RainBet Casino - La cuenta del jugador ha sido cerrada debido a problemas de verificación.

I opened my Rainbet account around August 2025. At first, I placed a few bets , played some roulette live and made maybe two or three withdrawals; at that time, the bookmaker didn’t require any verification from me. Then I didn’t use the account for a few months. I started using it again around May 15 of this year. I placed a few bets, and my account balance was 108 euros. I requested a withdrawal and was asked to verify my account. After completing it, I received a notification that the verification was successful. A few minutes later, 108 euros disappeared from my account, and when I asked in the chat, I was told that my verification was deemed fraudulent. I’ll be honest—I was really surprised. I have no idea on what basis the bookmaker wrote such a thing. There was absolutely no violation of their terms and conditions. I sent my ID and my bank statement, which is probably obvious. To me, it’s absurd that the bookmaker is blocking accounts and stealing money based on something that’s nonsense. I’ve emailed them but haven’t received a response. Please help me get my money back. 

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which bets you placed on 15 May, when you started using your RainBet Casino account again?
• Which documents did you submit to the casino for the verification of your account?
• Please forward the message you received from customer support regarding the confiscation of your winnings to veronika.f@casino.guru. Alternatively, you may also upload screenshots directly to this complaint thread.

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

Best regards

Veronika

I can no longer see my May betting history in my account; it has been canceled. But it was just a few soccer bets—mostly on major leagues—with stakes around 30 euros each. For verification, I sent them my passport and a cable TV bill. I sent all the documentation to the email address mentioned. 

Thank you for your email. Please forward me the documents that you sent to the casino for the KYC process as well. I appreciate your cooperation.

I don't really understand why I should send them. These are my private documents containing my personal information—is this really necessary? 

Hello starasolin,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response and for your patience while I was away from the office.

Please note that, before we can proceed with the investigation, we need to review the documents you submitted to the casino during the verification process, as the casino has accused you of KYC fraud.

I understand that these documents contain sensitive personal information, and I would like to assure you that they will be treated with the utmost discretion and used solely for the purpose of investigating your complaint.

Thank you for your understanding and cooperation.

Rain Bet allowed me to go through the verification process again, which I naturally passed. But they claim there have been no financial transactions on my account since August 2025. They’ve deleted the entire betting history from May this year, and the entire deposit history from May this year. They’ve simply stolen 108 euros from my account and acted as if the whole thing never happened. This is the first time I’ve come across anything like this. Of course, they’re not replying to my emails. I know it’s only 108, but in other cases it could be much more. This is an unacceptable practice for such a reputable bookmaker.  

Thank you for the update. You mentioned that your betting history and deposit history from May 2026 have disappeared from your account. Do you have any evidence that these transactions took place? For example, screenshots of your betting history, deposit confirmations, bank statements showing the deposits, or any emails confirming your deposits or bets?

At this stage, we only have your statement that you deposited funds and placed bets in May 2026. Therefore, we kindly ask you to provide any available evidence supporting these claims so that we can proceed with the investigation.

I don’t have any such evidence; I didn’t even think I should have collected it. Anyway, my Rainbet account has already been blocked and I can’t even log in. Rainbet claims there were no funds in my account. But please take a look at my most recent chat conversation with them. The lady on chat claims that my funds have been witheld. Since my money has been witheld, it stands to reason that the account couldn’t have been empty. I know this isn’t an easy matter, but I can’t see any reason why I would lie about such a small sum. 

Dear starasolin,

Thank you for your cooperation throughout this complaint process.

I understand why this situation is frustrating, especially if your account history is no longer accessible. Unfortunately, since there are no available deposit confirmations, betting history, bank statements showing the deposits, or other records confirming that the disputed balance existed, we are unable to establish the facts independently or challenge the casino's position.

We also requested the documents you submitted during the KYC process, as the casino initially alleged verification fraud. As these documents were not provided to us, we were unable to assess that aspect of the case either.

Regrettably, without supporting evidence, we do not have grounds to continue pursuing this complaint on your behalf. For this reason, I am forced to reject your complaint.

I understand this is not the outcome you were hoping for, and I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Veronika