RioBet Casino - Player’s withdrawal has been delayed.

Two months ago, I created an account on Riobet, deposited 100 USDT and made 2,000 USDT in Aviator. Since then, they have not released my withdrawal, have not returned my deposit, and keep using the same excuse, "the provider is analyzing your winnings," for more than two months. Today, in a chat conversation, they mentioned that they are verified by you, so I'm reaching out here to try to resolve my case.

Dear Ph200,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your withdrawal from Riobet.

To help us better understand your situation and work towards a resolution, could you please provide us with the following additional information:

• Could you provide the exact dates and amounts of your deposit and subsequent withdrawal request?
• Have you received any written communication from the casino specifying the reason for the prolonged analysis of your winnings?
• Could you share screenshots or copies of the chat conversations and emails where the casino mentioned the analysis by the provider?
• Have you received any further updates or responses from the casino since your last contact with them?

If you have any additional relevant communication or documentation regarding this issue, please forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I deposited on 04/13/2024, I deposited 100 usdt, I already tried to withdraw 100, 250, 2000… they do not accept any type of withdrawal

No! They just say that the provider is analyzing my earnings.

I didn't receive any kind of update from the casino, if I don't enter the chat they don't say anything.

I deposited on 04/13/2024, I deposited 100 usdt, I already tried to withdraw 100, 250, 2000… they do not accept any type of withdrawal

No! They just say that the provider is analyzing my earnings.

I didn't receive any kind of update from the casino, if I don't enter the chat they don't say anything.

Thank you very much, Ph200, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Ph200,

I hope this message finds you well. My name is Michal, and I have taken over the handling of your complaint. After carefully reviewing the details of your case, I understand your frustration regarding the waiting period. It is important to note that casinos have the right to request a report from the game provider to investigate any inconsistencies in a player's gameplay. Unfortunately, this process can be time-consuming, and at this point, we can only wait for the investigation to be completed.

I will be reaching out to the casino to gather more information on this matter.

We kindly request RioBet Casino to participate in this discussion.

Thank you.

Dear RioBet Casino,

Could you please contact the game provider to provide us with an estimated timeframe for the completion of the investigation?

Hi Michal, thank you very much, I'll be waiting!

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 discussion participants,

We clarified the information on this situation and, indeed, all this time the provider was conducting an investigation without providing a specific time frame for completing the investigation. However, on July 10, the player received a message that his payment was being processed, but with a delay due to additional security measures regarding the provider verification process. We will once again try to clarify the approximate time frame required to complete this process.

Dear Ph200,

I have been informed by the Riobet team that your winnings have been disbursed to you, can you please confirm that?

Hi michal, sorry for the delay.

Yes, my winnings have been released and I was able to withdraw them, thank you very much!!!

Dear Ph200,

Thank you for the confirmation.

Upon receiving confirmation from the complainant that the winnings have been received, we deem this matter satisfactorily resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru