to provide? Are there any obstacles in providing said documents?
• Could you please share with me your communication with the casino regarding the verification requirements and reasons for rejection? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Benjiverson33,

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,
Tomas
Casino.Guru