The player from Portugal is facing issues with withdrawal limits at the casino. Although he initially withdrew funds without issue, a second attempt was restricted due to a cited weekly limit despite being a level 10 VIP, which seems contradictory to the terms. His recent withdrawal of €500 is still pending due to an ongoing verification process, adding to his frustration with the casino's handling of his account. The complaint was closed after the player stopped responding to our inquiries in the complaint thread.
RioAce Casino - Player’s withdrawal is delayed and account limits are unclear.
Amount: €4,800
RioAce Casino
Safety Index:Very highSafety Index
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9.1
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 days ago
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1 month ago
Translation
Good afternoon, I recently signed up to this casino where I made some deposits and won some good prizes.
That said I made a withdrawal on the 14/03/25 of 1000€ and within seconds it was in my bank account, I tried to make another one and it said I had reached the weekly withdrawal limit.
I read the terms and conditions again and it said point 6.11.
According to point 6.11 of the terms, the maximum withdrawal limit is €10,000 per day and €50,000 per month, unless otherwise agreed. However, in my account, where the balance was €5,800, I was only able to make two withdrawals of €1,000 as I mentioned on 14/03/25 and another of €1,000 on 17/03/25, then I try to withdraw more and I get the error message that I have reached the weekly limit.
In addition, being level 10, I should be able to withdraw €1,500 a day is what it says in the VIP status, not just €1,000 a week, which shows an error on your part.
I contacted the online chat, where they just told me that I had to send an email to or to , that's what I did, I sent a bunch of emails asking for clarification and I didn't get any response, apparently Google (gmail) blocks emails coming from the rioace domain.
So I contacted the chat again and after much insistence, they forwarded me the reply they had sent me and I never received it.
They claimed that point 6.15 overrides 6.11, which reads as follows:
"Terms of Service (Section 6.15) state that the casino determines its own payment and withdrawal conditions, including minimum and maximum amounts, based on various factors, such as withdrawal method, account status and activity level. At the moment, your withdrawal limit is set at €1,000 per week) ( their reply)
I replied, fine, if they wanted it that way, I could take a month to withdraw my funds but I wouldn't gamble another penny.
However, they told me in the chat that they had unblocked another withdrawal of 500€ and I could make it, I made the withdrawal on 20/03/25, which is still pending, and the others fell into the account immediately.
I went back to the chat today to ask for clarification as to why the withdrawal was pending and was once again informed that an email had been sent to me on 20/03/25 stating the following:
"Your game session has been sent to the game provider for verification. As soon as we receive an answer from the game provider about your game session and your bets, we will notify you immediately by e-mail.
The review of your withdrawal request has been postponed until the game provider provides an official response.
The review will take between 3 and 14 working days.
Thank you for contacting our Support Service"
I mean, at first I made the withdrawals without any problem, now that I'm angry and feel wronged by their policies and anti-gambling, they're already making trouble.
That's why I'm asking casino guru to help me resolve this situation.
Thank you
Automatic translation:
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1 month ago
Dear Ferrao93,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed.
We advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
- Regarding the withdrawal limit set to your account, could you please share your discussion with casino support regarding the issue with me? Send this information to my email at tomas@casino.guru for review.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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1 month ago
Translation
Good evening,
The point of the complaint is that I won a great prize, I made two withdrawals of 1000€ and they fell into my account in seconds, one on a Friday and the other on a Monday, as their policies are misleading, I asked support why?
Their answer was, by implication, that there are no policies at all because they change them as they wish.
In response, I said I wouldn't play another penny in that casino.
After my response, they decided not to let me withdraw any more funds and to have the gaming provider analyzed.
Since you don't play anymore, we're going to make it difficult for you to withdraw your funds, and the proof is there.
However, I have already saved myself with a printout of the winnings, the balances deposited and withdrawn.
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3 weeks ago
Translation
Good afternoon,
The massacre has begun, now they've gone beyond the ombudsman's review, they're asking for bank proof, after my account has been verified.
I've just sent the bank statement, what's the next excuse going to be, the address statement isn't valid?
Please help with this situation.
Thank you
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3 weeks ago
Thanks for the continuous updates, Ferrao93.
- Were your documents approved?
- Has the casino resumed your payouts?
- If the issues persist, please forward the recent communication between you and the casino to support your complaint. Send the information to my email at tomas@casino.guru
Thanks for your cooperation, and I apologize for the inconvenience.
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3 weeks ago
Translation
Good evening, the casino validated the documents, reduced the amount of withdrawals to 500 each time and now it always says I've reached the monthly limit! It's impossible! I just want to get my money out of there and never come back. Please! At the moment I have €3,000 outstanding. But they won't solve anything. They apply the policies the way they want.
Automatic translation:
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2 weeks ago
Please send me screenshots confirming how much you were able to withdraw from the casino and the communication in which you received the justification was you reached your withdrawal limit for the month. Send the information to my email at tomas@casino.guru
