RainBet Casino - Povlačenje igrača je odloženo zbog nedostajuće verifikacije.

Hello! I have been requesting support on my account on rainbet for some time now, my account was suddenly locked about a month ago and the website requested KYC while denying my withdraw. I attempted to ask the manager if I was guarenteed my withdraw after KYC was completed with no reply. Eventually I decided to go the safe route with my withdraw, and take the "fail to kyc" option inside of their terms of service, which states that I can receive my initial deposit if I refuse (20.1). I received a response offering resolution in the 3 days following it, but am yet to receive my compensation. I am hoping that Rainbet will take this ticket seriously once made public, as they have not so far. Thank you all.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the section 20.1 of the Terms and Conditions, and this is what I found:

20.1. Rainbet.com reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User. Rainbet.com retains the right to restrict the service, payments, withdrawals, and access to funds if the identity verification is not completed within 72 hours .The verification process may take up to 7 business days to be analyzed. Failure or denial to pass the identity check will result in confiscation of funds. During this process, the user will have to input some basic details about themselves and then upload: A copy of Government Issued Photo ID (in some cases front and back depending on the doc) A selfie of themselves holding the ID doc A bank statement/Utility Bill Once uploaded, the user will get a "Temporarily Approved" Status and the documents will now be on our side, and the "KYC Team" will have 24hrs to go over them and email the user about the outcome: Approval Rejection More information needed – No change in Status When the user is on "Temporarily Approved" Status then: They cannot deposit more than EUR 500 in aggregate total during this time. They cannot complete any withdrawal Guideline for the "KYC Process" Proof of ID Signature If there Country is not a Restricted Country: United States of America and its territories, France and its territories, Netherlands and its territories and countries that form the Kingdom of Netherlands including Bonaire, Sint Eustatius, Saba, Aruba, Curacao and Sint Maarten, Australia and its territories, Austria, Germany, United Kingdom of Great Britain, Northern Ireland, Spain. Full Name matches client’s name Document does not expire in the next 3 months Owner is over 18 years of age Proof of Residence Bank Statement or Utility Bill Country is not a Restricted Country: United States of America and its territories, France and its territories, Netherlands and its territories and countries that form the Kingdom of Netherlands including Bonaire, Sint Eustatius, Saba, Aruba, Curacao and Sint Maarten, Australia and its territories, Austria, United Kingdom of Great Britain, Northern Ireland, Germany, Spain, and Cyprus. Full Name matches client’s name and is same as in proof of ID Date of Issue: In the last 3 months Selfie with ID Holder is the same as in the ID document above ID document is the same as in. Make sure photo/ID number is the same Notes on the "KYC Process" When the KYC process is unsuccessful then the reason is documented and a support ticket is created in the system. The ticket number along with an explanation is communicated back to the user. Once all proper documents are in our possession then the account gets approved. "Other AML measures" If a user has not passed KYC then they cannot make additional deposits or withdrawals of any amount. Funds cannot be transferred from your Rainbet Account to the Rainbet Account of another Player. If a user has passed the KYC process successfully the account is reinstated. Failure to pass the KYC process or submission of falsified documents will result in permanent account closure and forfeiture of all funds

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.

Could you please advise if you have provided any identity documents to the casino for verification?

Have you filled out your player's profile completely and truthfully?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Haha, it appears they have changed their terms of service in the past few days (maybe even hours), very clever of them.

Though its an embarrassing lack of transparency I have the the old terms listed here (sometimes this has trouble loading, though its located in the initial HTML loading of the page), its located in 20.1. I also have some messages directly from Rainbet about 5 days ago where they not only confirmed those terms but also told me they would be using them and returning my deposit within the next 3 days (its been about 5 now). I have not provided any identity documents as I am not required to by these terms, my player profile was filled out truthfully, and I played slot category games without a bonus. Please help me solve this quickly, I hope in your contact with Rainbet they will confirm these old terms for you, they of course can not retroactively back out of these agreements when they see fit. And for clarity, I am asking for a deposit back, meaning they would be returning it to a wallet that I deposited from, so there should be no fear here of a "stolen account".

Ill add that in case you have trouble with loading the page properly (as I do aswell) you can paste this console snippet to disable JS and CSS so that you can see just the terms (something is blocking it).

"const styles = document.querySelectorAll('style, link[rel="stylesheet"]'); styles.forEach(el => el.remove());"

Thank you for your reply and for providing further clarification.

We understand your frustration and the concerns you raised regarding the recent changes in the casino’s Terms and Conditions. However, according to our internal policy, we are unfortunately unable to assist in cases where the player refuses to complete the KYC process requested by the casino. Even if the player only wishes to receive a refund of their initial deposit, the casino has the right to verify the identity of the account holder before processing any payments. This is a standard and essential security measure aimed at preventing fraud, money laundering, and other types of misuse.

If the casino has decided to update its terms to reflect a stricter KYC requirement, this only supports the idea that such clauses should not enable anonymous transactions.

As you have confirmed that you are unwilling to provide any identity documents, and the casino insists on verification before processing a refund, we must respectfully close this complaint. Unfortunately, we are unable to compel the casino to bypass their security protocols.

Thank you for your understanding.

Best regards

Veronika