Rabona Casino - Играчът твърди, че плащането към него е забавено.

Good morning,

I would like to file a complaint against Rabona Casino for the non-payment of three withdrawals of €500 each, requested on April 22, 23, and 24, respectively.

Despite the website claiming much faster processing times (usually 3 business days), my transactions have been in "pending" status for over 10 calendar days. As of today, 6 full business days have passed without any concrete updates.

I repeatedly contacted support via chat (I've attached screenshots). Representatives Ludovico and Kentrell acknowledged the delay, confirming that the finance department exceeded the expected timeframe. Specifically, representative Kentrell admitted that filing a complaint with you was an understandable decision given the situation.

My account has already been successfully verified, and I've already received payments on the same card. I currently have a remaining balance of €5,300 in my account, which I can't withdraw due to the site's limit of three pending requests.

I ask for your intervention for:

Immediately release and approve the three withdrawals of €500 (total €1,500).

Be able to proceed with the withdrawal of the remaining balance (€5,300) without further unjustified blocks.

I remain available to provide further evidence or details.

Best regards.

Buongiorno,

desidero aprire un reclamo contro Rabona Casino per il mancato pagamento di tre prelievi da 500€ ciascuno, richiesti rispettivamente in data 22, 23 e 24 aprile.

Nonostante il sito dichiari tempi di elaborazione molto più brevi (solitamente 3 giorni lavorativi), le mie transazioni risultano in stato "pendente" da oltre 10 giorni solari. Ad oggi, sono passati 6 giorni lavorativi pieni senza alcun aggiornamento concreto.

Ho contattato ripetutamente l'assistenza via chat (allego gli screenshot). Gli operatori Ludovico e Kentrell hanno ammesso il ritardo, confermando che il dipartimento finanziario ha superato i tempi previsti. In particolare, l'operatore Kentrell ha ammesso che il reclamo presso di voi è una scelta comprensibile data la situazione.

Il mio account è già stato verificato con successo in precedenza e ho già ricevuto pagamenti sulla stessa carta. Attualmente ho anche un saldo residuo di 5.300€ sul conto che non posso prelevare a causa del limite massimo di 3 richieste pendenti consentite dal sito.

Chiedo il vostro intervento per:

Sbloccare e approvare immediatamente i tre prelievi da 500€ (totale 1.500€).

Poter procedere con il prelievo del saldo rimanente (5.300€) senza ulteriori blocchi ingiustificati.

Resto a disposizione per fornire ulteriori prove o dettagli.

Cordiali saluti.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Giorgio33,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Two of the three withdrawals arrived today. Everything was in order, and I had already withdrawn money before, with the credit being received after 3-4 days.

Oggi son arrivati 2 dei 3 prelievi . Comunque era tutto in regola ed inoltre avevo già prelevato prima con accredito avvenuto dopo 3-4 giorni

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Giorgio33,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla