RioBet Casino - Os ganhos do jogador foram confiscados.

Hello, I registered on the site about 15 days ago, I also did verification. I have not used bonuses and have only played blackjack. First I made one deposit of $200 which I lost, then I made one deposit of $300. I won and made one withdrawal of $500, after a few days of playing I had $1200 in my account. I requested a withdrawal which was denied. I contacted them and they told me I was using a forbidden strategy and they confiscated my entire $1200 profit.I think it is extremely unfair that they are confiscating my money.

Dear stoyanstoyanov990,

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 share the details of the accusations made against you?
• How would you describe your gameplay in the casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Hello, I sent you an email with my communication with the casino.

They don't give me any explanation, just that I'm using a forbidden strategy.

I play normally with basic game strategy, double the bet when I have 11, split aces and other basic game stuff.

Thank you very much, stoyanstoyanov990, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 stoyanstoyanov990,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Hello stoyanstoyanov990,

I am very sorry that the casino didn't respond yet.

I am trying an alternative way to contact them.

Dear stoyanstoyanov990,

The casino is handling your case and I anticipate receiving updates soon.

Dear participants in the discussion, unfortunately, the player used the prohibited strategy "Wonging" in the game, this was revealed by Evolution specialists. According to the rules and conditions of the casino, gaming strategies that give an advantage over the casino are prohibited, and if they are used, the casino has the right to block the corresponding accounts and withhold all funds and bonuses.

Dear Riobet Casino representative, 

Please send supporting evidence to matej@casino.guru.

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.

Dear Matej,

We have sent supporting evidence to your email.

Dear Riobet Casino representative,  

I requested further evidence concerning this case.

Thanks

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.

I have received the evidence but need more details. Please review my requests in the email and respond. 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.

Dear stoyanstoyanov990,

Unfortunately, we need to wait for key evidence in this case. The casino has informed me that they have submitted a request to the game provider. While we await their response, I will classify the case as "waiting for regulator decision" since we do not have a specific category for waiting for evidence.

Dear Riobet Casino representative,

Please reopen the case or inform me via email once the game provider responds.

Thanks.

We’ve reopened this complaint at the request of stoyanstoyanov990. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear stoyanstoyanov990,

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.

Unfortunately, we cannot proceed without cooperation from stoyanstoyanov990. I am closing the complaint again with the status: "waiting for regulator decision."

Dear stoyanstoyanov990,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear stoyanstoyanov990,

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.

Good afternoon, the casino has not contacted me, I open their site to check if there is any balance, but it is still missing. Quite dishonest from the casino!

Hi stoyanstoyanov990,

Any update from the regulator? Could you forward me the message you sent them?

I didn't contact the regulator, last time you said that:

Unfortunately, we need to wait for key evidence in this case. The casino has informed me that they have submitted a request to the game provider. While we await their response, I will classify the case as "waiting for regulator decision" since we do not have a specific category for waiting for evidence.

What told the game provider to the casino. I was just played blackjack, casino don't want to pay me.

Dear Riobet Casino representative,

Have you received any updates from the game provider?

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.

Hello. We are clarifying the information, we have not received a response yet.

Здравствуйте. Мы уточняем информацию, нам ещё не ответили.

Dear Riobet Casino,

On 6.9.2024, you stated you would contact the game manufacturer regarding gameplay details. It has now been 216 days. Are you still waiting for their response?

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.

Hello, dear Matej. We have requested information from the provider more than once, and finally waited for an answer. Please tell me, can I send the details to your email?

Здравствуйте, уважаемый Matej. Мы запрашивали у провайдера информацию не один раз, и, наконец, дождались ответа. Подскажите, пожалуйста, я могу отправить подробности на вашу почту?

Dear Riobet Casino,

Yes, please send the details to matej@casino.guru.​

Thank you.

Hello, dear Matej. Thank you for waiting. We have sent the information provided by the Evolution provider to your email.

Здравствуйте, уважаемый Matej. Благодарим вас за ожидание. Мы отправили информацию, предоставленную провайдером Evolution, на вашу почту.

Dear Riobet Casino Support,

Thank you for providing the gameplay logs. I apologise for the delay in my response, as I was attending a conference.

Upon reviewing the data, I concur with your assessment regarding player stoyanstoyanov990. The gameplay patterns suggest that the outcomes achieved may not be solely attributed to the player's individual skills.

Dear stoyanstoyanov990, if you disagree with our decision, you are welcome to contact the regulator. However, I assume the regulator will have access to the same data we used to make our decision.

Dear stoyanstoyanov990,

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,
Matej
Casino.Guru