Complaint #140 Rabona Casino

Unusable Bonus Points Due to Platform Glitch

By talpa98

1 year ago

I’m writing to request your assistance in resolving a technical issue I’ve been facing with Rabona Casino.

Following their recent platform update—which, in many ways, was a positive improvement—they introduced a new feature allowing users to redeem accumulated points for football player “collections,” which in turn provide valuable rewards.

As a long-time and consistent customer, I have accumulated a significant number of points over the years and was ready to redeem them. However, due to what appears to be a software glitch, the page to redeem these points for rewards fails to load properly and gets stuck in an infinite loading screen. This issue has prevented me from claiming any rewards, despite having a large amount of eligible points.

I have already contacted Rabona’s support team multiple times, but have received no resolution. I have also tried accessing the site using different devices, incognito mode, and after clearing cache and cookies—but the issue persists.

These points were rightfully earned through regular gameplay and loyalty, and it is extremely frustrating not to be able to use them due to a technical fault on their end.

I kindly ask for your help in intervening with Rabona Casino to ensure that my points can be redeemed or that I am fairly compensated for the issue.

Thank you for your time and support.

Disputed Casino Rabona Casino

Reason Software glitch

Discussion

AskGamblers

• Support Team

11 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Rabona Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Rabona Casino

• Representative

11 months ago

Dear talpa98,

We have reviewed your case in detail.

Please note that the inability to redeem your accumulated points is because your account has been excluded from participation in the loyalty and bonus program. This is in line with our Terms and Conditions:

Section 7.3: “We reserve the right to deny a bonus to any customer, reject bonuses of any kind, cancel participation in any promotion, as well as permanently or temporarily ban any customer or a group of customers from the promotion program of the Website at our sole and absolute discretion. In the event of any dispute regarding our promotions […] Company’s decision shall be final and non-negotiable.”

Additionally, regarding your stake limits, please be reminded of Section 16.2.23: “The Company has the right to limit the maximum bet for individual Events and also to limit or raise the maximum bet for specific persons without giving an explanation.”

We understand your concerns; however, both measures are in full accordance with our Terms and are final.

Kind regards,
Rabona Casino Team

talpa98

• 1 reviews

11 months ago

I bring important news, I have had confirmation that other users have not encountered this problem, and I would also like to add a very important detail, the site has decided to limit my betting stakes without telling me the reason for this, the feeling that Rabona does not want me to withdraw my money and redeem my points intentionally is now becoming more and more serious, I would like concrete explanations from Rabona Casino now

talpa98

• 1 reviews

11 months ago

yes but more than a month has passed…

Rabona Casino Complaint Stats

Resolved 79 / 83

Avg. Amount $1,734

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Rabona Casino Complaints

See all complaints for this casino

Verification process 3 months

After many hours of work trying to make the verification process with Rabona go faster, I have now felt compelled to make a complaint here on AskGamblers.

I have been trying to withdraw $6,000 from Rabona since May 20th, and they are just wasting time and will not help me get my money out. 3 months of verification process during which I have submitted all the documents that have been requested.

This is completely unacceptable.

I have contacted support several times, and they say that my case is in the "queue".

So, this is obviously just because they hope that I will gamble the money away on something else, which is quite scandalous for a so-called serious bookmaker.

Please help.

82h left

$6,000

Delayed withdrawal processing

I am submitting this complaint regarding significant delays in the processing of my withdrawal requests at Rabona Casino.

I am a verified player and a VIP customer. My winnings were obtained through legitimate real-money slot play without the use of any bonuses or promotional offers. I have not been asked to provide any additional verification documents.

I currently have three withdrawal requests pending (5,000 NOK, 5,000 NOK, and 8,000 NOK). All of these requests have remained in the "Processing" status since they were submitted on 27/07/26, with no visible progress.

Before making these withdrawal requests, my VIP manager assured me that my VIP status would result in expedited withdrawal processing and informed me that the finance department had been instructed to prioritize my account. Despite these assurances, the withdrawals remain unprocessed.

I have contacted customer support several times. The only response I have received is that the finance department is working on my case and that there is nothing further I need to do. No estimated processing time has been provided, and no explanation has been given for the continued delay.

My concern is not simply the waiting time but the complete lack of transparency. As a verified VIP customer who has complied with all applicable requirements, I believe it is reasonable to expect timely processing or, at the very least, a clear explanation for the delay.

I request that AskGamblers contact Rabona Casino and ask them to:

* Process my pending withdrawal requests without further unnecessary delay.

* Provide a clear explanation for the prolonged processing time.

* Confirm that there are no outstanding verification or compliance issues preventing payment.

I am prepared to provide screenshots of my withdrawal requests, account balance, correspondence with customer support, and messages from my VIP manager confirming that my withdrawals would be prioritized.

Thank you

Resolved

kr18,000

Unjustified withdrawal delay and failure to pay

Dear AskGamblers Team,

I am writing to request your assistance and intervention regarding a delayed withdrawal at Rabona Casino. My withdrawal request for 46,000 HUF, initiated on July 23, 2026, is still completely stuck in "Under Review" status today, July 29, 2026.

It has been 6 calendar days (4 business days) since the request was submitted, with zero progress made.

Over the past few days, customer support has repeatedly sent the exact same canned, generic responses ("unexpected delay," "please be patient," "exact processing time is not available"), despite previously confirming that my account data and transaction checks were all found to be in order.

It is unacceptable to indefinitely stall payments under the guise of security checks while support holds no accountability or visibility over financial processes. This severely violates the principles of fair and transparent service.

I have full screenshots, transaction data, and chat logs ready that prove the systematic stalling on the casino's part.

I kindly request AskGamblers' intervention to prompt Rabona to approve and process my legitimate withdrawal immediately.

Thank you for your help!

Rejected

Ft46,000

Holding withdrawal for 18 days on fully verified account

Hello AskGamblers team,

I am filing this formal complaint against Rabona Casino regarding an unjustified delay in processing my funds.

On 2026-06-25 at 18:56:55, I requested a withdrawal of 30,000 CLP. As of today, the transaction status remains "Pending".My player account, under the name of <full name removed>, is fully verified through the KYC process and has been for a long time. I have contacted live support multiple times, and the only standard response I receive is that the delay is due to a "high volume of transactions".

According to the casino's Terms and Conditions, the standard processing time is 1 to 3 business days. The current delay has reached 18 days, which is a direct breach of their own rules.

I sent a formal email to their administration and finance department giving them 24-hour notice, but it was completely ignored. I kindly request AskGamblers' mediation to help me get my funds released.

I have attached all necessary evidence, including withdrawal history, account verification status, and chat transcripts.

Thank you for your assistance.

Resolved

$30,000

Delayed cryptocurrency withdrawal

I am submitting a complaint regarding a delayed cryptocurrency withdrawal from Rabona.

On 28 June 2026, I requested a withdrawal of 500 USDT via cryptocurrency. As of today, the withdrawal remains pending and has not been processed, despite several days having passed.

During this period, I have contacted Rabona’s support team multiple times through both live chat and email. Unfortunately, I have not received a meaningful response or a clear explanation for the delay.

The withdrawal has exceeded the processing timeframe stated in Rabona’s own withdrawal policy, and no valid reason has been provided. This prolonged delay is unacceptable and has caused unnecessary inconvenience.

Withdrawal details:

* Casino: Rabona

* Username: < sent to the casino >

* Amount: 500 USDT

* Payment Method: Cryptocurrency

* Withdrawal Request Date: 28 June 2026

* Current Status: Pending

I respectfully request AskGamblers to mediate this dispute and assist in obtaining a prompt resolution. I ask that Rabona either process my withdrawal immediately or provide a clear and verifiable explanation for the delay.

I am prepared to provide all supporting evidence, including screenshots of the pending withdrawal, email correspondence, live chat conversations, and any additional documentation required.

Thank you for your assistance.

Resolved

$500

Delayed withdrawal for me

Dear AskGamblers Team,
I am submitting a complaint against Rabona Casino regarding a delayed withdrawal. On June 19, 2026, I requested a withdrawal, but it is still pending.
My account is fully verified, and I have no active bonuses on my account, so all wagering requirements are met. I have contacted customer support multiple times via live chat, but I only receive generic answers stating that they understand my problem and will notify the finance department, yet nothing happens.
I have attached screenshots of my verified profile, the pending withdrawal, and the chat conversations. I kindly ask for your assistance in resolving this issue and getting my funds.
Thank you."

Resolved

Ft350,000

Withdrawal pending for more than 60 Days

I have been waiting for my withdrawal since April 27. As of the date of writing this complaint, it has been two months without receiving my money.

During this period, I contacted their live chat support several times, as well as their email support. Each time, I was told that everything was fine and that my withdrawal should arrive soon.

Then, after I had already been waiting for over a month, they suddenly requested verification documents from me, even though no such documents had been requested during the previous month of waiting.

Then, five days ago (June 25), I suddenly received an email informing me that my withdrawal request had been canceled. I was not given any explanation whatsoever for this decision. I submitted all the requested documents 20 days ago. Every time I asked about the status of my verification, I was told that they were still reviewing my documents. The last email with this response was sent to me four days ago, on June 26.

Rabona is refusing to pay out my funds. The total balance in my account is €1,205.

Resolved

€1,205

I have pending withdrawals €2,400, which have been awaiting approval for more than six days