Frequently Asked Questions by Players at Khelraja

Frequently Asked Questions Related to Verification Processes at Khelraja

1. How do I get my account verified on Khelraja for sports betting or online live casino games?

Once you click on the sign up button, you will be asked for your mobile number and will be asked to set a password. Once you add this information, you can pick up the promo code as per your preference. Agree to the Terms and Conditions and you are all set to add your information to your profile. 

After signing up, please refer to the KYC policy to start the verification process.

2. How long does it take to get my account verified on Khelraja?

The procedure for each individual applicant is different. Usually, it takes 24 hours after the documents are received by our team. Please be patient until our team reviews your documents and your account is verified.

3. How do I know that my documents are approved, and my account is verified?

After you have submitted all the documents, our team will notify you about your verification status within 24 hours.

4. I am not able to withdraw even after successful verification of my account.

If your documents are already verified, the withdrawal time frame ranges from 30 minutes to 24 hours. We request our players to be patient and reach out to customer support in case any further problems are encountered. 

5. I'm not receiving OTP for my phone or email verification.

- Please make sure that you have a strong mobile signal in order to receive an SMS OTP message.

- For email OTP verification, we recommend checking your spam folder.

- In the event that you are still not receiving the OTP after checking the above, you can contact Customer Support and we'll help you out with manually verifying your phone number or email address.

Deposit

1. The balance is still not updated even after making a successful deposit in the Khelraja account. The amount was also debited from my bank account/e-wallet.

Please contact our customer support and specify the payment method which you have been using for making a deposit. Also, please provide a screenshot and transaction/reference number of the transaction to verify that the deposit has been made by you.

2. Will I get a refund after an unsuccessful deposit?

In case of an unsuccessful deposit, you should contact your bank to check on the status. Most of the banks would refund the money after their holding time period which is usually 3-4 business days.

3. Why is my Deposit not added?

The timeframe for deposits to be added is a minimum of 15 minutes and maximum of 3 hours. This can also be affected by transfer issues with the bank, or a possible system delay in the transfer. You may contact our customer support and specify the payment method which you have been using for making a deposit and provide a screenshot and transaction/reference number of the transaction to verify that the deposit has been made by you.

Withdrawal

1. Why are my withdrawals getting rejected after a successful account verification?

If you are facing problems with withdrawal from our online live casino app, even after successful account verification then the following could be the reasons:

a. You did not complete wagering requirements
b. There could be system maintenance
c. Bank maintenance might be in progress or systems are down
d. Additional verification requirements may be required.

2. I am trying to make a withdrawal but the selected payment method is not available or an error is displayed

If an error is displayed when you are trying to make a withdrawal, then the following could be the reasons:

a. The Bank you are trying to select is not yet available as a supported Withdrawal Method.
b. Can be caused by a system issue
c. Bank account details that you are trying to add has already been added to another Khelraja account

3. What extra documents do you need to process my withdrawal?

We may perform additional verification procedures at any time during the lifetime of your relationship with us:

a) Photo ID: government-issued photo identification (e.g. passport, driver’s license, national ID card)

b) Address confirmation: utility bill, bank statement, tax document, or other official document showing your current address

c) Live verification;

d) Selfie: a picture of yourself holding a specific item (e.g. ID card) or performing a specific action as instructed

e) Verification call: A phone call to a number associated with your account to confirm your identity.

f) We reserve the right to request other relevant information to verify your identity.

4. What is my current wagering?

Your wagering requirement can be checked by going to the Bonus Section of your Khelraja profile.

Disclaimer: There may be times that the wagering meter on the bonus page is not accurate due to a number of reasons such as the wagering weight of your games or a system glitch. You may contact Customer Support and we'll be happy to help you with manually checking your current wagering requirement.

Bets

1. The event has ended, but my bet has still not been settled.

Most of the bets are settled a few minutes after the match has ended, however, some settlements could be delayed due to a number of factors including review and approval of the match protocols by the referees or technical problems.

2. The event was cancelled/suspended/rescheduled, but my bet was not refunded.

If the event was cancelled, all the bets will be refunded as soon as possible. If necessary, manual adjustments would be done by the team in the player’s wallet. We request you to connect with our customer support team to get the necessary clarifications.

Casino

1. I have made a deposit but I cannot play at the casino. Why?

Please check the table limit to make sure you qualify to place the bet at the different live casino games we have in store for you. 

Promotions

1. I made a deposit but didn’t receive any bonus.

This could happen due to certain number of reasons:

• You did not opt-in for the promotional offer or the Khelraja bonus in the first place. We request you to go to the Promotions page to check out the latest offers we have in store. 
• Or, you did not fulfill the conditions in order to qualify for the bonus you want.

2. How can I enroll for promotions?

You can opt-in for promotions by simply visiting the promotions page and applying for the promotion of your choice. Alternatively you can contact the support team and they can process the request on your behalf.

3. Do you have any no deposit free bonus?

While we do have free bonus giveaways from time to time, this is a designated amount of time given to each campaign or bonus. You may go to the Promotions page to see what available bonuses can be claimed.

4. Do you have a free bonus for Festivals in India?

Yes. Khelraja always has special casino bonuses, online casino games offers, cricket betting promotional offers and much more. We have a list of offers in each category that can be easily claimed by players. Apart from festival related bonuses, you might also find offers for every major sports tournament that goes live in different verticals. 

Data recovery/correction

1. I entered incorrect personal data into my account. Can I change it? How to do it?

This is subject to review and submission of proof of identity submitted by you. You can send requests to the support team at [email protected].