Rabona — player complaint #60145, 2023-11-10: verification

Hello! I would like to file a complaint against Rabona Casino for not verifying my ID and proof of address for almost a month now, which led to the fact that I was never able to withdraw any winnings. I registered my account with them on the 14th of October and deposited over 6.000 EUR. On the first or second day I was able request a withdrawal, had to wait over 5 days for it to be checked, as per their T&C - no problem. After that I’ve been asked to upload verification documents on their site via the profile and I did it, which required another 5 days for it to be verified, sounded like a nonsense to me but okay. Every time I would submit ID and proof of address through the profile, along with my selfie I got a message saying «thank you, that’s all we need to start verifying your documents” after coming back to the page documents were still appearing as required, not submitted. I’ve done the same process several times and still was getting this message. I decided to contact customer support and explain the situation, I was told documents are received and will be checked, after a few days I was asked to send documents via email. This happened on the 26th of October. Days go by - no emails, no verification done-nothing. Once again I’m being told it can take up to 5 days. As a player I find it very unprofessional to have this back and forth with the casino regarding verification of documents since I am not able to withdraw any funds and no one contacts me, I always had to initiate conversations myself. On the 8th of November when I came to the chat and asked why no one is answering my emails, because no one actually did and why documents aren’t verified I’ve been told that I still have to submit my ID. Agents were not helpful all the time, they were taking up to 10 minutes to supposedly check something and then come up with a standard answer. I had to kindly ask the agent to actually read previous chats and emails to understand my situation. On the same day, 8th of November I was asked to resend documents via email once again! Agent said she put a sense of urgency on my request and still no emails, chat is being broken, nothing. I believe this is an unbelievable and unacceptable situation where the casino was supposedly checking on my documents for almost a month, when it is promised to be in 5 days. Okay a bit more, but not almost a month! In the meantime I was obviously able to deposit and spend my money, but never withdraw. I was given once 50 eur bonus at the very beginning which was wagering free and then they started giving me not wagering free bonuses and freespins which I never used and always declined. Therefore, I am asking the casino to refund me a total of 2500 eur my biggest win, out of several others through out the times, where I could not withdraw the funds. Wins over 2000 eur happened several times. Once again I find it extremely ridiculous chasing casino for my documents, when their system did not properly work and not even one person contacted me. At the beginning I also wanted to close my account and that’s when I was given 50 her bonus so I can stay. Reason for closure was slow verification process. I gave the casino enough time to verify my documents, let me withdraw etc, after almost a month that’s just nonsense that is why I file this complaint with ADR, this people don’t even have dedicated complaints email and with how they answer (they actually don’t) they would never answer my complaint anyway. I’m attaching screenshot of one of the biggest winnings and my refund for claim. Kind regards P.S. username is not provided for data protection reasons because I don’t want it to be visible for other people