Rajabets Casino - Player's account verification process is delayed.

My name is V.S. I am playing in Rajabets from January 2023 . My account verification done successfully in January 2023 . But Rajabets demands account verification again on 30-06-2023 . After submitting the said documents they are not verifying my account since 6 days. In live chat they are not giving appropriate reply about verification. In live chat they are saying that there are no concrete time period for verification. Please intervene this issu to solve my problem.

My rajabets user ID is - v***

Dear saxenavishal3617,

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

I have checked the casino’s Terms and Conditions and this is what I found:

2.5. Identification Documentation 

(...) Upon making a withdrawal request you may also be required to send valid national identification documents proving your age and address. Upon such request, the withdrawal will not be processed for payment until Rajabets has received all requested national identification documents. Acceptable national identification documentation includes, but is not limited to;

1. Copy of a valid photographic of national identification document, such as a Passport or Driver's License, 

2. Copy of a recent utility bill confirming residence, such as an electricity bill, telephone bill, etc. (important: the utility bill must not be older than 3 months, and 

3. Copy of a recent credit/debit/bank account statement (note: the account statement must relate to a financial method used and must not be older than 3 months).

4.4. Withdrawals

(...) Please note that withdrawals may experience a slight delay due to our identity verification process and certain deposit methods will require additional verification at the time of Withdrawal In the case of a withdrawal being made for the first time, a large withdrawal or changes being made to payment options, we may take additional security measures to ensure that you are the rightful recipient of the funds. Where applicable, Rajabets may, at its sole discretion, reverse/refund a Customer's deposited funds instead of processing a withdrawal transaction via another or the same payment method.

Please bear in mind that the casino is eligible to request additional verification documents prior to processing your withdrawal request.

Could you also confirm that you passed the first KYC verification?

Have you made any successful withdrawals from this casino in the past?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika 

Dear Veronika Madam ,

Thank you for your response.

I confirm that I passed first kyc verification on 7 January 2023 at 16 : 02

I made many successful withdrawals from this casino in the past.

I have accumulated my winnings with bonus and deposited money from both.

But this time the problem is that they are not giving appropriate answer about account verification time frame . They said that the account verification may take 1 hour / 1 week / 1 month or more even . I am waiting for my account verification from past seven days.

Please intervene in this matter to resolve my account verification issue as soon as possible.

Usually, we give casinos 14 days to complete the verification procedure. If your account is not verified by July 14, please let me know and we will intervene. Thank you for your patience.

Dear Veronika Madam ,

My account didn't verified yet . Please intervene in this matter to verify my account .

Thank you very much, saxenavishal3617, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Rajabets Casino to join the conversation and participate in the investigation of the case. Could you please explain why the player's verification is taking so long?

Hello Veronika,

The user is required to provide a Phone Bill, though the user only forwarded the screenshot below, the verification documents provided by the user are incomplete, in case if the user fails to complete the verification process his account will be terminated.

P.S we do not accept screenshots/tampered images.

Dear Veronika Madam ,

I file a complaint on your forum against rajabets and then you ask him for submit a reply they emailed me that I will contact with them on WhatsApp with specified number . I am attaching screenshots of email.

Then he asked me to specify my personal details. After that he tells me that me account will be verified in few hours. After few hours they message me on WhatsApp that if I remove my complaint on casino guru then they verify my account immediately. I tell him that if they verify my account immediately then I remove my complaint immediately. They say no first you remove your complaint then they verify my account. First of all I refuse them . Then I saw he replied to casino guru forum that I submit a phone bill to rajabets casino. I will submit all the WhatsApp chats screenshots in next post because screenshot limit is reached exceeded. While in live chat they tell me to submit phone bill copy if I am a postpaid customer and they tell me if you are a prepaid mobile customer you can view your profile page screenshot . Since I am a prepaid mobile customer of India . Then how I can show a phone bill ? This is a clearly harrasment of a loyal customer. If you are willing to eat my money , you will . I tell to casino guru there is no phone bill copy issued to prepaid customers. I want to ask you rajabets casino when you so aware for this type of verification then why you did not verify all the documents before account registration. Why you need all the documents when customers deposited in your casino and won ? When Indian government does not issue phone bill to prepaid customers then how I arrange you to copy of phone bill ? While in live chat you tell me if you are a prepaid customer, you can submit your profile page screenshot. I will attach live chat screenshot here also because you are cheating me. Please help me casino guru I am attaching all the screenshots in next post .

This is seven screenshots of WhatsApp chats

This is the screenshot of rajabets live chat that saying if you are a prepaid mobile customer you can submit your profile page screenshot.

Please I beg you something that my money will return or not please please please please please please please please please please please please please please I want to my complete conversation with you in public not private including screenshots . It is my humble request to you. I am not worried my money .

Thank you, dear saxenavishal3617, for the screenshots you provided us with. I am really sorry about your negative experience.

Could you provide the casino with some other proof that the prepaid card belongs to you?

Dear Veronika Madam,

I am telling you the complete process of taking prepaid sim card in India. First of all you should have Aadhar card for taking prepaid sim card in India . After giving Aadhar card number you have to access them for your biometrics details like fingerprint access to them . Then your prepaid sim card will be activated . The company did not give any type of the bill to the customer. After activation of your prepaid sim card you can view your personal details like mobile number, name and address on the company apps in profile section . The company apps is available on Google Play Store. After that no phone bill will be sent on the customer address because of this is prepaid sim card that runs on mobile recharge basis. Phone bill will be sent only those customers who have postpaid sim card not the prepaid sim card. Then you tell how I am show the phone bill to the casino. Every casino in the world and any organisation including bank verify their customers mobile number by sending OTP ( one time password ) on their mobile number but in the history of world any casino like rajabets verify their customers mobile number by their phone bill. Then the very Big contradiction in rajabets casino live chat and the post of rajabets casino on casino guru. In live chat they are saying that if you are a prepaid sim card customer then you can view your phone number and the profile page from your SIM card application. And in post on casino guru they are saying that " The user is required to provide a Phone Bill, though the user only forwarded the screenshot below, the verification documents provided by the user are incomplete, in case if the user fails to complete the verification process his account will be terminated." They are saying in post on casino guru that they are not accept screenshots. This is ridiculous. And second thing is that they chat on WhatsApp with me from my own number. Despite of this they are not verifying my phone number. This is clear harrasment of a loyal customer.

You can confirm this by any prepaid sim card seller company.

Now on your question that " Could you provide the casino with some other proof that the prepaid card belongs to you? " The answer is that there are only three options for prepaid sim card users to verify that the prepaid sim card belongs to him. First is that the screenshot of the profile page of mobile company application and the second is that the you can send OTP to his number to verify the number and the third is call to that number only. Only this is the three way to confirm that prepaid sim card customers.

I want to ask rajabets casino that when your live chat representative tells that prepaid sim card owners can submit their profile page then how you can refuse . Is your live chat department doesn't belongs to you ?

Hello Vishal,

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

12.3.3. Any account which is bound to verification process can not be terminated. Accounts that are only verified or failed to verify, depending on the verdict upon verification process, can be terminated.

Passport, national identity card, or driving license together with a recent utility bill (e.g. gas. electric, council tax, bank or building society statement.) less than three months old; 

Proof of ownership of payment method - depending on the deposit method used, this may include a copy of the credit card used, screenshot of the e-wallet, or a recent bank statement; 

"We may also ask for any other documents that we consider necessary to complete our Checks."

You need to provide it as PDF instead of a screenshot, thank you.

Dear Rajabets Casino & Veronika Madam ,

There is lack of clarity in rajabets casino last post. They approved my Aadhar card and Pan card and selfie . And I already said that Indian prepaid sim card users doesn't get phone bill. Aadhar card is a national identity card which has identity and address both . So aadhar card can be used for identity and address both. And Pan card is also a national identity card which is used for identity. I submitted both the documents and rajabets casino have been verified it . I want to ask rajabets casino that which type of documents I should submit & which type of identity you want to verify?

Dear Rajabet Casino representatives, could you please specify which additional documents should the player send so that his verification would be complete?

Do I understand correctly that he should send the information about his prepaid card as PDF?

Hello Veronika,

Yes, user is required to prove that he is the holder of his Sim Card, and the document shall not be a screenshot. Kindly check what is provided before, which is high likely to be a tampered image.

Dear Rajabets Casino & Veronika Madam,

Please do not say that this is a tampered image, this is blurry because of my phone settings does not allow me to take screenshot on that time. I captured that image from another phone so that is blurry. Come to the second point rajabets casino said in last post that the document shall not be a screenshot. You should say first to your live chat representatives that he should not misguide your customers. Because in live chat they asked me to submit the screenshot of my sim card application profile page. If they asked me to submit the downloaded PDF copy of my sim card application profile page , I can did . So I am submitting the downloaded PDF copy of my sim card application profile page on rajabets application. And I am submitting the screenshot of my downloaded PDF copy of my sim card application, because here is no option to upload a pdf file. Please approve this as soon as possible.

Hello Dear Vishalsaxena,

Requested documents may change according to examinations by the authorized department, as per the Rajabets Terms and Conditions. You are required to upload the requested document through your Rajabets profile, kindly tag your document as "Other".

Hello Dear Rajabets Casino & Veronika Madam

Once again I have uploaded my downloaded PDF copy of my sim card application profile page through my Rajabets profile but this time I tagged this document as other. I am sharing my Rajabets profile page screenshot .

Hello Dear Vishalsaxena,

It seems that you have provided another screenshot, we recommend you reach out to the nearest shop of your sim card provider and request a confirmation letter of your prepaid sim-card ownership, which is quite usual for somebody to obtain, and provide it to our end.

Hello Dear Rajabets Casino & Veronika Madam,

I got phone bill of June 2023 month from my sim card provider in PDF format. I am uploading my phone bill of June 2023 month through my Rajabets profile.

Veronika Madam, if you want to see my phone bill of June 2023 month, please share your email. I am pleased to show you my phone bill of June 2023 month . Because here is no option to upload a pdf file.

Hello Dear Veronika Madam,

I uploaded my phone bill of June month on 28/07/2023 through my Rajabets profile, but Rajabets Casino rejected my phone bill of June month on 30/07/2023 18 : 47

In live chat I asked Rajabets Casino why Rajabets Casino rejected my phone bill of June month . Rajabets Casino gave me no reason that why Rajabets Casino rejected my phone bill of June month. Rajabets Casino asked me to upload my phone bill of June month again . So I uploaded my phone bill of June month again on 31/07/2023 11 : 47 through my Rajabets profile. I am uploading screenshots here of live chat conversation with Rajabets Casino.

Hello Dear Rajabets Casino,

Please approve my phone bill of June month as soon as possible.

Dear saxenavishal3617,

thank you for the update. Please forward your phone bill in PDF to my email: veronika.l@casino.guru. Thank you, sir.

Hello Dear Veronika Madam,

I have sent my phone bill of June month in pdf format on your email. Please check and confirm.

Hello Dear Veronika Madam,

My account is verified now . And my withdrawal is received also. Thank you very much for your support. God bless you.

Dear saxenavishal3617,

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,

Veronika

Casino.Guru