The player from Brazil had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The issue was resolved when the player confirmed that the withdrawal had been successfully made through a cryptocurrency wallet. The Complaints Team marked the complaint as 'resolved' after the player updated them about the successful transaction.
RioBet Casino - Player believes that their withdrawal has been delayed.
Amount: 490 R$
RioBet 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
RioBet 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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
4 weeks ago
Translation
Withdrawal Delay: The casino exceeded the deadline and did not adhere to the very rules they establish and expect customers to follow. They are not meeting the timeframes, and furthermore, they have already canceled my withdrawal once, causing more delays in receiving my winnings. They set a withdrawal processing time of 5 minutes to 24 hours, but in practice, this doesn't happen. My first withdrawal request was made on 10/21, and by 10/23, they had canceled it. I had to place a new request, which will take who knows how many more days—if they don't cancel it again. These delays are going beyond any reasonable limits. They claimed that the payment provider is having trouble executing the payments. Yet, deposits are processed normally and appear in the casino's account within seconds. They offer instant Pix deposits, but when requesting a withdrawal, the Pix payment method is not available. There are casinos and payment providers that make immediate payments to the customer's account. It's outrageous! When contacting casino support, the agents provide canned responses, do not address questions, and do not give specific reasons for the delay. They simply blame the payment providers. They also suggested trying another withdrawal method, so I had to create an account with a cryptocurrency exchange to try receiving my funds there. There should be a dedicated channel for filing complaints with payment providers. The relationship with the payment provider is the casino's responsibility, and customers should not be involved in the casino's internal and financial partner issues. Hire a payment provider that performs the service correctly; there are many excellent options available. The casino should not impose its internal problems on the customer, who cannot take any action to resolve them. Take responsibility or close the betting house. You are not following the rules. I want my money in my account now! Thank you.
Automatic translation:
Public
Public
4 weeks ago
Dear jjotapp,
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. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
3 weeks ago
Translation
Hello, on what basis do you support this 14-day deadline? I always read the casino rules from end to end and I don't remember seeing this withdrawal period of up to 14 days.
If customer bettors have to follow the rules that casinos impose, why don't they follow the rules too? It's up to you as a supporter of customers and well-known information in this business to demand that they follow the rules too!
Making deposits in seconds is fine, but withdrawals are not?
Financial institutions overloaded? Payment provider made a mistake? It's not the customer's fault! The casinos make so much money, so hire more people and more technology and change providers - there are some providers that pay immediately. What's more, here in Brazil the pix were invented to carry out value transactions instantly. So they are no longer following the rules, so please charge the casinos.
I received my payment from riobet today but the day before I had to redo my withdrawal request using another method TRX trc-20 . It was a lot of work as I had to install a cryptocurrency wallet to receive it.
Thank you for your attention!
Edited
Automatic translation:
Public
Public
2 weeks ago
Dear jjotapp,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
2 weeks ago
Translation
Hello,
My case was solved yes, the withdrawal was made successfully by a cryptocurrency wallet
Automatic translation:
Public
Public
2 weeks ago
Dear jjotapp,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
