My account was blocked with 2215 Euros
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.
My account was closed around 2215€ of won money is still frozen there on my closed account. Before the account was closed, after making a deposit, I managed to win a large amount, part of which was withdrawn. This amount has been allocated without verification. Since the site only allows withdrawals of €422 within 24 hours, I was unable to withdraw my winnings all at once, which is unfair to players. So, for the remaining 2215 euros, I received an account identification request from the rabona site, which is completely understandable.Rabona wanted me to send a bank statement, not any bank statement as other betting companies, but a full bank statement of the last 3 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, as well as my full bank statement. The verification was done on the site, but some of the documents they requested could not be uploaded to their system, so I forwarded them to them by e-mail at their request. This correspondence was conducted in my own language because it is possible to communicate with their operators in Hungarian as well. Of course, I will enclose them in English. 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:
"It was the administration decision, without the possibility to reopen". So they did close my account after letting me wait almost weeks for the completion of a very complicated and too private(!) verification process and finally decide to refuse my verification and subtract 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.
They asked for proof of address, revolut EUR statement, card certificate.
Rabona Casino Complaint Stats
Rabona Casino Complaint Summary
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