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

ive been waiting for them to verify my proof of payment. I’ve sent my bank card (I paid with my card) three times as they won’t accept it. You can clearly see the number my name.

i can’t understand why they won’t accept it. I’ve enjoyed paying rainbow spins and honestly everyone writes back reviews so I don’t take notice of them but I’m really seeing their side of things. If my document was longer and hard I would understand but it’s just my bank card? You’re expecting me to spend all MY winnings but I’m not. My mother works within the gambling commission and she knows this is to make people just spend their winnings back on the slots. please can this get sorted.

Dear Harriet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying your bank card seems to be the only obstacle standing between you and your winnings? Have you provided any other documents?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you so much for your reply.

my ID and proof of address has all been verified which on Saturday I thought it was a good sign. Then they’ve declined my proof of card.

because I’ve paid with card, i need to send them this? I can send them the transaction from my account as a screenshot? but I’m not sending my bank card details containing my numbers so it’s catch 22 again. They only allow one document at a time so I can’t sent both.

ive sent them emails, however I haven’t got anything back because Of the "large amount" of emails.

all they send me is the rejection card of my card. I’d understand if it was a little more complicated but it’s not. You can see it’s my card and the card I deposited money within the account.

kind regards

harriet

other documentation been declined 14:45.

this is the third time.

I’ve sent another one, even more clearer.

Im slowly losing hope for this company

Thank you very much Harriet for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 Harriet,

I looked at your complaint and will do my best to help you. I would like to invite Rainbow Spins Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Thank you so much for your quick response!

ive sent another proof of payment. (My card)

just waiting to see if it gets rejected again like the rest.

it’s like generic email. Because it’s all the same time.

15:10: 5th April. My proof of card payment has been approved.

ill update if the payment comes into my account.

All funds are in my account.

rainbow spins need to make the id process a little more easier and smoother.

they need a web chat.

I’ll carry on playing rainbow spins.

Dear Harriet,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru