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to the complainant: Complaint title (Withdrawal delayed): RioPlay - Unjustified withdrawal delay on verified account Complaint text: Dear CasinoGuru! I would like to file a complaint against RioPlay casino because my Skrill withdrawal of HUF 17,515 has not been processed for 11 days and my entire account balance of HUF 60,080 has been blocked, so I can't play. At the casino's request, I submitted all the necessary personal documents and the official proof of ownership of my Skrill account, which was officially accepted and approved in the casino's system (KYC completed). The casino's Security Department explicitly and in writing guaranteed by email on June 24 that my withdrawal would be processed. Despite this, the money has not been transferred to this day, and since then they have only been stalling for time with automated, meaningless template messages referring to "internal review". I was previously suspected of having a double account, which is not true, as this is my only profile and the payment instrument is in my own name. Since my account is fully verified, the withholding of the payment and the blocking of my balance are completely unjustified. I ask for CasinoGuru's help in publicly investigating the matter and getting my money paid out.

panaszbejelentőjébe:Panasz címe (Kifizetés húzzák ):RioPlay - Unjustified withdrawal delay on verified account Panasz leírása (Complaint text):Tisztelt CasinoGuru!Panaszt szeretnék benyújtani a RioPlay kaszinó ellen, mert a 17 515 Ft értékű Skrill kifizetésemet 11 napja nem teljesítik, és a teljes 60 080 Ft-os számlaegyenlegemet zárolták, így játszani sem tudok.A kaszinó kérésére minden szükséges személyes dokumentumot és a Skrill számlám hivatalos tulajdonjogi igazolását is beküldtem, amelyet a kaszinó rendszerében hivatalosan elfogadtak és jóváhagytak (KYC teljesítve).A kaszinó Biztonsági Osztálya (Security Department) június 24-én e-mailben kifejezetten és írásban garantálta, hogy a kifizetésem feldolgozásra kerül. Ennek ellenére a pénzt a mai napig nem utalták el, és azóta kizárólag automatizált, semmitmondó sablonüzenetekkel húzzák az időt "belső felülvizsgálatra" hivatkozva. Korábban dupla fiókkal is gyanúsítottak, ami nem igaz, hiszen ez az egyetlen profilom, és a fizetési eszköz is a saját nevemen van.Mivel a fiókom teljesen hitelesített, a kifizetés visszatartása és az egyenlegem zárolása teljesen indokolatlan. Kérem a CasinoGuru segítségét az ügy nyilvános kivizsgálásában és a pénzem kifizettetésében.

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Dear GulyasBianka,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear GulyasBianka,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla