Complaint #23 Rabona Sportsbook

Rabona deliberately withholding balance via endless five month KYC stalling tactic

By GCVGN

6 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.

Disputed sportsbook Rabona Sportsbook

Reason Verification issues

Amount €2687.97

Discussion

GCVGN

6 months ago

Dear AskGamblers Complaint Team,

As of today, I have received absolutely no communication or updates from their team. My official Proof of Address document is still being held in the "Under review" status on my profile, and my account remains completely blocked from making withdrawals.

Thank you for your time and continued assistance.

Best regards,

Gaspar Cavaignac

AskGamblers

• Support Team

6 months ago

Dear Rabona Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Rabona Sportsbook Complaint Stats

Resolved 9 / 33

Avg. Amount $1,426

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

Rabona Sportsbook Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 9 out of 32 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 7 days.

Rabona Sportsbook Complaints

See all complaints for this sportsbook

Withdrawal delayed since October 10th

Dear AskGamblersTeam,

I am filing this complaint against Rabona due to an unjustified delay of my withdrawal, which is a direct breach of their own Terms & Conditions

On October 10th, 2026, I submitted a withdrawal request of 91 EUR to my Skrill account (Transaction ID: aad08a1f-5f1b-4602-ab1b-e198cd481058). The withdrawal is currently still stuck in the "Under review" status. According to Rabona's Terms & Conditions, Clause 6.15 clearly states: "Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made".

Today is October 19th, which means 5 full business days have passed. They have exceeded their stated maximum processing timeframe. I have contacted Rabona's Live Chat regarding this delay. The support agents simply apologize and tell me to wait. Most importantly, Rabona has not requested any KYC documents from me. I explicitly told their support that I am ready to provide any identity or payment verification documents immediately if needed, but they confirmed that no documents are required and there are no obstacles to my payout.

My deposit was fully wagered according to the rules. The operator is intentionally stalling the payment without any valid reason. I request your mediation to ensure Rabona processes my 91 EUR withdrawal to Skrill immediately. I have attached a screenshot of the pending transaction showing the date, amount, and transaction ID.

Thank you for your assistance.

Best regards,

peteseppa

Resolved

€91

Delayed withdrawal 401 EUR

I have a delayed withdrawal of €401 from Rabona.

It has been about a week now.

I have sent an email to reach their “finance department,” but I haven't received any response.

I contact them through their customer support “live chat” every day, and they don't give me any real answers. They only say things like, “The money is safe,” “The team is working on this every day,” and “They will send a note to the finance team to look into your problem.”

Unresolved

€401

Problems with payments

Rabona Refuses-AGAIN- to Pay Three Withdrawals – Repeated Delays and No Concrete Payment Date

I am filing this complaint against Rabona because my three withdrawals have been delayed for 12, 11 and 10 days, respectively, and I have still not received my money.

My account is fully verified, I have no active bonuses, and I have successfully withdrawn money from Rabona in the past. There is no issue with account verification that has been communicated to me.

I have contacted Rabona customer support repeatedly, but I receive the same generic responses every time:

“We understand your frustration.”
“Your money is safe.”
The finance team is experiencing a high volume of requests and is processing withdrawals manually.

Despite my repeated requests, Rabona has failed to provide a specific reason for the delays or a confirmed payment date.

I find this situation completely unacceptable. Repeatedly telling a customer that their money is safe does not explain why the funds have not been paid out.

I have already contacted Rabona numerous times and attempted to resolve this matter directly. I have also contacted the relevant licensing authority. Despite these efforts, I remain without my money and without a meaningful explanation.

I am requesting AskGamblers' assistance in obtaining a substantive response from Rabona.

I want Rabona to:

Explain the specific reason for the delay affecting each withdrawal.
Confirm the current status of all three withdrawals.
Pay the full outstanding amount without further unnecessary delay.

I am not seeking bonuses, compensation or special treatment. I simply want to withdraw my own funds.

I do not consider another generic apology or an assurance that my money is safe to be an acceptable resolution. I expect payment, not more promises.

I ask AskGamblers to review this complaint and help obtain a concrete resolution from Rabona

I can provide screenshots of the pending withdrawals and Rabona's repeated responses as evidence.

Resolved

kr15,000

Delayed TRX Withdrawal Still Under Review

I requested a cryptocurrency withdrawal of 91 usd equivalent in TRX from Rabona on October 3, 2026.

As of October 8, 2026, my withdrawal is still marked as "Under Review", and I have not received the funds.

I have contacted Rabona's customer support team repeatedly, but despite reaching out multiple times, I have not received any meaningful assistance, clear explanation, or resolution. Every time I contact support, the issue remains unresolved, and my withdrawal continues to be delayed.

I am extremely disappointed with the lack of progress and transparency regarding my payment.

I am requesting that Rabona investigate this delay, process my pending withdrawal immediately, and provide a clear explanation for why my funds have not been released.

I will update this review if my payment is completed.

Unresolved

$91

Problems with payments

I am submitting a formal complaint against Rabona (operated by Rabidi N.V.), which is licensed under Curaçao.

My current account balance is approximately 163,380 NOK.

I have requested withdrawals, but:
- Each withdrawal is limited to 5,000 NOK
- Only a limited number of withdrawals can be processed at a time
- My current withdrawals have been stuck in “under review” for over 10 days

This is far beyond any reasonable processing time.

According to industry standards, withdrawals should be processed within 24–72 hours. Instead, I am receiving only generic and repetitive responses such as:
“Your funds are safe” and “We are checking your account”

No specific reason for the delay has been provided.

My account is fully verified, and I have complied with all KYC and platform requirements. There are no active bonuses or violations.

The imposed withdrawal limits combined with the ongoing delays effectively prevent me from accessing my own funds in a fair and timely manner.

This creates an unfair and potentially abusive situation where:
- The operator delays payments without justification
- Withdrawal limits are used to restrict access to funds
- No clear processing timeline is provided

I have already contacted support multiple times and requested:
- Immediate processing of my withdrawals
- A clear explanation for the delay
- Increased withdrawal limits or a manual payout

None of these requests have been addressed.

I am requesting AskGamblers to intervene and require Rabona to:
1. Process my pending withdrawals immediately
2. Provide a clear and transparent explanation for the delays
3. Offer a reasonable method to withdraw my full balance without excessive restrictions

I can provide full documentation, including screenshots of:
- Account balance
- Withdrawal requests
- Chat communication

This situation is unacceptable and requires immediate resolution.

Resolved

kr15,000

Withdrawal blocked by KYC for around 2 months

Hello AskGamblers team, I am opening this complaint against Rabona because my account verification (KYC) has been stuck for around two months, blocking a withdrawal of €2,000.Here is a summary of the situation:

My winnings come exclusively from sports betting (sportsbook).I have already provided all the requested documents (ID, proof of address, payment method).My account was previously verified, but the casino requested a re-verification. It has now been weeks since I submitted everything, and my documents are still "pending review".Every time I contact the live chat, I only receive automated answers telling me to "please wait". This excessive delay feels like intentional retention of my funds.

I have followed all the rules and my bets were placed on real sports events. I kindly ask Rabona to review my documents immediately, validate my KYC, and process my €2,000 withdrawal.Thank you for your assistance.

Unresolved

€2,000

My 283 euros withdrawal was not processed despite repeated complaints

Dear AskGamblers Complaints Team,

I am submitting this complaint regarding an unresolved withdrawal from my RABONA account.

I requested a withdrawal of approximately €283, but the funds have still not been paid to me.

I have contacted RABONA’s customer support several times and subsequently followed their formal complaints procedure. Despite my repeated requests, I have not received a satisfactory response explaining the reason for the continued delay or confirming when my funds will be released.

I have also followed the complaints procedure described in RABONA’s Terms and Conditions, including submitting a formal complaint to their complaints department.

According to section 13.7 of RABONA’s Terms and Conditions, the complaints committee should inform the player of the outcome within 10 days, except in exceptionally complex cases. This period has elapsed without a satisfactory resolution.

Furthermore, section 13.8 refers to external dispute-resolution options if the player is not satisfied with the outcome. However, the link provided by RABONA for these external options currently leads to a 404 error page, making it impossible for me to access the procedure referred to in their own Terms and Conditions.

I am therefore requesting assistance in resolving this matter and recovering the €283 currently owed to me.

I can provide screenshots of:

* the withdrawal request;

* my account/withdrawal history;

* all communications with RABONA;

* my formal complaint;

* RABONA’s Terms and Conditions, including sections 13.7 and 13.8;

* and the 404 error encountered when following the external dispute-resolution link.

I would appreciate your assistance in obtaining a clear explanation from RABONA and, most importantly, the payment of my outstanding withdrawal.

Withdrawal amount: €283

Withdrawal date: 03 May 2026.

Kind regards,