RioBet Casino - Player's deposit has been delayed.

On September 10th at 3:44 PM, I made a deposit at Riobet Casino, transferring the amount to a card using a phone number. I followed the provided instructions exactly. The payment went through successfully and it was immediately reflected in my account dashboard. However, the funds never appeared in my account! I contacted customer support and they did absolutely nothing except send me automatic template responses, claiming some gateway issue. It's been 6 days without the money!!!!! I'm shocked by the casino's treatment. I have gold status and have deposited and withdrawn tens and even hundreds of thousands of rubles multiple times. Waiting this long for a deposit is ridiculous, and on top of that, being ignored by customer support is unacceptable. I don't want to play at this casino anymore, fortunately, there are plenty of other options. I just want my money back! This is a disgrace! Treating players like this! There won't be any deposits from me ever again, just return my money immediately!

Dear Jadis, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Veronica, are you kidding me, what month?? And why should I contact my payment system?? I'll repeat, I transferred the money on September 9! And the payment was successful, it was immediately reflected in the personal account of my mobile bank! My payment provider works clearly, and if the payment really does not go through, then the money is not credited, the payment is hanging (but this happens extremely rarely). But this is not the case at all! The payment was made instantly, the money was transferred to the Riobet details and is on their side!!!! Moreover, my provider says that if there are any questions and you want to return the payment, you need to write to the recipient, since the money has been sent! This "casino" has been holding my money for 7 days already!!!!! They use the system of transfers through bank cards to their accounts and the money is stuck with them! It is not my problem that they cannot transfer to themselves, I made a deposit and fulfilled my obligations, and my payment provider is the same! The casino is holding the money!!!! Let everyone see that it can happen at Riobet that you simply won't be credited with money that you paid honestly, and the support will send you automatic message templates for a week! And it is unknown how long this chaos will continue. I have posted complaints on many resources, if the money does not arrive on the account within this day, I will file a complaint with the licensing authority! For such deception, such attitude and mockery, the license should be revoked! It's just a disgrace!!!

I fully understand your frustration and dissatisfaction. However, when a deposit is lost, the first step we recommend the players to make is to contact the payment provider who can check if the payment successfully reached the recipient's account, or if it has stuck somewhere between the payment systems.

Could you please send me the payment receipt showing the deposit you made to the casino, as well as the screenshot from your deposit history in your casino profile?

When was the last time you communicated with the casino customer support regarding your deposit?

Is this the first time you deposited money to RioBet Casino, or have you made successful deposits before?

Dear Jadis,

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.