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Rabona Not approving withdrawal requests

I have processed a withdrawal request on April 25, until now it has not been processed. Provided all the documentation requested by email, wich were approved on April 13. 

After requiring multiple times in the live chat, being told that my withdrawal request will be processed soon, today after 8 days, I've been told from.the operator to reply an email i never received, which they sent again during the chat with the operator. In the last email, they sent, they require from me again the same documentation provided a month ago, it seems to be a clear scam, is there any way to report this to the gaming commission?

Dear lalog82,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you made any successful withdrawals before? Would you be so kind and confirm that you have provided all the required documents once again?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Thank you for your email, lalog82. I’m very sorry but you haven’t answered my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear lalog82,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

lalog82, could you please get back to my first message and provide all the required information?

Hi Kristina, I've send privately the email thread to kristina.s@casino.guru

to respond to your very first question, yes there was a successfully withdrawal like two months ago. then I have requested a new one more than 5 weeks ago, but i am still struggling to get it approved.

i have sent the required information, today I've got an email from their finance team, informing that the documents were received, and they will inform me about the status in the next 3 working days

Thank you for your reply, lalog82. Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Do I understand correctly that you are currently waiting for the casino to verify your account?
• Also, which payment method to withdraw your winnings have you opted for?
• Was it the same one you used before?
• Approximately how many days did your last withdrawal take?

I am aware that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. 

Dear lalog82,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Krystina, below you can find the answers in Bold

Do I understand correctly that you are currently waiting for the casino to verify your account?

actually, meanwhile, my account has been finally verified.

Also, which payment method to withdraw your winnings have you opted for?

bank transfer

Was it the same one you used before?

yes

Approximately how many days did your last withdrawal take?

10 days

I've been awarded with a bonus from the VIP account, and thanks to that, I triplicated it. now I am trying to play the rollover x3 (almost done) and once done, i will request another withdrawal. I will keep you posted.

Thank you for the updates, please let us know if there is anything new so we can proceed with this complaint accordingly.

Dear lalog82,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hi Kristina 

i will request again a new withdrawal, and i'll let you know if finally i will receive it.

thanks a lot for your help.

Regards,

Ok, please, keep us updated so we can proceed with this complaint accordingly.

Dear Kristina,

I have requested a new withdrawal, let'see when Rabona will process it.

Regards,

Leonardo

Withdrawal requested Monday 27th of June

according to Rabona terms & conditions (section 6.16 of their website) Withdrawals are paid out within 3 working days, since 5 working days passed, I've contacted them via chat, and I've been told that i will be contacted via email by the financial department. nobody has reach me out yet.

lalog82, please note that we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Kristina

you were right, withdrawal has been processed today, you may close this complaint.

thank you very much for your support

Regards,

Leonardo

Awesome news, lalog82. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.