Rajabets Casino - Оттеглянето на играча се забавя поради проблеми с проверката.

Hello Casino Guru,

I am a professional gamer in sports. I have been using rajabets from the past 3 months, 2 times I have been withdrawn successfully, 2 weeks later they asked the KYC and I have submitted the documents successfully. Still it's in waiting status only and when I asked them they are telling it's under queue. I have read the previous complaints some times it will 10 days to verify that's the reason I didn't make the complaint yet but now it took 2 weeks now still now changes in the verification.

Kindly help on this issue and sort it out.

My ID: [hidden by Casino Guru]

Regards

Divya D

Dear Divi1187, 

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? Have any of your identity documents been approved by the casino?

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 800 complaints.

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

Hello Veronica,

Thanks for the response.

I have sent the required documents what they have mentioned in the website.

I have sent as the aadhar card as address proof and pan card for my identity and finally selfie with the pan card with date mentioned.

Expecting the reply from rajabets.

Thanks

Divya D

Hello Veronica,

Rajabets approved my KYC and they asked me to to upload my bank statement for verification, still it's in waiting status.

Statement uploaded on 26/12/2023.

Thanks

Thank you very much, Divi1187, 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 Divi1187,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. 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 confirm that you have received all the necessary documents from the player to complete the KYC? Is the unfinished verification the only obstacle before the withdrawal request can be processed?

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 there,

The document that the user provided is under process. The status can be tracked through the user profile.

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.

Hello Rajabets,

Thanks for the response.

It's almost 2 weeks since I uploaded the statement.

Kindly review the documents.

Thanks

Divya D

Hello Natalia,

It's been 18days since I have uploaded the bank statement, Still they are telling the same answer that under process.

Now the total days were the verification is started 31 days.

Kindly help me on these.

Dear Rajabets Casino, could you please specify the deadline? We understand that you need to review documents thoroughly, but it would be very much appreciated if you shared the estimated time needed to finish the verification, since the player has been waiting for the result for a few weeks already.

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 Natalia,

I came to casino Guru for main reason I will get the solution for this case.

Simply giving 6 days for them to resolve means they leave it as simple.

It's been 40 days still no proper response from the casino. If rating affects also they will run this website.

How much effort I put for analyze the games. It's everything seems to be waste.

Thanks

Casino Guru

Hello Dear Divya,

You are required to provide a bank statement of the bank account(s) that you deposit from and, made withdrawal requests to.

The bank statement that you have provided does not cover the deposits you made.

Hello Rajabets,

Thanks for the reply.

As you requested I have uploaded the bank statement where the deposit made.

Kindly don't delay the process up to 30 days

Hello Rajabets and Natalia,

I have uploaded the bank statement which i made the deposit of 22000 INR dated on 8th Dec 2023.

Still they are rejecting the statement, I dont know whats the reason behind that.

08/12/23

UPI-RG MEDIA AND MARKETI-RGMEDIAANDMARKE

0000334234813249

08/12/23

22,000.00.

I dont know how to upload the statement here.

kindly help me

Dear Divi1187, could you please send this bank statement to my email address (natalia.b@casino.guru) so that we can evaluate it as well?

Hello Natalia,

I have sent the statement to your email id

Hello there,

The user still did not provide the required documents, the bank account statement of the bank account that you made your withdrawal to is missing.

Dear Divi1187, thank you for the email with the bank statement.

I have received information from the casino that you have been also asked to provide a bank statement for the account where you requested your withdrawal (ending with ***8649), but you haven't sent it to the casino yet.

Dear Rajabets and Natalia,

The first document i was uploaded after the KYC was withdrawal statement. That was rejected by rajabets.

then only they asked me to provide the money uploaded bank statement. That was recently shared.

Reason for the used the two of accounts was.. While uploading the money in rajabets account at that time, bank server was issue thats the reason i was used 2 of my savings account.

@ Natalia,

I have sent the withdrawl bank statement to your email id. with date mentioned.

and one more thing is that it was password protected how to upload the statement in Rajabets?

if they share the email id means i ready to share the withdrawl statement.

Kindly reply ASAP.

Dear Divi1187, since the only way to provide the documents for verification is to upload them on the casino's website directly, could you please try to contact your bank and request the bank statement that is not encrypted with a password?

Hello Natalia,

I have uploaded the withdrawl statement in casino website with an unencrypted one.

at the same statement sent to you in email.

kindly ask the casino to verify.

Thank you for the updates, Divi1187.

Dear Rajabets Casino, please let us know if you have received the document from the player and if you can proceed with the verification now.

Dear Rajabets,

Thanks for approved the withdrawl statement but still i cannot withdraw the funds to my account..

Already i have uploaded the deposited statement. one of your team member told me that you need to upload the funds uploaded statement. Once again i have uploaded the money uploaded statement.

Kindly verify the document.

Hello Natalia,

Hope doing good.

Still they are rejecting the documents. I dont know whats the reason behind for rejecting.

Same bank statement what i have sent to you is what i uploaded in the casino website.

i dont know still what the documents i have give.

fell very frustrated.

Hello Divi and Casino Guru,

We are expecting an update on the verification process by the authorized department.

Relevant update would be shared with your end after necessary checks are made.

Dear Rajabets,

Without informing the reason for rejection how can we go further.

its been almost 2 months still only 2 documents to verify still how many days it will take to verify.

Same answer from the past 2 months

Dear Natalia,

I know youre busy with other complaints.

Hope you were checked the 2 bank statement, the same only i am uploading the Casion website,

I dont know why they are rejecting and keep delaying the process.

Kindly change the respond time.

Dear Divi1187, I can confirm receiving your bank statements.

Have you already been informed that the documents were rejected? Based on the last response from the casino representative, I assumed the documents still were being reviewed.

Hello Natalia,

If still they are reviewing the documents means then why they were rejected the "money withdrawl statement"

There were 2 bank statements "money uploaded and money received".

Casino was approved the money uploaded statement and they were rejected the money withdrawl statement without the reason.

i dont know still how many days they will take to verify, as you checked that 2 statements were clear.

Still delay in the process. Its almost 3 months.

Thanks

Hello Natalia,

Its been 11 days there is no response from Rajabets casino.

I dont know whats going on what kind of research they are doing.

My documents are clear i am not cheater you also verified the documents. Still why they are not ready to give my winnings.

Hopefully you will reply today, then you will give another 7 days of time to respond for casino. So it will be extended to another week?

Dear Divi1187, I've been informed that the casino is currently waiting for a risk report from the provider. The casino representative will share more details here as soon as they obtain the report.

I'm sorry that you have to wait but the casino cannot influence the speed of work of third parties.

Hello, the user's verification was completed and funds were withdrawn by her.

We kindly request this case to be closed.

Hello Casino Guru,

The verification has been done from Rajabets casino.

You can close this complaint as resolved.

Thank you natalia for your support.

@ Rajabets Casino,

Thanks for the verification,I have withdrawn the funds.

Thanks

Dear Divi1187,

Thank you for the confirmation! I'm glad to hear that your issue has been finally resolved successfully so 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