RioAce Casino - El jugador cree que el reintegro se ha retrasado.

Hi, I've been playing at the casino for about a month. I think I made deposits worth a couple of tons in total, and I was able to withdraw, 400e at a time, a total of six times. Four withdrawals in the last week or so, and now it's been so long since yesterday that I should be able to withdraw within the weekly limit they announced. They said 1000e per day, 1500e per week and 3000e per month. Although I couldn't withdraw 400e at a time with my own payment method. The problem started when I got a notification that the weekly limit was full, and if I changed the amount a little, it just said that the limit was full for withdrawals, even though it wasn't full for the week or month yet. Livechat is completely useless, quick answers but no help, told to send an email, two different departments, kyc and VIP, kyc doesn't answer anything, now for two days, even though they should fix the issue and investigate, the vip department answered twice yesterday afternoon, told them the limits and that they would forward the matter and blah blah, and suggested playing slots while waiting. I quickly told them what's the point of playing when I can't even withdraw my money, and with the current limits it would take over two months to get my money which I could possibly still win. The VIP department has not responded to several emails. How long do I have to wait, or is it possible to get help with this, frustrating uncertainty, big money for me, but hardly for them.

Hei, kasinolla olen pelannut noin kuukauden. Talletuksia taisin tehdä reilun parin tonnin edestä yhteensä, ja sain nostettua, 400e kerralla yhteensä kuusi kertaa. Viimeisen reilun viikon aikana neljä nostoa, ja nyt on kulunut jo eilisestä lähtien sen verran aikaa että heidän ilmoittamansa viikkorajoituksen puitteissa pitäisi pystyä nostamaan. He kertoi että 1000e pvä, 1500e viikko ja 3000e kuukausi. Vaikka en voinut omalla maksumetodilla kun nostaa 400e kerralla. Ongelma alkoi kun tulee ilmoitus että viikko raja täynnä, ja jos muuttaa hieman summaa niin pelkästään että rajoitus täynnä nostamiseen, vaikka se ei ole vielä täysi viikon eikä kuukaudenkaan osalta. Livechat on täysin hyödytön, nopeita vastauksia mutta ilman apua, käsketään mailia laittamaan, kaksi eri osastoa, kyc ja VIP, kyc ei vastaa mitään, nyt kahteen päivään, vaikka heidän pitäisi asia korjata ja tutkia, vip osasto vastasi eilen päivällä kaksi kertaa, kertoivat ne rajat ja että laittaa asian eteenpäin ja blaablaa, ja ehdottivat odotellessa pelaamaan slotteja. Kerroin heille pian että mitä järkeä pelata kun en voi edes nostaa rahojani, ja nykyisillä rajoilla menisi yli kaksi kuukautta saada rahani jotka mahdollisesti voittaisin vielä. Mitään ei ole enää VIP osasto vastannut useisiin maileihin. Kuinkahan kauan pitää odottaa, vai onko tähän mahdollista saada apua, turhauttavaa epätietoisuutta, iso raha minulle, mutta tuskin heille.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

It's not that the money won't come, I can't make withdrawals anymore because their page says that the limit is full, even though it's not!! The money I was able to withdraw came to my account in 10 seconds. There are no problems with it, but now they have practically denied the possibility of withdrawing, and they don't respond to any messages by email.

Ei ole kyse etteikö rahat tulisi, nostoja en pysty enää tekemään koska heidän sivulla tulee ilmoitus että raja täynnä, vaikka se ei ole!! Rahat jotka sain nostettua, tulivat kyllä 10 sekunnissa tilille. Niissä ei ongelmia, mutta nyt he ovat evänneet käytännössä mahdollisuuden nostaa, eivätkä vastaa mihinkään viestiin sähköpostilla.

I also sent them an email saying that I would tell the well-known sites that criticize the casino's operations about this, that it would be more expensive if they were going to try to steal my money. And I also said that it wouldn't work for me to play while waiting for the money, that's what they want, they have deliberately denied me the right to withdraw, that I would play more, that's not the joy I give them. And that I understand them doing that, even though it's really low and wrong. Let's see if such a psychological message speeds up their actions at all.

Lähetin sähköpostilla vielä heille että asiasta kerron suuresti tunnetuille sivustoille jotka arvostelevat casinon toimintaa, että tulee kalliimmaksi mikäli he aikovat yrittää varastaa rahani. Ja myöskin sen sanoin että minun kohdallani ei toimi se että pelaisin rahoja odotellessa, sitähän he haluavat, tarkoituksella on evätty nyt oikeus nostoon, että pelaisin lisää, sitä iloa en heille anna. Ja että ymmärrän kyllä heitä että tekevät noin, vaikka se on todella alhaista ja väärin. Katsotaan nopeuttaako heidän toimintaansa yhtään moinen psykologia viesti.

It was so strange that I tried to withdraw 300e, I should be able to do it within the weekly withdrawal limit, as I should have been able to do over a day ago, but it was temporarily deducted from the balance, I was surprised. But I didn't go to the bank as I usually do right away, I went to check the transfer history on the rioace page, there was nothing there, I refreshed the page and again the same amount in the balance as it was originally, and when I try to withdraw 300e again, I get the same complaints about the limits as before. For a moment I had the feeling that I would be able to withdraw my money, but it was a completely useless moment of happiness and joy.

Sen verran outo sattui nyt, että koitin 300e nostaa, pitäisi sen viikkonoston rajoituksen puitteissa pystyä, kuten olisi pitänyt jo yli vuorokausi sittenkin, mutta hetkellisesti se väheni saldosta, yllätyin. Mutta eipä tullutkaan pankkiin kuten yleensä tulee heti, menin siirtohistoriaa katsomaan rioace sivulta, siellä ei mitään, päivitin sivua ja jälleen sama summa saldossa kun alunperinkin oli, ja kun yrittää uudelleen tehdä 300e nostoa, tulee samat valitukset rajoista kun tähänkin saakka. Hetken tuli jo fiilis että joko pystyn nostamaan rahojani, mutta täysin turha onnen ja ilon hetki oli.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

How much have you successfully withdrawn so far?

How much money do you currently have in your casino account?

Do you have any pending withdrawals at the moment?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you send me the communication you've had with the casino regarding the withdrawal limits? Send emails or chat transcripts to my email at dominika.l@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.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru