RainBet Casino - Pelaajan tiliä on rajoitettu.

I am writing to file a formal complaint against Rainbet Casino regarding the unwarranted restriction of my account and the withholding of approximately €1200 in bonuses and free bets.

Timeline and Events:

1. I registered an account with Rainbet Casino and completed the Know Your Customer (KYC) verification process on the first day, providing all necessary identification and address verification documents.
2. Based on recent losses, I was due to receive approximately €1200 in bonuses and free bets as per the casino's promotional offers.
3. I provided Rainbet casino with an email from SRIJ (Serviço de Regulação e Inspeção de Jogos) stating the invalidity of Rainbet's casino license to operate in Portugal.
4. Shortly after providing this information, my account was restricted without any clear explanation.
5. I attempted to contact Rainbet's management (manager@rainbet.com) and compliance department (compliance@rainbet.com) via email, but have received no response.
6. I was also banned from the casino's live chat and Telegram group, effectively cutting off all communication channels.

Grievance:

I am deeply concerned about the lack of transparency and communication from Rainbet Casino. The account restriction appears to be directly related to the information I provided regarding their licensing in Portugal. However, if the issue is related to my location, it contradicts their initial acceptance of my KYC documents, which clearly indicated my address.

Requested Resolution:

I request one of the following resolutions:

• Account Reinstatement and Withdrawal: Reopen my account and allow me to withdraw my existing balance, including the €1200 in bonuses and free bets that were due.
• Deposit Reimbursement: If Rainbet Casino considers my activity illegal due to my location in Portugal, I request a full reimbursement of my initial deposit, effectively voiding all account activity.

I expect a prompt and fair resolution to this matter. Thank you for your assistance.

Dear ghostingura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify if you had any real money balance in your casino account before you lost access to it?
• When did you create your casino account and when was it closed?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

Yes I had real balance in my account and I was playing a bonus bet worth 100$. Plus I had open bets.

It was opened on 28 February and restricted on 24 March. I had no communication from casino at all. When I try to login it says my account is restricted... I believe there is nothing else I can add. Can you report it to casino today and ask them why is my account restricted? Also why didn't they tell me the reason?

Thank you for your reply, ghostingura. Could you please clarify how much was your real money balance? Which games did you focus on - slots, live casino, sports betting, etc.? Were your open bets made on sports events?

Can you please send me (or post here) a screenshot of the message you see when you try to access your account?

Alright. Before we proceed, I want to clarify that we will not assist with any bonuses you were supposed to receive, and if you had open bets on sports betting events, we won't be able to help with those either.

I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear ghostingura,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RainBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RainBet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the restriction of the player's account and withholding his funds?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo and Ghostingura,

Thank you for bringing this matter to our attention.

At Rainbet, we reserve the right to suspend or close accounts at our discretion, and this may be done without prior notice. In the case in question, the user’s account did not have any pending outcomes or remaining balances at the time of closure.

For your reference, I’ve attached a detailed summary of the user’s $100 bonus buys, along with information on how the remaining balance was used following the final casino bet.

I believe there is nothing further to address in this matter, as the user has no funds currently blocked. Apologies for the delayed response, and I wish you all the best moving forward.

Best Regards,

Brad

Thank you for your belated response. However, I find your explanation and evidence to be insufficient and, frankly, misleading.

Firstly, I must reiterate my demand for a complete and detailed history of all my bets and transactions. This is essential for me to fully understand and verify your claims. I expect this to be provided promptly and without any omissions.

Secondly, a significant contradiction exists between the reason I was given for my account restriction and the reason you are now providing. The only reason communicated to me by Rainbet compliance was: "Your account was blocked because you were playing from a country that is not supported under our license."

This explanation focuses solely on my location as the justification for the restriction. In contrast, you now assert, "At Rainbet, we reserve the right to suspend or close accounts at our discretion, and this may be done without prior notice. In the case in question, the user's account did not have any pending outcomes or remaining balances at the time of closure." This explanation shifts the focus away from my location and implies the closure was due to Rainbet's general right to close accounts and/or the state of my account balance. These are clearly different and incompatible reasons, hence the direct contradiction. I have only received the first explanation from Rainbet support.

To further emphasize this critical point, I completed the KYC process with a Portuguese address before making my initial deposit. Therefore, I demand a clear and unequivocal explanation as to why my activity was accepted in the first place if Portugal is a restricted country. Your negligence in this matter is unacceptable. I firmly argue that all my deposits should be refunded in full due to your failure to properly verify my eligibility to play and your subsequent acceptance of my funds.

Furthermore, your persistent lack of response to my numerous emails is unprofessional and indicative of an unwillingness to address this issue fairly and transparently. This silence only reinforces my belief that RainBet is attempting to avoid its responsibilities.

The screenshots you provided are inadequate and do not constitute conclusive evidence. They fail to address the fact that I had a balance in my account, active free bets, and was due to receive a substantial lossback bonus. Your evidence conveniently ignores these crucial elements.

Beyond this, I had a confirmed agreement with your VIP manager, Amir, to receive 4x250$ free bets. This agreement was in place before my most recent deposits and gaming activity, and was a key factor in my continued engagement with RainBet.

In conclusion, I insist that RainBet Casino take full responsibility for its errors and refund my deposited amount in its entirety. I expect a prompt, comprehensive, and satisfactory resolution to this matter. Any further delays or inadequate responses will be escalated accordingly.

Dear RainBet Casino,

Thank you for providing clarification on this matter.

Dear ghostingura,

Based on the information provided by the casino, your account has been closed with no balance left on your account and no open bets as you claimed before. Let me address the points you have pointed out in your previous message:

• Contradiction in the reasons for account closure:

Since your account was closed without any funds remaining, the specific reason for the closure is ultimately irrelevant. In such cases, the casino reserves the right to close an account at its sole discretion, even without providing a detailed explanation - provided there are no outstanding winnings or balances to be paid out.

• SRIJ license:

Your concerns regarding licensing in Portugal fall outside of our scope of influence. Casino Guru operates as an independent mediator and online casino database - we do not have legal authority to enforce national gambling regulations. While we strive to provide accurate licensing details in our reviews, it is ultimately up to each player to verify and choose a casino that aligns with their local laws and preferences.

RainBet Casino is licensed by AOFA, an offshore licensing authority with global reach, excluding certain restricted regions. As Portugal permits only locally licensed operators to offer gambling services, it is the responsibility of the player - not the offshore casino - to ensure compliance with local laws.

If you prefer to play only at casinos licensed within your country, I strongly recommend checking our list of recommended casinos, where you can filter options based on licensing and jurisdiction.

• Bonus agreement with VIP manager:

Bonuses and promotions are offered at the sole discretion of the casino. Unfortunately, any verbal or informal agreement with a VIP manager does not guarantee entitlement to bonus funds, especially after the account has been closed.

I understand this situation may be frustrating, and I regret to inform you that since the funds in question have already been played out, I am unable to assist further and must reject your complaint, as there is no remaining amount to dispute.

If you have any further questions or need assistance with anything else, please don’t hesitate to reach out.

Thank you for your understanding.

Best Regards,

Kubo