Rabona Casino - L'elaborazione del prelievo delle somme vinte dal giocatore è in ritardo.

Hello, I am requesting your team's intervention to resolve a dispute with Rabona Casino.

I requested three withdrawals of €500 each, for a total of €1,500. On June 7th, 8th, and 9th.

My gaming account is fully verified (KYC procedure already approved in the past) and I have already made successful withdrawals on this platform.

The official Terms and Conditions on the Rabona website clearly state that withdrawals are processed within 3 business days of the request. This limit officially expired on Wednesday at midnight.

I contacted customer support both via chat and email, and found some inappropriate behavior:

In Live Chat, the operator expressly acknowledged in writing the delay by the finance department.

Via email, support provided me with false information that violated their own regulations, claiming that processing times were 3-5 business days, just to stall.

This stalemate is blocking my entire account. Since Rabona's rules allow a maximum of three simultaneous withdrawal requests, I can't withdraw the remaining €3,000 in my balance until these first three are processed.

I'm attaching screenshots of my account history, the official Rabona Terms and Conditions page, the chat with the operator, and the email I received from support. I request immediate payment for my transactions. Thank you.

Salve, richiedo l'intervento del vostro team per risolvere una controversia con il casinò Rabona

Ho richiesto 3 prelievi da 500€ ciascuno, per un totale di 1.500€. In data 7,8,9 giugno .

Il mio conto gioco è interamente verificato (procedura KYC già approvata in passato) e ho già effettuato prelievi con successo su questa piattaforma.

I Termini e Condizioni ufficiali presenti sul sito di Rabona specificano chiaramente che i prelievi vengono elaborati entro 3 giorni lavorativi dalla richiesta. Questo limite è ufficialmente scaduto mercoledì a mezzanotte.

Ho contattato l'assistenza clienti sia via chat che via email, riscontrando comportamenti scorretti:

In Live Chat l'operatore ha espressamente ammesso per iscritto il ritardo del dipartimento finanziario.

Via email, il supporto mi ha fornito informazioni false e contrarie al loro stesso regolamento, dichiarando che le tempistiche di elaborazione sono di 3-5 giorni lavorativi, al solo scopo di prendere tempo.

Questa situazione di stallo mi sta bloccando l'intero account. Poiché il regolamento di Rabona permette un massimo di 3 richieste di prelievo contemporanee, non posso prelevare i restanti 3.000€ ancora presenti sul mio saldo finché non elaborano questi primi tre.

Allego alla presente gli screenshot della cronologia del conto, della pagina dei Termini e Condizioni ufficiali di Rabona, della chat con l'operatore e della mail ricevuta dall'assistenza. Chiedo il pagamento immediato delle transazioni. Grazie.

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Dear Giorgio33,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Karla, thanks for your feedback. I understand your 14-day policy and will wait. However, I'd like to point out that my account is already fully verified (KYC approved in the past) and I've already successfully withdrawn funds. Furthermore, Rabona's official Terms and Conditions stipulate processing within 3 business days (which have already largely expired), and support provided me with false written information about 5 business days. I'll update you here after the 14 days or as soon as I hear anything new.

Ciao Karla, grazie per il riscontro. Capisco la vostra politica dei 14 giorni e attenderò. Ci tengo però a precisare che il mio account è già interamente verificato (KYC approvato in passato) e ho già prelevato con successo. Inoltre, i Termini ufficiali di Rabona prevedono l'elaborazione in 3 giorni lavorativi (già ampiamente scaduti) e l'assistenza mi ha fornito per iscritto informazioni false parlando di 5 giorni lavorativi. Vi aggiornerò qui allo scadere dei 14 giorni o non appena riceverò novità.

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

Dear Giorgio33,

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,

Karla