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I claimed a ₹250 bonus on Rajabets where the promotion tab completely hid the 7-day expiry date. When the 7 days were up, the platform didn't just remove the bonus—their system manually stripped my independent Main Real Money Deposit Balance entirely to zero. Customer support is actively ignoring all my emails and live chats, refusing to restore my personal cash deposits.

Please find the details in the attached screen shots that I have provided below ,the SS contains the details of the promotion tab and also u can see they haven't mentioned anything about the 7 days expiration details

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Do I understand correctly that the casino voided your deposited funds as well?
• Have you already started the wagering of the bonus by the time it expired?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Hello Attila,

​Thank you for looking into my case. To answer your questions clearly:

​Did the casino void deposited funds as well?

Yes, absolutely. They did not just remove the bonus money; their system completely wiped my Main Real Money Deposit Balance straight down to zero (₹0). They confiscated my own deposited funds and the legitimate profits I earned from playing with my cash.

​Had I started wagering the bonus by the time it expired?

Yes, I had active, pending bets placed using the bonus money to fulfill the turnover requirements when the expiration occurred. The platform completely omitted any mention of a 7-day expiry deadline on the active promotion tab, creating a hidden trap.

​Was the account balance divided into real money and bonus money balances?

Yes, the platform explicitly separates the dashboard into a "Main Balance" (Real Cash) and a "Bonus Balance." Despite this clear separation, when the hidden bonus timer ran out, the system let the expiration bleed over and completely drained the Main Balance as well.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Attila,

​Thank you for reviewing my responses and moving my case forward.

​Per your request, I am forwarding the direct communication I received from Rajabets support regarding this issue.

Dear Player,

Thank you for forwarding the communication and for providing the additional screenshots.

While reviewing the attachments, I noticed a reference indicating a 6-day expiry period for the promotion. Could you please clarify whether this expiry information was visible to you during the wagering period, and if so, where exactly it was displayed (for example, in the promotion details page, bonus terms section, or account dashboard)?

This clarification will help us better understand whether the expiry condition was clearly communicated at the time you activated and played the bonus.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear Attila,

​Thank you for your update. To clarify, this 6-day expiry information was not visible or clearly communicated to me during the wagering period. It was not displayed on the main promotion details page when I activated the bonus, nor was it shown on my active account dashboard while I was tracking my wagering progress.

​The first time this expiry period was brought to my attention was after the issue arose. I believe the condition was unfairly obscured, as a critical rule like a short expiry date should be prominently displayed where the player tracks their progress. I appreciate your help in reviewing this.

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you for your support ,I look forward to get a solution and I trust you.thank you so much !!!

Even now they have given just the bonus of 1k but didn't give me my actual money 🤔

Please find the SS below

Hello Solomon292002,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Rajabets Casino to join the conversation.

Dear Rajabets Casino,

Could you please clarify how the player was informed of the validity period and applicable conditions of the bonus prior to participating in the promotion? We would appreciate it if you could provide any evidence demonstrating that this information was made available to the player in a clear and accessible manner before the bonus was claimed or activated.

Additionally, could you explain where and how the player was expected to verify the validity period of the bonus independently?

At present, based on the information available to us, the confiscation of both the player's winnings and deposit does not appear to have been sufficiently justified. We would therefore appreciate a more detailed explanation of the rationale behind the actions taken, together with any supporting evidence you consider relevant to this case.

Should certain evidence not be suitable for public disclosure due to confidentiality or data protection considerations, I can mark the relevant posts as private so that they are visible only to the player, your team, and Casino Guru. Alternatively, you may provide the supporting documentation directly to me at michal.k@casino.guru for the purposes of an independent review.

Thank you in advance for your cooperation. I look forward to your response.

Yes please , I'm providing the SS again of the promotion page here :

Dear All,

Each and every bonus on Rajabets has an expiration date.

This date is given on the My Bonuses menu and can clearly be seen on the screenshot. This promotion is ended, the validity is also provided on each relevant promotion.

Regards,

Team Rajabets

Team,

I would like to respectfully tell that they haven't provided any description of the expiration in the bonus tab where I claimed the bonus ,as you know that I have sent the SS of the bonus tab.

They also attempted to shut me off by giving a bonus which isn't my actual money ,I am least bothered about the bonus but they also confesicated my actual balance and also the profit that I gained from my actual money, to be clear their bonus was just 250rs, they mention that the 'bonus expired' but how could they take of my own deposited money with this kinda reasons.

I have attached the SS of the bonus message that was sent to me after my complaint which was sent to me to shut me off.

Dear Rajabets Team,

Thank you for your response. However, I feel that it has not yet adequately addressed the concerns raised by the player. I would greatly appreciate it if you could provide a more detailed explanation along with any supporting evidence related to the player's situation.

Thank you for your attention to this matter.

Dear All,

Kindly see the attached screenshot on our earlier response. The user is aware of the expiration date of the promotion. By claiming the promotion the user confirms that he accepts with the promotion T&C.

Regards,

Team Rajabets

You didn't give any discription about the expiration where I claimed it don't assume that I'm aware of it.

Dear Rajabets Team,

Kindly provide supporting evidence (screenshots, system logs, etc.) of the concrete bonus the player claimed at that time, including the description and terms that allegedly included the bonus expiration details within the "My Bonuses" menu, as the player still maintains that this important information was not available to them at that time.

Hi Team,

The Rajabets team aren't giving any response and also i didn't get any of my money back ,this is pure ignorance by them ,I humbly request you to please take necessary actions, Thank you.

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.

Hello Team,

The relevant proof and explanation is shared via private.

Regards,

Team Rajabets

Hi Team,

I have already provided the proof with the screenshot of their promotion page there is clearly no expiration period mentioned so it's very much clear that they knew players will fall for this kinda things, they haven't been transparent and as i said they agreed that it was their mistake and attempted to send me a bonus , still didn't give me my actual money that was lost.

Please I request you to take relevant action because it's very obvious they aren't gonna send any proof let it be in private or public because they don't have any.

The only thing they can do is just send u a SS of indirect pages where there is expiration, obviously that isn't right the info must be present where the promotion was made and where I claimed my bonus, so clearly there wasn't any info about the expiration.

Thank you for your time .

Dear Rajabets Team,

Thank you for your message and the provided evidence. I have responded back with some additional enquiries and am awaiting your reply.

Dear Solomon292002,

I have received additional information and supporting evidence that sheds more light on this matter.

Among other findings, it was established that you claimed and utilized multiple bonuses at RajaBets Casino both before and after this incident, and all of these bonuses were subject to the same validity period of 7 days.

Based on this, it appears that you were already aware of the general bonus validity period and where to find information about this. As you most likely placed sports bets that were settled after the bonus validity period had expired, the bonus wagering requirements were naturally not fulfilled.

That said, I do understand your concern regarding the voiding of real-money funds as well. While it is generally considered an industry-standard practice for real-money funds to be used first, followed by bonus funds, I have not identified a specific provision in the casino’s Terms and Conditions that clearly outlines this process.

For this reason, I have requested additional clarification from the casino regarding this matter.

I hope the situation can be clarified soon.

Dear Solomon292002,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What do you expect me to tell, I sent u all the proofs the expiration wasn't present in promotion page where I claimed my bonus you say they sent u the proof, then share it here if u have the proof ,Outta no where you are telling that they are right. If you are providing a bonus the details has to be mentioned where the user claims it, but it wasn't there that is the end of the argument, I said my main deposit was taken away but yet you are defending them even these info wasn't mentioned anywhere. It is clearly there mistake if u have the proof then post it publicly let everyone see it, if you can't I can see what's going on.

Dear Solomon292002,

I have now received the additional information and evidence I requested from the casino.

To address your questions, while you have provided evidence of the bonus general description itself, you have not provided evidence showing how the bonus and its associated information—including its expiration date—were displayed within the "My Bonuses" section of your account. The casino, however, has provided evidence confirming that the bonus validity period and expiration date were displayed there in the same manner as for any other bonus.

As mentioned previously, it was also established that you had claimed and used multiple bonuses at RajaBets Casino both before and after this incident, all of which were subject to the same seven-day validity period. The bonus in question was no exception.

In light of these circumstances, I am not persuaded that the responsibility for the expired bonus rests with the casino. Rather, the available evidence indicates that the relevant information was made available to you, and it was ultimately your responsibility to keep track of the bonus validity period and use the bonus before it expired.

As an independent dispute mediator, our role is not to take sides or assess individual arguments in isolation. Rather, we evaluate each complaint as a whole, taking into consideration all available information and evidence, the applicable regulatory and contractual framework in place at the time of the events, and whether the actions of both parties are consistent with generally accepted industry practices.

Provided that the relevant information—in this case, the bonus expiration date—was made available to you, as evidenced by its display in the "My Bonuses" section, we consider that the casino fulfilled its procedural obligation to inform you of the bonus validity period. There is no general obligation for a casino to present the same information in every possible location or at every stage of the player's interaction with the bonus.

Regarding your deposit, the casino has confirmed what I explained previously.

This is also reflected in the rule:

9.9.4. Promotional or bonus offers cannot be withdrawn without the wagering is completed. Free Promotions/Bonuses may be limited to certain wagering conditions and winning limits. Until the wagering requirement for the bonus is complete, the amount of the bet that you place will be deducted from your main balance. Once the wagering requirement for the bonuses are complete, the bonus balance will be transferred to your main balance. If the bonus is expired before the wagering is complete the bonus balance will be null.

The main balance represents real-money funds (i.e., deposited funds), meaning that your real-money funds/deposited funds are used first for gameplay. Since your main balance seems to be used during your play, and the remaining balance consisted of bonus funds, those bonus funds were forfeited once the bonus expired.

You should be able to review your gameplay history directly in your account, including information on when each bet was placed and when it was settled.

Please share this with me as well for review, either by uploading it directly here in the complaint thread or, if available, by downloading it from your casino account in XLS or PDF format and sending it via email to michal.k@casino.guru.

There wasn't any multiple bonuses claimed before. it was just one bonus and fortunately I used it before 7 days unknowingly, what would u say if I was new to this bonus and they fooled me, obviously it would have happend , let it be I used it before or not, my main question is why isn't it mentioned in the bonus page sir ?

You say my main money was forfeited ,then why didn't they mention that in the rules if it was mentioned in the promotion page then that's called strategy but it wasn't then that is called fraud, I hoped to get a proper solution from you but it ain't working for me.

Guys i would recommend never claim a bonus from this RAJABETS casino they will claim your own money for just 250rs bonus, They also won't present you any expiration details in the bonus page that you claim it.

Dear Solomon292002,

Thank you for your further response.

While you state that you had only claimed one bonus before this incident, this is not consistent with the evidence provided during our investigation, which clearly indicates that you had claimed multiple bonuses.

The relevance is not the precise number of bonuses claimed, but rather that you had already used the casino's bonus system and therefore had prior experience with how bonuses are credited, activated, and managed within your account. This is an important fact that cannot be overlooked. Furthermore, the evidence indicates that you continued to claim bonuses after this incident, all of which were subject to the same seven-day validity period. This further supports the conclusion that the bonus in question was administered consistently with the casino's standard bonus mechanics for this type of bonus.

I also acknowledge your view that the bonus expiration date should have been displayed directly within the promotional page. As I have already mentioned, I agree that including this information there would improve transparency, and I have encouraged the casino to implement such an improvement in the future.

However, my role as an independent dispute mediator is to determine whether the casino somehow diverted from its procedural obligations and the industry standards, rather than whether its implementation could have been more user-friendly. Based on the evidence provided during the investigation, the bonus validity period and expiration date were available to you in the "My Bonuses"section of your account. This is deemed sufficient for the casino to fulfil its obligation to make the relevant information available. There is no general regulatory or industry requirement that the same information must be repeated in every possible location where a bonus is referenced.

Your latest response somehow further reinforces the impression that, instead of accepting responsibility for monitoring the bonus validity period and using the bonus before it expired, you are seeking to attribute that responsibility to the casino. Based on the evidence available, I have not identified any grounds to conclude that the casino failed to meet its obligations in this regard. Consequently, I am unable to support your interpretation of the events, particularly as the available evidence indicates otherwise.

Regarding the forfeiture of the remaining balance, as I've already mentioned, your deposited/real money funds had already been used for gameplay. Consequently, the balance forfeited upon the bonus expiration consisted of bonus funds rather than real-money funds, which is consistent with the applicable Bonus Terms.

If you do not agree with the bonus terms, you always have the option of declining/not claiming the bonus and playing exclusively with real-money funds. Unlike bonus play, real-money gameplay is generally subject to significantly fewer restrictions.

After reviewing all of the information and evidence provided by both parties, I have not identified any action by the casino that would indicate a breach of its applicable Terms and Conditions or a departure from generally accepted industry practices.

With all of the above in mind, this case will now be closed as Rejected.

You are, of course, free to disagree with this conclusion and may pursue the matter further with the casino's licensing authority or any other competent authority in your jurisdiction if you believe your position warrants further review. However, at this stage, we are unable to provide any further assistance with this matter.

Should you decide to pursue this route, I would appreciate it if you could inform me of the authority's decision at michal.k@casino.guru.

Finally, I can only recommend that you carefully familiarize yourself with a casino's Terms and Conditions before claiming or using promotional offers. If any aspect of a bonus is unclear or you believe important information is missing, it is always advisable to seek clarification from the casino's live chat or customer support before claiming or using the promotion.

Should you encounter any issues with this or any other casino, please do not hesitate to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru