Rabona Casino - Povlačenja igrača su odložena.

After a successful withdrawal of €1500, I was lucky enough to increase my balance to €18,300. Unfortunately, since the attempted withdrawals of €500 each on November 15th, 16th, and 17th, 2025, I haven't heard anything, haven't seen any payments, and the account is still showing as pending KYC verification. I would be grateful if I could receive a payment soon.

Nach einer erfolgten Auszahlung von 1500€ hatte ich Glück und konnte mein Guthaben auf 18.300€ hochspielen. Leider habe ich seit dem Auszahlungsversuch am 15.,16. und 17.11.25 zu je 500€ nichts mehr gehört, Zahlungen keine mehr gesehen und das Konto steht auf Verifizierung ausstehend KYC. Ich würde mich freuen, wenn ich zeitnah eine Zahlung erhalten könnte.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents have you sent to the casino for KYC, and when exactly did you send the last one?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

Good day,

I sent the casino all the requested KYC documents.

These include proof of identity, proof of address, transaction history, and a photo of the credit card used.

Furthermore, I played Le Bandit, Speed Roulette by Pragmatic Play, and placed a sports bet. I earned these winnings without using mBonus, and I did not submit any documentation for the account into which €500 was deposited three times.

Best regards,

malote1

Guten Tag,

dem Casino habe ich alle angefragten Dokumente zur KYC zugeschickt.

Diese sind Identitätsnachweis, Adressnachweis, Transaktionsverlauf und eine Foto der verwendeten Kreditkarte.

Desweiteren habe ich Le Bandit, Speed Roulette von Pragmatic und eine Sportwette gespielt. Die Gewinne habe ich ohne mBonus erzielt, für das Konto auf das 3 Mal 500€ flossen habe ich keine Unterlagen eingereicht.

Mit freundlichen Grüßen,

malote1

Thank you for the clarification. Before we proceed with the investigation of your case, kindly forward me all the communication between you and the casino customer support regarding the verification of your account and the delay in processing your payments at veronika.f@casino.guru. If there is any other evidence that could be relevant to your complaint, please include it as well. I appreciate your patience and cooperation during this resolution process.

Good day,

I have no correspondence whatsoever, they cannot read the photo with the credit card, this tab has now been reopened, my balance is suddenly €0 and I am supposed to upload the credit card documents again.

Guten Tag,

ich habe keinerlei Korrespondenz vorliegen, man könne das Foto mit der Kreditkarte nicht lesen, dieser Reiter wurde nun erneut eröffnet, mein Guthaben ist plötzlich auf 0€ und ich solle die Unterlagen zur Kreditkarte erneut hochladen.

Could you please forward me the photo of your card you sent to the casino for verification? My email address is veronika.f@casino.guru.

Also, has the casino specified the sudden drop in your balance? Have you contacted customer support to ask why your balance was confiscated?

Dear malote1,

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.

Good day,

I sent the photo of the credit card to the email address. Customer service isn't responding, but they did congratulate me on my win.

Best regards,

malote1

Guten Tag,

das Foto mit der Kreditkarte habe ich an die Emailadresse geschickt. Der Kundendienst antwortet nicht, hat mir zu meinem Gewinn aber gratuliert.

Mit freundlichen Grüßen,

malote1

Hello malote1,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear malote1

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello malote1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Rabona Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are there any additional verification requirements?

Thank you in advance for providing us with your view of the issue.

Dear Casino Guru,

Our records indicate that the player exhausted their remaining balance through gameplay from November 23, 2025.

Kind Regards,

Rabona Casino

Dear casino representative,

thank you very much for your response and clarification. Would it be possible for you to also provide us with the player's betting history?

Dear malote1,

can you please clarify whether you have lost your funds through gameplay?

As I said, I haven't had access to the account since then and haven't seen a single cent (!).

Ich habe wie gesagt seither keinen Zugriff auf das Konto und habe nicht keinen Cent (!) gesehen.

I didn't lose any money, I lost trust, and quite a lot of it.

ich habe kein Geld verloren, ich habe Vertrauen verloren und davon nicht gerade wenig.

Dear Casino Guru,

Betting history has been emailed to you.

Kind regards,

Rabona Team

Dear casino representative,

thank you for your response and for providing us with the player's betting history.

Dear malote1,

from the provided betting history, it is apparent that you have indeed lost the funds, which were available on your account. However, in case you are absolutely sure you haven't made those bets, is it possible someone else had access to your account?

I can't judge that, but it's possible, yes.

Dieses kann ich nicht beurteilen, möglich, ja.

Dear malote1,

Based on the betting history provided by the casino, it is clear that the remaining balance on your account was lost through gameplay in late November. As there is no evidence of any additional withheld or unpaid withdrawals, we are unfortunately unable to continue with the complaint.

Additionally, if the account was accessed or used by a third party, this falls under account security, which is something we are unfortunately unable to intervene in or help with.

For these reasons, the complaint will have to be closed. I am sorry I could not be of further help.

Martin