RainBet Casino - Kazino je zatvorio igračev račun.

I want to make a complaint against Rain Bet Casino.

I won 4,389 EUR on this casino.

I completed all 4 levels of verification, and my verification was approved.

After this, I made a withdrawal request.

Later, I was told by live chat that:

"Your account has been permanently blocked due to repeated promotion abuse. This decision is final."

This is not true.

I have only one account with Rain Bet.

I only used the welcome bonus, which is offered to all new customers.

I did not abuse any promotions.

After winning and requesting my withdrawal, my account was blocked and my money was not paid.

I also requested my general casino data, but Rain Bet ignored this request and did not reply.

I believe the casino is unfairly blocking my account to avoid paying my winnings.

I ask Casino Guru to please help me get my 4,389 EUR or receive a clear and fair explanation with proof.

Thank you for your help.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RainBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

Answers to your questions:

Could you please advise how long you were a player at the casino and when exactly your account was blocked? I signed up on September 11 2025. I found out my account was closed on November 17 2025, while speaking to chat regarding my casino data information. 

How did you learn about your account being blocked? While speaking to chat. 

What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)

I played slots, Big Bass Amazon Xtreme 6 and Burning Reels.

Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Emailed to you. 

Your time is appreciated.

Dear castleguy,

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, Igor (igor.p@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,

Tomas

Dear castleguy,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the RainBet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a RainBet Casino representative to join this conversation and participate in resolving this complaint.

Dear RainBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hey,

The user was found to be abusing the first deposit bonus by having multiple accounts. During our review, we identified several additional accounts linked to the Castleguy account.

The user was requested to complete KYC within 72 hours, as required under our Terms (Section 20.1). Failure to do so allows us to restrict access to services, withdrawals, and funds. KYC was only completed 7 days 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).

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

Dear castleguy,

The casino has provided a screenshot with additional explanation as to why your account was blocked and why they consider you a bonus abuser.

Would you like to comment on this?

Is there anything you would like to add or clarify?

Feel free to share any relevant information.

To all, 

I am no expert on this, but have just done some basic research and matching IP addresses are common in Ireland, and it is normal for many customers to share the same IP with Carrier-Grade NAT, especially if they are sharing the same mobile network, which is absolutely possible. This is normal ISP behavior and not abuse in any way. I can assure you that I am not in any sort of deal with anybody else, I do not know who those other 2 players are and have no connection to them.

I am sure that as a casino you are aware of IP sharing but you still use this as an excuse to not pay out. Its not fair legally and it does not prove bonus abuse. 

Dear RainBet Casino,

I would like to ask: if there had been no promotion abuse and the only issue was the KYC process taking longer than 72 hours, would the account still have been blocked and the winnings withheld?

Imagine your house has a street address so the mailman knows where to deliver letters. Now imagine there aren't enough street addresses for every house in town. So instead, a whole apartment building shares one street address, and there's a person at the front desk who looks at the name on each letter and delivers it to the right apartment inside.

CGNAT works the same way but for the internet. There aren't enough "internet addresses" (IP addresses) for every person to have their own. So your internet provider gives one address to a big group of customers, and then sorts out the traffic behind the scenes to make sure everything gets to the right person.

Hello Igor,

The account shown in the previous screenshot had previously used deposit promotional bonuses. The user was flagged for abusing the first deposit bonus offer.

Dear RainBet Casino,

So, the account was blocked solely due to promotion abuse and not because the KYC process was not completed within 72 hours.

Is it correct?

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.

Hey,

The account was blocked for the abuse of the promotional first deposit offer.

Dear RainBet Casino,

Unfortunately, we do not consider matching IP addresses alone to be solid evidence.

May I ask you to provide additional evidence regarding this case, such as virtual fingerprints or similar technical data?

Hey Igor,

Casino Guru does not consider IP addresses to be solid evidence; however, as stated in our Terms & Conditions, Rainbet does.

Additionally, the user violated our KYC policy by failing to complete verification within the required 72 hours, only submitting KYC after two and a half months. This alone gives us full right to block the user’s account.

Therefore, our decision regarding this case is final.

Dear castleguy,

As I have previously indicated, we do not regard the matching of IP addresses alone as conclusive evidence.

I have sought additional information regarding your case. Regrettably, the casino has declined to cooperate and has made it clear that their decision is final. Consequently, I must close this complaint as unresolved.

Without cooperation from their side, there is little that can be achieved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor