RioAce Casino - La cuenta del jugador se ha cerrado inesperadamente.

My account was suddenly closed while I was going through the identity verification process at the casino.

I haven't made a deposit yet, but I received an email from the casino explaining the reason.

No clear reason was given for the account closure.

I think this account closure is unfair.

File a claim.

カジノでの本人確認の手続きをしている際に突然アカウントが閉鎖となりました。

まだ入金前ですが、カジノからはメールのやり取りで理由を聞きましたが、

アカウント閉鎖の明確な理由が提示されず、

今回のアカウント閉鎖を不当と考え、

クレームを提出します。

Hello miki0610,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RioAce Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account during process.

Looking forward to your answer.

Regards,

Nick

Thanks for reply.

・Identity verification takes about a week

- Driver's license and selfies accepted

・My government-issued address verification document was not accepted.

1) My address and name are written in kanji on the address verification document, but I wrote my address in roman letters when registering, so was it not accepted?

② Due to marriage, the surname on the front of the driver's license will be the previous one, and the surname change will be noted on the back.

I obtained the address verification document after changing my last name.

・A few days ago, I received an email from the casino stating that the site would be closed due to violation of clause 7.3 of their terms of use.

Since I hadn't even played or done anything yet, when they tried to verify my identity, they unilaterally closed my account, not knowing if it was because I couldn't read kanji or because my last name had changed.

返信ありがとう。

・本人確認は1週間ほど

・運転免許証とセルフィーは承認済み

・住所確認書類が政府発行でしたが、受け入れられませんでした。

①住所や名前が住所確認書類には漢字表記ですが、登録の際の住所はローマ字で記入したため、受け入れられなかったのか？

②結婚により運転免許証の表面の苗字は変更前で裏面に名字変更の記載があります。

住所確認書類は名字変更後に取得しています。

・カジノからは数日前に利用規約の7.3に該当するため閉鎖するとメールの文章にはありました。

まだプレイも何もしてない状態でしたので、本人確認の際に、漢字が読めないことや名字が変わったことが原因かもわからずに一方的にアカウントが閉鎖されています。

Hello miki0610,

Basically, if you had no real money balance on your casino account, they can block your account without any specific reason given.

I would simply advise to join a different casino. You can try to browse some of our most recommended: https://casino.guru/top-online-casinos

Unfortunately, due your account being empty, the casino has no reason to explain anything as it is their right to block any player.

We will be now closing the complaint.

Best regards,

Nick