RioBet Casino - Player experiences verification problems due to unrecognized documents.

Good evening. I seem to be encountering a certain issue. I registered at Riobet Casino, read their terms and conditions, and deposited money. However, when I tried to verify my account, I was denied on the grounds that my documents were issued by an unrecognized republic. This was not mentioned in their rules, and it seems contradictory seeing as they claim to be an international platform. I've previously withdrawn money from renowned poker rooms without any issues using the same passport. Hence, if a rule doesn't explicitly forbid something, it should be allowed, isn't it? I ask that a penalty be imposed on the site for such conduct, and I would appreciate compensation for my inconveniences, thanks. I had my wife register the account because I'm starting to hesitate to register at venues like these, afraid that I might face undue complications and embarrassment again.

Hello Elina,

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

Could you please advise if the casino account is in your name or your wife's name? If it's not in your name, why did you submit the complaint? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please keep in mind that creating an account in somebody else's name is against the casino terms and conditions and they had every right to void any money on the account.

Looking forward to your answer.

Regards,

Nick

Hello again. At the Riobet casino, my account was created in my name and also in the name of my wife, who also plays and was able to pass verification because she is a citizen of the Russian Federation. I have a casino account and regularly top up my balance and play for real money. And the savings were also real without bonus programs. When I tried to withdraw them to exactly 20 thousand of the Russian Federation, I sent documents for verification, documents from Transnistria, to which I received the answer that I could not pass verification. Naturally, I can’t withdraw money either. This is something crazy for me, I withdrew money from the PokerStars site without any problems through my unrecognized passport. We talked to the support service literally yesterday, they remained unconvinced, citing the fact that they are an international organization and I can flush my documents down the toilet. These are the rules they come up with on the fly and this is the attitude of this establishment. Please take action, thank you. With respect to you, Nikita Alexandrovich. I can provide documents at any time. I would like to add that all names are real. My wife created a page on your website and encouraged me to write this complaint. In Riobet casino all data is entered correctly, thank you

Hoya add that all names are real. My wife created a page on your website and encouraged me to write this complaint. At the riobet casino, all the data is entered correctly, thank you

I'm waiting for your answer. I visit your site regularly, why don’t you answer me?

Hello Elina,

Could you please clarify which documents were accepted by the casino and which not? Did the casino ever mention that playing from the same household might be the issue of the verification?

If possible, please forward the communication between you and the casino to nikolas.b@casino.guru.

Hello. Casino Rio Bet does not accept Transnistrian documents as official. I am attaching to this message a photo of my passport with which I wanted to undergo verification. No, Rio Bet does not consider it a problem that we are playing with two people from the same IP address because verification was successful on my wife’s account. Unfortunately, the correspondence between me and the casino on this issue was not preserved, but I wrote to them again and they answered me the same thing that my documents are not official and I cannot pass verification with them. They don't want to solve the problem. Screenshots of correspondence for today and send you to the address you specified. I also took a screenshot where Rio Bet writes that I should undergo verification with an official document, this directly indicates that they do not consider my passport as a document

I’m sending you a photo of my passport by email, but I can’t upload it to the site in messages.

Hello Elina,

Could you please advise what e-mail did you use to send it to me as I could not locate anything from you.

The letter was resent from mail saidmaks272@gmail.com

Hello Elina and thank you for the provided information. Didn't the casino offer any alternate way to provide as an ID - driver's license, birth certificate or any other document which would verify your identity? What other document stating your full name, address and birth do you own?

Hello. Yes, the casino offered to send me documents from another state, but I only have a passport of the Transnistrian Republic. I have no other documents. My passport contains my full name, address and place of birth, but the casino considered my passport not a document but a piece of paper

Hello Elina and thank you for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from on.

Wish you best luck resolving it.

Regards,

Nick

Hello Elina,

I'm Michal, and I have taken over your complaint. After reviewing your case, I must acknowledge that this is a rather unusual situation. While Riobet Casino's terms and conditions do not explicitly state that players from Transnistria are prohibited or that documents from Transnistria are not accepted, it's essential to note that casinos typically require valid official documents issued by internationally recognized government authorities. Whether your documents are accepted by other casinos depends on their individual discretion, but there is no legal obligation for casinos to accept documents that are not internationally recognized. Furthermore, casinos often request additional documents for Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These processes are crucial because online casinos cannot physically verify players' identities and documents. KYC and AML are industry-standard procedures. None of the licensed casinos take KYC or AML lightly.

I can only recommend providing other official documents, such as an ID, driver's license, birth certificate, or any internationally accepted document that can verify your identity. If you are unable to provide any of these, I'm afraid there is not much that can be done here.

Dear Elina,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.