Rajabets Casino - El retiro del jugador se retrasa debido a una verificación KYC pendiente.

Hi

I have an account in rajabets . I am from India . I have a balance of 9,64,055.65 . In my account, the casino has put my account for kyc verification . I have already uploaded the required documents on 19/07/2024 .it's already been 15 days as of now I have not got any positive response from the concerned team , its still showing waiting . I have tried mailing them and as well contacted the support team they are only saying we don't have any specific time period for kyc verification. I would please request you to intervene and please look into the matter and help me resolve my issue as soon as possible .

Thanks and regards

Ahsanuddin

Dear ahsanuddin892,

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?

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

Hi Petrolina ,

I have already submitted the requested documents on 19/07/2024 on the app .

Since then the status is showing waiting . I have tried contacting them but didn't receive any update from the concerned team. They are saying they don't have any specific time period for kyc verification . I would really be pleased if casino guru team will intervene in this matter and help me resolve my kyc issue so that I can withdraw my funds . Will be waiting for a positive results as soon as possible .

Thanks and regards ,

Ahsanuddin

Hi Petronela ,

Got an email from casino team . They asked for bank statement, selfie and verification status screenshot. I have uploaded the required documents waiting for there response . I was waiting for a response from them since 15 days . Thanksfully they responded to me after I contacted CASINO GURU . Will be really pleased if you help me resolve this matter as soon as possible.

Thanks and regards

Ahsanuddin

Hi petronela

i have received mails from raja bets team for documents and bank statement . I have already uploaded it 2 days back . Its taking too delayed for this verification process . It’s already been 18 days since the verification is under process still haven’t got any valuable response from them . I will really be pleased if i casino guru helps me in getting out from this issue .

thanks & regards

ahsanuddin

Hi Petronela

was waiting for response from your side

its’s already been 20 days since i have uploaded the documents i haven’t received any response from rajabets casino yet . I would really be pleased if you intervene in this matter and help me resolve the issue . I have uploaded the screenshot of date and timing of documents upload as well . Please its a request help me out .

thanks and regards

ahsanuddin

Thank you very much, ahsanuddin892, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hi michal.k@casino.guru

i have mailed you with all the documents and screenshots . You can go through it and please help me in resolving the issue .

thanks and regards

ahsanuddin

Hello ahsanuddin892,

I'm Michal and I have taken over your complaint. I have received emails containing information and evidence from the email address associated with your account. However, we have also received several emails from different addresses indicating that you wish to withdraw your complaint, which is somewhat unusual. Could you please clarify whether you still need our assistance or if the matter has been resolved?

Hi michal

verification have been completed but my id is showing 0 funds i haven’t withdrew any funds from it . I have even deposited funds in it today and that got vanished i have withdrew that . I tried contacting casino executives but they are saying they are not responsible for that please help me out i am attaching the chats with the casino executive

Hi

these are the withdrawl transactions showing in my account but i havent placed any request in it . Who withdrew the amount whos account it went to i have no clue about that . Please help me out in resolving the issue .

Dear ahsanuddin892,

Thank you for the additional information. I will contact the casino to shed more light on this matter.

We would like to invite Rajabets Casino to join the conversation.

Dear Rajabets Casino,

I would appreciate it if you could shed some light on the current situation. Have there been any indications of unusual activity concerning the player's account, particularly related to logins and withdrawals? If this information is sensitive and cannot be disclosed publicly, I kindly ask that you send it to me at michal.k@casino.guru

Hello Ahsan and Casino Guru,

As per the checks, there are multiple IPs and Locations where your account was logged in. We recommend you to activate 2FA security for your account and reset your passwords.

Best regards,

Team rajabets

I have lost 76500 . You people dont withdraw to any other persons name how come you transferred the funds . This is the worst betting app i have seen . You people transfer funds to account holders name . How it got vanished from my account ?

how you people transferred funds to differnt account name . Need an answer for this . I need my refund . Please help me in getting it .

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 Ahsan and Casino Guru,

Apparently, you have willingly or unwillingly shared your account credentials with a third person. As per the Rajabets Terms and Conditions, you are responsible for your account security.

There is no intervene on it by our end. We suggest you to take necessary precautions for it. There are many cases where impostors reach you out for your account credentials. We are not responsible for the loss of funds on this case. We recommend you to keep your 2FA settings active to prevent another person to login your account. And make sure to change your password and do not use the password that you use on other platforms.

Best regards,

Team Rajabets

Thank you for the response, Rajabets Team.

I can agree that it is indeed the player's responsibility to keep their username and password safe and not share it with anybody else. Please forward me the evidence of the player's login and withdrawal requests to michal.k@casino.guru

Dear ahsanuddin892,

As mentioned above by the Rajabets Team, it looks like a 3rd party gained access to your username and password and logged in to your casino account. Unfortunately, in cases like this, our ability to help is close to zero because it is an industry standard that it is the player's responsibility to keep their username and password safe and not share it either willingly or unwillingly with any 3rd party. We strongly recommend enabling 2FA verification if the casino allows it or to regularly changing your password to a strong one.

Although I understand that in some cases some casinos can detect suspicious activity and temporarily disable user accounts, however, as long as your username and password were correctly inserted the casino system rightfully assumed that it was you that accessed your account and all the actions on your account including withdrawals were initiated by you.

The casino mentions this in its terms and conditions, which you agreed to when creating your casino account.

Dear ahsanuddin892,

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 Michal

As mentioned I am aware of the scenario . But casino doesn't withdraw funds to other persons account without matching the details of name and deposit account. They are literally involved in this fraud and I am really unhappy with the response from casino regarding this . How can they withdraw to other name account and I have requested even for cancellation but it got in vein . I have lost my funds . Please look into the matter.

Thanks and regards

Ahsan892

Dear ahsanuddin892,

I understand your point, and I can agree with you that payments are usually not processed to a different payment method holder without previous approval by the casino team; however, there might be various factors for this. As I mentioned previously, even I have received multiple emails from various email addresses pretending to be you that your complaint is not genuine and that you want to close it. Additionally, not every casino system is set to check the discrepancies in the name by withdrawals. I will try to get some more information, anyway, as I mentioned, I understand that in some cases some casinos can detect suspicious activity and temporarily disable user accounts, however, as long as your username and password were correctly inserted, the casino system rightfully assumed that it was you that accessed your account and all the actions on your account including withdrawals were initiated by you.

Dear Rajabets Casino,

I would appreciate it if you could provide me with details regarding the withdrawals that were processed, including the recipients and the corresponding dates. Additionally, if there were any discrepancies concerning the accounts, account holders, or payment methods, could you clarify why these were not verified manually beforehand?

Hello everyone,

As we checked these withdrawals made to same bank on same account holder but different bank account number. That's why requests was not suspicious for us. User may have different account number. Also Indian bank system process any transaction if you enter IFSC and bank code correctly. Other details are not important for Indian Bank system. You can enter anything as receiver name/surname, system will not reject due mismatching.

Regards,

Team Rajabets

Dear ahsanuddin892,

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.

That's not fair as before they rejected my withdraw if I tried to withdraw in other account how come this time they processed even I cancelled when I received the mail regarding withdraw submitted.

Dear ahsanuddin892,

Although I understand your dissatisfaction with the whole situation, given the fact that your account was accessed normally using your correct credentials with no failed login attempts, the casino system has no grounds to doubt the withdrawal at that time. It is presumed that only you should have access to your account; it naturally follows that the withdrawal was initiated by you. Furthermore, the Indian banking system will process any transaction as long as the IFSC and bank code are entered accurately. Other details are not critical for the Indian banking system. You may input any name or surname for the receiver, and the system will not reject the transaction due to any discrepancies.

As it is the player's responsibility to safeguard their credentials from any third party, regrettably, there is basically nothing that can be done from either our side or the casino's side. 

My only recommendation is for you to strengthen your account security by changing your password to a more secure one and enabling two-factor authentication (2FA) to prevent similar occurrences in the future.

I understand that my response is not the one you have hoped for; regrettably, under these circumstances, I am unable to offer further assistance, and thus, this complaint will be rejected.

If you're determined to continue pursuing your case, you're welcome to contact theRajabets Casino licensing authority and file a complaint with them. While I'm uncertain if they can assist you in this matter, it could still be worthwhile to explore this avenue.

Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru