Rajabets Casino - Prostředky hráče zabaveny kvůli neoprávněnému nároku na bonus.

Hello CasinoGuru's

I had a balance of Rs 130, won from bonus free spins and lady luck was in my favor I made ~ Rs 7200, then deposited Rs 560 in my account.

I initiated a withdrawal of Rs 4800, which was later declined.

While I continued playing slots, my balance suddenly dropped from Rs 6693 to Rs 515. Upon checking the transaction history, found Rs 6178 was marked as "Manual Withdrawal".

I reached to customer care via chat(here's the funny thing)

The representatives who aren't responding to me anymore.

Customer service agent issued me a warning as I have used bonus which was not emailed you, I shared the screenshot of the email I received from promo.Rajabets.com

Since then I have been ghosted by the casino and my balance is missing, can you help me with this?

Thank you so much!

Dear punisherxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rajabets Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Would you be able to provide a screenshot of your recently activated bonuses from your bonus history?
• Has the casino explained which bonus you supposedly weren't eligible for?
• Could you please forward the promotional emails you received last week from the casino to me?
• Send the requested information to my email at tomas@casino.guru or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your response Thomas,

Here's my response for the questions.

• I have sent you email with the screenshot, which shows I had received a bonus free spins on July 13th, also attached a screenshot where i have activated the free spins on the same day. And another attachment of the balance which was dropped.
• No, the casino did not explained me, instead to severed me a warning as I used a bonus which I'm not eligible. Whereas I have only activated bonus which was received on my email.
• Yes i have forwarded you the email promo.

Thank you again, please let me know you need any further details.

Hello Team, received Rs 1000 as per thier terms and conditions as a winning from free spins. However I had made a deposit of Rs 560 and later won big. This I'm not entitled to get it as per casino

Thanks for your emails and the update.

• Do I understand correctly the maximum winnings from the bonus according to the bonus conditions was 1000 INR?
• Has the casino informed you about this fact in a particular way?
• Do I understand correctly that out of 7200 INR initial winnings you were paid 1000 INR, but the casino didn't acknowledge your winnings coming from the 560 INR deposit?

Hello Thomas,

Thanks for the update!

Yes you are understanding correct maximum winnings from bonus was 1000 INR

When the money was reduced u reached thier customer support and they informed me.

Yes I was paid only 1000 INR and the remaining amount was removed from my account.

Thanks for the explanation.

If you played with mixed funds, part of which was voidable winnings, we won't be able to help. I can understand the situation must be confusing, but if you played with funds you weren't eligible for due to the application of maximum cashout from the no-deposit bonus, any winnings achieved from them would be void. We believe that after the casino applied the maximum cashout, the balance and any winnings that weren't the real money deposit ought to be void. Please let me know if there are any circumstances I haven't considered, otherwise your complaint will be closed.

Thomas,

I am good to close this complaint. Thank you for your time and support.

Dear punisherxx,

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