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FAQ section

Hi NoName - welcome to ThePOGG.com!

i) Do you still have a balance or have you played your funds down?

ii) Have you already contacted the operator's official ADR?

Thanks,

ThePOGG

Hello! Apologies for late response, I've missed it.
No, I do not have funds on my account, since it's been a month, I was continuing playing and depositing funds. Throughout my play with this casino I had over 200, 400, 600 and 2000 EUR for withdrawals, which I was not able to perform, since when requesting a withdrawal an error would occur, and I would contact them chasing to verify my documents, as I said over a month.
I asked them for their ADR and I was told all official complaints should go to support email, the one you contact them for basic queries because this is the email for all requests. My ADR question was ignored. Their customer support is not responsive and helpful at all.
More than 24 hours ago I asked to permanently close my account and it is still open and I was able to play for 200 eur yesterday night, which I also asked them to refund to me, because my request for permanent closure has been sent yesterday at 10:19 AM.

Hi No Name,

Sadly there is nothing we can do to assist you.

If you're having a problem with a withdrawal, you need to contact us at that juncture. After you've chosen to gamble, hoping to win but knowing losing was a possibility, there's nothing we can do about your losses. If you had won, you would not be hear contesting that the operator should void your winnings because you couldn't withdraw the funds when you wanted to.

Sorry we could not be of further assistance.

ThePOGG

Hello!
Thank you for your response.
But seems like you did not read carefully my complaint. My account was not KYC verified over a month, when their CS agents informed me it can take 5 working days. I had to reupload documents several times, then I had to sent it via email, the same documents, I was never contacted it is rejected, anything else is needed or whatsoever. Casino failed to verify my account in given timeframe and of course I could not withdraw. I am sorry, tell me one player who is going to wait one month for the verification, chasing casino, asking for updates, if anything else is needed, etc. 
So please, kindly re-read my complaint and advise accordingly. 
Kind regards,

Hi NoName,

I'm sorry to hear that you feel that way, but our response stands. 

We understand you had issues with the verification process that delayed your withdrawal. That does not however give you the right to play with the expectation of retaining winnings or requiring losses to be refunded.

If you have a problem with a withdrawal we may be able to assist with that. We cannot assist you after you have chosen to play with said funds and lost them.

ThePOGG

Hello!
I've asked casino to close my account on the 14th of November at 10:19, you did not comment on this anything relevant. Today is 20th of November and my account is still open, which is 6 days later and I was able to deposit and lose over 600 EUR in this period, when my account supposed to be closed. Last deposit was on the 18th of November when it's been 4 days since I asked to permanently close my account. 
Could you please let me know if this is also something normal and you will not be able to help me?

Hi NoName,

Simply asking to "close" an account is not a responsible gambling issue nor one where the operator would be expected to take responsibility to prevent you from accessing their service. Much like telling a restaurant that you will not patronise them again, the onus is on you not to go back to the restaurant, not the restaurant to refuse you further service if you choose to come back.

If you have chosen to tell the operator that your closure request was related to gambling addiction, unfortunately you have chosen to play with a weakly licensed/unlicensed property. These operators function without appropriate licensing specifically so they do not have to adhere to the standards set out by regulatory authorities surrounding the protection of vulnerable players. As such, the chances of them deciding to take appropriate action in a case like this simply because we asked them to is vanishingly small.

You may find our free Responsible Gambling app <a href="https://betblocker.org/">BetBlocker</a> useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in our <a href="https://thepogg.betblocker.org/">Responsible Gambling Directory</a>.

Sorry we cannot be of further help.

ThePOGG

If you choose to play with weakly licensed, or unlicensed, operators the protections they will offer against gambling addiction will be minimal. Our intervention won't change that.

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&amp;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 

Rabona - Refund due to casino bot verifying my account 

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