Complaint #67 Rabona Casino

Identification problem

By Jukka L.

2 years ago

Rabona won't pay my money withdrawal, and they repeatedly rejects my identification documents even though they are exactly as requested, and they won't even respond to my emails.

I made a withdrawal request on 18.12.23. I waited a few days and on 21.12.23 I noticed that while logged into my game account, an account verification requirement had appeared on my account. There was no notification of this in my e-mail. After that, I immediately uploaded all the requested documents to their website.

On December 22, 2023, I noticed that my withdrawal request was canceled, even though I had not requested the cancellation myself. Some of my documents were also rejected for some reason.

I uploaded new versions of the rejected documents to the website. -At least the bank statement was again rejected, even though it was a completely original and official statement in pdf format, which I had checked to make sure everything was correct.

I re-uploaded the statement again, a new one, and it was rejected, even though it is as described and an official statement.

Every time the documents are rejected, I don't get any notification in my email, nor any explanation of what is wrong with the documents I sent.

I have already messaged their customer service twice and asked them for an explanation of the situation and possible additional instructions, but they have not responded anything to the messages for several days.

It has already been 13 days since the withdrawal request and it is's been 10 days since the account verification requirement appeared and I sent the documents.

The situation is becoming worrying because I feel that I have done everything right, sent everything requested, but the last document ( bank statement) is rejected all the time and my questions are not answered.

I am attaching copies of bank statements and email messages. I will be happy to provide additional information if needed.

I'd like to have my account verified immediately, and my withdrawals processed without problems as soon as possible. I also hope for a smooth conversation from their customer service from now on.

Thank you for your help!

Disputed Casino Rabona Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Rabona Casino

• Representative

2 years ago

Dear Customer,

Thank you for the update.

Best Regards,
Rabona

jhuki

• Finland

2 years ago

Hi! Rabona had accepted the identification documents on 2.1.24 and after that I still waited for 3 days for the withdrawals, which I have now received. So everything is fine now and the case can be closed. Thank you all!

AskGamblers

• Support Team

2 years ago

Dear @jhuki,

The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the disputed withdrawal request/s and let us know in a timely manner if you have received the payment/s.

Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Rabona Casino Complaint Stats

Resolved 73 / 76

Avg. Amount $1,786

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Rabona Casino Complaints

See all complaints for this casino

No Withdrawal

Hello,

I made a withdrawal at Rabona Casino on 27/05/2026, and the payment status has not changed since then. I have only received standard responses from customer support, without any progress or resolution.

According to the stated terms, withdrawals should be processed within 3 business days, and this timeframe has clearly been exceeded.

I would therefore like to ask the AskGamblers team for assistance in resolving this issue.

Kind regards

11h left

€455

Is delaying KYC verification and withholding my remaining balance

I would like to file a complaint against Rabona regarding an unreasonable and ongoing delay with my account verification and the transfer of my remaining balance.

My account had already been verified before, but I was later asked to complete the KYC verification process again. I complied with this request and submitted the required documents multiple times. Despite this, my case has still not been resolved.

I also contacted their complaints team by email, as instructed. They replied asking again for verification documents, which I provided. After that, I waited for more than two additional weeks, but there was still no actual progress or final decision.

Since February, I have been receiving repeated messages apologising for the inconvenience and asking for more patience, but no clear timeframe has been provided and no meaningful action has been taken. I have fully cooperated throughout the process and submitted everything requested from me.

My complaint is that Rabona is excessively delaying the KYC review and, as a result, withholding access to my remaining balance without giving a proper resolution date.

What I want:

Immediate completion of the KYC review, or

Immediate transfer of my remaining balance.

I provide copies of my communication with support and the complaints team, as well as proof that I submitted the requested documents multiple times.

Resolved

Withdrawal delayed for no reason for unknown amount of time

I have requested a withdrawal of 305 euros on 15.04.2026 and haven't received my money since that day, despite the casino saying that withdrawal takes 3 working days.

Every time I ask about my withdrawal in Live chat, I always get the same answer that I should "wait for a little more" without specifying any timeframe of how long I should wait.

Resolved

€305

Account closed and funds not paid out

My Rabona account was closed by administrative decision without clear explanation.

At the time of closure, I had approximately 950,000 HUF remaining in my account. I was informed that the account cannot be reopened, but I was not given a clear reason for the closure.

I have already contacted support multiple times. They confirmed the account closure but did not provide detailed justification. Recently, they informed me that my withdrawal request has been forwarded and the investigation is ongoing.

I am requesting the full payout of my remaining balance.

I am willing to provide any documents required for verification (KYC), and I am fully cooperative.

Please assist me in resolving this issue, as a significant amount of my funds is being withheld without proper explanation.

Resolved

Ft950,000

Withdrawal not processed after 15 days

Hi,

I submitted a withdrawal of 280 euros 15 days ago, and it has not been processed yet. The casino did not respect its own terms and conditions, which state that withdrawals are processed within 3 days.

I have contacted them many time and they keep saying to wait, their support chat keeps sending Ai answers and their complaint team via email does not answer.

You will find proof below.

Rejected

€280

Unreasonable withdrawal limits for large winnings

I would like to file a complaint regarding Rabona Casino and their withdrawal limits.

I won approximately 30,000,000 HUF on their platform. My account is currently limited to a monthly withdrawal limit of 2,800,000 HUF.

At this rate it would take more than 10 months to withdraw my legitimate winnings, which I believe is an unreasonable and unfair delay for access to player funds.

I contacted Rabona support and requested either a temporary withdrawal limit increase or a payout schedule due to the size of the win, but they refused and stated that the limits are determined automatically by the system.

I am not disputing the winnings themselves, only requesting a reasonable timeframe to withdraw my funds.

I kindly ask the regulator to review this case and help ensure a fair withdrawal process.

Resolved

Ft13,500,000

19 Days and still waiting

I have now waited 19 days for my crypto withdrawal.

This site is very unserious, chat can't help me, they just say they are sorry

Why are you not sending my withdrawal?

I actually think they don't have money to pay me =/

2427€ is why they OWE me.

Please pay me asap this is not ok I did not make deposit to your site for you to borrow my money.

Resolved

€2,427

Over 40 days KYC verification delay

Dear AskGamblers Team,

I am writing to formally submit a complaint against Rabona Casino regarding an unreasonably long and unacceptable Know Your Customer (KYC) verification process.

Balance Held: Approximately 2,000,000 HUF (Hungarian Forints) - 5000euro

Date the issue started: December 9, 2025

Date documents were submitted: December 10, 2025

On December 9, 2025, my account was blocked for a mandatory KYC review. The following day, December 10, I submitted all requested identification documents (ID card, proof of address/utility bill).

It has now been over 40 days since I provided the documentation, and the verification process is still pending. My account remains locked, and I cannot access my funds.

I have not received any feedback from Rabona's support team suggesting the documents were insufficient or incorrect. I have contacted their support via email ([email protected]) and Live Chat multiple times without receiving an effective resolution or clear explanation for the extensive delay.

This excessive delay (over 40 days) is far beyond standard industry timeframes (which are usually 1-5 business days).

Desired Outcome:

I kindly request AskGamblers to mediate and help facilitate the urgent completion of my KYC verification process and the immediate unlocking of my account so I can access my legitimate winnings.

Thank you for your assistance.

Sincerely,

Resolved

€5,000

Lack of response to the withdrawal process and procrastination

The delays and all my correspondence are met with automated responses. It's been almost a month and 20 days now and I still can't withdraw my money. They keep telling me they're responding and the withdrawal will be processed, but I wait in vain. I've run out of patience and need a solution.
I receive a response, and they always tell me there's a problem or issue with the payment provider.

Resolved

$500

Rabona withdrawal delay

I won $6,372.00 on rabona casino and requested my first withdrawal over two weeks ago and I have yet to receive it. I contacted their support system and they told me they'll let the "payments team" know about it but nothing was done afterwards. This happened on multiple occasions. When I go to my verification status, it says my account doesn't need to be verified at the moment, and the support said nothing about verification either. So I'm not sure what's causing this major delay and I'd like some assistance in that rearguard. Thank you.

Unresolved

$6,372