Good afternoon,

I won 5000€ on the slots, and since then I've been going through an identity verification process. I've submitted all the necessary documentation, which has been accepted, but my verification status remains pending. They haven't given me a timeline for when the account verification process and subsequent withdrawal of my winnings will be completed. I've spoken with the chat support numerous times, which always redirects me to the finance department and asks me to wait for a verification confirmation email that NEVER arrives! I've also sent an email to the support team, who simply tell me that the verification process is ongoing but they don't give me any estimated completion date! I want to withdraw my winnings as I've already submitted and had all my documentation validated.

Boa tarde,

ganhei nas slots 5000€, desde ent?o estou em processo de verifica??o de identidade , já apresentei toda a documenta??o que foi aceite e o estado de verifica??o continua pendente sem que me dêm um prazo para concluir o processo de verifica??o de conta e posteriormente possa levantar os meus ganhos. Já falei várias vezes com o chat que me reencaminha sempre para o departamento financeiro e e pede para aguardar um email de confirma??o de verifica??o que NUNCA chega! Enviei também email para a equipa de suporte que apenas me diz que está a decorrer o processo de verifica??o mas n?o me d?o qualquer prazo de conclus?o! Quero levantar os meus ganhos pois já apresentei toda a documenta??o e vou validada.

Hello Margarida88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rabona Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Good morning Nick

Thank you very much in advance for your response.

I requested the withdrawal on March 3rd, the process started immediately the next day. Initially they asked me for my citizenship card, and the two cards I used for my deposits (debit and credit cards). Also a photo of my face to compare to the identification document.

The documents were accepted.

After 5 rather than 3 business days they decided to ask for my bank statement, I also provided it and it was accepted. Since then I have been waiting for the verification process to be completed or for more documents to be requested. But the casino's bad faith is that since I won the €5500.02 I've never been able to play again because of a server error, they intend to use the 90 days without activity to delete my account and not have to pay me! I talk to chat daily and every day I ask support for updates via email. Without concrete answers to my questions, everything is vague to say or they have already forwarded it to the finance department, in the case of the game error they forwarded it to the technology department, by this I mean that each chat attendant gives a different answer with no relevance to solving the problem and by email

support only tells me that they received the email, an automatic response. I just received an email in which I did not

Can you give a verification period because each time a document is requested it adds another three days, and for how long are we going to continue this?

Thank you, please help me because I played without any bonus just betting my money

should have already received the same

profit. Thanks

Bom dia Nick

desde já muito obrigada pela sua resposta.

pedi o levantamento dia 3 de Mar?o, o processo come?ou imediatamente no dia seguinte. Inicialmente pediram-me cart?o de cidad?o, e os dois cart?es que utilizei para os meus depósitos (cart?o de débito e de crédito). Uma foto da minha cara também para compararem ao documento de identifica??o.

Os documentos foram aceites.

passados 5 e n?o 3 dias úteis decidiram pedir o meu extrato bancário também facultei e foi aceite. Desde ent?o aguardo que o processo de verifica??o seja encerrado ou que pe?am mais documentos. Mas a má fé do casino é que desde que ganhei os 5500,02€ nunca mais consegui jogar porque da erro de servidor, eles pretendem usar os 90 dias sem atividade para excluírem a minha conta e n?o terem de me pagar! Falo diariamente com o chat e todos os dias pe?o atualiza??o por email ao suporte. Sem respostas concretas às minhas perguntas, tudo vago a dizer ou que já encaminharam para o departamento financeiro, no caso do erro do jogo que encaminharam para o departamento tecnológico, quero com isto dizer que cada atende dor do chat da uma resposta diferente sem relevancia para a resolu??o do problema e por emal

o suporte só me diz que recebeu o email, uma resposta automática. Apenas recebi um email em que n?o me

conseguem dar um prazo de verifica??o pois de cada vez que é pedido um documento acrescenta mais três dias, e andamos nisto até quando?

agrade?o que pf me ajudem pois eu joguei sem qualquer bónus apenas a apostar o meu dinheiro

ja deveria ter recebido da mesma forma o

lucro. Obrigada

If you want, I can email you all the conversations via email and chat.

Se quiser posso enviar por email todas as conversa via email e chat

Hello Margarida88,

We can only tell a recommended period based on previous experience which is 14 days. If it's been less, I would recommend to wait. Meanwhile, if you have any other conversation with the casino regarding the case, you can forward it to [email protected].

Please let us know in case of any update.

Regards,

Nick

Hello good afternoon

They have already processed the first €500

there was no error

bad

Go to my account and I'll let you know, thank you very much for your attention.

Olá boa tarde

ja processaram os primeiros 500€

nao deu erro

mal

caia na minha conta eu aviso muito obrigada pela aten??o

Hello Margarida88,

How many more withdrawals in what sums are still pending or do you consider the case as resolved as the casino started to pay out the balance?

Hello

I already received €500

I'm waiting for the second withdrawal

I can't do three at the same time

Ola

ja recebi 500€

aguardo o segundo saque

nao consigo até três ao mesmo tempo

Hello Margarida88,

As every withdrawal may take up to 14 days, please let us know once the remaining withdrawals arrive.

Hello Nick

I had three pending withdrawals and Rabona casino simply canceled them! This delays the lifting! Can you help me? I have managed to raise €1000 so far (500€+500) I have €3300 to withdraw

At this point I requested a withdrawal of €1000 (again) and a withdrawal of €500 because the pending withdrawals were canceled without my authorization

Olá Nick

tinha três levantamentos pendentes e o casino Rabona simplesmente os cancela! Isso atrasa o levantamento! Pode ajudar-me? Consegui levantar até agora 1000€ (500€+500) tenho 3300€ por levantar

neste momento pedi um levantamento de 1000€ (de novo) e um de 500€ porque me cancelaram sem minha autoriza??o os levantamentos pendentes

Thank you Margarida88 for all the information provided. I will now forward your complaint to my colleague Katarína ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

They delay withdrawals by automatically canceling them without the player's authorization for people to spend the money, continue playing and spend the balance. At the moment I no longer have a balance for that reason. They took everything with their tricks. They should pay for the automatic cancellations they made

Eles atrasam os levantamentos cancelando-os automaticamente sem autoriza??o do jogador para as pessoas gastarem o dinheiro, continuarem a jogar e gastarem o saldo. Eu neste momento já n?o tenho saldo por isso mesmo. Levaram tudo com os truques deles. Deviam pagar os cancelamentos automáticos que fizeram

Hello Margarida88,

my name is Katarina and I am sorry for the situation you found yourself in.

Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.

Please inform me if there is any additional information that I may have overlooked. However, I regret to inform you that I may be compelled to reject your complaint as unjustified. I sincerely wish I could offer more assistance. Thank you in advance for your understanding and response.

Never play at this casino! Run away

Nunca joguem neste casino! Fujam

Hello Margarida88,

I will be closing this complaint now, since there is nothing we can do at this point. I do wish you all the best, and please do not hesitate to reach out anytime you need a help with any casinos.

Katarina