Rabona Casino - Račun igrača je zamrznut, a isplate su odložene.

I have played at Rabona. Many withdrawals went fine. My balance is 3000 nok and I want to take out those money, but It says the account is frozen and I cant withdraw before verifying.

Then I had to verify. I somehow forgot it, but eventually I sent in documents. this was start of April.

I had contact with chat, but they say it takes long time. That is just draining. I sent in the documents they requested. They have not processed it in and it has been 4 weeks, that is not good enough. disappointed, and hope that this complaint will speed things up. to verify takes maximum 5 minutes.

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 veetlejoh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents with a time frame for when you can expect your account to be verified and in the correct format?

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

Petra