This page explains how to complain about Rainbet — our content, our conduct or our handling of your data — and, separately, how to escalate a complaint about a casino operator. The two routes are different and it matters which one you need.
Complaints About This Site
We handle complaints about factual errors, editorial conduct, advertising disclosure, accessibility and data handling.
| Stage | What happens | Timescale |
|---|---|---|
| 1. Submit | Send details via the contact page | — |
| 2. Acknowledge | We confirm receipt and give a reference | 2 working days |
| 3. Investigate | We review the claim and any evidence | 10 working days |
| 4. Respond | Written outcome with reasoning | Within 15 working days |
| 5. Review | Escalation to a second reviewer if you disagree | 10 further working days |
Include the page URL, what you believe is wrong, and any supporting source. Factual corrections are usually faster than this — most are fixed the same week.
Complaints About a Casino Operator
We cannot resolve these. Rainbet does not operate a casino, hold player funds or have access to any account. A complaint sent here about a withheld withdrawal will not reach anyone who can act on it, and the delay will not help you.
The correct escalation path:
- The operator's own support. Open a ticket, keep it in writing, and keep the reference. Verbal live-chat assurances are difficult to rely on later.
- The operator's complaints department. Most licences require a formal internal complaints process with a defined timescale, usually eight weeks.
- The licensing authority. If the internal process fails or the deadline passes, escalate to the regulator named in the site's footer. Quote the licence number.
- An ADR body, if the licence provides one. Malta and UK licences do. Most offshore licences do not.
- Public documentation. Casino complaint forums and mediation services carry weight with operators that care about reputation.
Offshore licences — Anjouan, Curaçao — offer limited recourse compared with Malta or the UK. Escalation exists but outcomes are less reliable. This is the trade-off discussed on the licence page, and it is worth understanding before depositing rather than after a dispute.
Preparing a Complaint That Works
- Keep screenshots of the bonus terms as they appeared when you claimed, not as they appear now.
- Keep transaction IDs for every deposit and withdrawal.
- Keep chat transcripts; export them before they age out.
- Note dates and times of each contact.
- State clearly what outcome you are seeking.
Operators respond better to a dated, evidenced, specific complaint than to a general grievance. This is true of every dispute process, and particularly true where the regulator is light-touch.
What We Do With Operator Complaints
We cannot mediate, but we do log them. If an operator shows a pattern of withheld payouts that we can corroborate, that affects what we publish about them. Send details through the contact page marked as information rather than as a request for action.
Our Commitments
We will acknowledge every complaint, investigate it properly, respond in writing with reasoning, correct confirmed errors on the page itself, and not retaliate against anyone who complains.