Rajabets Casino - Player’s KYC verification is delayed.

I HAVE CREATED ACCOUNT ON RAJABET CASINO AND DEPOSITED 5000 INR. I CANCELLED ALL BONUSES. WHEN I PROCEED TO WITHDRAW MY AMOUNT, THEY ASKED FOR KYC VERIFICATION. I HAVE UPLOADED ALL THE DOCUMENTS AS THEY SAID ON THEIR WEBSITE. I HAVE ALSO SENT THEM ON THIER MAIL, BUT MY KYC IS STILL PENDING AND THEY ARE NOT GIVING ME MY AMOUNT BACK. I HAVE SENT THEM KYC DOCUMENTS TWO TIMES ON WEBSITE AND ON MAIL AS WELL, BUT THEY RE 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 5DAYS AND WHEN I ASK COSTUMER SUPPORT HOW MUCH MORE TIME IS IT GONNA TAKE, THEY JUST SAY "PLEASE WAIT PATIENTLY". I HAVE ALSO REQUESTED CALLBACK BUT NO CALLS YET. PLEASE RESOLVE MY ISSUE.

Dear nekarampatel04,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that you wait for a few more days. If your account isn't verified within the next 7 days. please let us know and we will intervene.

Thank you in advance for your understanding and patience.

Best regards,

Kristina

MAM AS YOU HAVE SUGGESTED ME TO, I have waited for more than 7 days for my kyc to get verified, but it is not verified yet. As you can see in pictures i provided you , i have uploaded my documets on june 20th, its has been 12 days since my kyc is pending. I am unable to withdraw my money. And their customer support is not giving me any clear answers either. Whenver i ask them how long is it gonna take, they just say " Sir your documents will be verified by the risk department , they are in queue. Please wait patiently." They do not reply to any mail i have sent them and their is no phone no. to call them. Please help me so that i can withdraw at least the money that i have deposited in that website.

Thank you for your reply, nekarampatel04. Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

yes mam, they have asked for an government identity(front and back), and a selfie of me holding my government issued identity with a paper mentioning the date and name of the website"Rajabets". I have provided all these three pictures imediately. On top of that i have provided them an aditional gov. id ( my pan card), both on their website and their 2 mails on 20th of june,2023.I have provided them all the documents at once on 20th june, after that i habe again sent them on 25th on mail but they are not responding to everything. If there is any concern with the format of the document , I will be happy to provide them again, but they are not responding to any mail or chat , they are simply not doing my kyc verification on purpose so that i cant withdraw my deposits from their website. Please help me.

HERE ARE SOME SCREENSHOT OF THE CONVERSATION BETWEEN ME AND THE RAJABETS CHAT SUPPORT. WHEN I ASKED THEM HOW MUCH LONG THE VERIFICATION PROCESS IS GOING TO TAKE, THEY REPLIED ME THAT THERE IS NO FIXED TIME PERIOD. WAIT UNTILL YOUR DOCUMENTS GET VERIFIED.

Thank you very much, nekarampatel04, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello nekarampatel04,

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

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

Dear Rajabets Casino,

Can you please provide more information on why is the player verification taking so long? Are there any discrepancies with the provided documents or what is the reason for the delay? If the information can't be shared publicly please send it to me at michal.k@casino.guru

DEAR CASINO GURU,

I HAVE RECEIVED WORDS FROM RAJABET SUPPORT ON WHATSAPP , THAT IF I WILL REVERT MY COMPLAINT , THEY WILL VERIFY MY KYC AND THEN LET ME WITHDRAW MY MONEY. SO FOR NOW I WANT TO TAKE MY COMPLAINT BACK.THANKS FOR YOUR SUPPORT.

Hello Michal,

As the user was informed and agreed unfortunately he has failed to verify his identity. As a privilege, user will get a refund of users deposit.

Dear Casino Guru,

This is completely absurd that i am unable to verify my identity, these people have contacted me on gmail and then from there told me to contact on a sone random whatsapp no. thats not even mentioned on the website, and then told me that if i will take my complaint back from casino guru, they will verify my kyc and let me withdraw my money from it. I told them that i will close my complaint once the kyc is done, but they kept insisting and saying that u need to take the complaint back first. But as soon as. i have posted the reply yesterday to take my complaint back, they have captured all my winnings and i was left only with my deposited amount. I am sorry to say ,but these are no way near to being any good rated online casino. They do not reply to any of users query , have not verified my kyc for about one month now, and there customer support executive says there is no certain time for kyc verification, so it may take take years, users are just supposed to wait patiently. I am sure casino guru , that if i have not filed the complaint, they would not have contact me.And when they did , they told me to contact on a whatsapp no. that is not even mentioned on their website. I have made 3 call back requests prior to filing the complaint, but no response to that as well.And i am tired of sending them emails and begging them to withdraw my own money , and now they are playing these cheap tactics to contact me through random numbers and asking me to take the complaint back and once i did they captured my winning amount. I have not even played for so long in their website, what is their possible explanation for capturing my winning amount. They have a simple policy, as long as the player is loosing its good, you need no documents, no kyc verification, once he starts winning, do not verify the users kyc for months or years or decades maybe ,as their customer care executive says that there is no certain time. If user files a complaint against them , they contact them imediately and asks him to take the complaint back, and once he does they capture their winnings and finally blocks their account like they have blocked mine.

Dear casino guru, im tired of their tactics and they have litterally made me cry for my money, thats rajabets exclusive experience for their customer. Please help me get my money back and after that they can surely block my account because i also dont want to play on this fraud website either.

Dear nekarampatel04,

First of all, it is very rare that Curacao-licensed casinos require player verification prior to depositing. A standard procedure is that casinos engage in the KYC or AML process once the player submits a withdrawal. The withdrawal itself is processed only after the KYC process is successfully finished. As Rajabets Casino mentioned, you have not passed the verification process. I will request further details on the reasons for this.

The second thing is that if, as you wrote, the casino requests that you take down your complaint and they will either finish your verification or return your deposit, this is not an approach a fair casino should engage in.

I can understand you are mainly interested in receiving the funds you believe are yours, but we can't consider what looks like passive threats from the casino as a fair practice, instead, this is the direct opposite. I would strongly advise you NOT to agree with this.

Dear Rajabets Casino,

Please forward me (michal.k@casino.guru) any supporting evidence on why the player has not passed the verification process. If there were good reasons the player has not passed your verification process, why have you asked the player to take down their complaint prior to receiving their deposit back?

Dear Michal,

We have shared the details with you over e-mail. Since the user has agreed to the terms and received his refund, we request this case to be closed,

Dear Rajabets Casino,

Thank you for your email and explanation, I have replied back to you with our position on this situation.

Dear nekarampatel04,

As Rajabets Casino mentioned you have agreed with the terms and have received your refund, it looks like the issue has been successfully solved, can we consider your complaint resolved?

Dear Michal,

First of all they are not providing me any valid reason for my account not being verified. I have provided them all the documents they asked for on the website in the proper format. But when rajabets support contacted me to close the complaint, they kept saying that your kyc cannot be verified without providing any valid reason. I am more than happy to send you the kyc documents, so that you can yourself judge that even after providing enough valid documents they are not verifying my kyc on purpose. I can send you my video holding those documents.

However , since they were not looking in the mood to verify my kyc and i also do not wanted to play on this casino any more, i agreed that they will let me withdraw my money, which as i have mentioned in the beginning is INR6500, and i will take the complaint back. I replied to you 3days ago that i am ready to take the complaint back, but as i sent those reply, they imediately captured my winnings that is 1500inr, so i withdrew the remaining 5000 and told me to give my winning that is 1500inr, but they imediately blocked my account.

I am sorry if in the last reply i overreacted, but this casino is dealing in so much bad faith that had me angry.Once i sent the reply to take my complaint back they imediately double crossed me. I want my winnings back michal, if you consider it proper. And if you want my kyc document in any format , or even my video with those documents , i am more than happy to provide you so that you can yourself judge, that whether i am unable to verify my account or rajabets is not doing my kyc verification on purpose.

Dear nekarampatel04,

I'm sorry, I'm getting confused. Didn't you agree with the casino to have your deposit back and you will consider the issue solved? The casino provided us with valid reasons why you have failed the KYC verification and that's why the winnings were rightfully deducted from your account.

If you still feel you should pass the KYC process, please forward me all the documents you have provided to the casino at michal.k@casino.guru and we will review them.

DEAR MICHAL,

I HAVE SENT THE KYC DOCUMENTS AT

michal.k@casino.guru. Please review them and let me know if you need any other document.

Dear nekarampatel04,

I have replied back to your email with more details.

As Rajabets Casino mentioned you have agreed with the terms and have received your refund, it looks like the issue has been successfully solved, can we consider your complaint resolved?

Dear nekarampatel04,

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.

Dear nekarampatel04,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal