Rabona Casino - Povlačenje igrača je odloženo.

Hello,

I would like to file a complaint against Rabona Casino regarding a delayed withdrawal.

I requested a withdrawal of $500 via USDT (ERC20) on 17/03/2026, and as of today, I have still not received my funds. The withdrawal has been stuck in the status "verification in progress" for over a month, which is far beyond the stated processing time of 3–5 working days.

I have contacted customer support multiple times, and although they repeatedly assure me that the issue is "almost resolved" or "being processed," no actual progress has been made. I have received only generic responses without any clear explanation for the delay.

Additionally, I was given incorrect information regarding the withdrawal date, which raises further concerns about how my case is being handled.

This delay is completely unreasonable and unacceptable. I believe my withdrawal is being unfairly withheld without proper justification.

Details:

Casino: Rabona Casino

Withdrawal amount: $500

Payment method: USDT (ERC20)

Request date: 17/03/2026

Current status: Verification in progress (over 1 month)

I kindly request your assistance in resolving this issue and ensuring that my withdrawal is processed immediately.

I am attaching screenshots of the withdrawal request and my communication with customer support as evidence.

Thank you for your help.

Best regards,

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Attila

Hello Attila,

Thank you for your response and for handling my complaint.

I have not made any successful withdrawals before.

My account is not yet verified. However, I have not been asked to provide any documents so far, and I am fully ready to complete the KYC process immediately if required.

My winnings were made without using any active bonus. They are from my own deposited funds.

My withdrawal request has been pending for over a month now without any clear explanation. I have contacted support multiple times, but I only receive generic responses saying that my request is "being processed," without any request for verification or further steps.

I kindly ask for your assistance in contacting the casino and helping to resolve this issue as soon as possible, or at least to clarify if any action is required from my side.

Thank you in advance for your help.

Best rega

rds, [Redacted]

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,

Attila

Hello Belmir123,

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? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Belmir123 can expect their withdrawal to be processed?

Dear Casino Guru,

To move forward with this request, the player must upload their ID, a standard selfie, and a selfie holding their ID with our casino page visible in the background.

As these documents have not yet been submitted, the withdrawal process is currently on hold.

We will proceed with the review as soon as the documentation is received.

Kind Regards,

Rabona Team

Dear casino representative,

thank you for your response.

Dear Belmir123,

were you now asked to complete the verification procedure? Please let us know once you complete the process, or are in need of assistance.

Dear Belmir123,

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,
Martin
Casino.Guru