The player from Sweden had tried to close her casino account but had not received any response to her multiple requests through live chat and email. She sought assistance in resolving this issue. The Complaints Team was unable to proceed with further investigation due to the lack of response from her, and the complaint was closed at that time. The player retained the option to reopen the complaint in the future if she chose to resume communication.
RioAce Casino - Player is facing an account closure delay.
Amount: 2,000 kr
RioAce Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.1
RioAce Casino has a Safety Index of 9.1, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
Hello!
I have tried to close the account, talked to both live chat and emailed support but no response. I have emailed 5 times that they are going to close my account indefinitely? Can you help me with this?
All the best and thank you for the super valuable work you do.
Automatic translation:
Public
Public
1 month ago
Dear shine0909,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.
On the other hand, self-exclusion represents a degree a protection. If a player successfully completes a self-exclusion, the casino agrees not to reopen this account, or if it does, only under specific circumstances.
- When was the last time you were in contact with casino support, and what did you discuss?
- Could you please specify the reason for closing your account?
- What does the disputed amount of kr2000 represent in this situation?
- Have you unsubscribed from the casino's marketing communication?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
Public
Public
1 month ago
Dear shine0909,
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
3 weeks 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
