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

I have been trying to verify my account with Rainbow spins for over a week now. I have submitted all of the correct information and still they do not verify my account so I can withdraw my funds.

I have deposited over £300 with them but now I want to withdraw my money they are making things difficult.

I have met all criteria that they have asked for.

looking at all the feedback and complaints in this forum everyone has the same issue with them.

I have contacted their complaints department by email and no reply.

the support team keep informing me I have not met the criteria from which I have done 100%.

Looking at all these complaints they should be closed down as it’s a scam.

please can you help at all as I cannot contact them other than email and they seem to sent the same generated email out everytime.

many thanks.

Dear Ritcho22,

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? Do I understand correctly that it was suggested by the casino that you haven't completed the wagering requirements?

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

It’s not the wagering requirements, it’s the proof of verification. I have submitted their requirements many many times. And they keep sending back a "auto generated" email saying it doesn’t meet the requirements when clearly it does.

this has been going on for nearly a week! And looking through all the comments with this forum it seems other people are experiencing the same problem.

1) The company / support does not personally reply back to your emails explaining what are the requirements or what you exactly need to do.

2) They do not have any chat line, to speak to someone about any issues. All of the links for Facebook, Twitter and Watts App send you to an "unavailable" link. So there is no way you can communicate with them.

3) Even when you send a complaint no-one replies.

So all in all there is no way to communicate with them!!!! And no way of receiving a reply!

The comments within this forum all say the same!

Thank you very much, Ritcho22, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@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 several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Ritcho22!

From now on, I will take care of your complaint. I am now going to contact the representatives of Rainbow Spins Casino in order for them to join this discussion and help us resolve the issue.

We would like to ask the 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’ which may negatively affect its rating.

Dear Ritcho22,

The casino remains unresponsive and after number of repeated efforts to contact them they seem not to engage with complaints on our website. Without the casino entry to the discussion, we can't even start resolving this complaint and we are forced to close it as ‘unresolved’, which will have a negative impact on the casino's rating.

As the casino is licensed by United Kingdom Licensing Authority (UKGC), I'd like to suggest an option to raise the complaint via the official Alternative Dispute Resolution (ADR), which is eCogra. You should be able to submit a complaint to this entity by following this link: http://www.ecogra.org/ata/dispute.php.

Should you decide to contact the casino's ADR, please let me know via my email address: martin.d@casino.guru. I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.