Rajabets Casino - Player experiences KYC verification delay.

I HAVE CREATED ACCOUNT ON RAJABET CASINO AND DEPOSITED 10000 INRAND MY WINNING AMOUNT IS 29300 TILL DATE. WHEN I PROCEED TO WITHDRAW MY AMOUNT, THEY ASKED FOR KYC VERIFICATION. I HAVE UPLOADED ALL THE DOCUMENTS AS THEY SAID ON THEIR WEBSITE. FIRST THEY HAVE REJECTED MY DOCUMENTS DUE TO INCOMPLETE DATE OF BIRTH ON MY DOCUMENTS. THEY HAD DONE THIS VERIFICATION IN A SINGLE DAY. THEN I SEND MY DOCUMENTS WITH MY COMPLETE DATE OF BIRTH. BUT MY KYC IS STILL PENDING FOR THE LAST 10 DAYS. BUT THEY ARE NOT VERIFYING IT. WHEN I ASK THEIR CUSTOMER SUPPORT ABOUT IT, ALL THEY SAY IS " sir your documents are in queue and will get checked by our risk department." MY KYC IS PENDING FOR MORE THAN 10 DAYS AND WHEN I ASK COSTUMER SUPPORT HOW MUCH MORE TIME IS IT GONNA TAKE, THEY JUST SAY "PLEASE WAIT PATIENTLY". I REQUEST THEM MANY TIMES TO TAKE MY REQUEST AND FORWARD IT TO THE RISK DEPARTMENT BUT THEY SAID THAT THEY ARE NOT AUTHORISED TO INTERVENE IN VERIFICATION PROCESS.PLEASE RESOLVE MY ISSUE.

Hello naveentokasy,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rajabets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Verification process is going on from 16/10/2023 and my documents were rejected on 17/10/2023 then again I have submitted my documents on the same day i.e. 17/10/2023 and it is still pending till date.

First I have submit my aadhar card and selfie which was rejected by Rajabets. Then I have submit my PAN card and selfie on 17/10/2023.

Today I have spoke to rajabets and ALL THEY SAY IS " sir your documents are in queue and will get checked by our risk department." MY KYC IS PENDING FOR MORE THAN 10 DAYS AND WHEN I ASK COSTUMER SUPPORT HOW MUCH MORE TIME IS IT GONNA TAKE, THEY JUST SAY "PLEASE WAIT PATIENTLY".

Hello casino guru,

I have replied to your mail on Four days ago but it is still pending at your end. Please do the needful.

Hello Casino guru,

I waiting for your reply.

Hello naveentokasy,

Can you please advise what e-mail are you talking about as I've never gave you my address? Is there any update of the verification? If there is any new communication between you and the casino since? If yes, please forward it to nikolas.b@casino.guru.

Hi casino guru,

I was talking about your response which you have posted here 1 week ago. In which you have asked me "Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?"

My varification is still pending. Since then there has been no communication between me and the casino.

Hello naveentokasy,

Thank you for the clarification. As the verification has passed the recommended 14 days period, I will be forwarding your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi naveentokasy,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Rajabets Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify why the player's account hasn't been verified yet though it has been more than 2 weeks after the player submitted their documents?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hi Natalia,

Rajabets has verified my documents 2 days ago. Now I am able to withdraw. So please consider my complaint as resolved.

Dear naveentokasy,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru