Rabona Casino - Τα κέρδη του παίκτη κατάσχονται.

I am filing a complaint against Rabona Casino due to unpaid winnings and issues with account verification.

I initially made a deposit of 250 CZK, which I lost. Subsequently, I received one chance to obtain a bonus in the Crab game as part of my deposit. I successfully obtained a four-leaf clover and received a bonus of 500 CZK, which I successfully wagered. The winnings from this bonus were converted into real balance, which I further increased through gameplay to approximately 487,500 CZK. In addition, I requested three withdrawals of 12,500 CZK each. The total disputed amount is therefore 525,000 CZK.

The casino requested verification documents, which I repeatedly submitted both through the website form and via email (to [email protected] and [email protected]). These included proof of identity, a selfie, proof of address, proof of bank account ownership, and payment method verification.

The casino confirmed receipt of the documents; however, the verification process has not yet been completed. Communication has been insufficient, and I have not received responses to my most recent emails.

Furthermore, the casino is currently operating on a suspicious domain (rab0na-7306.com), while the original domain appears to be blocked. The account verification section on the website is not functioning properly and repeatedly requests verification without allowing document uploads.

I requested my first withdrawal on 20/02/2026, and for most of the time there was a message indicating that my account was under review. For approximately the last two weeks, my withdrawals have been blocked, and no clear explanation has been provided.

I believe that I have fulfilled all the casino’s requirements and I request the completion of the verification process and payment of my winnings.

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.

Dear badjoker,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Could you please clarify when exactly you provided all your documents?
• Have you provided the documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear Kristýna,

Thank you for your assistance.

Since my last message, three withdrawals (each 12,500 CZK / 500 EUR) have been successfully processed and received, including one via bank transfer in CZK. However, a significant remaining balance is still unpaid, and I am waiting for further withdrawals to be processed.

Kind regards,

Jan B***

Update: One of my withdrawal requests submitted on April 7, 2026 has been under review for several days without progress. I am still waiting for it to be processed.

Update: My withdrawal request submitted on April 7, 2026 has now been under review for an extended period without any update. The casino has not responded to my recent emails. I am concerned about the delay despite my account being fully verified and previous withdrawals having been processed.

Thank you very much for your reply, badjoker. Have you tried contacting the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Kristina,

Thank you for your response.

I would like to inform you that I have already provided all the requested verification documents to the casino. To ensure everything is properly delivered and to avoid any delays, I have now forwarded all relevant communication, including the verification documents and supporting evidence, to your email.

The attached materials include:

All KYC documents submitted to the casino

Complete email communication with the casino

Screenshots documenting the entire case

Please let me know if any additional information is required from my side.

Thank you for your assistance.

Best regards,

Jan B***

Dear badjoker,

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, Mirka ([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,

Kristina

Dear Kristina,

Thank you for your assistance and for moving my case forward. I appreciate your help.

Best regards,

J** B****

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rabona Casino representative to join this conversation.

Dear Rabona Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Mirka,

Thank you for your involvement in my case.

I would like to inform you that after your public request for the casino’s response, I have received two withdrawals and one additional withdrawal is currently being processed.

It seems that the situation is progressing, and I will keep you updated once all funds are received.

Thank you again for your assistance.

Best regards,

J** B****

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 all,

Thank you for the patience.

We kindly inform that your account is verified .

Kind regards,

Rabona

Thank you for the update, Rabona Casino.

Dear badjoker,

Please notify me about frequencies of payouts and amounts you receive in the following weeks.

Dear Mirka,

Thank you for your assistance throughout this case.

For clarification, I would like to summarize the current status of my withdrawals related to the total winnings of approximately 525,000 CZK.

Initial withdrawals were processed previously.

Three withdrawals remained delayed for an extended period of time.

Following the recent communication through Casino Guru and the verification approval from the casino, these delayed withdrawals have now started to be processed.

Two of the delayed withdrawals have already been received.

The third delayed withdrawal has also now arrived successfully.

At the moment, I am continuing to monitor the withdrawal process and will keep this thread updated regarding any remaining balance or future withdrawals.

Thank you again for your assistance and oversight in this matter.

Best regards,

J** B****

Dear Mirka,

As requested, I would like to provide an update regarding the withdrawal process.

Two new withdrawals were fully processed by the casino on Friday, 08/05/2026, and the funds arrived successfully today, 11/05/2026.

I will continue to monitor and publicly update any further withdrawals through this complaint thread.

Best regards,

J** B****

Dear badjoker,

I am glad to hear, your withdrawals are starting to come in regularly. Since your verification issue has been resolved, and there is no withdrawal issue at the moment, I will mark the complaint as 'resolved' in our system.

If withdrawals stop being paid out, or start to be visibly delayed, feel free to reopen the case, and we will intervene with the casino once again.

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru

We’ve reopened this complaint at the request of badjoker. We have been informed, there were issues with withdrawal process.

Dear badjoker,

Can you please specify, how much you have received in May and June?

Hello, Mirko,

Thank you for reopening my complaint.

Regarding your question, I would like to state that according to the withdrawal history at Rabona Casino:

In May 2026, I received 14 completed withdrawals totaling CZK 175,000. In the same month, one withdrawal was returned to my player account due to an alleged external processing error.

In June 2026, I received 10 completed withdrawals totaling CZK 125,000. During June, five withdrawals were returned to my player account for the same reason.

At the time I requested to reopen the complaint, the withdrawals filed on 5/13/2026 and 5/14/2026 had been pending for over a month without any specific explanation.

Since these two withdrawals remained unresolved, I intentionally submitted only one new withdrawal request at a time, even though I could have multiple withdrawals active at the same time. I wanted to resolve the oldest pending requests first.

During this time, I contacted Rabona customer support several times, repeatedly asking why these two specific withdrawals were not processed. Unfortunately, I never received a direct answer. I only received general information about the withdrawal process that was not relevant to my specific questions.

The day after I requested to reopen the complaint, both long-pending withdrawals were finally approved and arrived in my bank account shortly thereafter.

While I appreciate that these two withdrawals were eventually paid out, I remain concerned about the repeated withdrawal returns. A total of six previously approved withdrawal requests have been returned to my player account, citing an alleged external processing error.

I also contacted my bank, Komerční banka, to verify if the problem could be on my side. I was told that there was no problem detected in my bank account that would explain these repeated returned withdrawals.

Therefore, I would appreciate it if Rabona provided a specific explanation of what caused these repeated payment problems and what measures it has taken to ensure that this situation does not happen again.

Best regards

Badjoker

Dobrý den, Mirko,

děkuji za znovuotevření mé stížnosti.

K Vaší otázce uvádím, že podle historie výběrů v kasinu Rabona:

v květnu 2026 jsem obdržel 14 dokončených výběrů v celkové výši 175 000 Kč. Ve stejném měsíci byl jeden výběr vrácen zpět na můj hráčský účet z důvodu údajné externí chyby při zpracování.

v červnu 2026 jsem obdržel 10 dokončených výběrů v celkové výši 125 000 Kč. V průběhu června bylo pět výběrů vráceno zpět na můj hráčský účet ze stejného důvodu.

V době, kdy jsem požádal o znovuotevření stížnosti, byly výběry podané dne 13. 5. 2026 a 14. 5. 2026 nevyřízené déle než jeden měsíc bez jakéhokoli konkrétního vysvětlení.

Protože tyto dva výběry zůstávaly nevyřešené, záměrně jsem podával vždy pouze jednu novou žádost o výběr, přestože jsem mohl mít aktivních více výběrů současně. Chtěl jsem nejprve vyřešit nejstarší nevyřízené žádosti.

Během této doby jsem několikrát kontaktoval zákaznickou podporu Rabony a opakovaně se ptal, proč tyto dva konkrétní výběry nebyly zpracovány. Bohužel jsem nikdy neobdržel přímou odpověď. Dostával jsem pouze obecné informace o procesu výběrů, které se mých konkrétních dotazů netýkaly.

Den poté, co jsem požádal o znovuotevření stížnosti, byly oba dlouhodobě čekající výběry konečně schváleny a krátce nato dorazily na můj bankovní účet.

Přestože oceňuji, že byly tyto dva výběry nakonec vyplaceny, nadále mě znepokojuje opakované vracení výběrů. Celkem šest již schválených žádostí o výběr bylo vráceno zpět na můj hráčský účet s odůvodněním údajné externí chyby při zpracování.

Kontaktoval jsem také svou banku, Komerční banku, abych ověřil, zda problém nemůže být na mé straně. Bylo mi sděleno, že na mém bankovním účtu nebyl zjištěn žádný problém, který by tyto opakované vrácené výběry vysvětloval.

Proto bych ocenil, kdyby Rabona poskytla konkrétní vysvětlení, co způsobilo tyto opakované problémy s výplatami a jaká opatření přijala, aby se tato situace již neopakovala.

S pozdravem

Badjoker

Dear Rabona Casino,

Can you please specify the reasons for cancellations of withdrawals, and provide the player suggestions, that would help to speed up the withdrawal process?

Thank you.