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Riva Poker - Withdrawal not processed for more than 13 days

RESOLVED
Complaint Info
Disputed casino Riva Casino
Reason Delayed payment
Posted on May 16, 2014

I made a winning at Riva Poker and made my withdrawal via Neteller on 5 February 2013,

I also received an email of withdrawal notification, the email stated that the process of my withdrawal will be validated within 96 hours. But until now (already 13 days) the withdrawal still yet to validate.

So far I never received any email updating me the status, I have check with the casino customer service, and I were informed that the withdrawal was pending processed by their payment agent, I ask her when can the withdrawal validate (as normal processing time is only 96 hours) and she said she can't confirm and ask me to wait until the payment agent email me to confirm withdrawal validated.

My username registered with tehm is P9R79662392.

Thank you.

Posted on February 18, 2013

Hello,

First of all, please allow me to assure you that Riva Poker takes all complaints very seriously and strives to solve them in the best possible way. Riva Poker is aware of the current complaint and the players’ case is currently under investigation.

Moreover, we have already e-mailed the player, kindly requesting him to provide the necessary details that would enable us to clarify his situation. For the moment, his withdrawal request is pending.

We take this opportunity to assure everyone that we always bear in mind the best interests of our players, which is why our main concern is to offer them a safe and fair gaming environment.

Regards,

Chris

Riva Poker Representative

AskGamblers
Posted on February 22, 2013

 Any updates here?

AskGamblers
Posted on February 26, 2013

Dear @zanudin,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

AskGamblers
Posted on March 2, 2013

 This complaint can be considered solved!

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