Complaint #45
Rabona Casino
1300 Euros refused payout and closed account after verification
3 years ago
Hello,
first of all I want to say I am really upset and frustrated by what I experienced with Rabona.
The hard facts: My account was closed and around 1300€ of won money is still frozen there on my closed account.
Why did this happen according to Rabona? The (live) support said my account was not successfully verified due to "a third party as source of funding". This wrongful claim was not justified by any reference to any document I sent them during my verification process nor could they give me any detailed statement why they make that assertion. By contacting the support at [email protected] I get ignored and no answer came in until now. Only the live support can be contacted and I get the short answer described above.
What particularly exacerbates my frustration is that Rabona allowed me to play without verification for a pretty long time (from February 2023 until May 2023). I was allowed to deposit my money without verification. It is not even possible to initiate the verification process on the customer's will on their website, since under the verification tab they only say "your account does not need any verification yet". While no verification is required during the deposit stage, an extensive verification process is suddenly enforced at the withdrawal stage. This policy is both unfair and unjust, as it creates a significant disadvantage for players like myself who have already placed their trust in your platform by making deposits and engaging in betting activities.
Starting from my deposit of 200€ and a very nice winning streak at sports betting I won pretty nice money with hundreds of bets. After paying out 1200€ I could still bet there and finally I got limited. When I tried to pay out the remaining 1300€ of my Account suddenly a verification was required, which is, in general of course, okay! But, Rabona wanted me to send a bank statement, not any bank statement as other betting companies, but a full bank statement of the last 6 months where all my payments to Rabona could be seen. I was not allowed to redact any other payments, which is totally unprofessional, since bank statements consist of very sensible data. But okay, because I wanted my money, I collaborated and sent them everything they wanted, also my full bank statement. Afterwards they let me wait for a lot of time and on my request when my verification can be completed they just told me there is so much to do and I should please be patient. So i was patient. But in the end, my account was suddenly closed when I tried to login again after some days.
After contacting the live support a last time just a few minutes before I wrote this complaint the answer of the support on my question if they could give me further information about my closed account and frozen money was:
"I apologize for the massive delay in the chat, and I understand that the responses have been coming very slowly. The manager has advised that you send us an email, as they will be able to address all of your questions there."
This is funny because almost 2 weeks before I already sent an email when the support told me exactly the same. But an answer is still missing.
To recap: Rabona did close my account after letting me wait almost 2 weeks for the completion of a very complicated and too private(!) verification process and did finally decide to refuse my verification and subtracting all my remaining winnings. An answer why exactly they did this has still not arrived. I want to emphasize that I did nothing wrong but winning money on their website.
first of all I want to say I am really upset and frustrated by what I experienced with Rabona.
The hard facts: My account was closed and around 1300€ of won money is still frozen there on my closed account.
Why did this happen according to Rabona? The (live) support said my account was not successfully verified due to "a third party as source of funding". This wrongful claim was not justified by any reference to any document I sent them during my verification process nor could they give me any detailed statement why they make that assertion. By contacting the support at [email protected] I get ignored and no answer came in until now. Only the live support can be contacted and I get the short answer described above.
What particularly exacerbates my frustration is that Rabona allowed me to play without verification for a pretty long time (from February 2023 until May 2023). I was allowed to deposit my money without verification. It is not even possible to initiate the verification process on the customer's will on their website, since under the verification tab they only say "your account does not need any verification yet". While no verification is required during the deposit stage, an extensive verification process is suddenly enforced at the withdrawal stage. This policy is both unfair and unjust, as it creates a significant disadvantage for players like myself who have already placed their trust in your platform by making deposits and engaging in betting activities.
Starting from my deposit of 200€ and a very nice winning streak at sports betting I won pretty nice money with hundreds of bets. After paying out 1200€ I could still bet there and finally I got limited. When I tried to pay out the remaining 1300€ of my Account suddenly a verification was required, which is, in general of course, okay! But, Rabona wanted me to send a bank statement, not any bank statement as other betting companies, but a full bank statement of the last 6 months where all my payments to Rabona could be seen. I was not allowed to redact any other payments, which is totally unprofessional, since bank statements consist of very sensible data. But okay, because I wanted my money, I collaborated and sent them everything they wanted, also my full bank statement. Afterwards they let me wait for a lot of time and on my request when my verification can be completed they just told me there is so much to do and I should please be patient. So i was patient. But in the end, my account was suddenly closed when I tried to login again after some days.
After contacting the live support a last time just a few minutes before I wrote this complaint the answer of the support on my question if they could give me further information about my closed account and frozen money was:
"I apologize for the massive delay in the chat, and I understand that the responses have been coming very slowly. The manager has advised that you send us an email, as they will be able to address all of your questions there."
This is funny because almost 2 weeks before I already sent an email when the support told me exactly the same. But an answer is still missing.
To recap: Rabona did close my account after letting me wait almost 2 weeks for the completion of a very complicated and too private(!) verification process and did finally decide to refuse my verification and subtracting all my remaining winnings. An answer why exactly they did this has still not arrived. I want to emphasize that I did nothing wrong but winning money on their website.
Rabona Casino Complaint Stats
Resolved
82 / 86
Avg. Amount
$1,836
Avg. Complaint Duration
7 days
Avg. Response Time
2 days
Rabona Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 69 out of 73 complaints in this category have been resolved.
This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.
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