RainBet Casino - Igrački nalog je zatvoren bez odgovora.

I am submitting this complaint due to Rainbet’s handling of my account closure and its failure to respond to a formal complaint submitted in line with its own Complaints Policy.

I registered an account with Rainbet and was able to deposit funds and gamble on the platform without any restriction or warning. Only after I attempted to verify my account was I informed that my location was considered a restricted jurisdiction, and my account was immediately closed.

Rainbet’s live chat support explicitly stated to me:

"We’ve closed your account due to accessing our site from a restricted area."

Following this, I submitted a formal complaint to Rainbet on 3 February as per the request of live chat, raising concerns about the acceptance of my deposits prior to enforcement of the restriction and the immediate closure of my account once the issue was raised.

Despite submitting my complaint through the appropriate channels, sending follow-ups, and escalating the matter, I have received no acknowledgement and no response.

Rainbet’s published Complaints Policy states that complaints will be acknowledged within 2 business days and that an initial response will be provided within 10 business days. As of 22 February, neither of these commitments has been met.

I am seeking Casino Guru’s assistance in obtaining a formal response from Rainbet and a review of the handling of my deposits prior to enforcement of the claimed jurisdiction.

Evidence I can provide:

Screenshot of live chat confirming account closure due to "restricted area"

Copy of Rainbet’s Complaints Policy

Copies of complaint emails and escalation attempts with dates

Summary of deposit amounts

I attempted to resolve this matter directly with Rainbet before seeking third-party assistance. The complete lack of acknowledgement or response has left me with no alternative

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Hello, Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue with RainBet Casino. However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize that we investigate further and help only those players whose funds (or winnings) have been confiscated due to being from a restricted country.

Could you please advise how much currently is your withdrawable balance?

Thank you very much in advance for your reply.

Best regards,

Attila

Thank you for responding.

can you please review this https://rainbet.com/complaints-policy

This is where all my frustration lies. It's very clear they respond/acknowledge a complaint within 2 days and respond within 10 business days.

my complaint was raised on Feb 3rd. I have contacted support numerous time to no response at all. Support were the ones to tell me to contact Compliance, as I registered my details and entered my country of origin the immediately closed my account. Which I respect if that's the case, no issues there. But no further explanation, the amount I spent there is enough to warrant an explanation.

reading on forums I can see this is a common issue and I want the to have some accountability.

again thank you kindly for your help.

Hello nb1784,

Thank you for your message.

I understand your concerns regarding Rainbet’s Complaints Policy and the lack of response. However, we do not have the means to intervene in or enforce a casino’s internal complaints procedures or response timeframes.

As mentioned earlier, we are only able to investigate restricted country cases if funds or winnings were withheld due to the account closure.

Could you please confirm once more whether there were any remaining funds in your account at the time of closure? If no funds were withheld, we will unfortunately have to reject this complaint as it falls outside our scope.

Thank you for your response.

Best regards,

Attila

Dear nb1784,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru