Rabona Casino - They have cancelled 11 of my withdrawal requests

Dear @Confusingseeker,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

The most recent cancelled withdrawal request was for $743. The total of all 11 cancelled requests comes up to $11864. I currently have $8707 as a balance that I am trying to withdrawal. This amount should take me 12 withdrawals (8707/750) and since they only work 5 days a week it should be two and a half weeks. The problem is they continue to cancel requests so I am lucky if I get 3 or 4 completed withdrawals a week.

Dear Client,

Thank you for reaching out.

We appreciate your patience. You can be sure that we are doing our best in order to make the withdrawal process as smooth as possible.

The withdrawal limits are subject to change depending on the account status, which gets determined by the player's activity automatically by the system.

Despite of the certain difficulties with the withdrawal requests that occurred a few times, we are continuing to accept and process new requests. The most recent withdrawal was paid out today and the two before that were processed on 06.04.2022.

We hope for your cooperation to continue the process in the most convenient way for you.

Please feel free to contact us if you have any questions.

Sincerely,
Rabona

Dear Rabona,

Do you consider 11 times a few times? Is you cancelling withdrawal requests 11 times suppose to be acceptable?
Should I be happy that you processed the last 2 withdrawals? Is that the standard that you are striving for? "Hey, look at us. We did our jobs twice in a row. Gold Star please!" absolutely laughable.
The complaint is not that you cancel all of the requests, the complaint is that you cancel WAY more than you should.
So I don't consider this resolved until I have received all of my money.

As for these VIP levels, I have brought up the fact that there is nowhere that I can get what the requirements are to move up levels. Not in any of the emails that I have sent, not in any of your terms and conditions and now not in your response here, do you give exact number or metrics. It's clear that you make these levels up at your own leisure.
The last cancelled withdrawal was due to the fact apparently that you have a 24 hour max withdrawal limit.
I would like for you to show me anywhere in the terms and conditions it states 24 hours.

You referred me before to 6.12 where it has DAILY max limits. Meaning they reset on a DAILY timeframe. So please show me where it states 24 hours.
Furthermore, to prove the point that you are making up rules as we go. I placed a withdrawal request on April 3rd at 13:28 and then another on April 4 at 09:55, less than 24 hours, and it went through, but you realized you want to stall my withdrawals so cancelled my next one on April 5 at 06:51 stating it was less than 24 hours. What was the difference between the two requests. Absolutely laughable.

No consistency, and you keep referring to your terms and conditions but they don't back up your excuses.

Horrible!

Dear Player,

Thank you for getting back to us.

As we mentioned in our emails, because of the time limits set by the Interac some of the withdrawals are cancelled before we get a chance to process them. Due to the difference in time zones, some of the withdrawals get cancelled in our system automatically before they are processed by the provider. Unfortunately, we are not able to influence the time limit restriction applied by Interac.

Despite of the above, numerous requests are being processed successfully. Therefore it all depends on the particular time when request is submitted. We would like to suggest you to create withdrawal requests from Monday to Friday during the EU working hours. This would allow us to make sure the payment data reaches the payment provider without any delays and improve the success ratio. And, of course, we are always happy to offer alternative payment solutions that would not have the same restrictions.

While last week there was indeed a withdrawal request that got cancelled due to a limit, each of the 4 withdrawal requests made after that was successfully processed and 2 more are currently being processed. We hope for your cooperation to continue the process in the most convenient way for you.

Please feel free to contact us if you have any questions.

Sincerely,
Rabona

Dear @Confusingseeker,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

Dear all,

Following an email confirmation from the complaint's submitter, 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.