The player from Germany experienced account blocking after requesting a withdrawal of 1,000 euros, despite having successfully completed verification and maintaining a balance of 4,200 euros. The casino cited a violation of terms related to arbitrage trading but did not provide evidence, leading him to believe that his funds were being unfairly retained. The Complaints Team, after reviewing the situation, concluded that there was insufficient insight to address the issue related to sports betting, resulting in the rejection of the complaint. The player was provided with resources to seek further assistance.
RioAce Casino - Player's account has been closed and funds confiscated.
Closed
Our verdict
Other
Amount: €4,200
RioAce Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Hello,
I registered with the casino a few weeks ago. I deposited a total of 600 euros and tried out various games. I uploaded the required documents for verification, and the verification was successful. When I reached an account balance of 4,200 euros, I requested a withdrawal of 1,000 euros. The casino requested a copy of my credit card and a screenshot of my bank account. I submitted all documents by email. Shortly afterwards, the casino responded that my account would be blocked and that the casino would retain my entire balance, including my deposit. They justified this by citing a violation of the terms and conditions because I had engaged in arbitrage trading. I don't even know what they mean and strongly reject such accusations. Unfortunately, the casino refuses to substantiate the accusation. I can no longer log into my account. In my opinion, this is an arbitrary embezzlement of my funds.
Automatic translation:
Public
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9 months ago
Dear Mask1,
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.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Could you please share the email you received from the casino containing the accusations against you?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- How would you characterize your gameplay in the games in which you won?
- My email is [email protected]
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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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9 months ago
Translation
Hello,
I wasn't a customer at the casino for long—maybe 14 days before being banned. Since I can no longer log in or view my gaming history, I can't detail exactly which games I played. I usually play live roulette or blackjack, but I also place sports bets. However, I'm certain that individual winnings have never been larger than €200-300, and that the total winnings are the result of many smaller winnings. I was simply on a lucky streak and have never cheated in any way. How could that be possible? My gaming behavior is unremarkable; my bets are always between €50-150. I will forward the casino's email to the address provided. Please pay attention to the time of the emails. I verified my credit card, and 10 minutes later they closed the account with a fabricated reason.
Automatic translation:
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9 months ago
Thank you for your reply, Mask1. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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9 months ago
Translation
First of all, thank you for your effort. Of course, I accept your answer. Although it's very unfortunate, as the casino is confiscating all my winnings on a fabricated basis. The casino is simply using the sports betting as an excuse. Please feel free to share the websites with me, as I will definitely try to resolve this case and reclaim my misappropriated funds.
Automatic translation:
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8 months ago
Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
