RioAce Casino - El retiro del jugador se retrasa y los límites de la cuenta no están claros.

Good afternoon, I recently signed up to this casino where I made some deposits and won some good prizes.

That said I made a withdrawal on the 14/03/25 of 1000€ and within seconds it was in my bank account, I tried to make another one and it said I had reached the weekly withdrawal limit.

I read the terms and conditions again and it said point 6.11.

According to point 6.11 of the terms, the maximum withdrawal limit is €10,000 per day and €50,000 per month, unless otherwise agreed. However, in my account, where the balance was €5,800, I was only able to make two withdrawals of €1,000 as I mentioned on 14/03/25 and another of €1,000 on 17/03/25, then I try to withdraw more and I get the error message that I have reached the weekly limit.

In addition, being level 10, I should be able to withdraw €1,500 a day is what it says in the VIP status, not just €1,000 a week, which shows an error on your part.

I contacted the online chat, where they just told me that I had to send an email to or to , that's what I did, I sent a bunch of emails asking for clarification and I didn't get any response, apparently Google (gmail) blocks emails coming from the rioace domain.

So I contacted the chat again and after much insistence, they forwarded me the reply they had sent me and I never received it.

They claimed that point 6.15 overrides 6.11, which reads as follows:

"Terms of Service (Section 6.15) state that the casino determines its own payment and withdrawal conditions, including minimum and maximum amounts, based on various factors, such as withdrawal method, account status and activity level. At the moment, your withdrawal limit is set at €1,000 per week) ( their reply)

I replied, fine, if they wanted it that way, I could take a month to withdraw my funds but I wouldn't gamble another penny.

However, they told me in the chat that they had unblocked another withdrawal of 500€ and I could make it, I made the withdrawal on 20/03/25, which is still pending, and the others fell into the account immediately.

I went back to the chat today to ask for clarification as to why the withdrawal was pending and was once again informed that an email had been sent to me on 20/03/25 stating the following:

"Your game session has been sent to the game provider for verification. As soon as we receive an answer from the game provider about your game session and your bets, we will notify you immediately by e-mail.

The review of your withdrawal request has been postponed until the game provider provides an official response.

The review will take between 3 and 14 working days.

Thank you for contacting our Support Service"

I mean, at first I made the withdrawals without any problem, now that I'm angry and feel wronged by their policies and anti-gambling, they're already making trouble.

That's why I'm asking casino guru to help me resolve this situation.

Thank you

Boa tarde, inscrevi-me recentemente neste casino em que fiz alguns depósitos e ganhei alguns bons prémios.

Posto isto fiz um levantamento no dia 14/03/25 de 1000€ e em segundos estava na minha conta bancária, tentei fazer um outro e dizia que tinha atingido o limite semanal de levantamento.

Fui ler novamente os termos e condições em qual dizia o ponto 6.11.

De acordo com o ponto 6.11 dos termos, o limite máximo de levantamento é de 10.000€ por dia e 50.000€ por mês, salvo acordo em contrário. No entanto, na minha conta, onde o saldo era de 5.800€, apenas consegui realizar dois levantamentos de 1.000€ como referi no dia 14/03/25 e outro se 1000€ no dia 17/03/25, a seguir tento levantar mais e apresenta a mensagem de erro que atingi o limite semanal.

Além disso, sendo nível 10, deveria poder levantar 1.500€ por dia é o que apresenta no estatuto VIP, não apenas 1.000€ por semana, o que demonstra um erro da vossa parte.

Entrei em contacto com o chat online, em que apenas me dizem que tenho de enviar email para kyc@rioace.com ou para o support@rioace.com, foi o que fiz, enviei um monte de emails a pedir esclarecimentos e nenhuma resposta obtive, ao que parece a Google(gmail) bloqueio os emails vindos do domínio do rioace.

Lá entrei novamente em contacto com o chat e depois de muita insistência, lá me reencaminharam a resposta que me tinham enviado e eu nunca recebi.

A alegarem o ponto 6.15 que anula o 6.11, que diz o seguinte:

"Termos de Serviço (Seção 6.15) estabelecem que o cassino determina suas próprias condições de pagamento e retirada de fundos, incluindo os valores mínimos e máximos, com base em vários fatores, como método de saque, status da conta e nível de atividade. No momento, seu limite de saque está definido em €1.000 por semana.) ( resposta deles)

Eu respondi, tudo bem, se queriam assim, podia levar um mês a levantar os meus fundos mas não iria jogar nem mais um cêntimo.

No entanto disseram me no chat que tinham desbloqueado mais um levantamento de 500€ e podia fazer, fiz o levantamento no dia 20/03/25 , ao que ainda está pendente, sendo que os outros caíram na conta de imediato.

Voltei hoje ao chat para pedir esclarecimentos do porquê estar pendente o levantamento e foi me mais uma vez informado que tinha sido enviado um email para mim no dia 20/03/25 a informar o seguinte:

"Sua sessão de jogo foi enviada ao provedor do jogo para verificação. Assim que recebermos uma resposta do provedor do jogo sobre sua sessão de jogo e suas apostas, nós o notificaremos imediatamente por e-mail.

A análise de sua solicitação de saque foi adiada até que o provedor do jogo forneça uma resposta oficial.

A análise levará de 3 a 14 dias úteis.

Obrigado por entrar em contato com o nosso Serviço de Suporte"

Quer dizer, no início fiz os levantamentos sem problema nenhum, agora que me revoltei e sinto injustiçado com as políticas e anti jogo deles, já estão a arranjar problema.

Venho por este motivo, pedir ajuda ao casino guru para me ajudar a resolver esta situação.

Obrigado

Dear Ferrao93,

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.

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, please, let us know and we will intervene and try to help you.

• Regarding the withdrawal limit set to your account, could you please share your discussion with casino support regarding the issue with me? Send this information to my email at tomas@casino.guru for review.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Good evening,

The point of the complaint is that I won a great prize, I made two withdrawals of 1000€ and they fell into my account in seconds, one on a Friday and the other on a Monday, as their policies are misleading, I asked support why?

Their answer was, by implication, that there are no policies at all because they change them as they wish.

In response, I said I wouldn't play another penny in that casino.

After my response, they decided not to let me withdraw any more funds and to have the gaming provider analyzed.

Since you don't play anymore, we're going to make it difficult for you to withdraw your funds, and the proof is there.

However, I have already saved myself with a printout of the winnings, the balances deposited and withdrawn.

Boa noite,

Aqui a questão da reclamação, é que eu ganhei um grande prêmio, fiz dois levantamentos de 1000€ e caíram na minha conta em segundos, um numa sexta feira e outro numa segunda-feira, como as políticas deles são enganosas, questionei o suporte do porquê?

Sendo a resposta deles, subentendida, que afinal não há políticas nenhumas porque eles alteram como querem.

Em reação a isso, disse que não jogava nem mais um cêntimo naquele casino.

Após a minha resposta, decidiram por bem não deixar levantar mais fundos e fazer uma análise ao provedor de jogo.

Como quem, não jogas mais, vamos dificultar-te a vida para retirar os fundos, e a prova disso está á vista.

No entanto já me salvaguardei com o print dos ganhos, dos saldos depositados e levantados.

Good afternoon,

The massacre has begun, now they've gone beyond the ombudsman's review, they're asking for bank proof, after my account has been verified.

I've just sent the bank statement, what's the next excuse going to be, the address statement isn't valid?

Please help with this situation.

Thank you

Boa tarde,

Começou o massacre, agora já ultrapassaram a revisão do provedor, estão a pedir comprovativo bancário, depois da minha conta estar verificada.

Acabei de enviar o comprovativo bancário, qual será a próxima desculpa, o comprovativo de morada que não é válido?

Por favor, ajudem com esta situação.

Obrigado

Thanks for the continuous updates, Ferrao93.

• Were your documents approved?
• Has the casino resumed your payouts?
• If the issues persist, please forward the recent communication between you and the casino to support your complaint. Send the information to my email at tomas@casino.guru

Thanks for your cooperation, and I apologize for the inconvenience.

Good evening, the casino validated the documents, reduced the amount of withdrawals to 500 each time and now it always says I've reached the monthly limit! It's impossible! I just want to get my money out of there and never come back. Please! At the moment I have €3,000 outstanding. But they won't solve anything. They apply the policies the way they want.

Boa noite, o casino validou os documentos, reduziu o valor de levantentos para 500 de cada vez e agora diz sempre que atingi o limite mensal! É impossível! Só quero tirar o meu dinheiro dali e nunca mais voltar. Por favor!! Neste momento tenho 3000€ pendentes. Mas não vão resolver nada. Eles aplicam as políticas como querem.

Please send me screenshots confirming how much you were able to withdraw from the casino and the communication in which you received the justification was you reached your withdrawal limit for the month. Send the information to my email at tomas@casino.guru

Dear Ferrao93,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.