What Happened
A player from Canada says Rainbet held a withdrawal of about C$21,000 in casino winnings pending extra KYC: a bank statement and a video of their banking app, at first to be uploaded to a public video site. They sent both with the account number, balance and unrelated transactions blacked out, and say support refused them with shifting reasons and never said what information did not match. The mediator sided with the casino on the redactions.
How It Developed
- 2026-09-25Complaint opened; the player was willing to show more if told exactly why.
- 2026-09-28The mediator asked what had been hidden and whether a private upload route existed; the player said the account number and balance were covered, and that email had since been offered.
- 2026-10-05The mediator told the player to send the casino the original, unedited PDF statement by email, explaining that the account number is what lets the casino match the payment account, and that doing so does not expose any login details.
- 2026-10-12Seven more days were added.
- 2026-10-19The complaint was closed because the player stopped responding. It can be reopened.
Abandoned
The player went quiet after being told to submit an unredacted statement; whether the C$21,000 was paid is unknown.
What Helped
The clearest lesson is the mediator's: a redacted bank statement does not pass, and Casino.guru will not push a casino until the original has been sent through a private channel. Ask for a secure route, then send the full document.