Rajabets Casino - Jugador solicita ayuda con retrasos en retiros y problemas con la cuenta.

I have been playing on Rajabets for the past 4 years, and during this time, I have lost over 1 crore rupees (100 lakhs INR). This has caused me severe financial problems, including huge debts that have ruined my life. The platform's constant promotions, bonuses, and easy access encouraged me to gamble more and more, without any proper responsible gambling tools to stop me.

I tried multiple times to self-exclude or close my account due to gambling addiction, but Rajabets support just gave excuses like "don't deposit for 3 months and it will auto-block" or ignored my emails and live chat requests. They do not offer permanent self-exclusion properly, which I believe violates responsible gambling rules.

Now, things are even worse. I am trying to withdraw my remaining balance, but every attempt is delayed without clear reasons. More seriously, my bank transactions/withdrawals have been marked with a "lien" by Indian cyber police, which I think is because of unregulated or suspicious payment methods used by Rajabets. There had been imposed 3 different lien by cyber police. Total amount is 71638 INR.

I request Casino Guru's help to ivestigate and resolve the lien issues on withdrawal and look into their lack of proper player protection tools.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

First of all, we do not handle matters related to cybercrimes. If your money has been withheld, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations. Our perspective is that the responsibility for a crime lies with the individual who committed it, not with the casino. 

Therefore, we are only able to assist you with the self-exclusion request.

I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Vtanwar,

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.

The withdrawal that the casino made to me, that money was linked to fraud activities, and that's why a lien has been placed on that transaction. This clearly means that I haven't actually received that money at all, since I can't even use it. And this hasn't happened just once—it's been done multiple times by the casino. The casino's withdrawal department is involved in illegal activities. Please write to the casino about this.

As I informed you in my first reply, we do not investigate issues related to cybercrimes. This falls under the jurisdiction of the police and your bank, rather than a mediator like us. 

Please let me know if you want to continue with the self-exclusion process, as this is the only aspect of your complaint that we have the authority to help you with.

Dear Vtanwar,

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 Casinoguru Team,

Regarding my ongoing issues I wish to escalate my complaint to their Alternative Dispute Resolution (ADR) entity as per standard procedures.

However, despite multiple requests, Rajabets has refused to provide me with the contact details of their ADR provider. Could you please assist by sharing the ADR information for Rajabets? This is crucial for me to proceed with a formal complaint.

Thank you for your help.

I have reviewed the Terms and Conditions of Rajabets Casino, and there is no ADR entity listed. The casino states the following:

22. Complaints

22.1. If you have any concerns or questions regarding these Terms, please contact our Customer Service Department through the links on the Website, using your Registered Email Address in all communication with us.

22.2. While we strive to address all complaints, we take no liability for any actions taken in response to a complaint received or for any outcomes arising from those actions.

22.3. If you are not satisfied with how a bet has been settled, please provide detailed information regarding your grievance to our Customer Service Department. We will use reasonable efforts to respond to such queries within 7 days, and in all cases, aim to provide a response within 28 days of receipt.

22.4. Any disputes must be lodged within 24 hours from the date the wager in question has been settled. Claims made after this period will not be honoured. The Customer is solely responsible for ensuring the accuracy of their Account transactions.

22.5. In the event of a dispute, our Customer Service Department will make reasonable efforts to reach an agreed resolution. If an agreement cannot be reached, the matter will be escalated to management for further review.

22.6. If all attempts to resolve the dispute to the Customer's satisfaction have been exhausted, the Customer may lodge a formal complaint with our licensing body.

If you were not satisfied with the assistance of the casino's customer support, you may submit a complaint to the licensing authority by clicking on the validator at the bottom of the casino website.

More information regarding the Complaint Resolution Process by AOFA can be found in our article here: https://casino.guru/licensing-authorities/comoros-license

Please let me know how you wish to proceed.

Okay, then proceed with Self-exclusion request.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

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 gambling addiction. 

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 Rajabets Casino, add my email, veronika.f@casino.guru, to the CC, and keep me informed about any further developments. Thank you in advance. 

Dear Vtanwar,

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,
Veronika
Casino.Guru