The player from India had deposited and won money on Raja Bets, but had faced a verification barrier when he attempted to withdraw his winnings. Despite being assured that verification wasn't needed initially, he had submitted the required documents on 9th Jan 2024, which remained pending. The player had wanted to withdraw his winnings of 45000 INR. We had contacted the casino to expedite the verification process. The casino had responded that the verification was approved. However, the player had expressed dissatisfaction, stating the verification was intentionally delayed until after his winnings were exhausted. We had marked the complaint as resolved and had reminded the player that our Complaint Resolution Center was available for any future issues.
Rajabets Casino - Player's withdrawal is delayed due to pending verification.
Amount: 45,000 INR
Rajabets Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
Hi,
I registered as a new user with Raja bets. Initially before I made my first deposit I had a detailed chat with the support rep. I enquired about every doubt I had and they were really kind enough to respond. I also asked about verification and they mentioned that it wasn’t needed. Later after I deposited a couple more times, and then when I won some money, I tried to withdraw and the withdrawal gets declined. after I contact the customer support, they said that I need to submit documents for verification before being able to withdraw money.
I submit said documents on 9th Jan 2024 at about 8 PM IST and the verification is still showing as waiting and doesn’t move ahead. Upon asking the support reps, they have a template response that they can not commit to a timeline and it may take whatever time it takes to complete verification. Upon further investigation on various casino review sites, I came to undestand that verification delays with Raja bets is a somewhat common among many players.
Is there some way that someone could intervene and have my profile verified so I can withdraw my winnings of 45000 INR.
please help me.
Regards,
Pavan
Dear Pavanbhagawan,
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.
Could you please advise which documents you have already provided and when exactly did you send 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,
Veronika
Hello Veronica,
I was asked to submit my government ID card and a selfie holding my Id. I have submitted my Aadhaar card front and back pictures and the requested selfie.
All documents were uploaded together on 9th Jan at approx 8:50 PM IST
Regards,
Pavan
Thank you very much, Pavanbhagawan, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi Pavanbhagawan,
I've just reviewed your case and am sorry to hear about your struggles with verification. 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 if you have received all the necessary documents for verification and how long it may take, respectively what is the deadline for your responsible department for finishing the review?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Hello Casino Guru,
This users verification was approved earlier, please let us know if there is any further information required.
Regards,
Team Rajabets
Thank you for the updates, Rajabets Casino.
Dear Pavanbhagawan, could you please confirm your account was verified? Are you able to submit a withdrawal request now?
Hi team,
thank you for your help. They only approved my verification after I successfully exhausted all my winnings.
despite several follow ups it was intentionally delayed to avoid me from withdrawing my winnings.
thank you for your help though. I appreciate all that you do for us.
Regards,
Pavan
Dear Pavanbhagawan,
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,
Natalia
Casino.Guru
