The player from Spain faced an issue where his winning balance was not reflected in his account after winning a bet, although it showed as a win. The Complaints Team attempted to assist by requesting additional information and extending the response time. However, due to the lack of communication from the player, the complaint was closed without further investigation. The player was informed that he could reopen the complaint in the future if he chose to continue the dialogue.
Rioplay Casino - Player's winnings are not credited.
Closed
Our verdict
Player stopped responding
Amount: €29
Rioplay Casino
Safety Index:HighCase summary
Discussion
Public
Public
6 months ago
Translation
After winning a bet, the balance is not entered and it appears as a winner.
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rioplay Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- What games did you play when making the bet? (slots, live/table games, betting on sports)
- Is the bet recorded in your game history? Do you have a record confirming the result was a win?
- Have you made the bet while you had an active bonus on your account?
- Have you contacted casino support and asked for assistance? What response have you received?
- Could you please share any supporting evidence to support your complaint? Send the information to my email at [email protected] 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
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
6 months ago
Dear Jesusmndez,
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.
Public
Public
5 months ago
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
