RioBet Casino - Player’s deposit has never been credited to his casino account.

I deposited using ETH and you can see on the Etherscan the money is in my deposit wallet but not being credited! I had to wait for 45 mins talking to customer support which have no clue and ask me to write a thread and wait for 5 hours for administration to check because they aren't working and tomorrow is sunday. I dont know how you give this casino a great rating very Unprofessional.

I deposited before and they say they approved withdrawals in 5 mins and this is definitely not the case 3 hours wasn't processed.

I hope you can check into this if this casino is really good reputation.

Dear WhiteFox12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

The casino explained that it's the providers issue I will follow up with them when they reply

I asked the casino to check the deposit and you can check that the balance is in the wallet here https://ethereum.atomicwallet.io/address/0x31472a26cdbde62e255a3f78e7e6d40cace2dc21

I used skrill to deposit ETH and this is the response I got from skrill that it's successful and in the wallet but the casino is refusing to deposit and same generic answer and you can see in the wallet the balance that was recieved

Please help me as this casino is very unhelpful and I think they are just trying to scam. I contacted skrill department and 100% assured me that the smart contract internal transactions they are using it's in the wallet https://ethereum.atomicwallet.io/address/0x31472a26cdbde62e255a3f78e7e6d40cace2dc21

Please contact this casino as I contacted skrill more than once and they assured me that this internal transaction is recieved but they are refusing me access to it

The balance is showing in the wallet but they refuse to credit me

Thank you very much, WhiteFox12, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello WhiteFox12,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First I would like to ask the representative of RioBet Casino to join the conversation in order to help us resolve the issue.

RioBet Casino,

Could you please advise on why the deposit wasn't credited and when can WhiteFox12 expect the deposit to be credited to his casino balance?

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.

Hello,

I've received the following message from the casino representative:

There were two transactions to this wallet.

The player’s first payment dated November 30 was successful and he used these funds.

The second transaction on December 02 to this wallet was internal and it cannot be credited to the account in any way, since the transfer was not to this wallet but vice versa from it to another one. This information is proved by the transaction link we can send a player privately. 

Dear WhiteFox12,

Could you comment on the casino's explanation?

Hello,

There were two transactions to this wallet.

The player’s first payment dated November 30 was successful and he used these funds.

The second transaction on December 02 to this wallet was internal and it cannot be credited to the account in any way, since the transfer was not to this wallet but vice versa from it to another one. https://ethereum.atomicwallet.io/address/0x31472a26cdbde62e255a3f78e7e6d40cace2dc21

Dear WhiteFox12,

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.