RioAce Casino - El retiro del jugador se retrasa debido a problemas de KYC.

Hello there is would like to file a complaintment against this casino site. I made a deposit of 56 euro yesterday, I won up to 110 euro first of all I did send my driving license then I sent my proof of adress. I asked the support if it was completed and they said yes. I did the withdrawel of 110 euro into eth. I waited 11 hours after 11 hours i check again still on pending. But they did remove my kyc it was not completed anymore and my withdrawel was cancelled. Now i uploaded my bank statement, person evidence proof, my utility bill they still keep denying all of my evidence. They told me to contact their kyc finance team on a mail which i did aswell, I keep getting an response with an automation message all the time. Saying that i should upload correct document. Which i do in my case since it works on other crypto casinos with sumsub verification. If you need any more screenshots or anything im willing to prove it.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:

• Have you received any explanation as to why your identity documents were deemed insufficient for verification?
• Is there any document in your account that is marked as successfully verified?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• What types of games did you play?

I hope we will be able to assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Well, all the support says in the customer service is contact the kyc finance team which i did on email. All i get there is same auto responded message with a red bold text to upload right document which i have done. I actuallt tried 5 different documents stating the proof of adress. Which i use on other casinos to provide myself. The only document they have accepted so far is my driving license. And my face scan. Nobody else than me is registered on that casino. I did only play 5 lions megaways and also tome of madness nothing else.

Could you please specify which documents you submitted as proof of address?

Has the casino rejected any of these documents, and if so, have they explained why they could not be accepted for verification purposes?

Also, have you ensured that your proof of address contains all the required personal details matching the information in your casino profile?

Dear sakiel133790,

We are pleased to inform you that your account has now been fully verified, and your withdrawal request was successfully processed on 12 August 2025 at 09:59:54 UTC.

If you have any further questions or concerns, please feel free to reach out to us—our team is always here to assist you.

Best regards,

Rioace Casino Team

Dear sakiel133790,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.