Rabona Casino - Bei der Kontoüberprüfung des Spielers kommt es zu einer Verzögerung.

I have been a customer with this sports betting provider/casino for more than 2 years and have frequently deposited and withdrawn three-figure amounts. Two weeks ago, I was asked to verify my account. I submitted all documents related to deposits and withdrawals from my bank account and Jeton via email and uploaded them to my account. Unfortunately, I have not received any response for the past two weeks regarding when the verification will be completed. Even the live chat could not assist me.

Bei diesem Sportwettenanbieter/Casino bin ich schon mehr als 2 Jahren Kunde und habe auch öfters dreistellige Beträge ein- und ausgezahlt. Vor zwei Wochen wurde ich aufgefordert mich zu verifizieren. Ich habe alle Unterlagen zu Ein- und Auszahlungen von meinem Bankkonto und Jeton eingereicht per E-Mail und auf meinem Konto hochgeladen. Leider habe ich seit zwei Wochen keine Antwort erhalten, wann die Verifizierung abgeschlossen wird. Auch im Live-Chat konnte mir niemand helfen.

Dear fcn122,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the account verification process, especially considering your long-standing relationship with the casino.

To help us better understand and resolve your situation, could you please clarify a few points?

• When you submitted your verification documents, did the casino provide you with any confirmation of receipt or an estimated timeline for the verification process?
• Could you confirm the types of games you have been involved with during your time with this casino (e.g., sports betting, casino games, slots, etc.)?
• Did you receive any specific reason for the delay in verification, or was it just stated that the process is ongoing?
• Have you tried reaching out to any other support channels (email, phone) aside from live chat, and if so, what responses have you received?
• Was there anything specific about your documents or account that the casino flagged as needing further review?

Your cooperation is crucial for us to proceed with this case and work towards resolving the issue. Without your input, we won’t be able to mediate effectively. If you have any relevant communication or documents, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

Thank you very much for your help. I have received a confirmation of receipt. I have not received a time frame for the verification, other than that I will receive a response shortly.

I only placed sports bets on the Rabona platform.

I didn't receive a reason for the delay. I just got the information that the verification is in progress.

I have corresponded with the casino via live chat and email.

I have not received any information as to why the documents are being reviewed for so long.

Hallo,







vielen Dank für ihre Hilfe. Eine Empfangsbestätigung habe ich erhalten. Einen Zeitrahmen für die Verifizierung habe ich nicht erhalten, außer dass ich in Kürze eine Rückmeldung erhalte. 







Ich habe nur Sportwetten auf der Plattform Rabona getätigt. 







Einen Grund für die Verzögerung habe ich nicht erhalten. Ich bekomme nur die Info, dass die Verifizierung im Gange ist. 







Ich habe mit dem Live Chat und per E-Mail mit dem Casino korrespondiert.







Einen Hinweis warum die Dokumente so lange geprüft werden habe ich nicht erhalten. 

Thank you very much, fcn122, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Also, please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello fcn122,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, I have contacted live support again in the last few days and sent another email. I am still being put off. No answer as to when I will receive an answer and when the verification will be completed. This is really strange and no longer serious.

I hope Michal can achieve more.

Hallo, ich habe in den letzten Tagen nochmals den Live Support kontaktiert und nochmals eine E-Mail gesendet. Ich werde weiterhin vertröstet. Keine Antwort wann ich eine Antwort erhalte und die Verifizierung abgeschlossen wird. Das ist echt merkwürdig und nicht mehr seriös.

Ich hoffe, dass Michal mehr erreichen kann.

Hello fcn122,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Rabona Casino to join the conversation.

Dear Rabona Casino,  

Could you please inform us about the expected timeline for the completion of the player document verification and the subsequent processing of the player's withdrawal?

I received the following response from customer service. Unfortunately, I cannot upload any documents to the homepage because I get the error message "oops... something went wrong." I have tried everything (deleted history/cookies, tried incognito mode and also using various browsers) but unfortunately without success. I have also written this to support and am now waiting for a response. In the live chat I was told that if this error message appears, you can also send the documents by email. It's all quite contradictory.

I think they want to put the customer off for as long as possible until they give up or invest the money again. I find that unacceptable and very dubious.

If you have a better contact, Michal, I would be very grateful if you could help me.

I know for sure that I will take further steps if I do not receive the money.

Ich habe vom Kundenservice folgende Antwort erhalten. Leider kann ich auf der Homepage keine Dokumente hochladen, da die Fehlermeldung "ups...da ist was schief gelaufen" erhalte. Ich habe schon alles versucht (Verlauf/Cookies gelöscht, im inkognito-Modus versucht und auch über div. Browser) Leider ohne Erfolg. Dies habe ich auch dem Support geschrieben und warte jetzt auf Antwort. Im Live-Chat wurde mir mitgeteilt, wenn diese Fehlermeldung kommt, dass man auch per Mail die Dokumente senden darf. Alles recht widersprüchlich.

Ich finde man möchte so lange wie möglich den Kunden vertrösten, damit er aufgibt oder das Geld wieder einsetzt. Das finde ich untragbar und sehr unseriös.

Falls Sie Michal einen besseren Kontakt haben, wäre ich ihnen sehr dankbar, wenn Sie mir weiterhelfen könnten.

Für mich steht fest, dass ich ggf. weitere Schritte unternehmen werden, wenn ich das Geld nicht ausgezahlt bekomme.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello fcn122,

We kindly ask you to please share a screenshot of the error message this would help us to understand better as we were waiting for your documents. 

Once you share the screenshot so we can check and help you further accordingly. 

Waiting for your screenshot. Thank you! 

Best whishes, 

Rabona team. 

Hello,

I have already sent your support a screenshot several times.

See Appendix.

Please fix the error.

I get the error message on every browser and device imaginable.

I also regularly deleted my history and used incognito mode.

Best regards

fcn122

Hallo,

ich habe Ihren Support schon mehrmals einen Screenshot gesendet.

Siehe Anlage.

Bitte stellen Sie den Fehler ab.

Die Fehlermeldung bekomme ich auf allen erdenklichen Browser und Geräten.

Den Verlauf habe ich auch regelmäßig gelöscht und war im Inkognito-Modus unterwegs.

Mit freundlichen Grüßen

fcn122

Hello fcn122,

Thank you for your quick response.

We kindly ask you to please clear cache and cookies from the browser you are using (we would suggest you to use the latest Google Chrome version) and please reattempt to upload the requested documents from your verification tab in your profile.

We will try our best to help you at the earliest as possible once you are able to upload your documents. Thank you!

Best whishes, 

Rabona team

Hello,

Thank you for your feedback. I was able to upload the file and there was no error message. I would like to request verification as soon as possible so that I can withdraw the money.

Best regards

fcn122

Hallo,

vielen Dank für die Rückmeldung. Ich konnte jetzt die Datei hochladen und es kam keine Fehlermeldung. Ich bitte um schnellst mögliche Verifizierung, damit ich das Geld auszahlen kann.

Mit freundlichen Grüßen

fcn122

Hello,

Unfortunately, my bank statement with the requested transactions was not accepted. Why? I have now sent the corresponding receipt for each deposit and withdrawal for the required period.

Please complete the verification finally.

Best regards

fcn122

Hallo,

leider wurde mein Kontoauszug mit den geforderten Transaktionen nicht akzeptiert. Warum? Ich habe jetzt zu jeder Ein- und Auszahlung den dementsprechenden Beleg für den geforderten Zeitraum gesendet.

Bitte schließen Sie die Verifizierung endlich ab.

Mit freundlichen Grüßen

fcn122

I am still asked to upload documents for the instant transfer even though I have provided all documents for the required period from 08.11.24-10.12.24.

I have not received an answer as to why the documents are not accepted.

Terrible support. They want to keep me waiting and not pay out the money.

I have been waiting for verification for more than 5 weeks.

I would advise everyone not to deposit at this casino.

Best regards

fcn122

Ich werde weiterhin aufgefordert, Dokumente für die Sofortüberweisung hochzuladen, obwohl ich alle Dokumente für den geforderten Zeitraum von 08.11.24-10.12.24 zur Verfügung gestellt habe.

Ich habe keine Antwort erhalten, warum die Dokumente nicht akzeptiert werden.

Miserabler Support. Man möchte mich hinhalten und nicht das Geld auszahlen.

Ich warte schon mehr als 5 Wochen auf eine Verifizierung.

Ich kann jedem abraten bei diesem Casino einzuzahlen.

Mit freundlichen Grüßen

fcn122

I wanted to upload the payment emails. Unfortunately, I'm getting the error message "Oops... something went wrong" again. See screenshot.

Unbelievable 😡

Ich wollte jetzt noch die Einzahlungsmails hochladen. Leider bekomme ich jetzt wieder die Fehlermeldung "Ups....da ist was schief gelaufen" Siehe Screenshot.

Unglaublich 😡

Yesterday I received an email from support asking me to send all my documents again by email. See screenshot. I did this immediately after receiving it.

Unbelievable. 🙈 This is the 5th time I have made the documents available.

I am completely stunned and I repeat myself. I would not deposit anything at this casino again.

Gestern bekam ich eine E-Mail vom Support, dass ich alle meine Unterlagen nochmals per Mail zur Verfügung stellen soll. Siehe Screenshot. Habe ich sofort nach Erhalt auch getan.

Unglaublich. 🙈 Das ist jetzt das 5. Mal, dass ich die Dokumente zur Verfügung gestellt habe.

Bin völlig fassungslos und ich wiederhole mich nochmals. Ich würde bei diesem Casino nichts mehr einzahlen.

Unfortunately, I have not received a response to my documents for more than 4 days. I am still unable to upload documents to the homepage.

In total, I have been waiting more than 6 weeks for successful verification.

Leider habe ich seit mehr als 4 Tagen keine Antwort auf meine Dokumente erhalten. Ich kann weiterhin keine Dokumente auf der Homepage hochladen.

Insgesamt warte ich jetzt schon mehr als 6 Wochen auf eine erfolgreiche Verifizierung.

Dearfcn122,

I fully understand your frustration. While even the best systems on the market can occasionally encounter some issues, the casino team should have accepted your documents via email. The verification of your documents could have been done already.

Dear Rabona Team,  

It seems that the automated uploading process is not operating as expected, resulting in unnecessary delays. Could you please clarify why the player has not been prompted to submit the documents through email?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

I still haven't received a response from support. I'm still not fully verified and therefore can't withdraw any money. I'm still being fobbed off in the live chat.

Unbelievable how you treat a loyal customer. 😡

I cannot explain how the safety index "high" came about.

Hallo,

ich habe weiterhin keine Reaktion von Support erhalten. Ich bin weiterhin nicht vollständig verifiziert und kann dementsprechend kein Geld auszahlen. Im Live-Chat werde ich weiterhin vertröstet.

Unglaublich, wie man mit einem treuen Kunden umgeht. 😡

Ich kann mir nicht erklären wie der Sicherheitsindex "hoch" zustande gekommen ist.

Dear fcn122,  

I completely empathize with your frustration. The situation certainly does not align with the high standards of user experience we anticipate from a respected casino such as Rabona. It appears that there are internal processes within their organization that remain unclear to us and unfortunately affect their system. I have contacted the casino representative several times but have not yet received a response.  

I will make another attempt to reach out to them and will extend the timeline for a few additional days. However, if there is no advancement, I will have to consider closing the complaint as unresolved, which could adversely affect their rating.

Dear Customer,

Thank you for providing us with the documents. Your account on our website is now verified.

Best regards,

Rabona.com

Dear Rabona Team,  

I appreciate the positive update. I hope the player's withdrawal can now move forward smoothly and without any further delays.

Hello everyone,

I have been waiting for my balance to be paid out since Thursday, January 30, 2025. Unfortunately, the payment orders are still being processed.

If you have to wait more than 7 weeks for verification to be completed, I was hoping that the payout would be quick.

Unfortunately, that is not the case with this casino. You have to wait a long time for your request to be processed. Really bad support.

Hallo zusammen,

ich warte jetzt schon seit Donnerstag, 30.01.25 auf Auszahlung meines Guthabens. Die Auszahlungsaufträge sind leider in Bearbeitung.

Wenn man schon mehr als 7 Wochen auf eine abgeschlossene Verifizierung warten muss, habe ich mir erhofft, dass die Auszahlung zügig verläuft.

Leider ist das bei diesem Casino nicht so. Man muss sehr lange warten bis eine Bearbeitung stattfindet. Ein wirklich schlechter Support.

Dear fcn122,

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side on 5th of February 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

Rabona team.

I received the money.

Ich habe das Geld erhalten.

Great news, fcn122. I'm glad you finally received the winnings. I understand your user experience with the whole situation is far from ideal, but I'm glad the situation could be resolved.

Can I proceed to close this complaint as resolved, or is there anything else I can help you with?

Please close as completed

Bitte als erledigt schließen

Dear fcn122,

Thank you for your confirmation. I'm glad that our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru