RioAce Casino - Player’s account has been closed after disclosing gambling addiction.

Hello,

I would like to submit a complaint regarding RioAce Casino (operated by Altacore N.V.).

On i believe it was mid september, I informed RioAce’s live chat support that I have a gambling addiction. Despite this, they allowed me to continue depositing and playing for quite some time. I deposited several times afterward. When I mentioned my gambling problem again recently, and also questioned the overcharges, the casino immediately blocked my account and has since refused to respond or provide my chat history (which contains my original disclosure).

I believe this is a clear failure of their responsible gambling obligations, as they should have acted the first time I mentioned my addiction — not after many more deposits.

I have already contacted the Curaçao eGaming Authority, but I would appreciate Casino.Guru’s help in mediating this matter, as the casino has stopped replying to me. I have been sending them emails for a while now and i go to the support chat and they just tell me to contact them via email. Please help me out i am losing my mind over this

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Dear ikerb,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RioAce Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you sent an email with your self exclusion request to the casino?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

I just sent you the email regarding this matter 🙂

Will you respond to me soon? i really want to try and resolve this issue...

Dear ikerb,

thank you for your reply and email.

To proceed with your complaint, could you please provide your initial self-exclusion documentation, including the precise date of self-exclusion?

Additionally, could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I just told you already, i am trying to get my hands on when i mentioned to them about my gambling addiction but they are refusing to give it to me that is why i am looking to you to help me get that

So if you can help me reach out to them and they give me all of my chat history then you can see for yourself.

Thank you very much, ikerb, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Right... is this case really complicated or something? it's been 2 weeks and nothing has really happened

Dear ikerb,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from RioAce Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear RioAce Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remains open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

There have been no more updates on my end, not a single response to my emails at all.

Dear Kubo,

Based on the results of the final internal investigation, the following has been established:

We confirm that up to October 13, 2025, no requests related to gambling addiction had been received from the user ikerb to the email addresses of the support service or the VIP department.

We would like to note that the closure of accounts at the player’s request is carried out exclusively after receiving an official letter from the user. During this period, the player first reported his gambling difficulties in personal correspondence with a VIP manager. After receiving this message, the necessary measures were immediately taken on our side, and the account was closed in full accordance with the terms of the Responsible Gaming Policy. The account status remains unchanged to this day.

We would like to emphasize that we always treat the emotional state of our players with great care and are aware of the possible vulnerability that gambling may cause.

We assure you that no negligence was allowed on the part of our team in relation to user ikerb, and the account was closed immediately after the player personally indicated problems with self-control.

We are always open to dialogue and ready to provide additional details and supporting materials on this matter if necessary.

Thank you for your understanding and cooperation.

Sincerely,

The RioAce Casino Team

I made my account before 13th of october and i was chatting with support staff before then as well. And i did express a gambling addiction in the chat which there should be proof of. And also very interesting that you decide to respond here after i have been nothing but ignored for weeks now on giving me the transcript for the chats i had on the website.

It even says so in your Terms and Conditions that to close my acount i need to contact the website customer support which i did and i did tell him it was due to a gambling addiction but i was not heard back then and was only heard when i mentioned it a second time 🙂

Your investigation states that I did not disclose gambling addiction before October 13 via email.

However, my first disclosure was made in live-chat support prior to that date, where I explicitly told your agent that I am a gambling addict and asked for help.

Please provide:

The full live-chat transcript from when my account was made

The name/ID of the support agent who handled my message,

Confirmation of the exact time of my first responsible-gaming disclosure.

Since your Terms & Conditions do not state that addiction disclosures must be made via email only, and Curaçao responsible-gaming policy requires all staff to act immediately on such disclosures, the chat interaction is critical to the investigation.

Thank you.

Dear ikerb,

We would like to clarify the situation once again based on the verified communication records.

In the live-chat conversation on 22 September, you wrote only a single word "Addiction" without any accompanying request to close your account, without context, and without any follow-up. A one-word message in chat cannot be processed as a responsible-gaming request. Such short and isolated statements are often emotional reactions, and for this reason industry standards require a clear, explicit confirmation sent in writing. This protects players and ensures that no action is taken unless the intention is unambiguous and verifiable.

The agent responded immediately, acknowledged your message, and asked you to send an email to support@rioace.com if you wished to proceed with a responsible-gaming closure. This step is mandatory, as it allows us to confirm the identity of the person making the request and to apply the block correctly. After that chat, we did not receive any email or written confirmation from you, so no responsible-gaming action could be taken at that time.

Later, when you clearly described gambling-related difficulties, your account was closed immediately and permanently. That was the first moment when we received a clear, explicit, and verifiable responsible-gaming request. All actions were taken in accordance with responsible-gaming rules and internal procedures.

Chat history can be provided to the Casino Guru team upon their request. For privacy and data-protection reasons, we cannot publish internal logs directly in the complaint thread.

Best regards,

Rioace Casino Team

Hello RioAce Support,

Thank you for your previous response.

After reviewing your Terms & Conditions and Responsible Gaming Policy, I would like to formally request the following:

1. Full transcript of the live-chat conversation from 22 September

This transcript is directly relevant to the timeline of my responsible-gaming disclosure.

As you confirmed, I sent the message "Addiction" in that chat.

Under your Terms, this constitutes informing customer support of gambling-related harm.

2. Clarification of your statement that only email is valid for a responsible-gaming request

Your Terms & Conditions state that I must "inform customer support" in case of addiction concerns.

They do not specify email-only contact, nor do they invalidate live chat as an official support channel.

Since the chat message occurred while logged into my account, my identity was already verified, and the message was received by your support agent. It therefore qualifies as valid communication with customer support.

3. Request for review of losses incurred after the 22 September chat

Once I communicated "Addiction" to your support agent, your team had a duty to:

ask clarifying questions

assess whether a responsible-gaming intervention was needed

take steps to protect me from further harm

not redirect me to a VIP manager

These steps were not taken.

The result was that I continued gambling even though I had already indicated a gambling problem.

4. Request for re-evaluation of the investigation

Your initial statement claimed no RG-related contact before October 13.

Your latest message now acknowledges I contacted live chat on September 22.

This discrepancy needs to be addressed.

I am requesting:

the chat transcript

a corrected timeline

a reassessment of whether your response on 22 September met your responsible gaming obligations

If the transcript cannot be provided directly to me, please provide it to Casino Guru as you stated.

Thank you,

Dear RioAce Casino,

Thank you for your clarification. As suggested, I would like to request the full chat history from September 22, as well as all subsequent correspondence in which the player explicitly mentioned gambling-related issues. Please send the requested files to my email address: jakub.m@casino.guru.

Thank you very much for your cooperation.

Dear Kubo,

Please be advised that the requested additional information has been sent to jakub.m@casino.guru.

If you have any further questions, we are always ready to cooperate.

Best regards,

Rioace Casino Team

I would like to add one more thing, can you send him the entire chat history since when i started? there may be something else before 22nd of september that can help out.

Dear RioAce Casino,

Thank you for providing the requested evidence.

Dear ikerb,

The casino has supplied us with the chat transcript from September 22, during which you mentioned the word "addiction." However, it is important to clarify that a valid self-exclusion request must be clear, explicit, and unambiguous. Unfortunately, a single word such as "addiction," without a direct request to self-exclude, does not constitute a formal request under standard Responsible Gambling procedures.

Despite this, it is evident that the customer support agent understood your concerns and advised you to submit a proper self-exclusion request via the designated support email, in line with the casino’s Terms & Conditions and Responsible Gambling policy. You did not follow up with the required request and instead continued playing.

Your email from October 13, where you explained your gambling issues more clearly, was taken into account by the casino. Based on that message, your account was closed according to the Self-Exclusion policy. In the same email, however, you also openly admitted to using a third-party payment method and requested refunds of these deposits.

Unfortunately, the use of a third-party payment method is considered a serious violation of the casino’s rules and is regarded as fraudulent behavior. For this reason, you are not eligible for a refund from our perspective.

Due to these reasons I must reject your complaint as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Additional help:

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to thousands of gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• BetBlocker Website

Please note: BetBlocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

If you are struggling with gambling addiction, reaching out to someone and seeking professional help can be a crucial step toward recovery.

Based on your location, here’s a list of Problem Gambling Help Centers near you: [Link]. These centers offer free or low-cost services, including counseling, 24/7 helplines, and practical advice to help manage gambling behavior. If you feel ready, reaching out to one of these organizations could make a significant difference.

Best Regards,

Kubo