Rainbow Spins Casino - Hráč byl požádán o poskytnutí dokumentů pro dodatečné ověření.

hi i have had problems with rainbows spin before but it got resolved now i have just won £50 they are telling me they need ID of my address but they have all this i have sent tv licence and bank ID wth my address on but will not accept it but they did last time

Dear Lorraine,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. Each casino is unique and requires different documents from players at different times. It isn’t anything unusual, that the casino requires additional identity verification.

Do I understand correctly that you provided the required documents, but the casino rejected them?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Thank you for your reply, Lorraine. Do I understand correctly that you previously provided the same documents and they are now being rejected?

Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Dear Lorraine,

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

The player can reopen this complaint anytime.