Rabbit Win Casino - Výběr hráče byl zpožděn.

I recently tried, for the first time, to withdraw money from RabbitWin. The approval process takes 36 hours and after trying 3 times it became apparent the withdrawal was not going to work.

All of the reasons they provided were "technical issues" and they could not say when these issues would be fixed. I tried with multiple cards, including setting up a virtual card as they suggested -- which still didn't work.

I am requesting a refund for the deposits made into the account -- why would I bother depositing if there is not way to withdraw? I am unsure of the exact amount as they have no option to view deposits and after requesting a breakdown they have not responded.

I plan on closing my account but am wary of doing so before this request.

Hello fmj7tp8y7x,

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

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Yes my account is fully verified — I provided all documentation and received emails letting me know it was accepted. I have been verified since the beginning of May.

The withdrawal time frame was 36 hours as the website and live chat informed me. However, I received this email.

I tried again and received the same email again. I contacted live chat who advised me to create a virtual card however I had already done this.

all funds were my own, no bonuses.

I have been contacting the casino over the last week mainly over live chat but also via email on Wednesday and have had no response.

Hello fmj7tp8y7x,

Which payment method are you trying to use to withdraw? Did you try to use a different method?

Hi Nick,

They only have one withdrawal method: Mastercard. I tried my Mastercard and then when that didn’t work created a virtual card as they advised. This still didn’t work.

Laura

Would it be possible to forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Hi Nick,

Most communication has been via live chat however I will forward the emails I sent — although I received no reply.

Thank you fmj7tp8y7x for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi fmj7tp8y7x,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Rabbit Win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you can offer any alternative way for the player to withdraw her funds?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear fmj7tp8y7x,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia