Rabona Casino - Das Konto des Spielers wurde geschlossen und der Zugriff ist eingeschränkt.

I've been almost unable to access for a week, I deposited 500 USD and earned 816 USD and they limited me, I proceeded to withdraw my money, the first 500 USD I had no problem, they arrived quickly and without problem, my surprise was that then they disabled my account and won't let me access, they sent me a verification email, I sent them all my documents and a selfie with my ID and my face and their website in the background, and they don't answer me, I talk to them every day by chat once or twice and they always tell me the same thing that the indicated team is in charge of the case and that they will give me a solution by email. Nobody tells me anything and I've been like this for several days with funds in my account.

Llevo una semana casi sin poder acceder ingresé 500 USD y gané 816 USD y me limitaron procedi a retirar mi dinero, los primeros 500 USD no tuve problema llegaron rápido y sin problema mi sorpresa fue que luego me inhabilitaron la cuenta y no me deja acceder, me enviaron un correo de verificación les mandé todos mis documentos y un selfie con mi DNI y mi cara y su web de fondo, y no me responden, les hablo todos los días por chat una o dos veces y me dicen siempre lo mismo que el equipo indicado está encargándose del caso y que me darán una solución por mail. Nadie me dice nada y llevo así ya varios días con fondos en mi cuenta.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Did you submit a selfie with your ID and the casino website in the background as requested? If so, when exactly? Has this photograph been reviewed by the relevant department yet?
3. Are there any documents in your account that are currently pending verification?
4. What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Yes, I've sent all the requested documents: my ID on both sides, a selfie with ID, and a selfie with ID with the website in the background, all legible. Communication with them is very tedious because they don't respond. After sending them both IDs and a selfie with ID, it was because I spoke to them via chat that they told me I was missing an ID with a selfie and a legible website in the background. I sent them this last document two days ago, on September 24th. But as I said, they don't answer my emails, and when I write to them via chat, they tell me the team in charge is reviewing it and they don't tell me anything.

Regarding the game I played, it is sports betting, the reason I left was because they limited me to a maximum of €1 per bet.

Regarding whether there are any documents missing from my account that need to be verified, I don't know, since they won't let me access it, and I've had to send them all the documents by email, to which they haven't responded.

I would appreciate your help, thank you very much.

Si he enviado todos los documentos que me han solicitado mi id por ambas caras selfie con id, y selfie con id con la web de fondo siendo legible. La comunicación con ellos es muy tediosa ya que no me responden. Después de mandarles id por ambas caras y selfie con id fue porque les hablé por chat que me dijeron que me faltaba id con selfie y web legible de fondo, este último documento se lo mandé hace dos días el 24/09. Pero como os digo no contestan a mis correos y cuando les escribo por chat me dicen que están revisándolo el equipo encargado y no me dicen nada.

Respecto al juego que jugaba es apuestas deportivas que el motivo de mi salida ha sido porque me han limitado a 1€ máximo por apuesta.

Respecto si hay algún documento que falta por verificar en mi cuenta no lo sé ya que no me dejan acceder a ella y todos los documentos se les he tenido que pasar por e-mail a lo cual no me dan respuesta.

Agradecería su ayuda muchas gracias

Thank you very much, Casape95, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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.

Dear Casape95,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Rabona Casino to join this conversation and assist in addressing the complaint.

Dear Rabona Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello, I just collected the 316 USDT I had pending, my account is still closed without being able to enter but as I am limited, I will proceed to leave this casino, so I leave this complaint resolved

Buenas, acabo de cobrar los 316 USDT que tenía pendientes, mi cuenta sigue cerrada sin poder entrar pero como estoy limitado, procederé a dejar este casino, así que dejo resuelta está queja

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

Dear Casape95,

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,

Stefan