Rajbet Casino - Player’s bonus winnings withdrawal cancelled.

I got a no deposit bonus of 250INR ..

as per terms they said 40x wagering and maximum withdrawal amount is 50,000INR...

I completed my wagering and I win 24000INR...

I placed a withdrawal request in transaction history mentioned withdrawal request was approved but i didn't get those money so i contacted the customer care team through chat they said your withdrawal was cancelled due to bonus terms and conditions and they again add 250INR and said maximum withdrawal was 1000inr with this 250INR..

Will you please clarify me the following

1)if I break there terms and conditions then why the 24000inr was shown in my withdrawal column ???

2)in previous also i claim bonus that time also they mentioned maximum withdrawal 50000inr at that after completing the wagering my winning amount 85000INR was reduced to 50,000Inr automatically as per terms and conditions i aggre for that ...

What my dought was why this time automatically not reduced and why that amount was showing in my withdrawal column..

Dear VIJAYAWADA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you provide details on the specific bonus you activated and utilized? Kindly include its link in your response.
• What is the current balance in your account?
• Have you redeemed consecutive free bonuses from this casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Player's additional comments:

Hi,

I am using a no deposit bonus amount 250INR

Bonus link

https://raj.bet/messaging/default/view?id=2495841

At present my balance to zero..

Yes I redeem some bonus in previous 

Did you make any real money deposits between claiming free bonuses? Many online casinos may stipulate that players use their real funds between redeeming free promotional offers.

Yes I made some deposits and i lost...

After that In offers section no deposit bonus offer rupees 250/- was available and i claim that offer

I'm sorry but I wasn't able to open the forwarded link. Could you please send me a screenshot of the bonus? Was there any maximum cashout listed in that promotional offer?

I don't take screenshot of that bonus offer right offer deatils was not mentioned at site..

I just want to know why the cancel amount was shown in withdrawal section

If the bonus amount was cancelled due to bonus terms and conditions then those amount shown in my withdrawal section shows as approved as successful with draw...

Can you confirm if your account is still accessible? Additionally, could you please send a screenshot of your cashier and bonus histories? I want to verify that you haven't redeemed consecutive free bonuses without making real money deposits, as this could lead to the casino confiscating your winnings. My aim is to rule out this scenario. Thank you.

Are these screenshots of your cashier history? Could you please send me screenshots of your bonus history too? I'd like to confirm that you haven't claimed consecutive free bonuses without making actual real money deposits, as doing so could result in the casino confiscating your winnings. My goal is to eliminate the possibility of this scenario. Thank you.

I now have two screenshots displaying two distinct No Deposit bonuses. What I'm requesting is a single screenshot of your most recent bonus history, please.

Hi,

In that site single screen shot was possible...

Got it. To recap based on the screenshots provided:

• 31.8. Redeemed 250INR No Deposit Bonus
• 5.10. Redeemed another 250INR No Deposit Bonus
• 6.10. Requested a withdrawal of 24,124INR
• 30.11. Received a 5% Cashback

I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Yes correct...I am simply asking I am shared a withdrawal request screenshot there shows withdrawal request approved...why it shows approved..

Approved means withdrawal was send successfully to my account is it correct or not??

Hello VIJAYAWADA,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rajbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Rajbet Casino,

Can you please provide more information regarding the player's issue? Upon which term have you deducted the winnings to 1,000 INR?

Thank you.

Kind regards,

Tomas

Casino.Guru

They given 40x wagering i completed that wagering and suddenly cancelled all my winning amount at the time of placing a withdrawal request.,.

If they cancelled based on there terms then why that withdrawal amount shown in my withdrawal column and why it's shows as a approve transaction

Greetings from Rajbet Casino.

Vijayawada, we are very grateful that you took the time to fill in this complaint. We are very sorry to hear that you had a negative experience with Rajbet Casino. It is very important for us to receive feedback from our players in order to improve the service we provide and satisfy our players at the highest level.

We have analyzed this complaint and most likely you misunderstood the rules of the no-deposit bonus in the amount of 250 INR and as a result you had a negative experience with the particular bonus.

Let me describe the situation and the bonus rules to you. Below, I will attach the bonus rules stated on our website as well. The maximum withdrawal amount from this no-deposit bonus is 250 INR and the amount that is above 250 INR is automatically debited. Therefore, an amount of 24,124 INR was debited from your account on 2023-10-06 16:33:01 and this information is indicated in your history of withdrawals and deposits, and therefore you had a concern about this withdrawal since you did not perform this operation.

After debiting a sum that exceeded the maximum withdrawal amount from this no-deposit bonus, you have successfully made a withdrawal on 2023-10-06 18:59:37.

I hope that I was able to help understand the situation. Below you can find the rules of this bonus.

"Maximum win from the bonus is limited to ₹250 and the excess will be deducted from the balance. In case ₹250 rupees win is use for further activities the maximum withdrawable amount is ₹50000. If your withdrawal was cancelled and bonus funds deducted to 250 INR (due to detected bonus abuse), following max. withdrawal is down to ₹1000."

We will be glad to provide an additional information if needed.

Kind regards,

Rajbet Team

Dear Rajbet Casino,

Thank you for sharing the information. It seems that the player was already aware of this rule, as they mentioned it at the beginning of this thread. However, I am still unclear about the specific type of "abuse" you are referring to.

Am I understanding correctly that the player made a withdrawal request immediately after completing the wagering requirements, and therefore the winnings were not used for further gameplay?

Thank you in advance for clarifying this for me.

Hello sir,

I have a dought sir...

I completed my wagering after that my winning amount was added to my real money column from bonus ..with that real money I play a live roulette game and I won..

Ok i aggre with your terms and conditions then why that particular transaction was shown as a approved transaction in my withdrawal section

Even kids also knows if the transaction shows successful in withdrawal section that means the transaction amount was send to player account...

Why not mentioned denied due to bonus terms and conditions

It appears that we may be dealing with a case of abuse, which would prevent you from receiving your winnings. We will need to wait for the casino's response to gather more information.

Dear rajbet team,

I am given a small example sir please for me read it once..

If we go bank and given a cheque for clearance that time bank employee says sir your cheque clearing amount was we will not give you but in your passbook we will print transaction cheque was cleared successfully but we will not pay those money .

Please answer me is there any sense on this...

I am simply asking one question

You are deducted my winning manually from my account due to some bonus terms then why your finance department mentioned it an approved transaction in my withdrawal section instead of that mentioned clearly denied due to some reasons

Please give me some acceptable explanation

Dear Thomas please look the below attachment there 24,124INR was shows approved in my withdrawal transaction history...

Every one thoughts that amount was paid to me

As a responsible organisation Raj bet team didn't encourage this type of transactions...

Basic information approved means sucessful denied means failed

It's important to note that just because a transaction is "approved," it doesn't necessarily mean that it has been "processed." It's possible that the system may have automatically approved the request, but upon further review by the casino's financial team, they could have manually declined it after additional checks. This is a common occurrence in the industry. I hope that answers your question.

Dear Thomas,

After completing the wagering and used that amount for further play in live roulette game and after 1 or 2 days I made a withdrawal request because maximum withdrawal Limit is 50,000INR.

As the Rajbet team says automatically bonus amount will deduct it's totally wrong in this case..

In previous i claim a bonus and I won 1,00,000INR but in terms and conditions there mentioned maximum withdrawal limit is 50000inr at that time after completing my wagering system automatically deducted the excess amount that time I feel ok it's fair...

But in this case it's not fair..

I have a proof if you need then I wil send ...

If they have a winning limit then after completing the wagering casino team will remove excess winning but here the casino team says we will not remove excess amount untill players placed a withdrawal request...if player places a withdrawal request then will approve that transaction manually and that transaction was shown in players withdrawal section as a approved but player did not get that money...

Is it fair rule..

I will explain clear will you please share your email

I assume an automatic deduction refers to the maximum win of 250 INR that will be credited to real balance after the wagering is completed. Can you confirm if this is what happened?

Yes...

Wagering for that 250 INR was completed and it added to my real money section with that money I am playing a live roulette game and I won some amount and I placed a withdrawal request of that winning

After reviewing the situation, it seems likely that some kind of abuse occurred. Can you please describe your gaming style when you played roulette?

Greetings from Rajbet Casino,

We wish you a Happy New Year and may this year be full of happiness for you and your loved ones in 2024!

At the time of withdrawal of this bonus, the player was in a group with low gaming activity, the last deposit at that time was made 4 months ago and the player accepted only no-deposit bonuses, so the maximum withdrawal amount from this no-deposit bonus was 1000 INR, which was successfully withdrawn to the player.

Let me explain the situation with the withdrawals shown in your screenshot.

Withdrawal ID 2906261 is a withdrawal request that you submitted on 10/06/23, 16:21 in the amount of 20 000 INR and it was rejected due to the rules for withdrawing a non-deposit bonus.

Thus, you see that the request for withdrawal where you indicated your payment information was rejected.

The next operation indicated in your history of deposits and withdrawals under ID 2906323 (24,124 INR) was carried out by a casino employee, where the amount exceeding the maximum amount for non-deposit bonus withdrawal was deducted from your account to nowhere, neither your nor anyone else’s payment information is indicated there. The operation has the status approved, since the amount was successfully debited from your game account, as you were informed in the online chat that the amount would be debited. Any operation carried out by a casino employee as a manual deposit or withdrawal is always indicated in your history of deposits and withdrawals. If this operation was not successful, it will show the status rejected; if the operation was successful (manual depositing or debiting), then the status will be successful.

You can find examples of the same operations carried out by employees of our casino in your history of deposits and withdrawals under ID 1708824 date 2022-12-23 23:31:35 in the amount of 29,730 INR in the status approved (also debiting up to the maximum withdrawal amount from a non-deposit bonus). ID1579924 2022-11-28 14:41:53 amount 52,381.50 INR status approved (writing off excess from personal bonus) and ID 1574428 2022-11-27 01:05:47 in the amount of 4,400 INR status approved (writing off excess from bonus).

And the last transaction indicated by you in the screenshot under ID 2906964 in the amount of 1,083.00 INR on 2023-10-06 18:59:37 was approved and successfully withdrawn to your account and complied with the rules of the non–deposit bonus.

We will be glad to provide any additional information if needed.

Kind regards,

Rajbet Team

Hi,

Dear team,

"ID1579924 2022-11-28 14:41:53 amount 52,381.50 INR status approved (writing off excess from personal bonus) 

As you said "

the above mentioned withdrawal request was approved and the approved amount was credited to my bank account and same day date I made some other withdrawal requests that amount also credited for confirmation please check provided attachment..

And one more information i would like to inform you I am claim the same no deposit bonus offer recently and I play and complete the wagering andi placed a withdrawal request the request was approved and amount was credited ..ID NO:3205249 DATE:29.12.23, 19:32

STATUS: APPROVED, AMOUNT:6,432.00INR

For confirmation please look the attachment once....

And I have one more dought as you said"writing off excess from personal bonus" where it was mentioned it's not visible for me..

In my transaction history every transaction was mentioned clearly i.e

STATUS: REJECTED

STATUS : DENIED

STATUS : APPROVED

STATUS: PENDING

dear casino gure team please clarify me..

Example:given bonus 500INR with 40x wagering..

after completing the wagering as a player won 25000INR was added to real money after that all excess winning removed after the placing of withdrawal request only and again 500INR was added manually and 25000INR was shows in withdrawal section as approved is to fair rule???

and in previous bonus excess winning amount will be removed after the completion of wagering and as per terms and conditions the maximum winning amount was added to the real money...

But why this time after wagering completed and amount was added to the real money and I played with that real money and I won some amount like that i played two days and I won certain amount and i placed a withdrawal request then only I got this problem....

Finally i would like to say

ID:1708824

DATE:2022-12-23 23:31:35

AMOUNT:29,730 INR

STATUS: WITHDRAWAL APPROVED

please remove this transaction from my withdrawal section or else in STATUS : MENTIONED CLEARLY REJECTED/DENIED DUE TO TERMS AND CONDITIONS

it's my humble request and i thought as a player I have a right to ask .

Thank you I hope team will understand and do the needful for me

Dear Tomas,

On 29/12/2023 i claimed again a no deposit bonus amount of 1200INR and i played and completed my wagering and winning amount was added to my real money with that money I play live roulette and I won some additional amount again I play and lost finally i placed a withdrawal request like in previous what we are discussing right now means the present case ..

Same the withdrawal request was approved and the approved amount was credited to my bank account

ID: 3205249 AMOUNT:6432INR DATE:29/12/2023 19:32 my question is same no deposit bonus with same terms and conditions and my game playing pattern also same then why the previous approved amount was not credited????

For confirmation please check the provided attachments once...

Dear Tomas,

Please look once the provided attachment once there 6432INR was shows in real money and i placed a withdrawal request of that money that was my winning through the no deposit bonus like the case we are discussing...

Why the different approaches on same cases ..

Dear Rajbet Casino,

Can you please confirm upon which condition, as per your bonus T&C, you have applied the following decision?

At the time of withdrawal of this bonus, the player was in a group with low gaming activity, the last deposit at that time was made 4 months ago and the player accepted only no-deposit bonuses, so the maximum withdrawal amount from this no-deposit bonus was 1000 INR, which was successfully withdrawn to the player.

Although we understand that casinos may not tolerate such behaviours in the long run, but how should the player have been aware of this issue? I may be mistaken, but I cannot find anything in your terms and conditions under the "25.6. Promotion abuse" clause.

Thank you in advance for clearing out the matter.

Thank you for the good note that this rule is not present in the terms and conditions of particular bonus.

We have come to the conclusion to return the debited amount to the player and it is available for withdrawal.

We will add this rule to the rules and conditions so that players do not have such misunderstandings. Thank you for improving our service!

And I would like to add that in order to maintain activity it is necessary to show at least 3 deposits per month so that the player does not fall into the group with low gaming activity.

Kind regards,

Rajbet Team

I am grateful to hear that, Rajbet Casino. Thank you for reconsideration, as well as for adding the rule to your website.

Dear VIJAYAWADA,

I hope this is good news! Can you please confirm if your issue has now been resolved? Thank you.

Hi,

Firstly thank you tomas and Rajbet team for giving speed solution on issue..

Rajbet team already in previous chats you mentioned last 3 times my winnings are cancelled...

You can find examples of the same operations carried out by employees of our casino in your history of deposits and withdrawals under ID 1708824 date 2022-12-23 23:31:35 in the amount of 29,730 INR in the status approved (also debiting up to the maximum withdrawal amount from a non-deposit bonus). ID1579924 2022-11-28 14:41:53 amount 52,381.50 INR status approved (writing off excess from personal bonus) and ID 1574428 2022-11-27 01:05:47 in the amount of 4,400 INR status approved (writing off excess from bonus).

So what about the remaining 3 deducted winnings

Please look at the provided attachments..

The above three withdrawal requests also same as the present case ..

I hope Rajbet team will do the needful on it...

Dear VIJAYAWADA,

I apologize, but we regret to inform you that we cannot assist you with your request. As it has been more than a year since your issue occurred, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reason, we are closing this case as resolved since the current issue has been resolved. Thank you for your understanding and please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru