Rainbow Spins Casino - Player’s struggling to complete the account verification.

I sent all my documents to be verified. This took 8 days. Then I was told I had to send another proof of address and my Photo ID still wasn’t verified.

I had uploaded my proof of ID 22 at this stage.

I was then told to take a photo and send it to customer support.

So I did that heard nothing back.

Now 2 days later I contacted them again if this isn’t resolved I have no other option than to complain.

Next morning my account had been locked and I had been self excluded.

i then got an email saying due to the nature of my bank statement as proof of address I had been permanently excluded!

Firstly they didn’t ask for earnings and amounts in my accounts. Secondly that statement I sent is a business expenses account with a very large overdraft!

If they had checked they would see that’s not the account used in their site!

I have not heard anything for 2 days and it’s becoming a little ridiculous

even more concerning their are over 46 complaints on trust pilot from customers with the same issue!

It seems that because I said I would take it further they have locked my account.

I have had no correspondence and I’m a little bit bemused by their attitude. As they are caring because I have a large overdraft but we won’t give your winnings and we will take your deposits as wel. Seems a little strange as they are so concerned.

even worse I note in 2018 a case was brought against them involving out government around had practise of withdrawals. Making the process difficult and lengthy and it’s happening again.

can you please advise

Thank you

Debbie

Dear Debbie,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that your picture ID has been expired and as a Proof of Address you’ve submitted your business account statement?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronella,

I understand it too if course.

but no my ID has not expired I uploaded it to a separate link they asked me to.

It was to jumpman gaming who of course owns hundreds of sites!

It didn’t appear to save their end for some reason.

so I tried another 23 times. At that point customer services and said send it to us and we will help.

I sent them both my passport and driving licence!

nothibg has expired all in date.

Then all of a sudden I got a message you have permanently excluded from your account due to the nature of your bank statement:

again I understand the responsibility

But it was sent as proof of address not for them to look at my account and had they asked at the time to see a bank statement proof of earnings I would have sent them the one I use for their site!

Whsts concerned me is this was all done after I said I have had enough of this and you need to sort it out because there are hundreds of complaints in the last month with the exact same problem!

You complain and they lock you out if your account.

that’s what has happened so far

thabks

I have now sent you their email and my response.

What I find staggering is they are concerned and care that my account is overdrawn so they won’t let me play. Which is fine but on the other hand they won’t respond to my latest emails and if I try and get around their exclusion by using another site they can keep my money I deposited and my winnings!

maybe I’m being silly but that seems to be a massive contradiction

Anyway I will leave it with you

debbie

Thank you very much, Debbie, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Debbie,

I’m sorry to hear about your negative experience. I’ll contact the casino representative and try my best to resolve the issue.

I would like to invite the Rainbow Spins Casino representative to join this thread and participate in the resolution of Debbie’s complaint.

We would like to ask Rainbow Spins 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’.

Dear Debbie,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority or the casino’s official ADR (eCOGRA).

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.