Rabona Casino - Hráč čelí opožděnému ověření účtu.

I have been a customer with this sports betting provider/casino for more than 2 years and have frequently deposited and withdrawn three-figure amounts. Two weeks ago, I was asked to verify my account. I submitted all documents related to deposits and withdrawals from my bank account and Jeton via email and uploaded them to my account. Unfortunately, I have not received any response for the past two weeks regarding when the verification will be completed. Even the live chat could not assist me.

Bei diesem Sportwettenanbieter/Casino bin ich schon mehr als 2 Jahren Kunde und habe auch öfters dreistellige Beträge ein- und ausgezahlt. Vor zwei Wochen wurde ich aufgefordert mich zu verifizieren. Ich habe alle Unterlagen zu Ein- und Auszahlungen von meinem Bankkonto und Jeton eingereicht per E-Mail und auf meinem Konto hochgeladen. Leider habe ich seit zwei Wochen keine Antwort erhalten, wann die Verifizierung abgeschlossen wird. Auch im Live-Chat konnte mir niemand helfen.

Dear fcn122,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the account verification process, especially considering your long-standing relationship with the casino.

To help us better understand and resolve your situation, could you please clarify a few points?

• When you submitted your verification documents, did the casino provide you with any confirmation of receipt or an estimated timeline for the verification process?
• Could you confirm the types of games you have been involved with during your time with this casino (e.g., sports betting, casino games, slots, etc.)?
• Did you receive any specific reason for the delay in verification, or was it just stated that the process is ongoing?
• Have you tried reaching out to any other support channels (email, phone) aside from live chat, and if so, what responses have you received?
• Was there anything specific about your documents or account that the casino flagged as needing further review?

Your cooperation is crucial for us to proceed with this case and work towards resolving the issue. Without your input, we won’t be able to mediate effectively. If you have any relevant communication or documents, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.