Rajabets Casino - Výběr hráče byl zpožděn kvůli neočekávanému ověření KYC.

Hello Casinoguru Team, I have read a lot of people having similar complaints on this forum hence I require your intervention for my KYC issue which they have asked me to perform, I have submitted all the relevant documents like Aadhar card, Selfie, Phone Bill and Bank Statement of the same account I have deposited and made a withdrawal of with. I wanted to speed my process of verification in order to withdraw my funds and play again at the casino. They have previously let me withdraw money but suddenly asked for KYC verification for a small amount. Need your help urgently on this matter otherwise if I want for them, they will stretch the verification for a long time as I have read on the forum for other people. It’s sort of suspicious that Rajabets is continuing such activity so please help me at the earliest.

Dear akshayymathur9,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Do I understand correctly that you submitted your document for verification on the 21st of December?

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

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.

Hi Petronela, thank you for your prompt reply. As I have mentioned before that this casino has too many complaints regarding KYC verification delay, I have raised this complaint in order to speed up the process. I have submitted all the required documents exactly as they have mentioned and no I haven’t been yet informed if my documents are incorrect or rejected. It’s kept waiting since the past 24 hours and I fear that if I don’t reach out to a trusted site like Casinoguru, they will make me wait a lot for my verification process.

Also yes you understand perfectly that I have submitted my documents on the 21st of December 2023, but I’ve also played in many other casino where it takes less than 24 hours to review and verify the documents so I expect the same from RajaBets Casino. Thank you.

Hi, it’s my humble request to kindly ask the casino to permanently close my account. I have depleted all the funds in my account and I’m never going to get back to gambling. Thank you for your cooperation and I would like to close the thread after they permanently ban my account.

Dear akshayymathur9,

I'm sorry to hear that you played down your winnings. Please understand that you are the only one who can request self-exclusion from the casino.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Rajabets Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@rajabets.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Dear akshayymathur9,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Petronela, sorry for the late reply. I have emailed the same and marked you CC in the mail. Kindly request you to ask the casino to speed up the process and exclude me.

Hello Petronela, I’ve never seen a casino that is not able to self exclude me. This is not a correct response, kindly intervene. I also want you to explain them the Act mentioned in Responsiblegambing.org

They have said that any player should be able to exclude themselves whenever they require, I’m attaching the screenshot for the same.

Thank you very much, akshayymathur9, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you akshayymathur9 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rajabets Casino for their help in the player's self-exclusion request.

Thank you!

It’s really sad to see how casino’s want you to lose everything you have even when you state to them that you have a gambling addiction and you want to exclude your account. Players like me luckily find a way to reach to places like Casinoguru and find a way to get it done but I feel really bad for those people who aren’t able to find help and end up loosing everything in gambling when it could’ve been avoided from the casino’s side. It is an unfair world and I hope other players can see my case and really understand how these casino’s never want to let you win. My account has been terminated after a request I raised to Casinoguru, but before that they said I need to be inactive for atleast "3 months" if I want my account to be terminated, and they know anyone with a gambling addiction cannot do that. I would request players to kindly be wary of Rajabets and not play on this casino. Lastly, thank you Casinoguru for your help but I feel you should somehow hold Rajabets casino responsible and not provide them with a good rating.

Dear akshayymathur9,

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,

Peter