Vegas Rio Casino - The player's experiencing an unspecified issue.

Not compatible with Japan.

Can't withdraw bonus

Dear sachihayumi,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Vegas Rio Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

Dear Satoshi,

Players from Japan can redeem the bonuses but are eligible to cash out on real money deposits. For more information kindly follow our terms and conditions.

https://www.vegasriocasino.com/terms

https://www.vegasriocasino.com/assets/countries_list.pdf

Regards

Vegas Rio Casino

Dear Vegas Rio Casino,

Can you please clarify what is the point of getting a bonus if the player can't cash out from it?

Hello Nick,

Japanese players are welcome to participate in our games and take advantage of our bonuses. The no-deposit bonuses cannot be cashed out by them. However, if the player makes a deposit, he may use the bonuses and cash out on them as well. Our terms and conditions specifically mention this.

Kind Regards,

Vegas Rio Casino

Dear Vegas Rio Casino,

Can you please advise that if the player makes a deposit now, he will be able to withdraw the winnings from his bonus which is the complaint about?

I received an email asking me to send an ID card, so I sent it back, but I got a reply saying that it had to be in English and that I had to get a lawyer to prove it, so I felt like an idiot and gave up.

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.

Hi Nick,

According to our terms and conditions, players should not make a deposit until their account balance reaches a minimum of $5. If a player deposits before their account has reached a minimum of $5, they are in violation of our terms and conditions. If a player deposits without breaking this regulation and wins on the deposit amount, the player will be able to withdraw the winnings.

Kind Regards,

Vegas Rio Casino

We believe that once the player received a bonus, no matter if a deposit or a non-deposit one, he should be also eligible to cash out from it.

The complaint will be now forwarded to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi sachihayumi,

I'm taking over your complaint.

Dear Vegas Rio Casino team,

Our position, as Nick mentioned above, is that casinos should pay the players their winnings if they grant them bonuses. The bonuses are promoted the same way to all players and therefore all players should have the chance to win. If you want to restrict players from some countries, don't let them activate the bonuses.

Thank you Peter.

I don't understand what the bonus is for.

If you let them play on a trial basis and cannot withdraw with withdrawal restrictions, I think you shouldn't give out bonuses from the beginning.

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 Sachihayumi,

We acknowledge your concern and feel that you should get the withdrawal. Please finish the KYC verification procedure so that your withdrawal can be processed.

Kind Regards,

Vegas Rio Casino

Thank you Vegas Rio Casino team for your reply.

Dear sachihayumi,

Please finish the KYC and let me know when you receive your funds.

As I told you before, I received an email asking me to send my ID, so I sent it back, but I got a reply saying that it must be in English and that I should ask a lawyer to prove it, so I felt stupid and gave up.

Dear sachihayumi,

I understand that having the documents translated might cost more than what you won in the casino. As frustrating as this must be, I'm afraid, there's nothing we can do about it. Since the casino eventually decided to honor your winnings, we consider the case to be resolved. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter