RioAce Casino - Player’s withdrawal has been delayed.

The casino in question does not want to pay my withdrawal. My account has been approved and the necessary additional documents have been sent by email. But then the hassle started, the document had to be a screenshot first and then it changed to a pdf…. I don’t even know exactly why they don’t accept the document anymore, when I don’t get a direct answer. The chat is completely inferior and of no use. I just can’t stand fighting with these guys anymore.. I really need help

Dear bbxvzddtbt,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear bbxvzddtbt, do I understand correctly that your withdrawal is still pending, but the casino requires further verification before they will process it?

Can you specify exactly which document they are asking for now, and what changes they requested (e.g., from screenshot to PDF)?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Edit: after many days of long and exhausting struggle my first withdrawal has been approved. And suddenly the documents I sent were a mess, at first they didn't work at all. It's clear that I will close my account as soon as I get everything withdrawn.

Dear bbxvzddtbt, may I ask how much money you have received so far?

Do you currently have any pending withdrawals?

What is the current status of your account verification – has it been fully completed now?

Dear bbxvzddtbt,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.