Beschwerde #67 Rabona Casino

Verification taking forever and not communicating with me

Von Heinrich123

vor 2 Jahren

I have had troubles with verification with my Rabona account in over a month.

I used Mifinity, and I guess I have sent 10 different documents. I have to show how I got money into my Mifinity and previous transactions. This is okay, they have terms. But now it has been over 3 weeks since I sent in verification document.

This is a screenshot from payout from a bookmaker, that is the transaction Rabona asked me to "show"/verify. They told me 3 weeks ago on support mail "no longer than 5 days".

I have tried sending mails after, no answer. Tried chat yesterday, then suddenly one told me I had to send in document/pdf, another one said "please wait for verification". I just feel this is really unserious, and therefore I am filing a complaint.

They also have not verified payment history on my account, and I have sent the same document(payment history of Mifinity) 3 times, but still it says "upload again". Hopes this complain makes Rabona take this seriously, I am disappointed of the treatment I have been given.

Unseriöses Casino Rabona Casino

Grund Verifizierungsprobleme

Diskussion

AskGamblers

• Support Team

vor 2 Jahren

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.

Heinrich123

vor 2 Jahren

That is correct. Thank you for verifying now, but a small shame that I had to complaint to a third party. Hope you will avoid this in the future with other customers.

Rabona Casino

• Representative

vor 2 Jahren

Dear Customer,

Thank you for reaching out.

We would like to inform you that your account on our website was verified on 13.12.2023. Please accept our sincere apology for the inconvenience caused by the delay.

Best regards,
Rabona.com

Rabona Casino Beschwerde-Statistik

Gelöst 74 / 77

Durchschn. Betrag $1,972

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

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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 >

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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

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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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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.

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Please assist me in resolving this issue, as a significant amount of my funds is being withheld without proper explanation.

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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.

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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.

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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.

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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:

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Sincerely,

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I receive a response, and they always tell me there's a problem or issue with the payment provider.

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