Stalled verification since june
Reason: Verification issues
I am filing this complaint because of a prolonged KYC procedure and the operator’s failure to communicate the status of my account verification and delayed payments properly.In June I received a KYC requested and uploaded everything they asked for. As my address has changed since I signed I signed up to the site in 2022 I received and email from them asking me to explain the mismatch. I replied to explain the mismatch and received no response. After I sent a follow-up email to ask about the status of the address change they replied with the same request, to explain the address mismatch and to send a new document to verify the address. This has happened multiple times. Each time I replied to explain that I have moved recently with a new document only to receive the same response asking to explain the mismatch and to send a new document until I received a reply notifying me that the request has been forwarded to the relevant department and that I’ll be informed as soon as there are any news. I received no information after that and my follow-up email went unanswered.When I contact them via live chat to ask about the status I get generic responses like ‘the verification is under process and will be done super soon’ or ‘I have forwarded the details to the relevant department and you will be notified by email’ only to hear nothing from them after that. I also emailed my VIP-manager to ask for help but received no reply.Since this has been going on for months now I am kindly asking you for your help in resolving this issue. I have attached a few screenshots of emails and live chats along with a screenshot of the verification tab after I received the KYC request and after I uploaded all the documents and shows that no further KYC is necessary.
--- Ответы в треде ---
AskGamblers • Support Team 4 days ago Dear all,As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.We thank both parties for their assistance during the complaint process.
paci89 • Austria 4 days ago Dear Rabona Casino, thank you for clarifying that my account has been successfully verified. I can also confirm that I have received the first few payments. This complaint can now be closed as successfully resolved. I want to thank both AskGamblers and Rabona Casino for their help in solving this matter. Best Regards, Patrick
Rabona Casino • Representative 6 days ago Dear paci89, Thank you for bringing this to our attention. We would like to inform you that no further documents are required at this stage, as your account has already been successfully verified. Regarding your previous withdrawal requests from September 17th, 18th, and 19th, we can confirm that these were processed on October 15th. Currently, your 3 new withdrawal requests have been received and are actively being processed by our Finance team. Thank you for your patience and understanding! Best regards, Rabona Casino Team
AskGamblers • Support Team 1 week ago Dear Rabona Casino,Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.Thanks in advance for your cooperation.
