Rainbow Spins Casino - Player’s winnings disappeared.

Hi I played on rainbow spin I deposited £10 I reached £300 and asked for cash withdrawal and I was told not enough details so I did more the next day I was ill and had been for a while . This week I decided to go back to the game but to my surprise there was no money. I’m devasted pleas help me solve this situation

Alison

Dear Alison,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you’ve been trying to verify your account before your winnings disappeared? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much for your reply.

Best regards,

Kristina

Dear Sir/Madam

I am writing to ask for help as I’m not sure who to ask anymore I had deposited £10 in to the game Rainbow Spins and was playing a while and managed to win the amount of £300. I tried to withdraw my money I was not allowed so I thought maybe I have won too much so I tried £250.00 and no

they said they need more information but I had given most of that already. So anyway I was taken ill and hadn’t played until the other day I logged in to find my money was not there. I was devastated. Please help me regain my money back.

Kind Regards

Miss Alison K***

Would you be so kind and forward all the relevant communication between you and the casino to kristina.s@casino.guru?

I was unable to speak to them directly as there was no numbers available only the gambling people so I rang and spoke with them and they couldn’t help me and said to try and find a way so I finally got through to you people .

I have also found a message from last week from them offering me free spins I took a photo and will upload.

And yet again they are asking me to deposit my money and play.

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Alison, do you have any screenshots or game history that would show your winnings? If yes, please forward it to kristina.s@casino.guru. Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

This is one of them x

Hi I have sent 2 pictures the second one shows them saying they don’t have my details of payment. Yet you can see they have other details and from the first picture that I played down from£300 original winnings.

Thank you very much Alison for your reply. I will now transfer your complaint to my colleague Nick 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 Alison,

I'm Nick and I'll be assisting you in your case from now on. As I see from your screeshots above, you are still missing some documents to verify yourself - card payment is not sent and address is not yet verified. It is possible that your balance disapeared because of the verification process ongoing and once it's done you will be able to withdraw your balance. Please update all the documents to the casino and let me know the outcome in few days.

Hi Nick I have back on and check and more information on

they now have

Bankstatement

Driving licence

picture of my card with strike of card through the middle

utility bill

and also a picture of proof that I paid £10 to them out of my account.

Dear Rainbow Spins,

Could you please confirm that you have all the required documents now? Are they all valid?

The casino responded to us that they have send you an e-mail address but we did not receive any further information. Could you please confirm that they have sent you the mail and what was it about so we can further assist you in your complaint. You can also resend it to nikolas.b@casino.guru. Thank you for your reply in advance.

Hi Nicolas I have had no emails from them all I get is emails asking me to join new games I will send them.

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Hi yet another message only saying about playing depositing £10 and Howdy Buzzby! Claim 50+ FREE spins on Cowboys Gold when you add £10 to your account at rainbowspins.com today. Yeehaw! T&Cs apply Login2Unsub.

Dear Alison,

I've contacted the casino and asked them about the mentioned e-mail. I requested a proof if it was sent or not, also when and to what e-mail address. I'll be now waiting for the casino's answer. It might be slower as usualy as I'm not communicating directly with the person responsible for their complaints.

My only concern is that we are now starting to run out of time as there is only 19hrs which worries me.

Hi Alison,

I have passed your complaint onto the relevant department and someone from our Support Team should be in contact shortly via email.

I am afraid I cannot see that you have ever contacted support@rainbowspins.com and the documents you have been uploading on site have either been sent in the wrong category or not a valid document.

Not to worry though! As mentioned above someone from Customer Support will be in touch as soon as possible 🙂

Kind regards,

Rainbow Spins.

Dear Alison,

Please let us know once the casino contacts you and let us know what did they write to you so we will know which way the case goes.

Dear Alison,

Please note that if we won't get any respond from you within the next 7 days, we will be forced to close the complaint.

Hi there has been no contact from them like I said before the only post that comes from them is asking me to join there games.

The games they are asking to join is rainbow spins

Bog thunder and all stars nothing else.

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yet again at this time of day please make them stop.

Unfortunately we did not receive any respond from the casino for almost over a month. We will be now forced to close the complaint as unresolved which may negativel affect the casino's rating. I'm really sorry that we could not help you more but as the casino is non responsive there isn't much we can do beside the rating deduction.

Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru