Beschwerde #164 Rabona Casino

Verification issue Rabona

Von Mohammed A.

vor 6 Monaten

My account is VIP player at Rabona and I have been playing since three years! My account is verified and i did a lot deposits and withdraw!

And before 2 weeks i have winning a good amount, they stopped all withdrawals and asked for verification again, however I have been uploading all documents needed and as they mentioned it will take 24 hours to be verified but unfortunately until now it has not completed, I tried to contact my account manager but I didn’t receive any support, also I sent them a lot of emails with no answer yet!

Unseriöses Casino Rabona Casino

Grund Verifizierungsprobleme

Betrag $9000

Diskussion

AskGamblers

• Support Team

vor 5 Monaten

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.

MohammedSaleh93

• Saudi-Arabien

vor 5 Monaten

Hi,

I can confirm that the issue is resolved.

Thanks for your support.

Rabona Casino

• Representative

vor 6 Monaten

Dear MohammedSaleh93,

Thank you for reaching out to us.

Your request has been forwarded to the relevant department, which will review it and provide an update at the earliest convenience.

Thank you for your patience and understanding.

Best regards,
Rabona Casino Team

AskGamblers

• Support Team

vor 6 Monaten

Dear Rabona Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Rabona Casino Beschwerde-Statistik

Gelöst 74 / 77

Durchschn. Betrag $1,972

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

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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