Complaint #9 RioAce Casino

Doesn't reply to my emails and doesn't give me option to request a withdrawal

By Darko R.

5 months ago

Hi everyone,

I’m reaching out because I’m having a serious issue with a casino that seems to be dodging me after I made a deposit and played for a bit. I’ve used other sites like Bet365, Stake, Rooobet, and Rainbet without problems, but decided to try this casino after seeing an ad and hearing good things from a friend. They even offer good bonuses, especially for sports betting.

So, I deposited €290 via Skrill on [insert date] to place some sports bets and activate their 100% welcome bonus. Everything was fine at first, and I was enjoying both the sports betting and the casino games. But then, I got an email from them on December 2, 2025, saying:

"Your gaming session has been sent to the provider for review. As soon as we receive a response from the provider regarding your gaming session and bets, we will notify you immediately via email."

It’s now December 29, 2025, and 27 days later (18 working days), I still haven’t heard anything. This is WAY past the promised 14-day review period.

I contacted their live chat today, and they just told me to email them. I did that, but no response at all.

Right now, my balance is €1480 (with €1000 in the safe box and €480 in my active balance). The problem is, they won’t let me request a withdrawal. I really need this money since I was planning to use it to buy a car.

I’m getting really frustrated and worried about my money. If anyone has had similar issues with this casino or knows how to get their attention, please let me know. Any help would be appreciated!

Thanks in advance.

Disputed Casino RioAce Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

4 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that RioAce Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

RioAce Casino

• Representative

4 months ago

Dear AskGamblers Team,

As requested, we have sent a detailed explanation of the case along with supporting documentation and evidence to your team via email. Please kindly review the information provided and let us know if any additional clarification is required.

Kind regards,
RioAce Casino Team

AskGamblers

• Support Team

4 months ago

Dear RioAce Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

RioAce Casino

• Representative

4 months ago

Dear AskGamblers Team,

We would like to provide a final update regarding this complaint.
The integrity investigation concerning the player’s account has now been completed. The review identified coordinated betting activity and internal technical indicators linking the account to other accounts, which constitutes a breach of the casino’s Fair Play and Security rules as outlined in the Terms and Conditions (including sections related to collusion, syndicate activity, fraudulent or irregular use of the service, and linked accounts).
As a result, a final decision has been taken to permanently close the player’s account and confiscate the associated balance in accordance with the applicable T&C. The player has been formally notified of this outcome.
Due to security and integrity reasons, we are unable to disclose detailed internal indicators publicly. However, should the AskGamblers Team require any additional clarification or supporting information, we will be happy to provide the relevant evidence directly for review.
We therefore consider this matter resolved from the operator’s side.

Best regards,
RioAce Casino Team

RioAce Casino Complaint Stats

Resolved 2 / 3

Avg. Amount $1,647

Avg. Complaint Duration 29 days

Avg. Response Time 2 days

RioAce Casino Complaints

See all complaints for this casino

Unfair Cool-off period

Some time ago I registered at RioAce and made several substantial deposits (4,000 EUR per day), and later another 3,000 EUR per day.

When depositing, everything works smoothly, however withdrawals are extremely problematic.

The casino’s Terms and Conditions state that it is possible to withdraw up to 5,000 EUR per day, yet for some reason I am being subjected to significantly lower limits.

When asking for clarification, I was redirected to [email protected]. I was told that according to the Terms the casino can apply any limits it wants, and that my personal limits are allegedly:

• 500 EUR per day

• 1,500 EUR per week

• 3,000 EUR per month

In my opinion, this is completely unreasonable. The company is clearly abusing the situation and hoping that the funds will eventually be lost.

I also attempted to set a cooling-off period, however the only option offered by RioAce is one hour.

I feel like a hostage to this situation. The company is deliberately delaying withdrawals to the maximum extent.

My RioAce email is the same as here: < removed >

I can provide all communication with the casino if needed.

Unresolved

€3,469

Verification Wallet

Hello AskGamblers

RioAce Casino is refusing my verification and further withdrawals, there is still a balance of 749.53 to be paid out.

I have already received withdrawals; as you can see in the picture, I have submitted all documents, including live verification. I am fully verified. Before the current withdrawal, RioAce Casino asked me to make a live video of my screen with my crypto wallet showing the deposits and the registered name of the owner. I have created a video.

I use Exodus as my wallet. I clearly proved in the video that it is my address and also showed the deposits. Unfortunately, Exodus is a software wallet that does not provide for registration by name. I have tried several times to explain to the support that this is technically not possible because it is not provided for by the program.

Unfortunately, I continue to receive the same requests and RioAce uses this technical impossibility to avoid having to pay my winnings.

I am also happy to provide the video.

I hope you can help me with this customer fraud.

Resolved

€750