Rajabets Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I opened an account on rajabets.i played aviator game on this platform and won 145667₹.after this win I requested for withdrawal my winning amount two times but they cancelled my withdrawal request both time giving me different reasons,first reason was "check your withdrawal limit"and second cancellation reason was documents upload for verification.therafter I uploaded my documents on 11 february 2025 at around 8:40am.still my verification status is showing"waiting"from 6 days.i talked severals times to their live support agent but they told me that your verification in queued and will verify as soon as possible.they gave me same answer a lot of time then I emailed my problem to rajabets email id support@rajabets.com three times but they not gave me any reply yet.please help me in my documents verification quick so I can withdraw my winning amount.i need money

Dear Manu2006,

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.

Therefore, I recommend that you wait for a few more days. I will leave this complaint open and if there is no development within a week, please get back to us and we will intervene.

Thank you in advance for your patience.

Best regards,

Kristina

Dear Kristina,

It's 13 days passed but still my documents verification status is "waiting" on rajabets casino.6 days ago you told me that my verification complete within a week.but still my problem is as it is.please contact rajabets casino and solve my issue as soon as so I can withdraw my winning amount.

Thanks

Thank you for your reply, Manu2006. Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

Dear Kristina

I uploaded front and back side of my aadhar card id and selfie with date and rajbets sentence written on a paper.i uploaded all necessary documents on 11 feb 2025 in correct format but verification not completed till now.verification status is still showing as "waiting". Please help me so I can do withdraw my winning ammount.

Thanks

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.

Thank you very much, Manu2006, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello Manu2006,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on.

Firstly, I would also like to invite the Rajabets Casino representative to enter the discussion. Dear casino representative, could you please check the case and explain to us what happened? What is the issue with the document Manu2006 provided? Can you give us some guidance on how to proceed? Alternatively, is there a particular timeframe in which the withdrawal will be processed?

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 Dear Manmohan,

It is reported that you are required to provide a bank statement of yours including your transactions within last 6 months.

Regards,

Team Rajabets

Dear Rajabets Casino representative,

thank you very much for the update. I hope the issue will be resolved in the near future.

Dear Manu2006,

can you please proceed as requested and provide the remaining document?

Dear Martin

I uploaded the 6 months bank statement at 03:29 pm today.i request you and rajabets casiono again that please resolve my issue as soon as so I can withdraw my winning amount.

Regards

Dear Manu2006,

thank you for your response. please keep us updated on any future developments.

Dear Martin

I have uploaded my bank statement on 21 March 2025 as requested but still my documents verification status is showing waiting.please resolve my issue so I can withdraw my winning amount.

Regards

Dear Manu2006,

thank you for your update.

Dear Rajabets Casino representative,

can you please update us on the current proceedings?

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.

Dear Manu2006,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear All,

It is reported that the user is required to provide a bank statement of the deposit transaction and withdrawal request made on. The bank statement shall include the transactions made within the last 6 months.

Regards,

Team Rajabets

Dear Rajabets casino representative,

thank you for the update. Is there an issue with the bank statement Manu2006 provided?

Dear Manu2006,

can you also send the banks statement to my email martin.l@casino.guru ?

Dear Martin

I have uploaded my last 6 months bank statement on rajabets casino website on today at 08:16 am IST.I also sent this bank statement on your email id- Martin.l@casino.guru on today,please resolve my issue soon.

With best Regards

Dear Manu2006 and casino representative,

I would like to confirm I received the bank statement on my e-mail.

Dear casino representative,

please update us on the future proceedings and let us know when the verification process is completed.

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.

Dear All,

The user is required to provide an up to date bank statement for the verification.

Best regards,

Team Rajabets

Dear casino representative,

I believe the bank statement has been provided. Is there an issue with it?

Dear All,

The user did not upload the bank statement yet.

Regards,

Team Rajabets

Dear Martin,

I have uploaded bank statement two times but both times the casino rejected the statement. Now which kind of bank statement I upload please tell me.

With regards

Dear Manu2006,

is it possible for you to provide us with a screenshot of your account, showing the uploaded bank statement?

Dear Martin

In the Above uploaded screenshot number 1 and 4th file is the bank statement which rejected by the casino. Please resolve my issue soon.

With regards

Dear Manu2006,

thank you very much for your prompt response

Dear casino representative,

please give us more insight on the matter. Is there an issue with the provided bank statement? Should user supply the bank statement by a different channel? Are the rejected documents not bank statements?

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.

Dear All,

Mr Manmohan is required to provide a proof of address generated within the last 30 days. A utility bill would work for this.

Regards,

Team Rajabets

Dear Manu2006,

are you able to provide such documentation?

Dear casino representative,

thank you for your response. Are there any other verification requirements or is the utility bill the last document the casino will require? The case has been opened for a long time and I believe checking all boxes at once would be beneficial for all parties involved.

Dear Martin

I have not posses this kind of any document because I am a prepaid Sim user and not any other utility connection on my name.i want to tell you that I have uploaded aadhar card front and back side images on casino's website for address and my identity. I am feeling the casino continuously harrasing me by mentally on the matter of documents verification. I have uploaded all the necessary documents.please resolve my issue

With regards

Hello Manu2006,

thank you for informing me. I believe that since you can not provide a utility bill, the aadhaar card is the best substitute option.

Dear casino representative,

please let us know when the verification process is resumed.

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.

Dear All,

For the verification process, the user is required to provide the requested documents. Failure to provide the documents will result as a failure of verification.

Regards,

Team Rajabets

Dear casino representative,

as previously noted, the player can not provide the requested documents. We would therefore like to ask for an alternative way of proving his address.

I personally propose a verification call. You will be able to get in touch with the player directly and clear up any misunderstandings.

Dear Manu2006

are you sure you are not able to provide any other document which displays your current address?

Dear Martin

Yes I am sure,i don't have any other documents for verification process I have already uploaded the documents which I have.

With regards

Dear All,

For the verification process, the user is required to provide the requested documents. Failure to provide the documents will result in failed verification. https://rajabets1.com/en/pages/terms-and-conditions

Regards,

Team Rajabets

Dear casino representative,

We at Casino Guru fully understand the importance of verification procedures in online gambling. We always encourage casinos to perform comprehensive verification checks in case they believe any wrongdoing is present or any questions need clearing up.

Even in this case, we do not ask the casino to cancel its verification process. We simply believe that the casino should offer the player alternative ways of verification. He obviously can not provide documents he doesn't possess. We also keep in mind, that he has already provided his Aadhaar card and bank statement, which both display his address.

Of course, this doesn't automatically prove that the player is in the right. We just believe that it is now the casino's turn to move the process forward - whether by arranging a video call - as suggested by us, requesting another document - which the player can provide, submitting proof of the player's wrongdoing - if there is any, or paying him out.

In case we have reached a stalemate here, and we can not come up with a viable alternative together, I will regrettably have to close this complaint as Unresolved, which will negatively impact the casino's safety index.

Dear All,

The necessary information has been provided to Casino Guru Team.

Regards,

Team Rajabets

Dear parties,

we can confirm we have received more information and insight from both the casino and the player. While the provided information paints a better picture of the whole situation, we have supplied the casino with one more request. The thread will be updated when we receive a response.

Dear All,

The relevant information had been provided to Casino Guru.

Regards,

Team Rajabets

Hello Manu2006,

we have sent another message to the casino. We are now waiting for their answer.

I would also like to ask you, whether you would be able to accept a verification call - that way your address and identity could be verified.

Dear Martin

Yes,i will accept the verification call.

With regards

Dear All,

The verification process can only be completed by providing a document. We require user to provide a proof of address, including his personal details.

Regards,

Team Rajabets

Dear casino representative,

the issue has been discussed through multiple channels now, and I would like you to know, that I fully understand your reasons for the thorough verification process, and I in no way want to dismiss any of your possible suspicions.

However, as I explained, I believe it is still your turn to act now. We would therefore like to ask you, for the last time, to proceed with the verification call, or alternatively, to provide us with solid evidence of the player's wrongdoing.

In case you are not willing to move this mediation process forward, I will be regrettably forced to close this complaint as unresolved.

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.

Dear Martin

I would like to say that please tell me the reason,why the casino feels that my previous documents those i uploaded is not enough for verification process?.

With regards

Dear Manu2006,

Thank you for your message. We understand that you have already provided several documents. However, according to the casino, the verification process remains incomplete because one of the required documents has still not been submitted, specifically, a valid proof of address like a utility bill. This document includes your name and residential address.

Please note that this is a standard part of the KYC (Know Your Customer) process, which licensed casinos are obligated to follow. Without this, the casino is unable to complete your verification and proceed with your withdrawal.

However, we do agree that a verification call was a reasonable alternative, and we’ve raised this suggestion with the casino. Unfortunately, they’ve declined this option and insist on receiving a document instead. We realize this may be difficult, but unless a valid proof of address is submitted, the casino has stated that they won’t proceed with the final verification, which we ultimately do not agree with.

Dear All,

After thorough checks, the documentation provided by the user has not proven the residency address. We require a verified document proving the user's address.

Best regards,

Dear Manu2006,

Thank you for your cooperation throughout the complaint process.

Unfortunately, despite your willingness to undergo a verification call, the casino has confirmed that it cannot complete your verification or process your withdrawal without a valid proof of address document that includes your name and current residential address.

Since this document has not been provided, and no alternative verification method was accepted by the casino, we believe a deadlock has been reached. As we do not see a way forward, we regret to inform you that we must now close this complaint as unresolved. Please note, that this will negatively impact the casino's safety index on our site.

If you are able to obtain and submit the required document in the future, we recommend contacting the casino directly for a possible re-evaluation.

We thank you for your understanding.

Dear parties,

this complaint has been reopened to the casino's request. I hope we can come to a successful resolution this time.

Dear casino representative,

please outline your questions and requirements to the player.

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.

Dear All,

The user did not provide any requested bank statement yet.

Regards,

Team Rajabets

Dear casino representative,

I would like to ask you to provide us with timely responses in the future, especially considering the amount of time we have already invested in this complaint. Also, please specify which period should the bank statement cover.

Dear Manu2006,

hope you are well. I understand you have provided the bank statement before, even when the casino didn't request it. Are you able to please send it again?

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.

Dear parties,

we have received confirmation, that the player has sent the bank statement to the casino.

Dear casino representative,

please give us more information about the matter.

Dear All,

The users bank statement could not be approved as it does not include the deposit transactions that he user made.

Kindly provide the requested documents accordingly.

Regards,

Team Rajabets

Dear Manu2006,

please send the bank statement you sent to the casino to my email address at martin.l@casino.guru. We will evaluate it and see whether it meets the requirements.

Dear casino representative,

please specify the shortcomings of the bank statement in more detail. Which month does the bank statement cover? Have you received the bank statement from the same month you requested?

Dear Martin,

I had sent last six months bank statement as casino demand.

I am sending you the same bank statement on above given email id.

With best regards

Dear Manu2006,

thank you for your message, I can confirm I have received your message. Can you please specify which transfers were made to the Rajabets Casino? Can you give us approximate dates and amounts? We will be waiting for the casino's response.

Dear casino representative,

can you please provide us with your transaction ID, so we can try to match the deposits?

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.

Dear All,

The user shall provide a bank statement including each and every transaction which was made to and, from Rajabets.

Regards,

Team Rajabets

Dear Casino representative,

please give us your transaction ID. In case you do not want to disclose it in the thread, send it to my email at martin.l@casino.guru. Alternatively, you can also provide us with the player's deposit history, which would make life easier for all parties.

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.

Dear All,

The user has not yet provided a bank statement. The bank statement submitted must include all transactions made to Rajabets and must be up to date.

Regards,

Team Rajabets

Dear parties,

I believe a deadlock has been reached again. As neither party is willing to cooperate to the level we expect, especially the casino, I must now close this complaint again. Please note, that this will negatively impact the casino's safety index on our site.

Thank you for your understanding.

Dear Parties,

after more extensive discussions with the casino, we have decided to reopen this case once again.

Dear Manu2006,

thank you for your patience and continued cooperation. We acknowledge you have provided us with your bank statement. However, we need you to provide us and the casino with a statement dating back to at least 8th of February. Currently, we only have a statement starting from 27th of February,

Please send the statement to the casino and to martin.l@casino.guru. It will of course remain confidential.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Martin

I have sent bank statement today at 5:35 pm as your request.

With regards

Manu2006

Dear Manu2006,

thank you for your prompt response. To save time, please also attach a screenshot of your casino account, with the bank statement clearly uploaded and any possible sensitive info blacked out.

Dear casino representative,

can you please confirm the reception of the bank statement? Please let us know whether the provided information is sufficient.

Dear All,

The provided document is currently under review. We will provide an update accordingly.

Regards,

Team Rajabets

Dear casino representative,

thank you for your response, please keep us updated.

Dear All,

Since the user could not verify his proof of address via utility bill, we require a proof of address. The user is required to fetch and upload a copy of Affidavit from the notary declaring address, complete name, age and date of birth of the person.

Regards,

Team Rajabets

Dear casino representative,

The player has already submitted both their Aadhaar card and bank statement, which together contain their full name, photograph, and address information. These documents are commonly accepted as valid proof of address in KYC processes and to be completely honest, requesting a notarized affidavit just does not seem to be a proportionate requirement in these situations. I still believe the best way to move this case forward is to conduct a video verification call with the player, during which the documents could be reviewed and the player’s identity and address confirmed directly.

However due to the nature of this dispute, we would be willing to accept this request, in case you shared more information or substantiated suspicions stemming from the bank statement and Aadhaar card. Can you please tell us why you were unable to verify the player's address through these documents?

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.

Dear All,

The user could not verify his proof of address via utility bill, we require a proof of address. The user is required to fetch and upload a copy of Affidavit from the notary declaring address, complete name, age and date of birth of the person.

We require a certified proof of address to be provided by the user. Since the utility bill was not provided we require a proof of address and either an Affidavit or Utility Bill issued within the last 3 months can be accepted as the proof of address. The Affidavit document could not be forged as it includes the stamp of the local ministry.

Regards,

Team Rajabets

Dear parties,

thank you for your cooperation. After further discussions and evaluations, we still believe that a notarized affidavit is an unusual and demanding request. However, we also understand the situation around the verification is not straightforward. Therefore, since the casino remains unable to verify the player’s address with certainty, we understand its decision to request a notarized affidavit as a final verification step.

Given the circumstances, it appears to be a reasonable way to conclusively confirm the player’s details. That said, we of course believe, that no additional requests will be made in case the player cooperates.

Dear Manu2006,

please consider providing the requested affidavit to complete the process. Once submitted, kindly inform us so we can follow up with the casino.

I am not a thief

Dear Manu2006,

no one is accusing you of being one, the casino only needs to verify your address. Are you willing to supply the casino with the affidavit?

Dear Manu2006,

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.

Dear Martin

I have already provided a valid Indian identity proof for name,address and photo.i am a handicapped person from both legs i cant go to anywhere for making affidavit.so i request you and rajabets casino that solve my issue.

Dear Manu2006,

please understand that this is most likely the only way to verify your account. I must also note that you had been able to visit a government office previously. I fully understand that this is inconvenient for you, but please use the same form of transportation you have used in the past. The utility bill remains an option as well, in case your living situation has changed and your name can be found on it now.

Dear Manu2006,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru