Complaint #23
Rabona Sportsbook
Rabona deliberately withholding balance via endless five month KYC stalling tactic
2 months ago
I am filing a formal complaint against Rabona (operated by Naale Limited, Licence 1020581) for the highly unacceptable and unjustified retention of my €2,687.97 withdrawal. My account verification and withdrawal have been pending since October 30, 2025. This is a deliberate 5 month delay orchestrated through abusive KYC practices.
Rabona compliance team has systematically moved the goalposts every time I have fulfilled their requirements. Their handling of my account demonstrates a clear intent to delay a legitimate payout indefinitely.
Phase 1: Exhaustive Verification Cleared
Initially, I was subjected to a grueling Proof of Identity and a highly intrusive Proof of Funds and Wealth verification process. I complied fully by compiling and submitting a massive file of over one hundred pages. This enormous file contained countless different financial documents proving my legitimate source of wealth. I successfully passed these stages, yet instead of releasing my funds, Rabona immediately shifted to obstructing my Proof of Address verification.
Phase 2: Manufactured Excuses for Document Rejection
To fulfill the Proof of Address requirement, I initially submitted plenty of different official documents to satisfy their requests. Because I reside in a corporate rental, I proactively provided a comprehensive file that included the highest legal proof of residence available in Spain (an official government issued Volante de Empadronamiento), along with my corporate lease, tenancy certificates, and utility bills. Rabona rejected this massive submission on a purely manufactured technicality by claiming it was declined solely because it was a "merged PDF."
Phase 3: The Current Deliberate Stall and Refusal to Verify
Following their exact instructions, I immediately uploaded the single, unmerged, original Volante de Empadronamiento PDF directly downloaded from the Barcelona City Hall portal, complete with the government Secure Verification Code (CSV).
Now that they have the exact document they demanded, in the exact format they requested, and have absolutely no valid excuses left to reject it, they have simply stopped reviewing my account entirely.
- The official government document has been sitting indefinitely in Pending status for weeks.
- They are completely ignoring my direct emails.
- They missed a formal deadline I provided to resolve this issue.
Resolution Demanded:
This 5 month delay is a predatory abuse of the KYC process. I have successfully verified this exact same document with highly regulated European operators. Rabona must immediately review and approve the original PDF currently sitting in my profile, update my registered address, and process my €2,687.97 withdrawal without any further manufactured delays.
Rabona compliance team has systematically moved the goalposts every time I have fulfilled their requirements. Their handling of my account demonstrates a clear intent to delay a legitimate payout indefinitely.
Phase 1: Exhaustive Verification Cleared
Initially, I was subjected to a grueling Proof of Identity and a highly intrusive Proof of Funds and Wealth verification process. I complied fully by compiling and submitting a massive file of over one hundred pages. This enormous file contained countless different financial documents proving my legitimate source of wealth. I successfully passed these stages, yet instead of releasing my funds, Rabona immediately shifted to obstructing my Proof of Address verification.
Phase 2: Manufactured Excuses for Document Rejection
To fulfill the Proof of Address requirement, I initially submitted plenty of different official documents to satisfy their requests. Because I reside in a corporate rental, I proactively provided a comprehensive file that included the highest legal proof of residence available in Spain (an official government issued Volante de Empadronamiento), along with my corporate lease, tenancy certificates, and utility bills. Rabona rejected this massive submission on a purely manufactured technicality by claiming it was declined solely because it was a "merged PDF."
Phase 3: The Current Deliberate Stall and Refusal to Verify
Following their exact instructions, I immediately uploaded the single, unmerged, original Volante de Empadronamiento PDF directly downloaded from the Barcelona City Hall portal, complete with the government Secure Verification Code (CSV).
Now that they have the exact document they demanded, in the exact format they requested, and have absolutely no valid excuses left to reject it, they have simply stopped reviewing my account entirely.
- The official government document has been sitting indefinitely in Pending status for weeks.
- They are completely ignoring my direct emails.
- They missed a formal deadline I provided to resolve this issue.
Resolution Demanded:
This 5 month delay is a predatory abuse of the KYC process. I have successfully verified this exact same document with highly regulated European operators. Rabona must immediately review and approve the original PDF currently sitting in my profile, update my registered address, and process my €2,687.97 withdrawal without any further manufactured delays.
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