Rajabets Casino - Гравець зіткнувся із затримкою процесу виведення коштів.

I made a withdrawal request on this casino after winning 20400rs on a deposit of 10000inr. However, when I tried to withdraw my earnings it asked for verification and I submitted the documents. I have seen other people have faced similar problems and this is a norm for this website. Hence, I want to speed up the process by filing this complaint. Please help

Dear anxx12347,

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

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.

Yes, I have provided all the required documents which include Aadhaar card(front&back), PAN Card(front&back) and a selfie with Aadhaar card

Thank you very much for your reply, anxx12347. 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.

This is the reply from the casino when I asked them the update

It would be really helpful If you invite the casino to respond in order to speed up the process. Waiting for your prompt response

thanks

Thank you very much, anxx12347, 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 anxx12347,

I've just reviewed your case and am sorry to hear about your struggles with the 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 already received all the required documents and when can the player expect the verification process to be completed?

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 Dear Casino Guru,

The ongoing checks on the user's Rajabets account verification continue. The user can follow the status of verification on her profile.

Kindly note that depending on the working hours the verification queries are being processed.

https:­//r­aja­bet­s.c­om/­en/­pag­es/­ter­ms-­and­-co­ndi­tions

12.3.

''Until such information has been supplied to our satisfaction we may prevent any activity to be undertaken by You concerning the Account or we may, where we reasonably believe that deliberately incorrect information has been provided by you or there's a suspicion of Money Laundering and/or Terrorist Financing, keep any amount deposited on the Account following the closure of the Account by us.''

Thank you for your reply, Rajabets Casino. Would you please also specify how many days it may take so that we know how long should the player wait until it's done?

My issue is solved thankyou for the help. it was not a big issue and the casino was very helpful in resolving my issue thanks

Please close this case

Dear anxx12347,

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