The player from Brazil has been waiting over a month for a decision regarding his account, which is currently under investigation, and is requesting a prompt resolution to access his funds.
It's been over a month since my account has been under investigation. I need the money, so I need you to make a decision as soon as possible.
Dear yaguin06,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
i've already made a withdrawal of 300$ and it fell through, i've checked all my documents as they asked, and the documents have been verified.
I didn't use any bonuses, just the real balance.
Thank you for your reply, yaguin06. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
the last withdrawal was on 28/08/2024, at 22:17 it took less than 10 minutes to fall, I withdrew by my pix cpf, the method I used to withdraw again, was the same as before, the withdrawal was taking time to fall, I waited for 3 days and called support, they told me to verify my documents, I verified my documents correctly, and it was accepted, and then they said that my account was under investigation. And I've been waiting for over a month
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
my account is unable to withdraw and place any bets, i can only log in, but i can't do anything.
i'll send you a screenshot of the transactions.
Thank you very much, yaguin06, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear yaguin06,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite RioBet Casino representative to join this conversation.
Dear RioBet Casino, could you please provide more information about this case?
Looking forward to your reply.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.