Rajabets Casino - Player’s struggling to complete account verification.

Dear Raghav1314,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Please understand that it will take a few working days to approve your personal information and provided photos. Allow it some time.

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

Hi

Thank you so much for your response,

I will respect your words Mam surely I'll wait

Yesterday I sawed same cases for verification we have to wait for few days yesterday (12-feb-23)around 4.42pm I have uploaded my Selfie and my Id card too as per the rajabets requirements with holding the id card +writing date of soft copy of I'd card paper.I'll wait Mam but I have to inform you that I'm also waiting to get verification of documents from rajabets.so i informed you it in early Mam,thank you so much for your response Mam🙏.

I fully understand your frustration, Raghav1314. However, I will set the timer for additional 7 days allowing to casino some time to verify your documents and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your verification and withdrawal. Thank you in advance for your patience.

Hi Mam,

For Today it's a 9th day Mam, my document verification status is still showing as waiting I can understand that the Kyc document processes will take a time but main issue is if I try to contact customer care means they will tell like that here is no concerte time period given on verification it may take more then 1hour,1day,1month more or less, like this they will replay if I request them to raise a ticket for this problem means they will tell the live support is not authorized to do that, like this they will do a replay Mam.

Hi Mam,

Good morning😊

I didn't got any update ?

Still my verification of document status showing as waiting only mam.

Thank you very much, Raghav1314, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you so much for your help mam.I'll never forget your help in my life and I'll be greatfull to it🙏.

Hi Raghav1314,

I've just reviewed your case and fully understand your concerns about struggles with the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Rajabets Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Could you please share the reasons for such a lengthy verification process? I'm looking forward to hearing from you.

Best wishes,

Natalia

Hi Natalia Mam,

Thank you very much for your response mam🙏

Hello Natalia and Raghav,

Our Call Department has informed the user, his verification has resulted. However, users' bet winnings through a certain playstyle, which was not permitted as per our T&C, had been removed. We wish him the best of luck on his bets!

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.

Regards,

Team Rajabets

Hi Rajabets

Please don't say like this from October 22 to Feb 23 I have deposited morethan a lakhs and in Feb 23 I have deposited high amount like 10k 40k 30k so I'm placing more bets in baccarat for example I'll place 5k on banker if my guess goes wrong means and wait for next next and if I have a more balance than I'll place 10k on next guess what's wrong in placing more more bet, and Natalia mam they are saying I'm playing by martingale strategy till now I don't what's that strategy mean and till Jan 23 i have deposited small small amounts l less then 10k and placing the bets sometimes I took my balance 2k to 40k by playing baccarat and I lost everything also in Feb 23 I have deposited more money like morethen 10k or 20k and I started betting with 2.5k or 5k if my guess passes and my balance got increased means I'll place more bet and keep in mind if loss also I'm placing more bet only what's wrong in that. In call they said you can't place more bets like that they said first of all we not have to give you the entire money you have won like this they talked in call mam and in chat box so many replay they will give mam and someone will not till clearly also I have attache the screenshots and in call I requested them to don't tell like this and they asked how much money you need I told atleast I need 2,78000. They said ok we will request this with risk department and one more thing Natalia mam on 15th Feb my balance was 4lakh some thing but that day I have lost everything by betting more in baccarat only and next day means 16th I have deposited 15000 again and keep playing from morning and in the end of the day my balance is 590000 I guess. Trust me mam seriously I have not used any strategy and I have not cheated also just I'll watch the baccarat and dragon tiger and I'll play it by guessing that's it mam but this rajabets casino I have a trusted you lot but now I got to know how you say for trusted customer and how you try to convince the customer that we have only made mistake.

Im attaching more proofs they replay like clear lessly 1st when i asked the customer support they told like Please try to play for fun. all like this and they told your verification should be done by risk department. and after the call they manual withdrawn of Rs-537193 from my account mam and after that also my verification is showing as waiting only and then i asked in chat box hey told few minutes we will check and after few minutes they told your verification done and referesh it now and i have done referesh and its got verified. earlier they are saying we dont have have authority to do anything about your verification but now they did it and its totally plaaned mam after the call they deducted and verified and immediately they are given like player is winning from certain playstyle they are not saying anything clearly they just you have used some strategy to win casino guru is done a very good work till now mam trust me rajabets are totally using the big win moeny of the customers by saying that this player is won from certain playstyle and that is not permitted in T&C. if we played loyaly also they will only search for some reason to give that this player is wonned by cheating like this will say

Dear Rajabets Casino team, I'd really much appreciate it if you can send any supporting evidence to natalia.b@casino.guru where it'll be clear which exact playstyle was used by the player and why it is not permitted. Thank you.

Regards,

Natalia

And more evidence i can provied mam i'm attaching the bet history which i have lossing money from my above 4lakh balance, Earlier if i click on the transaction everything is coming perfectly mam means in app its shows oderly means everying means deposite withdraw place bet which ever is takes place that also it will showing order but now they had made a filter option so i tried my level best to get from it in next message ill add the winning bets which from i took my wiinings from 15000. to 6lakhs above.

Hi Natalia mam, i came with my entire bet history from 15th Feb,In the Below attachments you can get to know how i wonned bettings in Baccarat and dragon tiger gaming.In 1st image you can see my last deposited of rs 15000, time and date. and in 2nd image i have rounded up my new balance when im in zero and from above that if you see the date and time of bet means you can easily get to know mam how i wonned, I tried my level best to undersatnd you.and i have to attach the 16images mam i will attach in next messages and im attaching in order you can see the page number too.

here is the last attachments mam.

if you need anything else from my side surely ill provide all the details mam, and really thank you so much mam after complainting here only they have called me.

Hello Dear Casino Guru,

The user had confirmed his playstyle which was clarified with him through the Call Department. And his balance was withdrawn by him. As per the security protocol of our platform provider, we are not keen to share user's transactions which are missing above. However, if it is required it can be shared through a private channel. Since the user had agreed with these terms we kindly request this case to be closed, thank you.

Hi Natalia mam they have only saying everything mam, i have not confirmed i have used playstyle.they only just trying to convience like you have used martinagle playstyle all like this mam, and i have even a call record too.i have requested them please don't do like this all mam, then they said actually we have to terminate the entire amount but we are leaving you as warning like this they talked mam if you need that all record ill send it mam.Raja bets now you are showing that in terms and condition i have read it before registerting only i have not played with by cheating please dont use customer money like this by saying customer is wonned by cheating are playstyle im not used any tricks here just peoples are trying to cheat the loyal customer. if you are clear means please show the proofs what i have maid a mistake in call also i have aseked same thing.

then they have said we will give only 141400 rs thats it all other balance will get terminate after that i have requested please dont do like this mam im in trouble then they asked has how much you need then. i have told atleast i need half amount or 278000. i have requested mam im in uregent need in money then they said ok we will forward your request and after that they have not done anything mam so i have thinked atleast i can withdraw the balace 141400 1st then ill inform about this for casino guru im waiting to refelect withdraw in my account then i immediately informed here mam trust me mam its totally planned 1st they tried to convence and they deducted balance and after that they given there 1st replay here immediately mam that they are said fault from player only means used the playstyle really this Rajabets Casino is not geneiune and loyal one.

Hi Raghav1314, I've received information from the casino that you were paid out 4451 EUR, can you please confirm it?

No mam my last withdraw amount is 100,000INR and after that 41000INR out of 6,78,623. They are manual withdrawn amount is 5,37,193 INR (five lakh thirty seven thousand one hunderedan night three) I have got only 141000INR Mam that's it mam I have attached my last withdraw and manul withdrawal done by raja bets mam, and if you need I'll share my bank statement too mam.i requested them to please give me atleasy 378000INR mam but they didn't and in chat they will talk worstly mam just repeat again and again like this they will say mam.

Thank you, Raghav1314, for the details.

Dear Rajabets Casino, our position regarding using Martingale is that it doesn't bring any advantage to players and doesn't make them profitable in the long run. We don’t consider using any mathematical betting strategies to be an unfair advantage on the side of a player. If, however, casinos want to enforce this, it should be enforced on the software level to prevent the use of strategies from happening. You can read more here:

https://casino.guru/our-position-on-banning-betting-patterns

https://casino.guru/roulette-scam-strategies

In your terms and conditions, there's even no mention of the restriction of using such mathematical strategies, so we think that it is unfair that you have confiscated the player's winnings. I'd like to ask you to take into consideration the above-mentioned facts and to pay the player the full amount.

Regards,

Natalia

Thank you So much for your Loyal replay mam, and for more information I'll play in live casino means Baccarat game on my own guess by watching the game mam and i have played in windaddy casino also just few weeks back and i got my winnings and i have lost it again if i have used any stratgies means they will also get to know, know mam Trust me mam i have not used any strategy in call they are tried to covey me has im wrong but it not happend i asked what is martiinagle strategy trust me mam till now i didn't know that we can use strategies in casino, in call they said that word(Martingale) i have googled it what is martingale strategy mean then i got to know placing more bets when we lose i understand this much from google trust me i have not thinked like that just when i feel confident i will place more betting mam.dear natalia really thank you so much for your research too it means lot mam because we know the value of out trustable and loyal winnings thank you so much for your loyal replay mam.

Dear rajbets casino please don't misuse the trustable customers and I'm requesting you to give me my winning money.

Hi Natalia Mam,

I have requested them in chat support, but they are replied has, we can't able to return the manual withdrawn amount.

Hi Natalia Mam,

I have requested them in chat support, but they are replied like, we can't able to return the manual withdrawn amount.

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 Rajabets, Please Note- I have filled a complaint about your website in casino guru and just yesterday night on Askgamblers because from that website team I can know how to file complaint with license authority, and In that complaint also I have clearly mentioned presently this case was running in casino guru and waiting to response from rajabets website, and I haven't missued any bonus from your website. I'm just placing bets with my deposited money ok. if I have done anything wrong means atleast you can send a notifications or mails right.

Casino guru team really I can trust your team blindly and your work too trust me my intention is clear just I need to raise a complaint with license authority. After Natalia mams last replied to casino "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." If rajabets casino will not reply to this then anyways I need to file a complaint with license authority. so I have just filed a complaint in askgamblers website too. Because I got to know from Google if casino is not replied to complaint then I can file a complaint with license authority.

Natalia Mam,

the issue which they have stated above is totally new and fake, this was not what they said earlier, they are trying to portray a whole new issue which is not true. i even have call recordings where they said that i was using martingale strategy that was the reason why they dint complete the full payment. but now this is a whole new proof, which is totally fake, because i haven't done any such things as they have mentioned. i have played only with my id raghav1314. i claim to be an innocent in this matter, please investigate further and verify the ID which they have provided, i am ready to provide any details or proof required from my side to prove that i have used only one account and i have not cheated. the information and proof they've attached is totally FAKE!!!!. I request you to please investigate and verify.

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

4.8. Refunds

"Players who make a profit through arbitrage, cheating, game bug or a risky bet may be deleted without explanation by the Risk Department. The player's deposit, excluding the unfair advantage, can be refunded to the player when the reviews are over. Rajabets reserves the right to delete all winnings and hold the deposit amount. Transactions will take place at the sole discretion of Rajabets."

Hi Natalia Mam,

Any update?

Dear Raghav1314, my apologies for the late reply.

We analyzed the proof from the casino and, unfortunately, are forced to reject your complaint based on newly revealed details. Since the casino presented a confirmation that there's another account that used the same device and made the same bets at the same time as you, we cannot resolve it in your favor because any sign of collusion or multi-accounting between players is against fair gambling.

Please, try to get in touch with the licensing authority, it has better options and tools to help players (complaints@gaminglicences.com).

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Natalia

Thank you So much for your response Natalia mam, I'm really happy with your team work and straight talks.Ya mam I'll raise an issue with license authority. And thank you so much mam for your help I'll will never forget it🙏😊.