HomeComplaintsRajabets Casino - Player's withdrawal is delayed due to verification requests.

Rajabets Casino - Player's withdrawal is delayed due to verification requests.

Amount: 9,148 INR

Rajabets Casino
Submitted: 04 Dec 2024 | Case closed : 13 Feb 2025
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player from India faced issues withdrawing money after winning, as the casino requested multiple screenshots and identity verification. Despite having no account problems when he lost, the verification process became a prolonged delay of over a week without resolution. The Complaints Team intervened, reaching out to the casino for clarification on the player's situation. However, the casino stated that the player violated their AML policy by using a crypto wallet not registered in his name, which led to account termination. The casino agreed to refund the last deposit, but the player disputed this decision, arguing that the funds were sent from a wallet he controlled. Ultimately, the complaint was rejected, as the refund for the last deposit was considered sufficient, and the player was advised to contact the team for future issues.

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They didnt have any problem with my account when i lost 5k inr but as soon as i won and tried to withdraw. They started for this screenshot that screenshot. And finally they have asked for their usual Identity verification which is a scam because the queue is never ending. please help me get approved as it has been over a week and they still havent verified. I need the money please.

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Dear rideordie2022, 

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? 

When was the last time you communicated with the casino regarding your verification? What was their response?

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


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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Yes, i have provided all the required documents in the correct format. Here are the documents that i provided. Selfie

Identity Card (back side)

Identity Card (front side).

I submitted these on 28/11/2024 and since then whenever i have contacted their support, they just say that they are in queue to be checked. Unfortunately I discovered after I put money into it that the queue is never ending and several other users have been facing this issue since months. Kindly ask them to intervene and approve my kyc.

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Please assign me to a resolver. Its been so many days.

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Before we assign your complaint to the resolver, I need you to forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Kindly include all the conversations between you and the casino customer support that could be relevant to the investigation as well.

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Please note that identity documents are sensitive documents and cannot be sent to whoever asks for them. I have read similar complaint on the casino guru forum and they werent asked to submit these documents. For example https://casino.guru/rajabets-casino-player-s-id-verification-and-withdrawal this case was solved without you requesting for sensitive documents. I kindly request you to do the same as the casino already has these documents. I can attach a screenshot as proof that i have submitted these documents. PFA. My username is available in the screenshot too

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They rejected my KYC stating that there was "writing" over the documents. There was written "only for rajabets casino id verification". I have re submitted the documents. Still they won't check because they are filthy scammers.

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PLEASE assign me to a resolver please i need the money

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Thank you very much, rideordie2022, 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.

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Hello rideordie2022,

I've just examined your case and I’m sorry to learn about the issues you’re facing with verification. I will assist you by reaching out to the casino. Let’s see what can be achieved upon their response.


Dear Rajabets Casino, I invite you to join this conversation and assist in resolving the player's complaint. Could you provide more details regarding the case? Also, please confirm whether you have received all requested documentation and begun your review.

I look forward to your response. If you possess any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Best regards,

Natalia

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fileYes please look its been 4 days since my last submitted documents. Plus the older ones didn't have any issue you just needed a reason to reject hence you ruled out the watermark as "writing". Please approve asap

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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.

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I see a pattern here. Natalia casinos never reply to you and it makes me think that casino guru is a sellout company. Please assign me to Resolver Mirka Daisy as she actually gets work done. This is her profile. I need her on this case. Get her please. Casinos don't reply to you.


https://casino.guru/team/mirka-daisy/

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I request this case be transferred to Mirka Daisy as she has dealt with rajabets a lot. please transfer it

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Hello Casino Guru,


Let us look into this matter. Due to the Christmas Holiday, the verification processes are expected to be delayed due to business hours.


Best Regards,

Team Rajabets

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Thank you, Rajabets Casino. I will extend the timer for 7 days and hope to hear from you in the set time frame.

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Please resolve asap

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Update- They have asked for another selfie which i have provided. Since they took 16 days last time i am assuming its gonna be another 20 days when i hear from them. useless

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also they said that first withdrawl has to be made to a bank account and cannot be qithdrawn through crypto. since i deposited crypto why are they not allowing me to withdraw it. there is no mention of any such rule in their terms and conditions. kindly elaborate rajabets

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Now they are asking for bank statements even after i explained to them that i deposited via crypto and will be withdrawing via crypto. Oh god just wow they literally just said they can do whatever they wantfilefilefile

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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.

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Dear All,


The user is required to provide a bank statement including the transactions within the last 6 months. It is compulsory to proceed with the verification process.


Best regards,

Team Rajabets

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i deposited via crypto and will be withdrawing via crypto. why the hell is bank statement needed. What would they verify with my bank statements if they have already verified my identity

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Dear rideordie2022, based on the information from the casino representative, the bank statement was requested as a part of identity verification, namely a review of the source of funds. I believe it has nothing to do with your crypto withdrawal, and after your source of funds is verified, you can proceed with the withdrawal via the same payment method that you used for deposits.

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If i deposited via crypto how is my bank statement going to prove my source of funds?

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Dear rideordie2022, have you provided the casino with the requested document so they can proceed with the verification and then withdrawal?

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Did you read what i said? or you just wanna side with the casino??! I asked if i DEPOSITED VIA CRYPTO and am Going TO WITHDRAW VIA CRYPTO where does bank come in equation? and how is my bank going to prove my source of funds if i deposited via crypto

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They have now asked me for a video of my stake wallet which i used to withdraw crypto to rajabets. i have submitted it and lets see how long they take to verify this and what new excuse they will come up with.

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Thank you for the updates, rideordie2022.


Dear Rajabets Casino, please let us know about the verification results once you review the video provided by the player.

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here are screenshots from their support

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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.

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I think i am going to have to end my life. i am suffering so much because of this casino. all that for 9k inr sigh man these people dont even understand my condition

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Dear rideordie2022, if gambling is affecting your life and you feel like going to harm yourself because of your negative gambling experience, I advise you to seek professional help. Here you can choose your country and find a list of centers that help with problem gambling: https://casino.guru/problem-gambling-help-centers.

You can also use our tool for self-exclusion which can help you to block yourself from gambling for a little while until you feel better: https://casino.guru/global-self-exclusion-initiative/assistance-tool.


Rest assured, we are waiting for more information from the casino to be able to keep investigating your issue.

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Dear All,


It is reported that the user used our platform to make a transaction to another platform. Simply, the user violates the AML policy.


The user just makes transaction in between two betting platforms. On Rajabets, you can only make a withdrawal to your own account. The "account" that you hold on another betting platform is not your own wallet to hold/process funds.


As per the violation of Rajabets Terms and Conditions the users Rajabets account will be terminated. The user will receive a refund of his last deposit funds, once the funds are withdrawn the account will permanently be terminated.


Best regards,

Team Rajabets

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I read your AML policy and it nowhere states that deposits from another casino crypto wallet arent allowed. plus if they arent allowed why arent you refunding both my deposits? So the money that i lost is yours but the money i won isnt mine?????? how is that fair in anyway? either refund both my deposits or refund my current amount?

PLus you stated it incorrectly i didnt use "your platform to make transaction to another platform" i deposited funds on your platform using stake's crypto wallet which isn't against any of your policies.

And if i deposited both from the same crypto account why is only 1 deposit being refunded

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Dear rideordie2022, do I understand correctly that you only made 2 deposits to the casino? Could you please share a transaction hash for each?

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Sure - first was for 50 usdt - 7a30377246637418e796b53ee1af05a7f006c1b584746a1c2586dbbc67c73820

and second for 45 - 38d0bd72bf23b608e4b71f3aef8b49b96a617f6a23bc60de0fbb15fbbe485da3


Both from same wallet. The policy they are stating is completely made up and they are twisting the facts.

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wow they have removed all my money except the last deposit which appears to be withdrawable. such a shameless casino. And the OPTION TO WITHDRAW VIA CRYPTO ISNT EVEN AVAILABLE. SUCH DISGUSTING BEHAVIOUR. PURE LEECHES.

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Dear rideordie2022, although it is not explicitly stated in the casino's terms, it is a standard rule across all online gambling platforms that players must use bank accounts, e-wallets, or crypto wallets that are registered in their name. You cannot simply transfer funds from one online casino to another; you should deposit from your own wallet and withdraw to your own wallet. While casinos have the right to request proof of the source of funds as part of their AML policy, it is impossible to verify if the funds belong to you if you do not use your own wallet. In your case, it is impossible to check the source of funds since the wallet is not yours but Stake's. You cannot complete this verification step with such a strategy.

Generally speaking, this could lead to the closure of your account and the confiscation of the balance. However, the casino has agreed to refund your last deposit, which we consider to be a positive gesture from them. What withdrawal options are currently available to you? Please provide the casino with the payment method details that belong to you, so they can proceed with the refund. It is understandable that the crypto methods are blocked for you since you used a crypto wallet that does not belong to you.


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Except the wallet belongs to me??? I have full control over the in and outs of it?? just because i dont have the keys doesnt mean it is my wallet? Binance is also not self custody but its my wallet? I SENT THEM THE FUNDS I CONTROLLED ALL THE EVENTS THE WALLET IS MINE. The money wasnt sent to them by STAKE IT WAS SENT BY ME. And you have the audacity to call it a goodwill gesture?? LIke what? If the believe the money wasnt sent from my wallet they should refund both the deposits? because they were sent from the same wallet???? But if they think it was my wallet then they should send me my entire balance? THIS IS JUST BLATANT SCAMMING BY THEM. PUlling rules out of thin air and you call it a goodwill gesture. Talk about favouring casinos. And you said the crypto deposit option is still available just the withdrawal is gone. WHAT A SCAM. I WANT MY COMPLETE MONEY IN CRYPTO.

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Dear rideordie2022, I have been informed by the casino representative that the refund was sent to your Astropay wallet yesterday. Can you please confirm if you have already received the money?

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I want my complete refund please i am begging you i did nothing wrong. I WANT MY COMPLETE REFUND PLEASE PLEASE PLEASE

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Dear rideordie2022, let us know as soon as you receive the money in your Astropay wallet.

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What i have received is half my deposit. not even half. PLEASE GIVE ME MY FULL DEPOSIT I DIDNT DO ANYTHING WRONG

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Dear rideordie2022,

I hope I understood correctly from your reply that the refund of your last deposit of 45 USDT to your Astropay wallet was successful. As explained earlier, the casino is not obligated to return the first deposit that was lost during your gameplay. Considering that the casino refunded you for the second deposit, this complaint will now be rejected.

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

Regards,

Natalia

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