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

Hello dear CasinoGuru team,

I have been waiting for over a week for three payouts from Rabona, each amounting to €800, totaling €2,400.

The payment requests were submitted at the following times:

August 23, 2026, 3:32:36 AM – €800

Transaction ID: f39f10ba-d951-4db3-9457-952d93182c52

August 24, 2026, 3:35:21 AM – €800

Transaction ID: b2f022d1-f77c-4a7a-9958-ddf59224d714

August 25, 2026, 6:43:53 AM – €800

Transaction ID: 428874b7-f2f8-4352-8f73-11548472307c

All three payouts remain in "Processing" status to this day.

According to point 6.15 of the Rabona terms and conditions, payment requests are generally processed by the finance department within 3 working days, provided all requirements are met.

I contacted support several times. On August 27th, I was informed that the payout had been forwarded to the responsible department for expedited processing. Later, I was explicitly told in the live chat that my payout was safe, the money belonged to me, and I wouldn't lose a single cent.

On August 30th, I received further feedback that my request had already been forwarded to the responsible department and was still being processed.

On August 31st, I sent another formal escalation request to VIP support. So far, I have received neither a concrete explanation for the delay nor a firm payment date.

I was notified of any missing documents, any problems with my account, or any violation of the terms and conditions.

I am a long-standing customer and VIP Level 3 customer at Rabona and have received successful payouts in the past.

I request Casino Guru's assistance in ensuring that Rabona processes and pays out the three outstanding withdrawals totaling €2,400 as quickly as possible.

I can provide all screenshots of the payout requests, support emails and chat histories as evidence.

Thank you

Best regards

[redacted]

Hallo liebes CasinoGuru Team,

Ich warte seit über einer Woche auf drei Auszahlungen bei Rabona in Höhe von jeweils 800 €, insgesamt 2.400 €.

Die Auszahlungsanträge wurden zu folgenden Zeitpunkten gestellt:

23.08.2026, 03:32:36 Uhr – 800 €

Transaktions-ID: f39f10ba-d951-4db3-9457-952d93182c52

24.08.2026, 03:35:21 Uhr – 800 €

Transaktions-ID: b2f022d1-f77c-4a7a-9958-ddf59224d714

25.08.2026, 06:43:53 Uhr – 800 €

Transaktions-ID: 428874b7-f2f8-4352-8f73-11548472307c

Alle drei Auszahlungen befinden sich bis heute weiterhin im Status „In Bearbeitung".

Laut Punkt 6.15 der Rabona-AGB werden Auszahlungsanträge grundsätzlich innerhalb von 3 Werktagen von der Finanzabteilung bearbeitet, sofern alle Voraussetzungen erfüllt sind.

Ich habe den Support mehrfach kontaktiert. Am 27.08. wurde mir mitgeteilt, dass die Auszahlung zur Beschleunigung an die zuständige Abteilung weitergeleitet wurde. Später wurde mir im Live-Chat ausdrücklich mitgeteilt, dass meine Auszahlung sicher sei, das Geld mir gehöre und ich keinen Cent verlieren würde.

Am 30.08. erhielt ich erneut die Rückmeldung, dass mein Anliegen bereits an die zuständige Abteilung weitergeleitet worden sei und sich weiterhin in Bearbeitung befinde.

Am 31.08. habe ich erneut eine formelle Eskalationsanfrage an den VIP-Support geschickt. Bislang habe ich weder eine konkrete Begründung für die Verzögerung noch einen verbindlichen Auszahlungstermin erhalten.

Es wurden mir auch keine fehlenden Dokumente, keine Probleme mit meinem Konto und kein Verstoß gegen die Bedingungen mitgeteilt.

Ich bin langjähriger Kunde und VIP-Level-3-Kunde bei Rabona und habe bereits früher erfolgreiche Auszahlungen erhalten.

Ich bitte Casino Guru um Unterstützung dabei, dass Rabona die drei offenen Auszahlungen über insgesamt 2.400 € schnellstmöglich bearbeitet und auszahlt.

Sämtliche Screenshots der Auszahlungsanträge, Support-E-Mails und Chatverläufe kann ich als Nachweise zur Verfügung stellen.

Vielen Dank

Mit Freundlichen Grüßen

[redacted]

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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.

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Stay safe.

Dear DerMo7,

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

Dear DerMo7,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear DerMo7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru