Rabona Casino - Die Auszahlung des Spielers verzögert sich.

Dear Casino Guru Team,

I am contacting you because I have been waiting for a €500 payment from Rabona for 17 days. The payment was requested over two weeks ago and has remained stuck on the "Processing" status ever since.

My player account is fully verified, and I have no outstanding obligations or document requests.

The casino's delaying tactics are extremely frustrating:

Support stalling: In live support, I am constantly fobbed off with standardized text modules ("Please be patient", "The finance department is working on it").

Chat interruptions: As soon as I confront the staff in the chat with the facts and their own terms and conditions (3 working days processing time) and ask specific questions, the conversation is simply ended arbitrarily by the support team.

Email ignorance: My written inquiries via email are either completely ignored or sometimes don't even get through.

This behavior is completely unprofessional and violates fair play rules. I have meticulously documented the entire process, including the payout status and all chat interruptions, via screenshots and emails, and I am happy to provide this evidence.

I politely request that Casino Guru mediate in this case so that Rabona finally releases the blocked payout of €500.

Thank you for your support.

Best regards,

Sehr geehrtes Casino Guru Team,

ich wende mich an Sie, da ich seit 17 Tagen auf eine Auszahlung in Höhe von 500 Euro bei Rabona warte. Die Auszahlung wurde vor über zwei Wochen beantragt und steht seitdem unverändert auf dem Status „In Bearbeitung".

Mein Spielerkonto ist vollständig verifiziert, und es liegen meinerseits keine offenen Pflichten oder Dokumentenanforderungen vor.

Die Verzögerungstaktik des Casinos ist extrem frustrierend:

Support-Hinhaltung: Im Live-Support werde ich täglich ausschließlich mit standardisierten Textbausteinen vertröstet („Bitte haben Sie Geduld", „Die Finanzabteilung arbeitet daran").

Chat-Abbrüche: Sobald ich die Mitarbeiter im Chat mit den Fakten und den eigenen AGB (3 Werktage Bearbeitungszeit) konfrontiere und konkrete Nachfragen stelle, wird das Gespräch vom Support einfach willkürlich beendet.

E-Mail-Ignoranz: Meine schriftlichen Anfragen per E-Mail werden entweder komplett ignoriert oder kommen teilweise gar nicht erst durch.

Dieses Verhalten ist absolut unprofessionell und verstößt gegen die fairen Spielregeln. Ich habe den gesamten Verlauf, den Auszahlungsstatus sowie die Chat-Abbrüche lückenlos per Screenshot und E-Mail dokumentiert und stelle diese Beweise gerne zur Verfügung.

Ich bitte Casino Guru höflich darum, in diesem Fall zu vermitteln, damit Rabona die blockierte Auszahlung von 500 € endlich freigibt.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen,

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before? If so, could you please specify when you made your last successful withdrawal and approximately how long it took to be processed?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Have you accumulated the €500 in winnings with or without an active bonus?
• You mentioned that you have communicated with the casino several times regarding the delayed withdrawal. Could you please forward any relevant emails and live chat transcripts showing the casino's responses and any explanation they provided for the delay to me at veronika.f@casino.guru?

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

Best regards

Veronika