Rajabets Casino - Player's account verification has been delayed.

I deposited 20K in this casino and lose that money

There after I deposited 5000 and win 2295 and try to withdraw 7295

But they rejected my withdrawal for KYC

I uploaded my documents but it's showing pending from last 9 months

From last 9 months they are not verifying my account

And there live chat support are so casual about verification is pending from last 9 months

Dear Rakeshpwr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise if your winnings were accumulated with or without an active bonus?

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

Best regards,

Petronela

They don't inform me any specific reason.

Just telling me that I have to wait for the team to review my documents.

And this winning is without any bonus

Thank you very much, Rakeshpwr, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Rakeshpwr,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rajabets Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rajabets Casino Team,

Could you please state the reason why the player's account has not been verified? What documents are problematic? What steps should the player take in order to successfully verify their account?

Thank you in advance for providing the information.

Hello Rakesh and Casino Guru,

We were looking into this matter however we could not clarify the part where the user mentions 9 month verification period. The date that the user provided his documents can be seen on the screenshot https://tppr.me/AJlv1

As per the examination made by the authorized department. It is reported that rk***530 is registered with incorrect personal details on Rajabets. Due to this matter, his account is permanently terminated. Now, the user is required to create a new Rajabets account with accurate personal details. Afterward, his last deposit of 4000 INR will be credited to the account that he will create. By registering you hereby accept that the personal details that you provide are exactly the same as it can be proven with your ID.

If you have any additional questions, do not hesitate to contact us back in LiveChat or via email at support@rajabets.com and we will be glad to help you.

Dear Rakeshpwr,

Can you please clarify the situation in more detail?

Did the personal details you filled out upon registration completely match the personal details on the provided documents you shared with the casino during the verification? If not, what personal details did you fill out in your casino account profile and what personal details are in the provided documents? What was different, please?

Can you provide us with an update? Will you create a new account with the correct personal details in accordance with the casino's instructions? If yes, can you confirm that your deposit of 4,000 INR was consequently credited to the account?

Looking forward to hearing from you.

Only date of birth is mismatch,

I deposited 24000 INR and trying to withdraw 7000 rest of the amount I lose.

Still this casino confiscated my money just because of mismatch in date of birth

Rakeshpwr, what is the date of birth stated on your ID, and what date of birth did you fill out during the registration at the casino? What was the reason you filled out a different date of birth there?

Are you please aware of the fact that a different date of birth makes the KYC/verification of your identity impossible, while it breaches the casino's Terms and Conditions? In addition, in such cases, players could be happy that the casino is able and willing to return their last deposit(s).

What was the amount of your last deposit made to the casino, please?

Can you please look at my previous post and answer the unanswered questions stated in its second part?

I don't remember what date of birth i stated,

But if casino is fair then he can modify my date of birth as per document.

Date of birth is not you identity your name and photo on the Is main.

I make two deposit 20,000 and 4000

My last deposit is 4000

If the first deposit was lost, Rakeshpwr, it is simply gone. If you managed to win with the second deposit but failed to pass the KYC, refunding your second deposit of 4,000 INR is in accordance with the casino's Terms and Conditions. However, not all of my questions have been answered.

Dear Rajabets Casino team,

Is that please correct information that only the player's DOB caused the verification problem? Were there any other issues with his account? Were also other of the casino's rules breached?

Rajabets already replied you on this,

Only DOB is match no other t&c is breached.

And if I lose 20K on any casino

Then day don't have any issue to pay me 3000 winnings

Hello Casino Guru and Rakesh,

Yes, the user entered the details incorrectly,

Once again, as per the examination made by the authorized department. It is reported that rk***530 is registered with incorrect personal details on Rajabets. Due to this matter, his account is permanently terminated. Now, the user is required to create a new Rajabets account with accurate personal details. Afterward, his last deposit of 4000 INR will be credited to the account that he will create.

By registering you hereby accept that the personal details that you provide are exactly the same as it can be proven with your ID.

https://rajabets.com/en/pages/terms-and-conditions

The user has spent any deposit that he made earlier, as a privilege his last deposit of 4000 INR will be credited to the account that the user will create.

Thank you both for your replies and additional information.

Dear Rakeshpwr,

Before I ask the casino for further details/evidence, allow me to please repeat the unanswered questions and ask you a few more to clarify the situation.

"Can you provide us with an update? Will you create a new account with the correct personal details in accordance with the casino's instructions? If yes, can you confirm that your deposit of 4,000 INR was consequently credited to the account?

What was the reason you filled out a different date of birth there?

Are you please aware of the fact that a different date of birth makes the KYC/verification of your identity impossible, while it breaches the casino's Terms and Conditions? In addition, in such cases, players could be happy that the casino is able and willing to return their last deposit(s)."

Since you do not remember what exact date of birth you filled out in your disputed account (and it is one of the main personal details that identify an individual - it is not as you claimed, that only name, surname, and photos are important to complete the KYC) but you are sure about the fact that only DOB does not match with your documents, it looks that you did it on purpose, and it would be good to know the reason, which you have not provided until now.

So, what was the reason? And if the only way you can get your last deposit back is to register a new account with your true and genuine personal information, why you just did not do it?

Why is it a problem for you to register a new account with your real personal information? If you filled out only the DOB incorrectly in your disputed closed account, and you are able to verify your identity, it should not be a problem to follow the casino's instructions and gain the confiscated funds back.

Please note that your cooperation in resolving the issue is necessary so we are able to help you, and avoiding answering my questions will be considered dragging the process out and non-cooperation on your side. If you are not able and willing to answer my questions sufficiently and truthfully, I am afraid there is nothing we can further help you with, and it will lead to complaint closure/rejection.

Thank you for understanding. Looking forward to hearing the answers from you.

Because my real date of birth and date of birth mentioned in my documents is different, that is why mismatch in document.

And this casino is fraud for sure. First they take half of month to verify the account,

And 2nd they look for all the possibilities to confiscate the player's fund.

Rest assured I don't need your help anymore.

those baggers ( rajabets) keep my fund I don't mind have some food with my money.

My problem is if I lose 20K then they keep my money

But when I win 3K from my 3nd deposit of 4K

They come will all this drama of verification and FOB mismatch,

Then return my first deposit also.

Dear Rakeshpwr,

In accordance with the information stated in my previous posts, the complaint will be closed/rejected. Despite the warning, you have not answered my questions at all, and your explanation does not make any sense.

Your unwillingness to help in resolving your issue and repeated non-cooperation led to the complaint closure.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

You can request to reopen the case at any time. However, we will require the details you have been asked for.

Thank you very much, Rajabets Casino Team, for your cooperation.

Best regards,

Branislav, Casino.Guru