RainBet Casino - Dobici igrača su konfiskovani.

I am the holder of a Rainbet Casino account which, prior to being locked, held a balance of €12,596 in legitimate winnings. My account was subsequently restricted and the balance confiscated on the basis that I did not complete what they describe as "Level 3 verification" within an alleged 72-hour timeframe.

This action is unlawful, unreasonable, and wholly disproportionate.

At no point during the verification process, nor on the verification page itself, was I clearly informed that failure to submit documents within 72 hours would result in confiscation of my entire balance.

A 72-hour deadline to obtain proof of address documentation (such as utility bills or official correspondence) is plainly unreasonable. Such documents are often issued by third parties and cannot be guaranteed within this timeframe.

Confiscating €12,596 in legitimate winnings for an alleged administrative failure is a punitive measure that bears no reasonable relation to any purported breach.

A term that allows you to retain customer funds solely due to an arbitrarily short verification deadline creates a significant imbalance between the parties and is therefore unfair and unenforceable.

Your own terms state that verification may take up to 7 business days to be analysed, which contradicts and undermines any alleged 72-hour submission requirement.

CG please reach out to the operator to reinstate my account or release the full balance of €12,596, as they are completely mute on the subject.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear birgitta146,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.

Please understand that KYC is a very important and essential process through which the casino ensures that funds are sent to their rightful owner. Since casinos do not have the ability to physically verify players’ identities, this procedure is the only way gambling establishments can complete the required verification checks. None of the serious and licensed casinos take KYC lightly. Additionally, there is no standard industry practice regarding verification procedures, and we are not in a position to penalize casinos for how they choose to manage their KYC process.

I have reviewed Rainbet’s General Terms and Conditions and found the following section:

20. KYC Policy of Rainbet

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.

To help us better understand your situation, could you please confirm the following:

• The exact date your account was locked
• Which documents you were asked to provide for the "Level 3 verification," and the exact date/time you submitted the last document
• Whether you received any notifications from the casino requesting document submission within the 72-hour timeframe

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

Best regards

Petra

Hi CG, please see answers below to your questions....the casino chat support are being extremely unhelpful with providing information to me.

The exact date your account was locked - 03/12/2025.

Which documents you were asked to provide for the "Level 3 verification," and the exact date/time you submitted the last document - Level 3 verification is apparently proof of address, I was unaware I needed to send this, as I had previously sent photo ID and thought that was sufficient (rainbet will not confirm when this was sent), when asked why they did not process the withdrawal, they said I had not sent level 3 within 72 hours and locked the account, I was bemused as this was the first time I heard they needed this on chat.

Whether you received any notifications from the casino requesting document submission within the 72-hour timeframe - I was not even alerted to send the level 3 verification, let alone that they needed it within 72 hours

Dear birgitta146,

Thank you for your reply and for providing the details so far.

• Have you ever made a withdrawal at this casino? If so, were there any issues with it in the past?
• Have you previously tried to communicate with the casino regarding this matter? If yes, what response did you receive?

Could you please provide any additional communication you have had with the casino? This may include screenshots, emails, or chat transcripts. You may send all relevant documents to petra.h@casino.guru or upload the screenshots directly to the complaint thread.

Thank you again for your cooperation. Your input will help us better understand the situation and proceed accordingly.

No this is my first withdrawal.

Where my account is locked they do not talk to me on chat, they simply close it down, I emailed them on Jan 15th the below, there was no response to this email ;

Background

I am the holder of a Rainbet Casino account which, prior to being locked by you, held a balance of €12,596 in legitimate winnings. My account was subsequently restricted and the balance confiscated on the basis that I did not complete what you describe as "Level 3 verification" within an alleged 72-hour timeframe.

This action is unlawful, unreasonable, and wholly disproportionate.

Unfair and Unenforceable Terms

You rely on clause 20.1 of your Terms and Conditions, which states that Rainbet may confiscate funds if identity verification is not completed within 72 hours. I dispute both the fairness and enforceability of this clause for the following reasons:

No Clear or Adequate Notice

At no point during the verification process, nor on the verification page itself, was I clearly informed that failure to submit documents within 72 hours would result in confiscation of my entire balance.

Unreasonable and Impractical Timeframe

A 72-hour deadline to obtain proof of address documentation (such as utility bills or official correspondence) is plainly unreasonable. Such documents are often issued by third parties and cannot be guaranteed within this timeframe.

Disproportionate Penalty

Confiscating €12,596 in legitimate winnings for an alleged administrative failure is a punitive measure that bears no reasonable relation to any purported breach.

Unfair, Biased, and One-Sided Term

A term that allows you to retain customer funds solely due to an arbitrarily short verification deadline creates a significant imbalance between the parties and is therefore unfair and unenforceable.

Failure to Complete Verification Review

Your own terms state that verification may take up to 7 business days to be analysed, which contradicts and undermines any alleged 72-hour submission requirement.

Unlawful Retention of Funds

Your actions amount to the unlawful retention of customer funds. The money in question represents legitimate winnings and remains my legal property. Locking my account and confiscating the balance without clear notice, reasonable opportunity to comply, or proportional justification constitutes an unlawful deprivation of funds.

Required Remedy

I hereby demand that you:

Immediately reinstate my account or release the full balance of €12,596, and

Confirm in writing that no confiscation will take place and that the funds will be made available for withdrawal without further obstruction.

I will escalate the matter to the relevant gaming regulators and licensing authorities;

Dear birgitta146

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear birgitta146,

I regret to learn that your account has been blocked. Please rest assured that I will reach out to the casino promptly to address this matter. Additionally, I would like to invite a representative from RainBet Casino to join this discussion to assist in resolving your complaint.

Dear RainBet Casino,

Could you please clarify the reasons behind the player's account blockage? Furthermore, I would appreciate it if you could provide any supporting evidence. You may include your statement and relevant documentation here, or alternatively, you can send them to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation in this matter.

Kind regards,

Jana

Hey,

The user was found to be abusing the first deposit bonus by having multiple accounts. During our review, we identified another account linked to the birgitta146 account. The other account also had used the deposit bonus promotion.

The user was requested to complete KYC within 72 hours, as required under our Terms (Section 20.1). The KYC was requested on 29th August. Failure to do so allows us to restrict access to services, withdrawals, and funds. KYC was only completed on 3rd of December, 3 months after requested.

Our investigation also confirmed promotional abuse involving multiple accounts under the same IP, which is a clear violation of our anti-abuse policy (Section 9.7).

Proof of IP Matching:

As per our Terms, Rainbet reserves the right to confiscate any funds associated with such activity.

Our decision regarding this case is final.

Best Regards,

Rainbet Team

After careful consideration of the reasons outlined, we must regrettably decline this complaint. We appreciate your understanding in this matter. I truly apologize that we were unable to provide the assistance you needed in this instance, as our primary objective is to support players in resolving their concerns whenever possible.

Should you encounter any other issues, whether related to this situation or any other casino in the future, please feel free to reach out to us again. Our team is always here and ready to assist you with any questions, concerns, or new matters that require our attention.

We’ve reopened this complaint at the request of birgitta146. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I have asked the casino to divulge more info in my email to the CEO relating to IP links being supported soley by a cropped image showing two IP addresses that match ;

Hello Mr Evans

I would like to request a SAR in regards to my account and the supposed links to username VADIMS845771.

I can categorically confirm, that NOBODY has used my home computer, and I believe this IP match must be some kind of mistake.

This is the first I have heard of an IP match since registering my account, and the crux of this complaint has already been around the failure to send you a proof of address document within 72 hours.

Why was this IP match not brought up before ?

I do not believe this is accurate, can you believe divulge further information regarding this IP match as this is deeply concerning for me also.

I take it you have taken on board the below ;

Reasons IPs can match without wrongdoing:

shared or dynamic IPs (very common with ISPs)

mobile networks

public Wi-Fi

VPNs or carrier-grade NAT

workplace or apartment buildings

So it is very plausible that someone within my workplace/apartment could have accessed the site ?

This is what I am now asking from you

1. Demanding full evidence

the specific rule I allegedly breached (quote the clause)

all evidence relied upon (not just a cropped screenshot)

clarification of how IP alone proves common control

confirmation of whether device fingerprinting, KYC overlap, or payment method overlap exists 

In short "An IP match alone does not demonstrate shared control or bonus abuse. Please explain the basis on which you conclude otherwise."

Please revert ASAP

I sent this 6 days ago, and I am yet to be furnished with a response.

Could you please reach out to the casino.

Thanks guys what now ?

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.

Thank you for your understanding regarding the decision to reject this complaint. I sincerely apologize that we could not assist you more effectively in this particular situation; our goal is always to help players with their concerns to the best of our abilities.

Please feel free to reach out to us again if you encounter any issues with this or any other casino in the future. Whether you have a question, a concern, or a new matter that requires our attention, our team is here to provide you with the support you need.