Rabona Casino - Das Spielerkonto wurde geschlossen.

Ladies and Gentlemen

I hereby submit an official complaint against the online casino Rabona . All relevant information can be found in the attached documents.

Current balance: €615

Outstanding payment amount : €1,500 (3 × €500)

Facts:

I submitted my first withdrawal request for €1,500 between November 1st and 3rd, 2025, via bank transfer to the same account from which I had previously deposited funds. On November 8th, this request was canceled by Rabona without any apparent reason . Upon inquiry, I was informed that this was due to a system update. I was assured that there were no concerns and that I should simply submit a new withdrawal request.

Subsequently, between November 8th and 11th, I submitted a second withdrawal request for €1,500 . Throughout this entire period, I was repeatedly given excuses. I was told that there were delays due to a high volume of payments, but that I would definitely receive my money.

On November 13th, my gaming account was suddenly restricted to limited stakes without any reason being given to me.

On November 17th/18th, I was finally unable to log in and received the following error message:

"Your account is currently being reviewed. Check our Help Center for more information."

I have never violated the company's terms and conditions and have received no explanation to date for the apparently temporary or possibly permanent account suspension.

Should you require any further information or have any questions, please let me know.

Thank you so much for your support – this is anything but a given.

Best regards

J***** H*****

Sehr geehrte Damen und Herren,

hiermit möchte ich eine offizielle Beschwerde gegen das Online-Casino Rabona einreichen. Alle relevanten Informationen können Sie den beigefügten Anlagen entnehmen.

Aktuelles Guthaben: 615 €

Ausstehender Auszahlungsbetrag: 1.500 € (3 × 500 €)

Sachverhalt:

Ich habe meine erste Auszahlungsanfrage in Höhe von 1.500 € im Zeitraum vom 1. bis 3. November 2025 über die Zahlungsmethode Banküberweisung auf dasselbe Konto gestellt, von dem aus ich zuvor eingezahlt habe. Am 8. November wurde diese Anfrage von Rabona ohne erkennbaren Grund storniert. Auf meine Nachfrage teilte man mir mit, dies sei auf ein Systemupdate zurückzuführen. Man versicherte mir, dass keine Bedenken bestünden und ich lediglich eine neue Auszahlungsanfrage stellen solle.

Daraufhin stellte ich im Zeitraum vom 8. bis 11. November eine zweite Auszahlungsanfrage über 1.500 €. Während dieses gesamten Zeitraums wurde ich immer wieder vertröstet. Man erklärte mir, es komme aufgrund eines hohen Zahlungsaufkommens zu Verzögerungen, ich würde mein Geld jedoch sicher erhalten.

Am 13. November wurde mein Spielkonto plötzlich auf limitierte Einsätze beschränkt, ohne dass mir hierfür ein Grund genannt wurde.

Am 17./18. November konnte ich mich schließlich nicht mehr einloggen und erhielt folgende Fehlermeldung:

„Dein Konto wird gerade überprüft. Überprüfe unser Hilfezentrum für weitere Informationen."

Ich habe zu keiner Zeit gegen die AGB des Unternehmens verstoßen und bis heute keinerlei Begründung für die offenbar temporäre oder möglicherweise permanente Kontosperrung erhalten.

Sollten weitere Informationen erforderlich sein oder Rückfragen bestehen, lassen Sie es mich bitte wissen.

Vielen Dank für Ihre Unterstützung – das ist alles andere als selbstverständlich.

Mit freundlichen Grüßen

J***** H*****

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear surtex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• Have you had any successful withdrawals in the past, please?

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

Best regards,  

Katarina

Hello Katarina,

Here are the answers to your questions:

1) Live betting only (Esports FIFA betting)

2) I was never asked for verification - after all the problems, I inquired myself, but received no answer (regarding the necessary documents).

3) no bonuses used

4) Yes, I even received payments from Rabona in October/November.

Should you have any further questions, please let me know.

Thanks and best regards

surtex

Hallo Katarina,

anbei die Antworten zu deinen Fragen:

1) Ausschließlich Live Wetten (Esports Fifa Wetten)

2) Wurde nie zu einer Verifizierung aufgefordert - habe ich nach all den Problemen selbst erfragt, worauf mir keine Antwort genannt wurde (bzgl. der notwendigen Dokumente)

3) keine Boni verwendet

4) Ja, sogar im Oktober/November habe ich Auszahlungen von Rabona erhalten.

Sollten Sie weitere Fragen haben, lassen Sie es mich wissen.

Danke und VG

surtex

Dear surtex,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I have just forwarded you the email containing the live chats and emails between Rabona's support team and myself.

VG

surtex

Hallo Katarina,

ich habe Ihnen soeben die Mail mit den Live Chats sowie Mails zwischen dem Support von Rabona und mir übermittelt.

VG

surtex

Dear surtex,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Rabona Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear all,

Thank you for bringing this matter to our attention.

Please allow us some time to investigate the issue and gather more information. We will post a more detailed reply soon.

Your patience is much appreciated.

Kind regards,

Rabona Casino

Dear all,

Thank you for your patience during this time.

Please be informed that the complainant's account has been permanently closed as per our administrative decision on the basis of p. 3.9 of our Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

To pay out the remaining balance, we kindly ask the complainant to share the requested verification in response to our most recent email.

Your cooperation is much appreciated.

Kind regards,

Rabona Team

Dear Rabona Team,

I have sent you an email with the PDF documents you requested.

Please promptly pay out my outstanding payments as well as the remaining balance.

Thanks and best regards

surtex

Liebes Rabona Team,

ich habe Ihnen eine Mail mit den von Ihnen geforderten PDF Dokumenten zukommen lassen.

Bitte zahlen Sie mir zeitnah meine ausstehenden Auszahlungen als auch das restliche Guthaben aus.

Danke und VG

surtex

Thank you all for your cooperation.

Dear user,

Please update us whenever you receive your money.

Thank you in advance.

Respectfully,

Romi

Dear surtex,

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 everyone,

I still haven't received my money… all requested documents have already been submitted.

VG

surtex

Hallo zusammen,

ich habe mein Geld noch immer nicht erhalten… alle angeforderten Dokumente wurden bereits übermittelt.

VG

surtex

Hello all.

Dear Rabona Casino,

Could you provide an update about the verification, please?

Thank you in advance.

Respectfully,

Romi

Dear surtex,

We hope you are well.

Please note that we still require a photo of you (selfie) holding your ID card next to your face with our website opened in the background.

We kindly ask you to share the photo at your earliest convenience so we can complete the verification and proceed with a refund.

Your cooperation is much appreciated.

Kind regards,

Rabona Team

Dear Rabona Team,

I already sent you this image, as well as the other images, on December 15, 2025 (as requested by you).

The email contains a selfie with an ID card, bank card, and your website in the background.

I have just forwarded the email to you and Romi again and request a prompt transfer of the total amount.

VG

surtex

Liebes Rabona Team,

dieses Bild als auch die anderen Bilder habe ich Ihnen bereits am 15.12.2025 (wie von Ihnen angefordert) übermittelt.

In der Mail ist sowohl ein Selfie mit Ausweis als auch Bankkarte und Ihrer Website im Hintergrund zu finden.

Ich habe die Mail soeben Ihnen als auch Romi nochmals weitergeleitet und bitte um eine zeitnahe Überweisung des Gesamtbetrages.

VG

surtex

Hello everyone,

Today I received three automatically generated emails stating that the three payouts of €500 each have been cancelled. I hope this is because you are transferring the total amount, including my remaining balance, to me?

Please provide clarification as soon as possible.

Thanks and best regards

surtex

Hallo zusammen,

heute habe ich 3 Mails (automatisch generierte Mails) erhalten, dass die 3 Auszahlung i. H. v. 500€ jeweils storniert wurden. Ich hoffe, dass das daran liegt, dass Sie mir den Betrag in Summe inkl. des restlichen Guthabens überweisen?

Bitte um zeitnahe Klärung.

Danke und VG

surtex

Dear Rabona Casino,

Please explain why you are asking the player to provide the selfie he already provided once.

Thank you.

Respectfully,

Romi

Dear All,

Thank you for your follow-up.

We would like to clarify that we are in direct communication with the player via email regarding their verification. The latest documents provided by the player are currently being reviewed by our relevant department.

To ensure the highest level of security and accuracy, this final check is taking place now. We are closely monitoring the progress and will notify the player of the outcome and the status of their withdrawals as soon as the review is complete.

Thank you for your patience in the meantime.

Best regards,

Rabona Casino Team

Dear Rabona Casino Team,

Unfortunately, I have not yet received any feedback on the current status of my verification. Your last email was dated December 15, 2025, in which you asked me to submit the previously provided documents in a different file format. I complied with this request immediately.

About a week ago, you informed me that the verification process was well underway. I would therefore like to politely inquire how much longer this process is expected to take.

I request a prompt clarification of the matter and the subsequent transfer of the amount due to me.

Thank you in advance for your support.

VG

surtex

Sehr geehrtes Rabona Casino Team,

leider habe ich bislang keine Rückmeldung zum aktuellen Status meiner Verifizierung erhalten. Die letzte E-Mail von Ihnen datiert vom 15.12.2025, in der Sie mich gebeten haben, die bereits übermittelten Nachweise in einem anderen Dateiformat einzureichen. Dieser Aufforderung bin ich umgehend nachgekommen.

Vor etwa einer Woche teilten Sie mir mit, dass sich die Verifizierung in vollem Gange befinde. Ich möchte daher höflich nachfragen, wie lange dieser Prozess voraussichtlich noch andauern wird.

Ich bitte um eine zeitnahe Klärung des Sachverhalts sowie um die anschließende Überweisung des mir zustehenden Betrags.

Vielen Dank im Voraus für Ihre Unterstützung.

VG

surtex

Dear Surtex,

We require the transaction history for the credit card ending in 2842. We need a statement covering the period from 12.10.25 to 20.11.25. This must be the original, unmodified PDF file not modified.

Kind regards,

Rabona Team

Dear Rabona Team,

I'm slowly getting the feeling that they're just stalling for time and keep asking me to send the documents they requested, even though I've already submitted them.

In the same email with the other supporting documents, I have attached the original bank statement for both October and November, which shows numerous transactions between you and my account.

I request clarification.

Thanks and best regards

surtex

Sehr geehrtes Rabona Team,

so langsam werde ich das Gefühl nicht los, dass sie einfach nur Zeit schinden wollen und mir trotz bereits erfolgter Übermittlung der von Ihnen angeforderten Dokumente immer wieder erneut auffordern, diese zu übermitteln.

In der selben Mail mit den anderen Nachweisen habe ich sowohl für Oktober als auch November den originalen Kontoauszug beigefügt, wo zahlreiche Transaktionen zwischen Ihnen und meinem Konto hervorgehen.

Ich bitte um Klärung.

Danke und VG

surtex

Dear user,

Please make sure you send the requested document as soon as possible, covering the dates the casino asked for.

Best regards,

Romi

Ladies and Gentlemen

I have just sent the requested documents. I have copied Romi on the email.

Thanks and best regards

surtex

Sehr geehrte Damen und Herren,

ich habe soeben die angeforderten Dokumente übermittelt. In der Mail habe ich Romi auf CC gesetzt.

Danke und VG

surtex

Dear Surtex,

We can confirm that your documents have been successfully received.

They have been forwarded to our relevant department for review, and we will update you as soon as the process is complete.

Kind Regards,

Rabona Team

Okay - thank you very much.

Alles klar - vielen Dank.

Thank you, Rabona Casino, for the update.

Dear user,

Please keep us informed about any updates.

Thank you.

Respectfully,

Romi

Dear Casino Guru,

Upon reviewing the bank statements provided, we have identified discrepancies suggesting the files have been modified and are not in their original PDF format.

We are currently awaiting the original, unaltered transaction history for the period of 12.10.2025 – 20.11.2025 to proceed.

Kind Regards,

Rabona Team

Dear surtex,

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.

Dear Sir or Madam,

I have now sent you the two bank statements in original format and PDF format via email.

Please confirm receipt of the files.

Furthermore, I request a prompt conclusion to the review! You have received all requested documents from me, and these contain highly sensitive personal data!!!

Thanks and best regards

surtex

Sehr geehrte Damen u. Herren,

ich habe Ihnen nun die beiden Kontoauszüge im Originalformat und PDF-Format per Mail zugesendet.

Bitte bestätigen Sie mir den Erhalt der Dateien.

Darüber hinaus bitte ich um einen zeitnahen Abschluss der Prüfung! Sie haben alle angeforderten Dokumente von meiner Seite erhalten und es handelt sich dabei um hochsensible personenbezogene Daten!!!

Danke und VG

surtex

Good evening everyone,

I still haven't received my money or any feedback... is there any way to speed up the process a little?

Thanks and best regards

surtex

Guten Abend zusammen,

nach wie vor habe ich mein Geld sowie eine Rückmeldung nicht erhalten.. ist es irgendwie möglich, den Prozess ein wenig zu beschleunigen?

Danke und VG

surtex

Dear Rabona Casino,

Please update us about this case whenever possible.

Thank you in advance.

Respectfully,

Romi

Dear Casino Guru,

We can confirm that your documents have been successfully received.

They have been forwarded to our relevant department for review, and we will update you as soon as the process is complete.

Kind Regards,

Rabona Team

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.

Dear Casino Guru,

The player’s account has been successfully verified, and the withdrawal request has been finalized.

Kind Regards,

Rabona Team

Thank you, Rabona Casino, for the confirmation.

Dear user.

Please let us know whenever you receive your funds.

Best regards,

Romi

Dear surtex,

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,
Romi
Casino.Guru