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Rabona – $1,000 NZD Withdrawal Delayed for 9+ Days Despite Verification

Complaint:

I submitted a withdrawal request of $1,000 NZD to Rabona on 12 May 2025. My account is fully verified, and I am not under any bonus restrictions. I’ve followed all terms and have provided all documentation requested.

Over the last 9 days, I’ve contacted Rabona’s support team multiple times via live chat and email. Each time, I have been told that:

My account is verified and the withdrawal is "in queue"

There are no issues or blocks on my account

The finance team is working on it and that it has been "prioritised"

However, despite all of this, my withdrawal is still pending, and I have not received a single update or timeframe from the finance department. The live chat team now openly admits they cannot help or provide any information beyond generic replies.

I understand that Casino Guru recommends waiting up to two weeks, but in this case, it’s clear that the withdrawal is being deliberately delayed, or the situation is being mismanaged internally. I have done everything correctly, and I’ve been more than patient.

I am requesting your assistance to help escalate this issue with Rabona and ensure my funds are released immediately. Screenshots and proof of the pending withdrawal and conversations with support can be provided.

Thank you for your help.

G-Wizz

Dear G-Wizz,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear G-Wizz,

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 Dominika,

Thanks for checking in. As of 26 May, I have still not received my $1,000 NZD withdrawal from Rabona, requested on 12 May 2025 — now 14 days pending.

I have contacted support multiple times and received only vague replies such as "in queue," "high volume," or "being processed." There has been no payout, no communication from their finance team, and no meaningful resolution.

Important new detail:

I checked my account’s verification section, and it shows:

"Not Verified – At the moment your account does not require verification."

This suggests that Rabona has not formally requested any KYC, but is still not releasing my funds. I have reached out to them again asking for clarification or the option to complete KYC immediately — but I believe this may now be a tactic to delay further.

Please proceed with escalation and help apply pressure to resolve this.

Kind regards,

G-Wizz

Dear G-Wizz, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino directly to confirm whether any verification is needed?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear Dominika,

Thank you for your response and willingness to assist with my case regarding Rabona Casino.

Please find my answers below:

Have you made any successful withdrawals before?

No — this is my first withdrawal attempt with Rabona. I deposited and played under standard conditions, with no bonus abuse or breach of terms.

Have you contacted the casino directly to confirm whether any verification is needed?

Yes — I have contacted the casino multiple times over the past two weeks. Support has repeatedly confirmed that my account is fully verified, that there are no internal or external issues, and that my withdrawal is "in queue" or "under review." No further documents or action has been requested from me.

Could you please share your communication with the casino?

Yes — I will forward you screenshots and email transcripts directly to [email protected] as requested. This includes messages from Rabona confirming the delay, stating my case is escalated, and acknowledging an internal error (but without resolution).

I appreciate your support and hope your involvement will help bring this matter to a fair and timely resolution.

Kind regards,

G-Wizz

Dear G-Wizz, I received an email from you stating that your withdrawal has been processed. Could you please confirm if you have received the funds in your account?

yes I have received payment. Thanks for all the help Guru team, I appreciate it!

Dear G-Wizz,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru