Rabona Casino - Il ritiro del giocatore è stato posticipato.

Dear Casino Guru Complaint Team,

I would like to file a formal complaint against Rabona Casino.

• Current balance: €50,000

• Withdrawal requested on 20 June 2026

• Currently €1,500 (3 × €500 Bank Transfer) are already in the withdrawal queue and marked as "In Bearbeitung"

• I have completed all required verification documents multiple times. All were approved.

Support told me the case was escalated to the Finance Department with highest priority, but there has been no payout and no concrete timeline after almost 5 weeks.

This delay is causing me serious financial problems.

I can provide all chat logs, screenshots (current balance, pending withdrawals, verification screen) and documents.

Please open a complaint and help me get my withdrawal processed as soon as possible.

Thank you very much.

Best regards

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate the winnings you've been trying to withdraw? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Which documents were you requested to submit to the casino for verification? Which of your documents were reviewed and approved most recently?

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

Veronika

Hi Veronika,

thank you very much for your quick reply and for looking into my case.

Here are the answers to your questions:

Yes, I have made several successful withdrawals from Rabona in the past. My account is already several years old and I have successfully withdrawn smaller amounts up to around €1,000 multiple times without any issues.

My winnings were accumulated over a period of 5-6 weeks mainly from a mix of slots and sports betting. I did not use any bonus during this time.

I played without any active bonus.

For verification I was asked to submit the following documents:

Proof of identity (ID + selfie)

Proof of address (Meldebescheinigung zur Sozialversicherung)

Bank account confirmation from N26

Proof of card ownership

Most of the documents were reviewed and approved quite quickly. There were only some technical issues with the card proof, which I resolved by uploading everything as requested.

Also important to mention: My current balance has now increased to approximately €90,000. This is an extremely large amount of money for me and the ongoing delay is causing me significant financial stress.

I would be happy to send you any additional screenshots, chat logs or documents if needed.

Thank you again for your help. I really hope we can resolve this soon.

Best regards,

Marcel F.

Hi Veronika,

just wanted to check back in — how is it going with my complaint?

Could you please contact Rabona directly on my behalf? I would also be willing to accept a reasonable compensation offer from them.

Thank you very much.

Best regards,

Marcel F.

Dear Marcelxfauss

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 ([email protected]). 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,

Veronika

Dear Marcelxfauss,

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 all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Rabona

Dear Marcelxfauss,

Thank you for the update!

Dear Rabona Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

Thank you for the patience.

We would like to inform you that your account is verified.

Kind regards,

Rabona

Dear Martina,

Dear Rabona Team,

thank you for the update and the quick response.

I can confirm that my account is now fully verified and the withdrawal restriction has been lifted.

I requested a new withdrawal two days ago.

My current balance is approximately €220,000.

I will keep this complaint open for the time being, as the funds have not been received yet.

Thank you for your continued assistance.

Best regards,

Marcel Fauss

Dear Martina,

Dear Rabona Team,

thank you very much for processing my recent withdrawal. I have successfully received the first €1,000.

My current balance is approximately €85,000.

I would like to ask Casino Guru whether I should keep this complaint open for the time being. I would prefer to wait a bit longer before closing it, just to make sure that further withdrawals will also be processed without issues.

Thank you for your support.

Best regards,

Marcel Fauss

Dear Marcelxfauss,

Sure! Let´s wait for couple more withdrawal requests to be completed.

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 Martina,

Dear Rabona Team,

thank you for your reply and the update.

I agree to wait for a couple more withdrawals to be completed before considering the complaint resolved.

In the meantime, I would like to ask the Rabona Team directly:

Is it possible to increase my withdrawal limit?

I have already wagered approximately €1.6 million on the platform and believe I should qualify for VIP status or higher withdrawal limits by now.

Thank you for looking into this.

Best regards,

MF

Dear Marcelxfauss,

Thank you for the reply.

Please be informed that we are not able to request a higher Withdrawal limit neither weekly or monthly.

To ensure fairness and compliance, We must follow the standard withdrawal limits outlined in Section 6.11 of our Terms and Conditions.

As a reminder this is the General Terms and Conditions that was accepted when the account was created:

6.11: - All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

We understand this may be frustrating but rest assured that our team is doing all the necessary to process the withdrawals request.

We have forwarded a request to speed up the pending withdrawals requests once again to the relevant department.

We hope we can finalize your requested withdrawals as soon as possible.

Kind regards,

Rabona Casino

Dear Rabona Casino Team,

please keep us updated.

Thank you in advance

Dear Marcelxfauss,

We have escalated your transactions for priority processing. Our team is actively expediting the review to ensure your funds are released as quickly as possible.

We appreciate your patience and understanding.

Kind regards,

Rabona Casino Team

Dear all,

Thank you for the patience.

We would like to inform you that the latest withdrawals of the player is completed, regarding the pending withdrawals will be proceeded soon.

Kind regards,

Rabona

Dear all,

Thank you for the patience.

We would like to inform you that the latest withdrawals of the player is completed.

Kind regards,

Rabona

Hello Marcelxfauss,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much Rabona team for the update!

Dear Marcelxfauss,

Can you please let me know if you have already received your money?

Thank you so much in advance

Dear Martina,

thank you for checking in.

So far I have received €7,000 in total. After that, my monthly withdrawal limit was reached, so no further payouts were possible at that time.

About 5 days ago I submitted new withdrawal requests. I have not received any of these new payments yet.

Because of this, I would like to keep the complaint open for now until the remaining withdrawals are processed.

Thank you again for your help.

Best regards,

MF

Dear Rabona Casino Team,

Could you please provide us with an update regarding the current status of player´s withdrawal requestst?

Thank you very much in advance for your cooperation.

Dear all,

Thank you for the patience,

We would like to inform you that the withdrawals has been completed, regarding the pending withdrawals will be proceeded soon.

Kind regards,

Rabona

Thank you Rabona Casino Team, for the good news!

Dear Marcelxfauss

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marcelxfauss,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina