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Riobet Casino's refusal to self-block and violation of responsible gaming principles

Hello.

I played on this site for about six months and was down about 800,000₽, but recently I was lucky enough to win about 2-2.2 million rubles. The casino requested a win verification, and two days later they started withdrawing, but with a limit that hadn't been set before. I saw confirmation on the screen, and literally the day before the big win, the casino withdrew $6.5k in one go, then announced a maximum daily limit of $5k. If there was a limit, why didn't it apply to the first withdrawal? I believe this was done deliberately, to prolong the withdrawal. Then I realized I was addicted, and I contacted support asking them to restrict access to the slots and activate the self-blocking feature, as I didn't want to lose my winnings.

I was set to limit my monthly loss to 300 USD (minimum). However, an error occurred (see screenshot). I then contacted support, but the casino staff refused to fulfill my request, citing internal rules and the fact that blocking is not possible if the balance is active or a withdrawal is pending.

So, for several days (while the $5,000 daily withdrawal limit was in effect), I couldn't use the self-limiting feature, despite explicitly asking. Consequently, I couldn't withdraw any money either.

As a result, I continued playing and lost all the money on my balance + made repeat deposits in the hope of "winning back."

My actions are confirmed by screenshots where I ask to restrict access, and by the support response where the casino refuses.

I would like to point out:

I wrote directly: "I don’t want to lose, close the slots for me" - which is a request for self-restraint.

The refusal is motivated by the presence of funds on the balance, which creates a situation in which the addicted player cannot protect himself.

The Responsible Gaming feature must not be dependent on an active balance or withdrawal, as this would be contrary to the Curaçao eGaming license requirements.

In other words, the addicted gambler is trapped, where the support operator's words literally sound like "either lose all your money and close your access, or you have no way to protect yourself."

I request that you review this complaint, recognize Riobet's actions as violating the responsible gaming policy, and facilitate the return of funds lost after the blocking request.

I am enclosing the following with the complaint:

Screenshots of correspondence (request and refusal).

Screenshots of transaction history and balance.

Отказ казино Riobet в самоблокировке и нарушении принципов ответственной игры

Здравствуйте.

Играла на данном проекте около полугода, была в минусе где-то на 800.000₽, но на днях повезло выиграть, около 2-2.2кк рублей. Казино запросило проверку выигрыша, спустя 2 дня начали выводить, но установив лимит, которого до этого не было. Подтверждение на скрине, буквально за день до крупного выигрыша казино выводит мне разово 6.5к$, далее казино объявит о максимальном лимите в 5к$ в сутки. Если лимит был, почему он не распространился на первый вывод? В моем понимании это было сделано специально, с целью растянуть вывод. Тогда я поняла что мной овладела зависимость, я обратилась в поддержку с просьбой ограничить доступ к слотам и активировать самоблокировку, так как не хотела потерять выигрыш.

Я была настроена ограничить лимит на проигрыш в месяц 300usdt(минимальный). Однако возникла ошибка (на скрине), после я обратилась в поддержку, но сотрудники казино отказались выполнять запрос, сославшись на внутренние правила и то, что блокировка невозможна при активном балансе или открытом выводе.

Таким образом, на протяжении нескольких дней (пока действовал лимит вывода 5 000$ в сутки) я не могла воспользоваться функцией самоограничения, несмотря на прямую просьбу. Ну и деньги соотвественно вывести я тоже не могла.

В результате я продолжила игру и потеряла все деньги на балансе + сделала повторные депозиты в надежде «отыграться».

Мои действия подтверждены скриншотами, где я прошу ограничить доступ, и ответом поддержки, где казино отказывает.

Хочу отметить:

Я прямо писала: «не хочу проиграть, закройте мне слоты» — что является запросом на самоограничение.

Отказ мотивирован наличием средств на балансе, что создаёт ситуацию, в которой зависимый игрок не может себя защитить.

Функция Responsible Gaming не должна зависеть от наличия активного баланса или вывода — это противоречит требованиям лицензии Curaçao eGaming.

То есть зависимый игрок находится в ловушке, где слова оператора поддержки звучат буквально «либо проиграй все деньги и закрой доступ, либо возможность обезопасить себя у тебя отсутствует.»

Прошу рассмотреть жалобу, признать действия Riobet нарушающими политику ответственной игры и содействовать возврату проигранных средств, утраченных после запроса о блокировке.

К жалобе прилагаю:

Скриншоты переписки (запрос и отказ).

Скриншоты истории операций и баланса.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RioBet Casino.

Based on the information you provided, I would recommend the following steps:

1. Unsubscribe from the casino's marketing communication via the option in the player's profile or via the 'unsubscribe' option in the footer of any of the casino's promotional emails.
2. Send a self-exclusion request to the casino's support: support@riobet.com. Include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RioBet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Please allow me to ask you further questions so I can better understand the situation.

• Could you please explain what the amount of USD₮250000 represents in your situation?
• Is your player's account accessible to you?

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

Hello Tomas,

Thank you for your response and for taking my case.

The amount of approximately USD 25 000 represents my winnings at RioBet Casino (equivalent to around 2 000 000 RUB).

After this win, I asked the casino’s support to restrict my access to slots and to apply self-exclusion, because I was afraid of losing the money.

Unfortunately, my request was refused. They replied that it’s not possible to block access while there is an active withdrawal or balance.

As a result, I was unable to limit or block my account, and I lost a significant part of the winnings afterwards.

My account is still technically accessible, but I’m not playing anymore.

I would also like to clarify that my initial message to the casino clearly expressed a wish to stop playing ("I don’t want to lose, please close my access to slots"), which should have been treated as a self-exclusion request.

I hope this helps you understand the situation better. Please let me know if you need any additional screenshots or correspondence.

Kind regards,

Lu

While I'm waiting for a response from your representatives, I'd like to provide a few more

1. Direct recognition of a broken function.

The official response from an Eduard (Riobet) employee includes the following quote:

Luuuuc, October 30, 1:52 PM

"Your loss limit has not been reached (according to the rules…)"

This means that the casino itself admits that the feature designed to prevent addictive behavior did not work.

It was this event that caused the game to continue and the loss of funds.

Therefore, the technical or procedural error is on the operator’s side.

2. Conflicting answers from different employees about the key function.

Sergey (support) states:

Luuuuc, October 30, 1:52 PM

"You can set a self-limit even if a withdrawal is pending."

Michael (support) says the exact opposite:

Luuuuc, October 30, 1:52 PM

"You will be able to set a self-limit only after the withdrawal is executed."

That is, the same company representatives give conflicting explanations regarding the mechanism directly related to responsible gambling.

A player cannot understand the "rules" if the employees themselves are confused about them.

This is a classic definition of misleading the user.

3. Reference to a non-existent point of the rules.

Eduard refers to "rules" in his post that supposedly prevented the limit from working, but:

No employee was able to point out a specific point of these rules;

There is no such provision in Riobet's publicly available documents.

This confirms that the player was not informed of the restrictions and acted in good faith, based on the logic of the system.

Пока жду ответа от ваших представителей, хочу предоставить еще несколько

1. Прямое признание неработающей функции.

Официальный ответ от сотрудника Eduard (Riobet) содержит цитату:

 Luuuuc, 30 октября, 13:52 

"У вас не сработал лимит на проигрыш (согласно правилам…)"

Это означает, что казино само признаёт, что функция, призванная предотвращать зависимое поведение, не сработала.

Именно это событие стало причиной продолжения игры и потери средств.

Следовательно, техническая или процедурная ошибка — на стороне оператора.

2. Противоречивые ответы разных сотрудников о ключевой функции.

Сергей (поддержка) утверждает:

 Luuuuc, 30 октября, 13:52 

"Вы можете установить самоограничение, даже если ожидается вывод средств."

Михаил (поддержка) говорит прямо противоположное:

 Luuuuc, 30 октября, 13:52 

"Вы сможете установить самоограничение только после исполнения вывода."

То есть одни и те же представители компании дают противоположные объяснения по поводу механизма, напрямую связанного с ответственным гемблингом.

Игрок не может понимать "правила", если сами сотрудники в них путаются.

Это классическое определение введения пользователя в заблуждение.

3. Ссылка на несуществующий пункт правил.

Eduard в своём сообщении ссылается на "правила", по которым лимит якобы не сработал, но:

ни один сотрудник не смог указать конкретный пункт этих правил;

в общедоступных документах Riobet подобного положения нет.

Это подтверждает, что игрок не был информирован об ограничениях и действовал добросовестно, исходя из логики системы.

And during the conversation via email, the project's representatives are trying to artificially separate the concepts of "setting a loss limit" and "self-exclusion."

In the Riobet interface, both tools—"Loss Limit" and "Restrict Site Use by"—are located in one section: "Self-Restriction."

Consequently, the developers themselves defined them as parts of one system aimed at preventing addictive behavior.

The subsequent attempt to claim that the loss limit "does not apply" to self-exclusion contradicts the platform’s internal logic and misleads users.

When I contacted the operator for help, they clearly told me that the "self-limitation" feature would be available after the withdrawal was processed (after 5 days, according to the established limits)—meaning they simply took away my ability to protect myself, as I've repeatedly stated above.

I also tried to restrict access, but I don't have any screenshots. This is the project's defensive tactic, but given the above-mentioned facts, these screenshots are not needed.

I ask the representative to stop trying to distort the facts and replace concepts and admit guilt, with subsequent compensation for the loss.

Ну и представители проекта в ходе диалога на почте пытаются искусственно граничить понятие «установка лимита на проигрыш» и «самоисключение».

В интерфейсе Riobet оба инструмента — "Лимит на проигрыш" и "Ограничить использование сайта на" — размещены в одном разделе: «Самоограничение».

Следовательно, сами разработчики определили их как части одной системы, направленной на предотвращение зависимого поведения.

Попытка в последующем утверждать, что лимит на проигрыш "не относится" к самоисключению, противоречит внутренней логике платформы и вводит пользователей в заблуждение.

Когда я обратилась к оператору за помощью, мне четко написали, что функция «самоограничение» будет доступна после того как вывод будет исполнен (по прошествию 5 суток, согласно установленным лимитам) — то есть возможность защититься у меня просто отняли, как я выше неоднократно обозначала.

Ограничить доступ я так же пыталась, но скриншотов у меня нет, на этом строится оборонительная тактика проекта, но с учетом выше упомянутых фактов - эти скриншоты не нужны.

Прошу представителя перестать пытаться искажать факты и подменять понятия и признать вину, с последующей компенсацией проигрыша.

Thanks for your patience.

• Have you informed casino support at any point that you are suffering from a gambling addiction? When have you informed the casino?

Please let me know

Thank you for your reply.

At that moment, I didn’t know that I had to specifically use the word "addiction" for my request to be taken seriously.

This terminology belongs to professionals and people familiar with responsible gaming standards — but a player in a vulnerable emotional state, trying to protect themselves, does not think in technical terms.

My actions clearly demonstrated that I needed help:

I tried to set limits through the responsible gaming tools, but the system showed an error.

If this function had worked as intended, I would have been able to protect myself without even contacting support.

However, since the tool failed, I reached out to the support team directly and clearly asked to block my access, saying that I didn’t want to play slots anymore.

The operator replied that self-exclusion or limits could not be applied until the withdrawal was completed.

But a trained support agent should have recognized this as a clear sign of distress and a request for protection — not waited for a specific word like "addiction."

Responsible Gaming standards under the Curaçao eGaming license require casinos to identify risky behavior and act immediately when a player requests to block access or set limits.

My message was a direct cry for help, and the casino ignored it, leaving me completely unprotected.

This situation shows not only a lack of empathy from the support team but also a technical and procedural failure of the Responsible Gaming system itself.

Thanks for sharing your point of view.

Have you contacted the casino regarding the refund due to failed player protection directly? Could you please share what response you received?

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

Hello, Tomas

I have sent the requested information to your email. Please let me know if you need anything else.

Thanks for your patience.

After internal discussion, we determined we won't be able to assist you with your complaint.

We sincerely apologize for any inconvenience you have faced. However, as a general policy, we do not address individual complaints specifically related to responsible gambling tools. It is important to note that these tools are meant to serve as additional measures alongside standard self-exclusion and account closure options. While we encourage casinos to implement these tools, it is not our position to penalize them for any issues that may arise during their implementation. Despite seemingly contradictory responses, these are not enough for us to conclude that the casino should have protected you from further play. Even if any responsible gambling tools are fully functional and available, it's expected that their activation might take some time.

• Could you please confirm that you informed the casino about your gambling addiction since the complaint began, either via your previous public complaint or directly by contacting support?
• Is your player's account closed?

Please let me know.

Hello Thomas,

Thank you for your response.

I would like to clarify my position regarding this case.

My complaint is directly related to the tools of responsible gaming. First, the loss limit — which is a protective measure designed specifically to prevent harmful losses — did not activate correctly. This already put me in a vulnerable position, as the tool meant to protect me failed at a critical moment.

Second, when I contacted Riobet support and explained that the limit had not worked, the operator provided me with incorrect information by stating that I could not activate the self-exclusion feature while a withdrawal was pending. This statement was later confirmed by Riobet to be false.

Because of this incorrect guidance, I was prevented from using another available protection tool, even though I clearly requested help and was trying to stop further harm.

So in my situation, both aspects of responsible gaming failed:

the protective tool malfunctioned, and

the operator did not provide accurate information or effective assistance, which led to continued losses.

I also want to emphasize that responsible gaming policies are not only about offering tools — they also include care for the player, accurate communication, and taking all reasonable measures to prevent gambling-related harm. Instead of being supported, I received misleading information at a moment when support was essential.

Regarding your questions:

– Yes, I informed the casino about my gambling addiction during the complaint process.

– Yes, my account is currently closed.

I respectfully ask you to reconsider your position based on this information.

Thank you.

Best regards,

Lu

Thanks for the confirmation.

Sadly, taking into consideration the facts of the case, we are unable to assist you with this particular issue going forward.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.