RioAce Casino - Player’s account has been closed unexpectedly.

My account was suddenly closed while I was going through the identity verification process at the casino.

I haven't made a deposit yet, but I received an email from the casino explaining the reason.

No clear reason was given for the account closure.

I think this account closure is unfair.

File a claim.

Hello miki0610,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RioAce Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account during process.

Looking forward to your answer.

Regards,

Nick

Thanks for reply.

・Identity verification takes about a week

- Driver's license and selfies accepted

・My government-issued address verification document was not accepted.

1) My address and name are written in kanji on the address verification document, but I wrote my address in roman letters when registering, so was it not accepted?

② Due to marriage, the surname on the front of the driver's license will be the previous one, and the surname change will be noted on the back.

I obtained the address verification document after changing my last name.

・A few days ago, I received an email from the casino stating that the site would be closed due to violation of clause 7.3 of their terms of use.

Since I hadn't even played or done anything yet, when they tried to verify my identity, they unilaterally closed my account, not knowing if it was because I couldn't read kanji or because my last name had changed.

Hello miki0610,

Basically, if you had no real money balance on your casino account, they can block your account without any specific reason given.

I would simply advise to join a different casino. You can try to browse some of our most recommended: https://casino.guru/top-online-casinos

Unfortunately, due your account being empty, the casino has no reason to explain anything as it is their right to block any player.

We will be now closing the complaint.

Best regards,

Nick