Rabona Casino - Povlačenje igrača je odloženo, a verifikacija naloga je zaustavljena.

I am filing a formal complaint against Rabona (operated by Naale Limited, Licence 1020581) for the highly unacceptable and unjustified retention of my €2,687.97 withdrawal. My account verification and withdrawal have been pending since October 30, 2025. This is a deliberate 5 month delay orchestrated through abusive KYC practices.

Rabona compliance team has systematically moved the goalposts every time I have fulfilled their requirements. Their handling of my account demonstrates a clear intent to delay a legitimate payout indefinitely.

Phase 1: Exhaustive Verification Cleared

Initially, I was subjected to a grueling Proof of Identity and a highly intrusive Proof of Funds and Wealth verification process. I complied fully by compiling and submitting a massive file of over one hundred pages. This enormous file contained countless different financial documents proving my legitimate source of wealth. I successfully passed these stages, yet instead of releasing my funds, Rabona immediately shifted to obstructing my Proof of Address verification.

Phase 2: Manufactured Excuses for Document Rejection

To fulfill the Proof of Address requirement, I initially submitted plenty of different official documents to satisfy their requests. Because I reside in a corporate rental, I proactively provided a comprehensive file that included the highest legal proof of residence available in Spain (an official government issued Volante de Empadronamiento), along with my corporate lease, tenancy certificates, and utility bills. Rabona rejected this massive submission on a purely manufactured technicality by claiming it was declined solely because it was a "merged PDF."

Phase 3: The Current Deliberate Stall and Refusal to Verify

Following their exact instructions, I immediately uploaded the single, unmerged, original Volante de Empadronamiento PDF directly downloaded from the Barcelona City Hall portal, complete with the government Secure Verification Code (CSV).

Now that they have the exact document they demanded, in the exact format they requested, and have absolutely no valid excuses left to reject it, they have simply stopped reviewing my account entirely.

- The official government document has been sitting indefinitely in Pending status for weeks.

- They are completely ignoring my direct emails.

- They missed a formal deadline I provided to resolve this issue.

Resolution Demanded:

This 5 month delay is a predatory abuse of the KYC process. I have successfully verified this exact same document with highly regulated European operators. Rabona must immediately review and approve the original PDF currently sitting in my profile, update my registered address, and process my €2,687.97 withdrawal without any further manufactured delays.

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 gcvgn,

Thank you very much for submitting your complaint.

I’m sorry to hear about the prolonged verification process and the delay with your withdrawal, especially given the amount of time and effort you have already invested.

To help us properly assess the situation and proceed with the investigation, I would kindly ask you to provide a few additional details:

• Has the withdrawal status changed at any point (e.g., pending, processing), or has it remained the same since October 30, 2025?

Regarding the KYC process:

• Do you have confirmation that your Proof of Identity and Proof of Funds were fully approved?
• Could you provide screenshots or emails confirming these approvals?
• Have they provided any feedback at all after you uploaded the unmerged document, or has there been complete silence?
• When was your last communication with the casino, and what was their most recent response (if any)?
• Have you previously made any successful withdrawals from this casino?

Based on your description, it is important for us to review the full communication trail and verify whether the KYC process has been handled fairly and consistently, or if there has indeed been an unreasonable delay.

If it is more convenient for you, you can also forward all relevant documents, screenshots, and communication directly to petronela.k@casino.guru, and we will include everything in the case.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear gcvgn,

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, Martina (martina.b@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.

Dear gcvgn,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Rabona Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

I am writing to provide a critical update. Rabona has just recently "reviewed" the unmerged, government issued Volante de Empadronamiento that had been pending on my profile for weeks, and they have officially rejected it.

I have attached a new screenshot to this message showing the exact reason for their rejection. The system explicitly states: "Please provide a proof of address matching the account info".

An analysis of this latest rejection reveals a deliberate Catch-22 designed to indefinitely stall verification:

1. When I submitted my comprehensive file (which included the explanation of my address change and the corporate lease), it was rejected specifically because it was a "merged PDF".

2. Now that they have just reviewed the single, unmerged Volante de Empadronamiento exactly as requested, they rejected it because the address does not match my profile.

I cannot attach an explanation of my address change to the unmerged Volante without turning it back into a "merged PDF" and triggering the first rejection reason. I cannot upload the unmerged Volante alone without triggering the second rejection reason.

Their own support agent previously confirmed that I must upload the new address document so their team can manually update my profile. They are now utilizing their own system limitations to block the withdrawal.

Dear Rabona Casino Team,

I would like to follow up regarding the player’s address verification. Based on the information provided, it appears the player is currently facing difficulties completing the verification due to conflicting requirements.

Could you please clarify how the player should proceed in this situation? Specifically:

• Is it possible for your team to manually review the supporting explanation regarding the address change?
• What exact combination or format of documents would be acceptable in this case to successfully complete the verification?

We would appreciate your guidance so that the player can provide the correct documentation and move forward with the verification process.

Thank you in advance for your assistance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear gcvgn,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the gaming authority the casino is regulated by Anjouan and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at martina.b@casino.guru

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.