RioAce Casino - Player’s withdrawal is delayed due to verification issues.

Hello guys! I tried do my withdrawal and they asked me again for verification ( i am already verified ) they have my ID documents , but they told me to send driver license or passport. I dont have anything from these 2 , and i think its not necessary to have these 2 to play at a casino anyway. Due to this they dont let me do the withdrawal. What can we do ???

Hello,

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.

• When have you completed account verification in the casino previously? Is your government ID valid?
• Is requesting a passport to be issued a valid solution for you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thanks for answering! I completed the verification about 5-6 months before. My ID documents are okay ( Greece Goverment accept them , how a casino from another country cant accept them ? ) . I have never travelled to another country , and i will not do it soon at least. I will not pay for passport for no reason .

I played slots and Evolution live games before trying my withdrawal. Abd i dont have any bonus .

Thanks for your reply.

I understand your concerns.

• Is there a chance your ID document is close to its expiry date?
• To better understand the situation, could you also share your exchange with the casino regarding the verification requirements? Send a chat transcript of the emails you exchanged with support regarding the issue.

Send the information to my email at tomas@casino.guru

Dear alexeee13,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru