RioBet Casino - Las ganancias del jugador son confiscadas sin motivo alguno.

I deposited 80 Solana into this casino and ran the balance up to 263 Solana and a bit to spare. All in about $35,000 CAD. The first thing they told me after winning is that my account is under review. I thought thats a bit weird but sure I guess its standard proceedure when you win a large amount. After 4 days of waiting they send me this message: "The provider has supplied us with information and evidence regarding the illegitimacy of the winnings. Unfortunately, this is internal information and cannot be disclosed.

You may withdraw the funds currently in your account. Following the withdrawal, your access to our services will be terminated.

In accordance with Clause 9.2.5, we reserve the right to withhold winnings or bonuses obtained as a result of a violation of the Rules". So now I'm being accused of breaking the terms and conditions. I ask them if there's any proof or anything to point me in any direction of fixing this and thye simply reply with teh exact same message refusing to provide any proof of these bogus claims. I asked if i could see any evidence of the gaming provider (Pragmatic) reinforcingb these claims and they said that they do not have to and that it's private. Well I'm so glad that my $25,000 being stolen from me for a made up reason is considered private and somehow im supposed to be ok with this. They returned my initial balance and told me im not longer welcome which is funny because it's not like i would ever play here again. I want all the money i legitematly earned. Please pressure Riobet to provide literally any proof of any cheating or rigging of any games because i promised there will be no proof and i believe riobet is lying and this is simply an individual claim that they made so they could steal my money. because no gaming provider as legitamate as Pragmatic would pull something like this without a thrurough explaination. I also ask that if this issue persists for long enough that i be compensated for my troubles. I've provided screenshots as evidence for my situation and you can clearly see in the screenshot a withdraw that was not made by me listed as fraud in the amount of 193.5 Solana that dissapared from my account staright back to them. You can also see the support chats telling me that my profits were taken for not following the terms and conditions and clearly decide to provide no proof to back these claims.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RioBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• If there is any further evidence, it can be submited as screenshots here or sent to my email at tomas@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I was a player at this casino for about 4 days before getting notified about my funds being confiscated.

I accumulated my money on a mix of live games and slots (both which were pragmatic games)

no bonus was used whatsoever at any point.

no more evidence at the moment but will continue to update you if there is.

thank you

Thanks for your reply.

Could you please specify which live games you played?

Which games contributed most to your winnings?

Thanks in advance for your cooperation.

The only love games I played were blackjack.

as for the most winnings. Those came from mainly blackjack and maybe 20 percent on a couple big wins on slots.

Hello.

We've re-checked your account information. This decision was made not based on the casino's internal assumptions, but rather on the results of an investigation by gaming provider Pragmatic Play.

During the investigation, the provider identified signs of gameplay strategies that violated the established rules, specifically card counting and mathematically advantageous strategies. Based on the information received from the provider, measures were taken against the account in accordance with Section 9.2.5 of the Rules.

Your deposit amount has been returned to your balance and is available for withdrawal. Any winnings that were found to be in violation by the provider have been annulled.

The investigation materials contain internal information and cannot be made publicly available. However, we are willing to provide supporting documents to the Casino Guru administration for review of your complaint.

Здравствуйте.

Мы повторно проверили информацию по вашему аккаунту. Решение было принято не на основании внутреннего предположения казино, а по результатам проверки со стороны игрового провайдера Pragmatic Play.

В ходе проверки провайдер выявил признаки использования в игре стратегий, нарушающих установленные правила, в частности подсчёта карт и математически выгодных игровых стратегий. На основании полученной от провайдера информации к аккаунту были применены меры в соответствии с пунктом 9.2.5 Правил.

При этом сумма вашего депозита была возвращена на баланс и доступна для вывода. Аннулирована была сумма выигрыша, в отношении которой провайдером были выявлены нарушения.

Материалы проверки содержат внутреннюю информацию и не могут быть опубликованы в открытом доступе. Однако мы готовы предоставить подтверждающие документы администрации Casino Guru для рассмотрения жалобы.

Thanks to both parties for your replies.

Dear gerryTom,

Could you please clarify whether you played at one table or at several tables when playing blackjack? Could you please clarify how long your winning session took?

Please let me know.

I mean yeah I switched tables because I hate that cut card and shuffling and also some tables just don’t go your way so you leave just like anyone does. This is still crazy that this is even a situation right now. The gaming provider didn’t tell them anything at all and I know they have no proof. Pragmatic is legitimate and always has been but Riobet has 0 proof of any of their claims. Please make them provide any proof at all other than just saying the gaming provider told us because that isn’t proof. This is a big amount of money and it’s not some funny joke to just take it away out of greed. I played the game and won and now I don’t get my money.

I remember I winning session lasting maybe 2 hours tops maybe less and it takes a good 3-4 minutes for each hands so my session was probably around 90 minutes long with 30ish rounds played.

Dear gerryTom,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas