Complaint #11
Rabona Sportsbook
Complaint against Rabona Account blocked and 20 euros withdrawal not paid
7 months ago
Hello,
I would like to submit an official complaint against Rabona Casino regarding the suspension of my account without prior notice and the non-payment of a €20 withdrawal.
1. Initial situation
On [October 22] I contacted Rabona support because my account had been blocked without warning, while a withdrawal request was still pending.
My initial message:
“Hello,
I am contacting you because my Rabona account has been blocked without any prior notice or explanation.
I don’t understand this decision, especially since a withdrawal was pending at the time of the block.
I would appreciate it if you could let me know the reason for this suspension and help resolve the issue as soon as possible.
I would also like to have information about the status of my pending withdrawal.
Thank you in advance for your help and prompt reply.
Kind regards.”
2. Rabona’s first reply
Support informed me that the casino had ceased operations, but reassured me that my funds were safe and would be processed:
“The casino has ceased operations, but rest assured: your funds are safe and remain accessible.
Any remaining balance on your account will be processed and paid out to your registered withdrawal method as soon as possible.”
3. Withdrawal cancelled despite this assurance
Shortly after that message, I received another email stating that my withdrawal had been cancelled, which directly contradicted their previous promise.
I sent the following reply:
“Hello,
I have noted your message informing me that the casino is closing.
You assured me that my remaining funds would still be transferred despite my account being deactivated.
However, I have now received another message saying that my withdrawal was cancelled, which is inconsistent with your earlier statement.
I therefore ask for clear explanations regarding this cancellation and for the exact procedure to recover my remaining funds.
Please confirm:
– The total amount of funds remaining;
– The transfer method;
– The estimated processing time.
If I do not receive a valid response or refund, I will contact the relevant authorities and gaming regulators.
Looking forward to your urgent reply.”
4. Request for banking details
On October 23, 2025, I received the following message from Rabona support:
“Dear Ugo,
Please note that to proceed with the manual withdrawal of your account balance, we need the following information:
– Full name
– Email address
– IBAN or bank account number
– BIC
– Bank name and city
– Country of residence
Thank you for your cooperation.”
I provided all the requested information on the same day.
5. No confirmation or payment
More than five days passed, and I did not receive any confirmation or refund.
I then sent another follow-up message:
“Hello,
I’m following up on the €20 withdrawal that was cancelled on my Rabona account.
I have followed your instructions and sent my banking details (IBAN, BIC, etc.) more than five days ago.
However, I have not received any confirmation or refund so far.
Could you please confirm that you have received my documents and let me know when the payment will be made?
Thank you in advance for your help.
Kind regards.”
As of November 1st, 2025, I have still received no reply, and no refund has been processed despite several messages and the submission of my personal banking information.
6. What I am requesting
I kindly ask Rabona to:
Confirm the receipt of my banking details;
Process the €20 withdrawal immediately;
Provide proof of payment or an official explanation if the transfer cannot be made.
7. Conclusion
I regret the lack of communication and transparency from Rabona.
I only wish to recover my €20 balance, which I am fully entitled to and which the casino previously confirmed would be paid.
Thank you to the AskGamblers team for reviewing my case and assisting in resolving this issue.
Kind regards,
I would like to submit an official complaint against Rabona Casino regarding the suspension of my account without prior notice and the non-payment of a €20 withdrawal.
1. Initial situation
On [October 22] I contacted Rabona support because my account had been blocked without warning, while a withdrawal request was still pending.
My initial message:
“Hello,
I am contacting you because my Rabona account has been blocked without any prior notice or explanation.
I don’t understand this decision, especially since a withdrawal was pending at the time of the block.
I would appreciate it if you could let me know the reason for this suspension and help resolve the issue as soon as possible.
I would also like to have information about the status of my pending withdrawal.
Thank you in advance for your help and prompt reply.
Kind regards.”
2. Rabona’s first reply
Support informed me that the casino had ceased operations, but reassured me that my funds were safe and would be processed:
“The casino has ceased operations, but rest assured: your funds are safe and remain accessible.
Any remaining balance on your account will be processed and paid out to your registered withdrawal method as soon as possible.”
3. Withdrawal cancelled despite this assurance
Shortly after that message, I received another email stating that my withdrawal had been cancelled, which directly contradicted their previous promise.
I sent the following reply:
“Hello,
I have noted your message informing me that the casino is closing.
You assured me that my remaining funds would still be transferred despite my account being deactivated.
However, I have now received another message saying that my withdrawal was cancelled, which is inconsistent with your earlier statement.
I therefore ask for clear explanations regarding this cancellation and for the exact procedure to recover my remaining funds.
Please confirm:
– The total amount of funds remaining;
– The transfer method;
– The estimated processing time.
If I do not receive a valid response or refund, I will contact the relevant authorities and gaming regulators.
Looking forward to your urgent reply.”
4. Request for banking details
On October 23, 2025, I received the following message from Rabona support:
“Dear Ugo,
Please note that to proceed with the manual withdrawal of your account balance, we need the following information:
– Full name
– Email address
– IBAN or bank account number
– BIC
– Bank name and city
– Country of residence
Thank you for your cooperation.”
I provided all the requested information on the same day.
5. No confirmation or payment
More than five days passed, and I did not receive any confirmation or refund.
I then sent another follow-up message:
“Hello,
I’m following up on the €20 withdrawal that was cancelled on my Rabona account.
I have followed your instructions and sent my banking details (IBAN, BIC, etc.) more than five days ago.
However, I have not received any confirmation or refund so far.
Could you please confirm that you have received my documents and let me know when the payment will be made?
Thank you in advance for your help.
Kind regards.”
As of November 1st, 2025, I have still received no reply, and no refund has been processed despite several messages and the submission of my personal banking information.
6. What I am requesting
I kindly ask Rabona to:
Confirm the receipt of my banking details;
Process the €20 withdrawal immediately;
Provide proof of payment or an official explanation if the transfer cannot be made.
7. Conclusion
I regret the lack of communication and transparency from Rabona.
I only wish to recover my €20 balance, which I am fully entitled to and which the casino previously confirmed would be paid.
Thank you to the AskGamblers team for reviewing my case and assisting in resolving this issue.
Kind regards,
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