A player from Brazil had completed the KYC process and made a deposit at the casino without receiving any bonuses. Since April 20, 2024, the casino had delayed his withdrawal, citing ongoing analysis by the game provider. The player believed the casino was refusing to pay out the withdrawal despite no rule violations. We rejected the complaint due to the player's lack of response to our messages and questions, making it impossible to proceed with further investigation or provide solutions.
RioBet Casino - Player’s account has been delayed.
Amount: 4,830 R$
RioBet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Hello, since April 20, 2024, the betting house has not paid me my money. I completed the entire KYC verification process and made a deposit without any bonuses. Since that date, they claim that the game provider is analyzing, but it is well known that every customer needs a timeframe for any analysis, considering that an amount was invested in the platform. Given all these events of not providing me with a response, we presume that RIOBET betting house is refusing to pay out my withdrawal, even though no rules were violated. I request contact with the casino to get an answer regarding this long and indefinite delay.
I have all the data and proof regarding the history, transactions, and everything.
Automatic translation:
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2 months ago
Dear natanespinoza,
Thank you very much for submitting your complaint.
I'm sorry to hear about the difficulties you're experiencing with your withdrawal from the betting house. To help us better understand your situation and assist you effectively, could you please provide us with some additional information?
- Have you received any communication or updates from the casino regarding the status of your withdrawal since April 20, 2024?
- Could you share details or screenshots of your KYC verification process, including the dates when you submitted the required documents?
- Have you tried to contact the casino's customer support directly? If so, what was their response?
Additionally, you can forward any relevant communication or evidence to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
Dear natanespinoza,
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.
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1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
