Beschwerde #146 Rabona Casino

Unusable Bonus Points Due to Platform Glitch

Von talpa98

vor 10 Monaten

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.

Unseriöses Casino Rabona Casino

Grund Software-Aussetzer

Diskussion

AskGamblers

• Support Team

vor 9 Monaten

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

vor 9 Monaten

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 Bewertungen

vor 9 Monaten

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 Bewertungen

vor 9 Monaten

yes but more than a month has passed…

Rabona Casino Beschwerde-Statistik

Gelöst 74 / 77

Durchschn. Betrag $1,972

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

Rabona Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Rabona Spielothek - Rueckforderung Einzahlungen aufgrund bekannter spielsucht

Sehr geehrte Damen und Herren,

bevor ich meine Beschwerde nochmals Beschreibe, ein Hinweis zu dem angeblich fehlenden Dokument der letzten Beschwerde: Meine Mail vom 05.08.2021 an Rabona ist inklusive Datum und Zeit als Dokument beigefügt. Das war sie auch schon in meiner letzten Beschwerde (oder es hat etwas in der Übermittlung nicht funktioniert. Mir ist aufgefallen das beim Hochladen der Dokumente auf Ihrer Plattform manche als Vorschau angezeigt werden inkl grünem Haken und manche Dokumente mit 100% aber ohne grüne Haken. Ggf. hatte ich vlt. zu viele Dokumente auf einmal hochgeladen). Wenn Sie die Beschwerde abgelehnt haben weil die Antwort seitens Rabona auf diese Mail fehlt, dann haben Sie genau den Grund meiner Beschwerde gefunden. Es gibt auf die Mails von Anfang August keinerlei Reaktion von Rabona und daher wurde auch mein Spielerkonto nicht gesperrt. Ich habe weiter eingezahlt und Verluste gemacht. Genau diese Nicht-Reaktion seitens Rabona ist der Anlass meiner Beschwerde. Und ich kann ja leider keine Antwort von Rabona hinzufügen wenn es keine Antwort gab. Die erste Reaktion seitens Rabona kam leider erst später, am 18.09.21, auch diese Mail ist hinzugefügt.

Und nun nochmal insgesamt der Verlauf des Vorfalls. Am 4.8.21 (10:01 Uhr --> Dokument 20210804_Mail Rabona) und 5.8.21 (9:31 Uhr --> Dokument 20210805_Mail Rabona) machte ich Rabona erstmals auf meine Spielsucht per Mail aufmerksam und bat darum mein Konto zu schließen. Gem. der Website verpflichtet sich Rabona zu verantwortlichem Spielen und beantwortet lt. Website Mails innerhalb von 45 Minuten. Leider blieb eine Reaktion seitens Rabona aus. Ich schickte Rabona am 18.08.21 und 16.09.21 weitere Mails. Erst am 18.09.21 wurde endlich reagiert und mein Spielerkonto geschlossen. Im Zeitraum vom 06.08.21 bis 16.09.21 habe ich 900 Euro bei Rabona eingezahlt und verloren. Dies hätte aufgrund der Bitte um Schließung meines Spielerkontos nicht mehr geschehen dürfen. Daher fordere ich die 900 Euro zurück da Rabona hier nicht gehandelt hat wie sie es anpreisen und wie verantwortlich sie handeln wollen.

Nach dem 18.09.21 fand ein regelmäßiger schriftlicher Austausch statt. Rabona und ich konnten uns aber nicht auf eine Lösung verständigen. Der Einreichung von Nachweisen bin ich stets nachgekommen. Ich habe sogar wie gewünscht ein Video aufgenommen um zu zeigen, dass die Mails in meinem GMX-Postfach sind bzw. von dort versendet wurden. Das Video ist hier zum hochladen leider zu groß. Daher habe ich Screenshots beigefügt. Sofern Sie das Video möchten, kann ich es Ihnen gerne auf einem anderen Weg zur Verfügung stellen. Lt. Rabona hat das Video eine zu schlechte Qualität und auch auf den Screenshots wäre nichts erkennbar. Dies stimmt aber de facto nicht. Sie können sich selbst davon überzeugen.

Bitte beachten Sie, dass wirklich alle Dokumente hochgeladen sind. Wenn eine Antwort seitens Rabona fehlt, dann deshalb weil es sie nicht gibt. Alle Mails sind wie folgt bezeichnet: JJJJMMDD. Die Uhrzeit der Mails ist im Dokument selbst zu sehen.

Ich bitte um Annahme der Beschwerde. Sie ist gerechtfertigt und der Anbieter Rabona sollte seiner Verantwortung Rechnung tragen.

Viele Grüße

Florian < surname removed >

Gelöst

€900

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 übrig

€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.

Gelöst

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.

Gelöst

€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.

Gelöst

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.

Abgelehnt

€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.

Gelöst

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.

Gelöst

€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,

Gelöst

€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.

Gelöst

$500