Rabona Casino - Spillerens tilbagetrækning af gevinster er forsinket.

Good morning, I made my first withdrawal on 04/25/2024 of €500.00 and I have two others pending. It's been over a week and the withdrawal has not been processed yet. Given that I have other withdrawals of more than €3000 to make, at this rate, I'll never see my money. No bonus used, no spins, I have withdrawn to the card which I used to deposit, no KYC verification request, the helpdesk keeps saying everything is ok and they will urge the finance department, but still nothing. Please help me.

Buongiorno, ho fatto il primo prelievo in data 25.04.2024 da €500,00 e ne ho altri due in pendenza, è passata oltre una settimana e il prelievo non è stato ancora processato. Considerando che ho altri prelievi per oltre 3000€ da effettuare, di questo passo non vedrò mai i miei soldi. Nessun bonus utilizzato, nessuno spin, ho prelevato sulla carta con cui ho fatto il versamento, nessuna richiesta di verifica KYC, l'assistenza continua a dire che è tutto ok e che solleciteranno il dipartimento finanziario, ma ancora nulla. Per piacere aiutatemi.

Dear mdecarol,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear mdecarol,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.