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

Hello I have verified my account by submitting drivers licence a selfie to prove it’s mine, my payment card and a utility bill so I am verified I have taken 2 small withdrawals no problem. I have tried withdrawing 900 which I have won (have deposited twice that amount) and basically won’t let me withdraw saying they need to do further checks certainly not happy with this site as don’t like to pay out when you have won or just won’t let you. Can you help please. They never respond to emails and can’t seem to find any contact details to contact customer support.

Dear Maries21,

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.

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

They have had all my id and don’t know what else to do. Never get a response by email from them

My account has been verified.. now having problems getting my withdrawel as need to do further checks but it’s been verified so not sure why they won’t let me

Thank you, Maries21, for the update. Could you please forward the confirmation regarding successful account verification to petronela.k@casino.guru? Looking forward to hearing from you.

Additional comments from the player:

"Seems they want more I’d I have withdrawn 100.100.250 few weeks ago got no problems now I have withdrawn 500 it’s put on hold so have not received. Seems to me they don’t want to payout. I’m running out of things to send as most utility bills are now online."

"Won’t let me respond. I have sent my electric bill which has been verified but still now holding my withdrawal"

Thank you very much, Maries21, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Rainbow Spins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Maries21,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rainbow spins Casino to join the conversation and participate in the resolution of this complaint.

Rainbow Spins Casino, could you please provide an update on the status of the player's verification and withdrawal?

Today I received my winnings

Hello Maries21,

I'm glad to hear that your issue was resolved.

I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam