Complaint #162 Rabona Casino

Over 40 days KYC verification delay

By Ramóna D.

4 months ago

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,

Disputed Casino Rabona Casino

Reason Verification issues

Amount €5000

Discussion

AskGamblers

• Support Team

4 months 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

4 months ago

Dear ramona91,

Thank you for your patience.

We would like to inform you that all withdrawal requests have been completed successfully.

Thank you again for your understanding.

Kind regards,
Rabona Team

ramona91

• Hungary

4 months ago

The payment has been completed, thank you for your help.

Rabona Casino

• Representative

4 months ago

Dear ramona91,

Thank you for your message.

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your pending withdrawals.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,
Rabona Team

Rabona Casino Complaint Stats

Resolved 73 / 76

Avg. Amount $1,786

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

COMPLAINT REFERRED BY AGCCS PARTNER Apostaconfiavel (215)

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

50h 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.

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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.

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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.

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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.

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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.

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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.

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19 Days and still waiting

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2427€ is why they OWE me.

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Rabona withdrawal delay

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Formal complain for Rabona casino

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