RioBet Casino - El retiro del jugador se retrasó debido a una investigación de apuestas.

Another attempt to resolve my problem with riobet, I hope casiguru can help me, it's been 15 days and I still haven't received an answer about my problem, they still claim that they have no information or response from the provider and that my bets still haven't have been investigated, there is no way to believe this argument for so long I need my money, it seems to me that they are stalling so as not to pay my winnings, I have been waiting since 04/13/2024 for my problem to be resolved

Dear netoflausino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that the casino is reviewing your game history before processing the withdrawal?
• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?

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

Best regards,

Kristina

I have already made several deposits and some withdrawals before, my account has not been needed yet but as soon as it is I will send my documents

Ja fiz varios depositos e alguns saques antes, minha conta nao foi necessario ainda mas assim que for eu envio os meus documentos

Thank you for your reply, netoflausino. Did you accumulate your winnings with or without an active bonus? Could you please advise if you currently have access to your casino account? If yes, please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Could you please advise if you played with a bonus?

From the beginning I played without a bonus, just looking at my deposit history I made several deposits when I lost everything, well, when I had a winning streak they said they wanted to check my bets

Desde o começo joguei sem bonus, só olhar meu historico de deposito fiz varias depositos quando perdi tudo bem, quando tive um sequencia de ganhos disseram que queriam averiguar minhas apostas

Thank you very much, netoflausino, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, netoflausino!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We have decided to extend the timer because it seems like we are beginning to establish the contact with the casino.

So far nothing, it seems that you want to defend the casino at all costs, it still remains the most recommended in casiguru, this is unacceptable!

Até agora nada, parece que vocês querem defender o cassino a todo custo, ele ainda continua como o mais recomendado na casiguru isso é inaceitável!

netoflausino, we have an ongoing communication with the casino through other means, so I ma extending the timer for 7 more days. Thank you for your patience and I hope that your issue will be resolved ASAP!

You only do this and you can see that you are subject to the will of the casino and not the correct justice, I have already been waiting more than 2 months for my problem to be resolved.

Vocês só fazem isso da pra ver que estão submetidos a vontade do cassino e não a justiça correta, já estou esperando mais de 2 meses para que meu problema seja resolvido.

Please ask the casino for some proof that they are really trying to talk to the provider, I have been waiting for more than months for my problem to be resolved

Por favor peçam ao cassino alguma prova de que eles estao realmente tentando falar com a provedora, ha mais de meses espero pela resolução do meu problema

netoflausino, have your issue been resolved by any chance?

My problem is still not resolved

Ainda meu problema não foi resolvido

Please stop postponing my complaint and help me solve my problem!

Porfavor parem de postergar a minha reclamção me ajudem a resolver meu problema!

Hi, netoflausino! The casino has messaged me that you are now free to make any withdrawals from your account.

I haven't been paid yet, I'm waiting...

Ainda nao fui pago estou esperando...

Hello again,

The Casino Guru service is not part of the Riobet platform, and is not a relevant source of information for your case. Your account is still under review, and when this situation changes you will be notified.

this was the message I received from support, I hope they are wrong

Olá novamente,

O serviço Casino Guru não faz parte da plataforma Riobet, e não é uma fonte de informações relevante para seu caso. Sua conta segue sob análise, e quando essa situação se alterar você vai ser notificado.

essa foi a mensagem que recebi do suporte, espero que eles estejam enganados

I got paid, thank you riobet and casiguru

Fui pago, obrigado riobet e casiguru

Hello, netoflausino!

Well, we are not a part of the Riobet platform, but when we provide any information, we just act as an intermediary between the player and the casino, therefore, the information you have learned here was provided by the casino itself, just to clarify the situation.

Nevertheless, I am happy to hear you got your funds paid out. Do not hesitate contact us if you will ever got any problems with any casinos in the future! I will now mark this case as resolved, thank you!

Pavel K

Casino Guru Team