RioAce Casino - Player’s withdrawal limits are significantly delayed.

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Dear justasvvv,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs, and I found this:

6.11. You can withdraw up to 5000 EUR (or the equivalent in your account currency) per 24 hours, up to 10000 EUR within 7 days, and up to 25000 EUR within 30 days. Actual limits may vary depending on the withdrawal method, VIP status, account activity, and other factors that may affect the withdrawal process.

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

• Do you currently have any pending withdrawals?
• How many successful withdrawals have you already made, and how long does each withdrawal usually take to be processed?
• Could you please confirm that you have passed the KYC verification?

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

Best regards,

Kristina

Hello,

here are my answers to your questions:

I currently have 2 pending withdrawals of €500 each, because the weekly limit only allows me to withdraw €1,500. If these are approved, my limit will be reached.

I have already withdrawn around €2,000 or €2,500 – something like that.

If the withdrawal request is allowed, it usually gets approved during the same day.

I believe so, my account is fully verified. Deposits are made from Skrill, withdrawals go to Skrill.

I’m also attaching another email I received from them today. You will see which insignificant clauses they rely on and how they are trying to manipulate the situation.

Thank you for your reply, justasvvv. Could you please post a screenshot of your withdrawal history here in this thread?

Also, if there is any other communication between you and the casino, please forward it to [email protected]. Alternatively, you can post screenshots here. Thank you in advance.

Dear justasvvv,

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,
Kristina
Casino.Guru