RESOLVED: RainBet Casino - Account Issue

My account (username: ************) was restricted on 3 December 2025 and my full balance of €12,596 confiscated when I attempted my first withdrawal. The casino first justified this by saying I failed to complete "Level 3 verification" (proof of address) within 72 hours. I was never notified this document was required, that a 72-hour deadline applied, or that missing it would mean confiscation of my balance. I had submitted photo ID and believed I was fully verified. When I learned proof of address was needed, I submitted it and it was accepted — yet the funds are still withheld. The casino's own terms state verification may take up to 7 business days to analyse, contradicting a 72-hour submission deadline. Only after I escalated to a mediation site did the casino change its justification: it now alleges my account is linked to a different username (VADIMS845771), which apparently claimed the welcome bonus in August 2025, and that this constitutes multi-account bonus abuse. Their sole evidence is a cropped screenshot showing one matching IP address. I do not know that account or its holder, and I did not create or control it. If another person on the same network claimed a welcome bonus in August, those are that person's actions, not mine. A matching IP does not establish common control: shared and dynamic ISP addresses, mobile carrier networks, carrier-grade NAT, public Wi-Fi, and shared workplace or apartment building connections routinely give unrelated users identical IPs. The casino has refused to say whether any device fingerprint, payment method, or identity overlap exists between the accounts — which is the evidence that would actually distinguish one person with two accounts from two people on one network. I have asked repeatedly for this evidence and for the specific term I allegedly breached. My email of 15 January 2026 and my email to the CEO went unanswered; live chat closes the conversation when I raise it. I have now filed a formal complaint under Rainbet's own Complaints Policy and a GDPR Article 15 Subject Access Request. Resolution sought: release of my full balance of €12,596, or full disclosure of the complete evidence — full IP logs, device data, payment/identity overlap — so the allegation can be properly answered.

Disputed amount: 13000€

Casino: RainBet Casino

Case #: 4482

Hello Danielle Murphy, 

Welcome to LCB, and thank you for sharing your experience with our members.

Please be advised that, as per the casino's KYC Policy: 

20.1. Rainbet.com reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User. Rainbet.com retains the right to restrict the service, payments, withdrawals, and access to funds if the identity verification is not completed within 72 hours. The verification process may take up to 7 business days to be analyzed. Failure or denial to pass the identity check will result in confiscation of funds. 

This means that even though the review of the documents and verification process can take up to 7 business days, the submission of the documents must be completed within 72 hours. Additionally, please bear in mind the following Terms & Conditions sections: 

3.4. You may not use a VPN, proxy or similar services or devices that mask or manipulate the identification of your real location.
5.4. You are only allowed to register one account with the Service. Accounts are subject to immediate closure if it is found that you have multiple accounts registered with us.
9.7. Accounts detected as sharing the same IP address may be classified as abusive, and Rainbet reserves the right, at its sole discretion, to confiscate any funds associated with such accounts.

Casinos commonly use IP addresses as one of several security indicators when investigating potential duplicate accounts or breaches of their Terms and Conditions. This is a standard practice across the online gambling industry, as an IP address can help identify accounts that may have been accessed from the same internet connection or location.

This approach is considered a legitimate fraud prevention measure, as it helps casinos enforce their "one account per player/household" policies, prevent bonus abuse, and protect the integrity of their platform.

That being said, we will reach out to the casino in order to get more details regarding your case and will get back to you as soon as we have more information to share. 

Hello Danielle Murphy, 

We are still awaiting a response from the casino representative and have sent a follow-up request.

Have you had any updates on your side in the meantime? 

Thank you for your patience and cooperation.

Hello Danielle Murphy, 

Can you please let us know if you have had any updates on your side in the meantime? 

Please note that we have followed up with the casino and requested additional details that support this decision. 

We appreciate your patience. 

Hello Danielle Murphy, 

Please note that we have received a reply from the casino representative supported by proof of duplicate accounts. 

Unfortunately, there’s nothing more we can do from our side, as the casino is acting in line with its stated terms. We’ll mark case #4482 as RESOLVED based on the available information.

We recommend carefully checking the rules in the future to avoid similar issues. If you have any further questions or concerns, feel free to reach out.