RioAce Casino - Player’s winnings have been confiscated.

They confiscated 79k NOK from my account. I was treated good and I even got a VIP manager spamming me promotions. Suddenly when I won it became a problem to them.

I need help to settle this or I will have to make a complaint to Curacao Gaming Authority.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?
• Do you currently have access to your casino account?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

I am gambling on everything

Were your winnings accumulated while a bonus was active, or without an active bonus?

I did not use any bonuses. They only sent me bonuses with crazy wager requirements, so all my bets where "raw"

Do you currently have access to your casino account?

Yes, but they are holding back my money and refuse to reply to me about this. They ignore me when asking about how to file a complaint aswell.

Thank you very much for your reply, Ynwa1892. Have you received any explanation from the casino regarding this situation? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

They have accused me for breaking their terms. This is something they probably do to winning players to avoid payments. I have been gambling like this for many years.

RioAce gave me VIP when I kept losing, but as soon as I won they confiscated my money. They are nothing more than a scam company. I hope Casino Guru will help me warn other players.

Did the casino share the specific term they believe you breached? Please forward all relevant communication to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear Ynwa1892,

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.

They are just sending random terms and try to get away from paying it. Why did they not say anything when I lost money? I have been playing exactly the same way since I made my account.

Hello Ynwa1892,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ynwa1892,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Ynwa1892,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite RioAce Casino to join the conversation.

Dear RioAce Casino,

I would appreciate details, including any supporting documentation, concerning the player's conduct that led to your decision to close the player's account and confiscate the funds. If this information cannot be shared publicly, kindly send it to me directly at michal.k@casino.guru for an independent review.

Dear Michal,

We have sent the requested information to your email. Please kindly check and let us know if any further details are required.

Kind regards,

Rioace Casino Team

Thank you for the information and evidence provided, RioAce Casino Team.

Dear Ynwa1892,

After receiving and reviewing the information and evidence from the casino team, it came to light that the issue pertains to your sports betting activities.

Among other points, the casino team highlighted the following:

The player in question has been directly flagged by our sportsbook platform provider, as they were identified as placing value bets or engaging in betting practices that confer an unfair advantage.

As mentioned in the casino's terms and conditions, to which you agreed when you registered your account:

9.3. Fraudulent activity

Once we noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are entitled to block user’s Account with forfeiting of all Account balances without prior notification. In such cases, we reserve the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or take legal action against such user.

9.4. It is forbidden to engage in any Arbitrage Betting and Value Betting activities.

9.5. In the event of Arbitrage Betting and Value Betting player activity, RioAce is entitled to void all bets, withhold and forfeit all money in the player’s account, and terminate the player’s account.

Since we don't have enough insight into this field of online gambling, we would not be able to provide you with accurate advice or provide a clear, well-founded verdict on whether the casino team really acted appropriately, although all indications are that they have.

If you still believe you have not violated the casino rules, I suggest that you consider submitting your complaint to a platform that specialises in sports betting disputes or directly to the regulatory authority that oversees the casino.

Please be aware that our Casino Guru complaint forum is specifically dedicated to issues related to online casinos and their casino games.

I'm sorry we could not be of more help on this occasion.

Should you face any casino-related issues or concerns regarding casino games in the future, please do not hesitate to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru