RioAce Casino - Player’s winnings are confiscated.

Hello everyone, I’d like to start by saying that I haven’t found a lot of reviews about RioAce online but decided to play and deposit anyways. I registered at RioAce really recently, and after a week after sending all my documents my account hasn’t been verified yet, but that’s not the main problem. I make a 100$ deposit to receive a 100$ bonus, before starting playing the bonus I made sure to understand all the terms and conditions of the bonus, and found out that the bonus had a maximum cashout amount of 5 times of the initial deposit, ( which is fair) and that any exceeding amount will be subtracted upon the deposit. I eventually end up winning almost 600$ from the bonus but as soon as I finish wagering the bonus completely my 600$ turn immediately into 500$, which is strange because the exceeding amount should be subtracted upon the withdrawal. So I even wager my deposit 3 times before withdrawing, because it’s mandatory on RioAce. And I end up winning 34$ from wagering my deposit and end up with 634$. The next morning after requesting a withdrawal I receive an email saying that my account has been debited 134$ because the maximum amount that you can withdraw from a bonus is 5 times the initial amount, which doesn’t make any sense because they already capped my wins before and, now they’re taking my initial deposit and my wins that are not tied to the bonus. They basically capped my wins twice and even worse they took my initial deposit and wins.

Hello Dima11,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RioAce Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is it the first bonus you have claimed in the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick, thank for waiting for my reply. In these last days I’ve been trying to get in touch with the customer service and the financial department, I haven’t gotten great results by saying that they confiscated my wins, and that the limit of conversion of 5 times (which was already capped once) should only applied on my bonus, and not my real balance as written in their terms and conditions: "All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal." I knew I’ve been treated unfairly and that’s why I opened this complaint 5 days ago. Luckily after pointing out that I’ve already opened a complaint against them, and that I would proceed with the submission of the complaint, if they didn’t give me back my confiscated wins. After a couple of days they decided to accredit 116$ back to my account, which is exactly amount that I had after my bet of 100$ won (plus the 500$ that I converted from the bonus). I’d like to also specify that now I’m satisfied with the resolution of the problem, even tough they still detracted 18$ from my account without any reason, but I wouldn’t take that really seriously because the amount is really trivial. I didn’t have particular problems with the verification process, and my withdrawal was pretty smooth after the successful verification of my account. I would say that RioAce has still pretty unfair rules, especially when playing with bonus, because they may detract winnings from your account after converting the bonus into real money. Other than that there is nothing to say about RioAce, and I don’t think I would ever recommend this casino to anyone. As of now I think the complaint may be marked as "resolved", thank you CasinoGuru for your help!

Dear Dima11,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru