RioBet Casino - Player’s winnings have been confiscated.

Hello, I registered on the site about 15 days ago, I also did verification. I have not used bonuses and have only played blackjack. First I made one deposit of $200 which I lost, then I made one deposit of $300. I won and made one withdrawal of $500, after a few days of playing I had $1200 in my account. I requested a withdrawal which was denied. I contacted them and they told me I was using a forbidden strategy and they confiscated my entire $1200 profit.I think it is extremely unfair that they are confiscating my money.

Dear stoyanstoyanov990,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RioBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the details of the accusations made against you?
• How would you describe your gameplay in the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Hello, I sent you an email with my communication with the casino.

They don't give me any explanation, just that I'm using a forbidden strategy.

I play normally with basic game strategy, double the bet when I have 11, split aces and other basic game stuff.

Thank you very much, stoyanstoyanov990, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello stoyanstoyanov990,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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 stoyanstoyanov990,

I am very sorry that the casino didn't respond yet.

I am trying an alternative way to contact them.

Dear stoyanstoyanov990,

The casino is handling your case and I anticipate receiving updates soon.

Dear participants in the discussion, unfortunately, the player used the prohibited strategy "Wonging" in the game, this was revealed by Evolution specialists. According to the rules and conditions of the casino, gaming strategies that give an advantage over the casino are prohibited, and if they are used, the casino has the right to block the corresponding accounts and withhold all funds and bonuses.

Dear Riobet Casino representative, 

Please send supporting evidence to matej@casino.guru.

Thank you.

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.

Dear Matej,

We have sent supporting evidence to your email.

Dear Riobet Casino representative,  

I requested further evidence concerning this case.

Thanks

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.

I have received the evidence but need more details. Please review my requests in the email and respond. Thank you.

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.

Dear stoyanstoyanov990,

Unfortunately, we need to wait for key evidence in this case. The casino has informed me that they have submitted a request to the game provider. While we await their response, I will classify the case as "waiting for regulator decision" since we do not have a specific category for waiting for evidence.

Dear Riobet Casino representative,

Please reopen the case or inform me via email once the game provider responds.

Thanks.

We’ve reopened this complaint at the request of stoyanstoyanov990. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear stoyanstoyanov990,

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, we cannot proceed without cooperation from stoyanstoyanov990. I am closing the complaint again with the status: "waiting for regulator decision."