Rainbow Spins Casino - La jugadora está luchando por retirar sus ganancias debido a la verificación en curso.

I have put in for several withdrawels now totaling over 1500.00 I have tried emailing and messaging but have had only the same reply send more id which I have done on several occasions now they keep reverving pat of my withdrawels back into my game credit I don't want this I want what I have legally won to be paid into my account they are very quick to tske your deposit but won't pay out withdrawels

Dear Susan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise precisely how many days ago you have requested your withdrawal and started the verification process? Have you been advised what exactly seems to be a problem in verifying your account?

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

Best regards,

Petronela 

Dear Susan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.