RioBet Casino - El jugador afirma que el pago se ha retrasado.

Hello, I'm here to complain about Riobet. They confiscated my balance and said they wouldn't pay me. The attendant said I violated the rules, as per the attached screenshot.

I created an account on the site and went through KYC verification.

I only made one bet on the site, won, and requested a withdrawal. Since the withdrawal took longer than the 24-hour payment limit, I contacted the chat and the attendant Konstantin gave me this sad news.

I would like CassinoGuru to help me get at least my deposit back, which the house refuses to give me back.

It's absolutely absurd to claim that I violated the rules. I only made one bet and had this sad experience with Riobet.

Dear raqueldeassis,

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 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.

In fact they confiscated my entire balance saying that I violated the house rules and said they will not pay me.

Dear raqueldeassis,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. The following information was received from colleagues: the provider noticed similar bets on other projects. However, after another conversation with the provider's risk management, we decided to return the deposit in this case, while maintaining the player's ban.

Здравствуйте. Информация от коллег поступила следующая: провайдером были замечены подобные ставки на других проектах. Однако после ещё одной беседы с риск-менеджментом провайдера мы приняли решение о возврате депозита в данном кейсе, с сохранением бана игрока.

Hi, I would like to know how I will receive my deposit balance? Since nothing has been deposited into my bank account yet. I try to access the Riobet website and it gives me the message that my account is blocked.

Hello. The funds on your balance have been unblocked. You can create a request for payment (we recommend to a cryptocurrency wallet) and our payout department will approve the withdrawal for the amount of your deposit.

Здравствуйте. Денежные средства на балансе разблокировали. Вы можете создать заявку на выплату (рекомендуем на криптовалютный кошелёк) и наш отдел выплат одобрит вывод на сумму вашего депозита.

Hi, I'm trying to withdraw and the message shown in the image below appears saying "Withdrawal is not available. Please contact online support"

Hello. Try to withdraw now. The payout department advised to withdraw funds to cryptocurrency, since the Pix method does not work yet.

Здравствуйте. Попробуйте сейчас вывести. Отдел выплат посоветовал на криптовалюту выводить средства, так как метод Pix пока не работает.

Dear raqueldeassis,

Please try to use the advised payment method and let us know the outcome.

Regards,

Nick

Dear raqueldeassis,

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,
Nick
Casino.Guru