RioAce Casino - Player’s account closure request is ignored.

Good morning, I've been asking them to close my account at RIOACE CASINO tirelessly and they won't close it... I've asked 500 times and they keep sending me to an email from a VIP manager who works limited hours and only on working days. I have my rights, and if I'm asking it's because I need them to close my account!

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Dear Miidelgado,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

To better assist you and clarify the situation, could you please provide us with the following information?

• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards

Petra

Dear Miidelgado,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It's already been solved

We'd like to inform everyone following this case that the issue was resolved.

Dear Miidelgado,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petra