RainBet Casino - Igrački nalog je zatvoren bez prethodne najave.

I created my account in September 2025 and have enjoyed a lot playing here. I have been playing active for this six months. I have deposit some, almost 3000 euros and made one minor withdrawal. I have never been asked for any KYC besides verifying my email, and deposits and the one withdraw has been smooth and fast.

Lately, I think this casino has gotten a bit worse, so I wanted to withdraw my balance, now over 3000 euros. Then I noticed a message in their support chat asking me to do "level 4"-verification. I did it all. Verified ID, address, even sent a pay slip to prove source of funds.

That was fine.

When I had finished, and asked them if they needed more, then they told me on chat – out of nowhere – that my account has been closed.

Why?

Because the message in the support chat was sent over one month ago and asked me to do verification in "72 hours".

The only problem is that I had no way of knowing. They didn’t send me any email. No text message.

It was only in this chat, which you actively have to look up yourself on a remote part of their site. I never go into chat when I enter Rainbet. Why would I?

I just start to play. Like any normal player do. They don’t start searching all the site to see if there are any secret messages lying around.

So it is crazy that they close my account because they sent me a secret message with a 72 hour deadline without notifying me in any way appropriate.

I could of course verified earlier. I have fully verified now. I just did not know what they wanted. No normal person could have known.

And for this reason they want to keep my 3000 euros?

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 Lassehath,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Has the casino indicated that there might be a problem with approving specific documents?
• Did you accumulate your winnings with or without an active bonus?

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

Thank you very much in advance for your reply.

Best regards,

Attila

I have never taken any bonuses om this site, so no.

Verification was almost unproblematic. I have two surnames by marriage, and had to explain why only one was on the ID but that was quick work in the chat and was solved.

I have played a bit of much, totalling several tenthousands of euros.

Dear Lassehath,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Thank you and sorry for late reply (holiday).

Unfortunately, I cannot access my chat now without my account. I discovered it during the insite chat before I was logged out. But they're free to dispute any detail that may like.

Dear Player, thank you for your response. Have tried contacting the casino through email regarding this matter? Furthermore, has the casino communicated their decision to close your account via email as well? If so, could you kindly forward that message to my email address? Thank you in advance for your cooperation.

Dear Lassehath,

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.

Yes, I have. Now they just ignore me. I sent to even though they promise their complaint and compliance department latest. Even though they promise they will respond in two days. Now it's been a couple of weeks and still nothing.

Dear Lassehath,

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, Romi (romana.r@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,

Attila

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RainBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RainBet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hey,

Our investigation found that the user was operating multiple accounts in order to bypass sportsbook limits and take advantage of internal promotions offered to our players.

Best Regards,

Rainbet Team.

Thank you, RainBet Casino, for the information provided.

Dear user,

As sports betting is unfortunately out of our scope of investigation because we have no relevant department to do so, we have to reject this complaint.

If you need our help in the future regarding any issues with casino games only, please don't hesitate to contact us.

Respectfully,

Romi