Rabona Casino - Spillerens konto er under gennemgang, og adgangen er blokeret.

Hello, I have a problem with withdrawing more than 10k euros.

I didn't break any of the rules, I didn't play on bonuses, I don't have multiple accounts. Additionally, my account has VIP status because I lost some money there, and my account has been under review for 14 days and I haven't received any response as to why it's under review and when it will end. I can't log in to my account

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 your complaint. I’m sorry to hear about your negative experience with Rabona Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

1. I have been a player at this casino since 2023.
2. On 28 December 2025, I wanted to log in to my account, but when I entered the password, a message appeared saying that my account is being analyzed, and it has been that way until today.
3. It's been a while since I had an account there, but the last big win was from the casino - poker. I don't use any fraudulent methods and I follow the casion's terms and conditions.
4. No, i play with my real money
5. I just sent to your e-mail chat transription.

Dear Sanchi,

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.

Kind regards,

Tomas

Dear Sanchi,

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 and state the reason why the player cannot withdraw his money from the account?

Thank you in advance for providing the information.

Dear Sanchi,

Thank you for bringing this to our attention.

We would like to inform you that, as an administrative decision, your account has been closed. This action is taken in accordance with Section 3.9 of our Terms and Conditions, which states: "We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

In order for us to proceed with a detailed investigation and review your case, your account must undergo a full verification process. Please send the following documents to complaints@rabona.com:

*Identification Document: High-quality photos of both the front and back sides, ensuring all four corners are clearly visible.

*Proof of Address: A document confirming your residential address (utility bill or bank statement; please note that digital/online-only bank statements are not accepted).

*Skrill Account Verification: Screenshots of your Skrill account showing the personal details page and the transaction history of deposits made to the casino.

*Bank Statement: A statement showing the transfers to your Blik account, confirming the deposits made to our casino.

*Selfie with ID: A photo of yourself holding your ID document next to your face, with our website and the casino name clearly visible in the background.

Please provide these documents as soon as possible so that we may proceed with the review of your case.

Best regards,

Rabona Casino Team

Hi, all the required documents by Rabone were sent to complaints@rabona.com - January 21, 2026.

I'm waiting for a response.

Thank you Sanchi!

Dear Rabona Casino, once you review the document provided by the player, please let us know.

Thank you in advance

Dear Sanchi,

Thank you for providing the previously requested documents.

We would like to inform you that, upon review, we require one additional document to proceed with the verification:

*Your full Skrill transaction history for the entire month of December 2025, showing all transactions.

You may provide this document by simply replying to the previous email thread where you sent your earlier documents.

Thank you for your continued cooperation.

Best regards,

Rabona Casino Team

Hello, I sent documents today. I also added file here.

I'm waiting for your reply

Dear Sanchi,

Thank you for your cooperation and for providing the information so far.

We would like to inform you that our relevant department requires the original, downloaded PDF file of your transaction history instead of screenshots. Could you please submit your complete transaction history for the entire month of December in this format by replying to our previous email?

The original PDF is necessary for the final validation of your account. Thank you for your understanding and cooperation in resolving this matter!

Best regards,

Rabona Casino Team

Hello, I send mail today. Im waiting for my money.

Hey, rabona decided to pay after 38 days, but I haven't received the money yet. Rabona doesn't respond to my emails, so I'm writing here.

1. Why was only PLN 36,581 ordered when there was approximately PLN 42,500 in the account.

2. When the remaining amount will be ordered to be paid out.

3. What wallet was the withdrawal made to, as I haven't received any information from you about where the money is being withdrawn to.

Dear Rabona Casino,

I kindly request that you respond to the players' inquiries at your earliest convenience. Your prompt attention to this matter would be greatly appreciated.

Dear Sanchi,

Thank you for your message. We would like to clarify the status of your funds:

Pending Requests: The three withdrawal requests you previously initiated—totaling 6,000 PLN—have been successfully processed on our end today via Bank Transfer.

Remaining Balance: Regarding the remaining amount of 36,581 PLN, please be informed that we have already initiated one final manual transaction via Bank Transfer to settle your full balance. This is currently being processed by our relevant department.

Payment Method: All payouts are being sent via Bank Transfer, as per your initial requests. Please allow a few business days for the funds to reflect in your bank account.

Thank you for your patience while we finalize this last step.

Best regards,

Rabona Casino Team

Thank you for your response, but I still haven't received any money. I have a question: why are you deciding where the money should be paid out without my knowledge? I deposited money into your casino through Skrill, and I would like to receive the money to skrill, but you decided to pay it out to my bank account without my knowledge. Please hold payment of 36518zł and pay it out to Skrill. I don't want to send money to my bank account.

"Payment Method: All payouts are being sent via Bank Transfer, as per your initial requests. Please allow a few business days for the funds to reflect in your bank account. "

I didn't request this amount to be paid out to a bank account - so why are you lying? On December 24, I wanted to withdraw PLN 200 to a bank account, but I didn't request to withdraw the sum of PLN 36,581 to a bank account.

Dear Rabona Casino,

I hope this message finds you well. I would like to kindly request some clarification regarding a specific matter.

Is my understanding correct that you have initiated the withdrawal of the remaining balance of the player's funds without a formal request from him?

Please let me understand! Thank you so much in advance

Dear Sanchi and Martina,

Thank you for the clarification. We would like to explain our process to resolve this misunderstanding.

To be precise, there were three pending withdrawal requests submitted by the player, totaling 6,000 PLN. These were successfully processed using the payment method chosen by the player (Bank Transfer).

As the account was being settled, our financial department considered it appropriate to use this same verified method for the remaining balance to ensure the funds reached the player securely. However, as this final transaction has not yet been finalized:

We would like to ask the player directly: how would you prefer to receive the remaining 36,581 PLN? If you would like to use an alternative payment method, please let us know so we can coordinate with our financial department to see if it is feasible and what steps are necessary. Our only goal is to ensure you receive your full balance in a way that is convenient for you.

Best regards,

Rabona Casino Team

Hello, thank you very much for your reply. I would like to receive the money using the same payment method I used to deposit. So I want 36581 zł to my Skrill

Dear Rabona Casino,

Could you please provide information regarding the expected timeline for the money to be transferred to the player’s Skrill account? Your assistance in this matter would be greatly appreciated.

Thank you very much in advance for your help.

Dear All,

We would like to provide a brief update on this case.

We are committed to resolving this matter as quickly as possible and are currently working on fulfilling the player's request to process the remaining funds via an alternative payment method.

To proceed, we have sent a follow-up email to the player requesting a screenshot of their Skrill account details (personal information page) to verify ownership. Once we receive this information, we will move forward with the transaction.

We are doing our best to ensure a smooth and acceptable resolution for the player.

Best regards,

Rabona Casino Team

Dear Rabona Casino Team, thank you very much for the update!

Dear Sanchi, I would appreciate it if you could inform me once you have sent the document to the casino. Thank you for your cooperation!

Hello, you already requested these documents and they were sent to you, but I sent it again

Dear Sanchi, thank you very much!

Dear Rabona Casino Casino,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Sanchi´s verification process.

Please let us know at your earliest convenience.

Rabona Casino, I have a question. Why did you first authorize a withdrawal of 36,581 PLN, and then today you canceled all withdrawals? What happened? When will I receive the money on Skrill?

Dear Rabona Casino,

We kindly request an update regarding the status of our withdrawal of 36,581 PLN. Thank you very much for your assistance in this matter. We truly appreciate your attention.

Rabona Casino how looks situation? If you cant send money via Skrill we can use another method

Dear Sanchi,

Thank you for reaching out, and we sincerely apologize for the confusion regarding your cancelled withdrawals.

To clarify, we had originally scheduled your withdrawal of 36,581 PLN to your Skrill account; however, due to unforeseen technical issues with the payment provider, the transaction could not be completed.

We truly understand that a standard bank transfer may not be your preferred alternative. To ensure you receive your funds as smoothly as possible, we would like to offer Cryptocurrency as a faster alternative.

We can process your payout via any of the following supported methods:

BTC (Bitcoin)

LTC (Litecoin)

DOGE (Dogecoin)

ETH (Ethereum)

USDC (ERC20)

If this is acceptable to you, please provide us with your crypto wallet address.

Once we have the details, our Finance Team will prioritize your request. Thank you for your patience and understanding.

Best regards,

Rabona Casino Team

Send money to my bank account, which you get in mails. I want 6x4200 zł and 2981

Good morning, I'm sending an update on my case. Rabona, even though she had already paid me once and had my information, asked me the same thing again. Of course, I sent everything yesterday, but I still haven't received the money.

Dear Rabona Casino,

can you please give us an update regarding the player´s withdrawals?

Thank you so much in advance

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 All,

We are pleased to confirm that nearly all pending player withdrawals have been successfully processed.

At this time, there is one remaining withdrawal of 2,981.00 PLN currently being finalized. This final payout is being prioritized, and we expect it to be completed as soon as possible

Best regards,

Rabona Casino Team

Those are very good news! Thank you Rabona Casino!

Dear Sanchi

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Sanchi,

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,
Martina
Casino.Guru