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

This casino is useless i provide all documents and still show pending, didn't approve my document i waiting almost 1 month but no issue solve and chat support useless

Dear nadimhoque9,

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.

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?

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,

Kristina

Yes i provide all documents correct format and still showing waiting

Thank you very much for your reply, nadimhoque9. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear nadimhoque9,

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.

I send all documents on your Gmail address please check

Thank you very much, nadimhoque9, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi nadimhoque9,

I've just reviewed your case and am sorry to hear about your struggles with Rajabets. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Rajabets Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for deactivating the player's account? I can see on the screenshots provided by the player, that they were accused of misuse by live chat without any further explanation. Could explain what kind of misuse was meant by support?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Natalia,

Relevant documents shared with you via e-mail.

Dear Rajabets Casino, thank you for the reply.

Dear nadimhoque9, based on the evidence from the casino, we can see that you provided a bank statement with an account number other than what you stated in your profile. Could you please explain why there're such discrepancies? Could you provide the casino with the bank statement from the correct account?

Regards,

Natalia

Hlw mam i provide my bank statement pdf ICICI Bank but ICICI Bank statement doesn't show Account number only show last 4 digit

But showing all details Name, address so what's problem

Dear nadimhoque9, thank you for this attachment. However, according to the information from the casino, you provided the bank account number with the last 4 digits "2759". And you also sent the bank statement from SBI with the last digits of the account "3697".

So we have 3 different versions of different account numbers. Can you please explain which one belongs to you, and why you provided the other ones?

Thank you very much.

Regards,

Natalia

Hlw i upload bank account statement but its rejected 2 3 time then change bank statement but seam issue and i upload only my bank account statement, mam this is not reason to block my account, when i won 61k inr then my account block, and support team doesn't prove any misleading its froude casino and it's prove my voice call with Rajabets customers support team, she clearly said.

Dear nadimhoque9, from your reply I didn't quite understand if the bank account with the last digits "2759" belongs to you. If yes, could you please provide any bank statements confirming it?

this 2759 last four digit acconut number i did not upload any statement 2759 this number i don't have bank account, i can't understant this where you get this account number

Dear nadimhoque9, according to the casino, you requested a withdrawal of 1440 INR to the bank account with the last digits "2759". The casino representative also informed me that they have never received that ICICI Bank statement from you.

2759 this is rajabets bank account its totally froud and i never withdrawal request 1440 amount 2759 i have no any bank account

So its totally froud by Rajabets team

Please get rajabets my account full transaction history and one thing rajabets never withdrawal without kyc i think 1440 this my deposit amount, so i never withdrawal placed my account document pending state, and my total balance 61k+

Dear nadimhoque9, in the case that 1,440 INR was your last deposit, could you please send the bank statement where this transaction is visible? It was conducted on 4.4.2023. Unfortunately, the ICICI Bank Statement shows the partial history of transactions only for May. Thank you very much in advance.

Dear nadimhoque9, the screenshots you attached do not show the transaction from 4.4.2023, they are for March.

Could you please also attach the whole history of transactions from the casino? Or feel free to send it to my email at natalia.b@casino.guru.

hlw mam i deposit 22/03/2023 2 times 1st deposit 1000 2nd deposit 500 and showing my rajabets account history

1st you check then talk, i did not any deposit 04.04.2023

Unfortunately, we cannot move forward with this case since the casino stopped responding to our questions. It provided some accusations of the player creating multiple accounts, but there was no valid proof attached. We cannot investigate the case further, since there's a lack of proof from the side of the casino, and without cooperation from its side, we cannot come to a certain conclusion.

Since the player's account was blocked he was not able to provide us with more information regarding their transaction history either.

This case will be closed as unresolved.

Dear nadimhoque9, I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Rajabets Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The additional evidence was presented by the casino representative and is being evaluated by our team at the moment.

Hello Natalia,

The requested proof was shared over e-mail. As mentioned, the user has violated our AML policy, and relevant action was taken accordingly. Once the user provides his bank details the refund of his deposit will be processed as the same.

**** Rajabets give me one reason which policy i violation and give screen shots withdrawal with bank account, i never given any bank account details so how withdrawal money its totally froud just fu***

Nadimhoque9, I would like to ask you please, to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language.

Dear nadimhoque9, after considering new evidence from the casino, we cannot proceed with your complaint, since the evidence was presented that you tried to withdraw your funds to the payment method that belongs to another player. The casino requested you verify the withdrawal method, but you haven't provided them with the documents. As stated by the casino, as soon as you verify your payment method your deposits will be returned to you.

Due to the aforementioned reasons, this complaint will now be rejected. 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.