Rainbow Spins Casino - Pelaajan tili on estetty.

Hi yet again I have problems with this site I have won just under 3 grand and my account has been frozen so my funds are stuck can’t spend or withdraw I have emailed countless times and they have answered once now not getting any responses

Hello Maries21,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly was your account blocked? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any 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 help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Time to time they carry out checks on accounts is what the email says need a recent payslip and bank statements sent and done but no response can log into my account but cannot spend or withdraw. There is no active bonus so it’s all withdrawable cash but now can’t withdraw it or spend..

Thank you for your reply, Maries21. For how long has your account been blocked, please?

Today is day 8.

Thank you very much Maries21 for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, Maries21,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rainbow Spins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rainbow Spins Casino Team,

Could you please state the reason why the player's account is blocked? What steps do a player need to take to successfully access their account? Can you clarify this situation?

Thank you in advance for providing the information.

Today they have asked for a pdf for my savings account

I have done everything they have asked me to do and they just want more a more there is nothing left to show them I’m finding it very frustrating as have just under 3 grand in my account. Can see it but cannot use or withdraw it.

They have now sent me this so can’t log in now

Thank you, Maries21, for the information.

I would like to wait for the casino's response and statement.

We would like to ask Rainbow Spins Casino Team 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 will have a negative impact on the casino's rating.

Dear Maries21,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - I recommend you consult the gaming authority the casino is regulated by (UKGC) and submit a complaint directly to the authority. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru