Rainbow Spins Casino - Povlačenje igrača je odbijeno, a račun blokiran.

Good morning I opened an account with this casino play d and deposit everything was going fine then I won a big amount kept playing then I deposit more then won more so I tried to take the winning out so I did everything they asked my photo I'd utility bill bank statement then the bank card I used which was my wife's Nicola Wallis they then asked for her details birth certificate marriage certificate I sent these all in to them via email and each time they just kept asking for selfie of us holding the certificates strange so I followed the online complaint and then they said it was because I us d my wife's card which I did t know would be a probl as they let me credit my account with the same back card lots of time then this morning when I went to check they have put the money back into my casino account j tried again to withdraw but now it's saying the account is locked. I feel totally robbed if am honest I've provided every thing they have asked and still nothing I really hope u can help in some way

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.rainbowspins.com/terms-and-conditions:

„You may add up to 3 payment cards to your account.

All cards and payment methods must be owned and/or in the same name of the person registered on the Rainbow Spins account."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method? Does your wife have an account in the same casino too?

Looking forward to hearing from you.

Best regards,

Petronela 

No she's not got an account on there it's only me how can I prove it any more I've sent her bank card birth certificate and marriage certificate too what more can I send she do any have photo I'd

Would you be able to prove that you are a legitimate owner of the payment method? Is your name displayed on the Bank Account agreement?

No it's only the wife's card it's not a joint one or anything but to be honest why have they let me use it time and time again if this is how hard it is to get my winnings my wife has everything to prove its hers but what more proof can I give them or am I just better putting it down to a loss thanks for getting back to me

Dear Mark,

Technically is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. As I mentioned earlier, some exceptions might be allowed by casinos when depositing funds from a joint card but even this option should be communicated beforehand.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.