Complaint #8 RioAce Casino

Unfair Cool-off period

By JAMESON2

5 months ago

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.

Disputed Casino RioAce Casino

Reason Delayed payment

Amount €3469

Discussion

AskGamblers

• Support Team

4 months ago

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, RioAce Casino management failed to provide reasonable justification and/or solid evidence regarding Responsible Gambling tools.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

RioAce Casino

• Representative

4 months ago

Dear all,

We confirm that the case is currently under internal review, with particular attention to the responsible gambling aspects raised in the complaint. We remain in contact with the AskGamblers Complaint Team and will provide a further update once this process is concluded.
Thank you for your patience and understanding.

Best regards,
RioAce Casino Team

AskGamblers

• Support Team

4 months ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the RioAce Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

RioAce Casino

• Representative

4 months ago

Dear AskGamblers Team,

We have replied to your latest message via email.

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

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

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.

Resolved

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