RioBet Casino - Player's tournament prize is delayed.

During the period from December 18 to December 1, I participated in the Rising Riches tournament. In the first week of the tournament (November 18 to November 24), I finished in 31st place and received a prize of $100. The tournament ended on December 1, and the prize was supposed to be credited within 10 days, but that hasn't happened.

As of December 16, the casino only tells me that I have to wait because the provider is the one who needs to clarify this, and they can't do anything else. I've asked many times if this problem affects everyone who participated in the tournament or if it's just specific to my account, but I get no response. I also don't know how long I need to wait, and it's been 6 days since I started this process with Riobet.

The situation is unfortunate. I've been playing at this casino for over 4 years, but their quality of service has been deplorable in recent months.

I hope you get more answers than I have received.

Thank you

Dear Mona45,

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. 

• Have you participated in a tournament before? If you have, were the winnings credited on time?
• Did you pay anything to participate in this tournament?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello!

Yes, I have participated in tournaments and the prizes are usually paid before the indicated deadlines.

This is the first time something like this has happened.

I didn't pay anything to participate, I just played with my own funds.

I asked again today and got no answer.

This is the response I received from the team in charge of my case at Ríobet:

My question:

And the supplier set a deadline for a response or just said "we will review it"

Riobet's response:

There are no exact dates. We hope that verification will be completed in the near future and we look forward to it together with you.

I think what bothers me the most is that the casino takes an arrogant position regarding the response that it has already been 7 days and they are still doing the same thing… I could be waiting a year and they would still give the same excuse, because in the end it is the provider's fault…