RioBet Casino - Hráč si nemůže vybrat své výhry.

Registered RIOBET casino on 11.07.2002 and did total 9 deposits and 3 cashouts to 31.07.2022 having no issues with casino (except long withdrawal time always more than 24hrs yet promised 'few minutes in average' by casino).

On 31.07.2022 my balance was 0, means all the issues between me and casino were cleared (basically there were no any). Same day on 31.07.2022 I did one more deposit of 1500usdt lost it all and made yet another of 1000 usdt on 01.08.2022 so the total deposits were 2500usdt. After that I ran few successful rounds on blackjack (evolution) and break even having 2513.96usdt on my account. Thus got only +13.96 usdt as winnings and decided to withdraw all. 

I made withdrawal request of 2513.96usdt on 02.08.2022. After 24hrs I got verification request, so I sent all documents as was requested. In another 24hrs money still not got to my wallet so I asked online chat what is the problem. Online chat confirmed verification passed, payment confirmed and passed to payment processor so I have to wait for payment to arrive. In another 24hrs I asked again and got same answer. In yet another 24 hrs on 06.08.2022 I insisted to explain what's going on and I was adviced to clarify via tech support by using in-casino messaging system by openning ticket. So I did.

On 06.08.2022 I was announced that some chekup by game provider in prgoress and no payment will be processed until it's over. And I can see in my game history WHY. That I didn't understand but had to wait. So at least this was the THIRD reason of delaying the payment (first verification, then payment agent delay, then suddenly provider chekup).

The answers of tech support are not clear, inconsistent and sometimes rude. No any terms of finalising such checkup announced. Only I was told it takes 'few working days'. For now I'm waiting 'few working weeks' and casino representatives only say they cannot be of any help waiting answer from game provider holding my deposits. So I have to wait for something for some underfinite period of time. 

This is no correct behavior from casino side. All checkups shall have reasonable timeframe, shall you fail to complete procedures whithin this time you have to admit that all was fine and just release the money. Otherwise I can wait forever.

Until now 22.08.2022 (20 DAYS) the situation is not resolved, access to games now blocked (and to evolution games history, yet it was screened). No clear answers provided. Casino refuses to pay balance! Account balance at the moment 2529.81 usdt.

Shall you need any screenshots let me know what kind of information you need.

Dear playbj,

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. Have you accumulated your winnings with or without an active bonus? Do I understand correctly that Evolution is the game provider doing the gameplay check?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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

Hello Kristina,

During the game I used only my own cash funds. No any kind of deposit bonuses were used. Also I activated some free-spins bonus codes (5 times) found in official casino telegram channel aquired about 50 usdt in total. But in accordance to bonus rules this funds were locked until wager is completed so this funds were never used for betting.

I played only Evolution game provider games blackjack mostly and few roulette betting rounds. So casino announced that this provider performs gameplay check but I don't have any evidence on that.

From what I know Evolutuion have a 21-days rule (as maximum) for performig such checks but I don't know exact date when it was started. I was informed on 06/08/2022 only. But it's strange casino don't lnow about that and never infomed me on the time-frame.

I will send relevant communication between me and casino via email.

Thanks

Thank you very much playbj for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi playbj,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite RioBet Casino to the conversation to participate in the resolution of this complaint.

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’.

The casino it totally not cooperative only saying this is performed by game provider but for some reasone don't say it in public. Obviously this is not true as no gameplaycheck can last fo 1.5 month especially if we talk about 200 hands. Casino providing only irregular irrelevant answers. They never contacted me first, I got no any excuses from them. 

For 15.09.2022 access to games still blocked, no withdrawal possible. The money was unlawfully withheld by casino. Casino ignoring casino.guru (I warned them that I will file a complaint, informed that it was done and informed them that they have less time for answer). But still they don't answer. Yet they have casino.guru logo on the first page that is misguiding. Absolute disrespect.

Also on the front page stated that average payout time is less than 4 hours that is lie. Read the comments - everyone is complainng on extremely long cashouts. My three successfull cashouts took more than 24hrs each. So "4 hours in average" just can't be the truth. 

I'm waiting cashout since 02 AUGUST 2022. This kind of casino just can't be of 'perfect reputation'. For some reason you put this on the very top line (this is the first casino I see in the list of recommended). Is this your truly recommendation?

You must substantially decrease the reputation of this garbage casino to let other players know the truth at least I paid 2500 USD to clarify this casino 'reputation'.

Hi playbj,

I'm still trying to get a response from the casino by Skype. I will get back to you as soon as there's a reply.

Hi playbj,

I got some responses from the casino. We will discuss the issue internally and I will get back to you.

Hi playbj,

We need a few more days to discuss the situation with the casino. I will keep you updated.

Hello, Peter

I would like you to comment the situation finally. Casino never appeared in thread, not contacts me on the matter, not comments the situation. Rejects to pay balance, rejects to return me my deposits. Just dead silense. No accusations raised not in public not in private. They just hold the money for TWO month and that's it. You can extend timer yet again and again. 

Since 02 AUG 2022 access to games blocked and no withdrawal possible with no reason. The money is not withheld but stolen.

It's time to finalize the case.

Regards

Hi playbj,

We received information that the casino will let you withdraw your winnings but will restrict you from further play. Can you confirm this?

Hello,

Indeed, today I got short message from casino finally stating 'Hello. You can apply for a withdrawal'. That's all I have from them for 1 month. Ok, I applied for withdrawal, they say ir takes upto 24hrs. Will update you when I got the transaction.

Regards

That's good news. I will set the timer to 7 days and hopefully you will have received the winnings by then. Let me know

Hello,

I received the payment. This became possible only due to the participation of the Casino.Guru as an intermediary in the negotiations. Casino was absolutely not cooperative. Unfortunately, the position and behavior of the casino leaves questions and regrets. I didn't get any clear comments from them on the matter. They also did not comment on the situation that access to the games remained closed. This is only according to the representative of the Casino.Guru. Although I have no desire to continue playing in this casino.

I would like such casinos not to appear on the first line in the list of recommended casinos. In general, the casino deserves to be in the top 20, but this is not number 1 definetely.

Thank you for the help!

Regards!

Thank you playbj for the update.

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter