Waiting for my cashout for weeks

On 20th October 2019 an employee of Riviera Play manually made a withdrawal of my winnings totalling £1,210, confirmed below -

On Sun, 20 Oct 2019 at 13:08, Mathieu RivieraPlay wrote:

Hello.

We just made Withdrawal of 1210£ instead of you , now it will be the Verification withdrawal .If everything is validate , will let you know and how you will be paid.

on the same time , you can continue to play and try to win again.

Have a nice weekend.

Mat

The terms and conditions of payment state it will be paid between 2 and 12 days, which is an acceptable time to process.

However, It is now approaching one month and I have still not received the money.

I have sent numerous emails asking when the money will be paid, see below for a small number of these -

On Mon, 4 Nov 2019 at 10:59, <full name removed> wrote:

Where is this withdrawal??????

On Thu, 7 Nov 2019 at 10:06, <full name removed> wrote:

You have had the withdrawal since 20 October. It does not take nearly four weeks to process. You are purposely withholding my money and ignoring any emails that I have sent requesting an update.

As I have stated many times, this is being passed to my solicitors as you are fraudulently and purposely not paying out what is legally mine.

I have only one account open, so please don’t even try and use that as an excuse for still not paying out after almost one month. 

Furthermore, I have an additional £1250 balance which I am unable to withdraw because, as I have stated many times, there are no withdrawal options on my account. Again, another fraudulent action on your behalf preventing me to access my money.

I suggest that you manually process this as well as the other £1200 that I am still waiting for, and email me immediate confirmation accordingly.

Do not ignore my emails in future, each one is being filed and passed to the solicitor to show your lack of response and avoidance.

Regards.

Chris

Their online chat are never available, and the email address listed on their site is invalid.

Help !

I registered with Riviera Play on 11/09/19 and deposited £1000. I then won on a few roulette games and my balance currently sits at £4850. I went to withdraw my money on the cashier section and it stated I could only withdraw max £500 at present due there being withdraw limits on my account. So I went ahead and have a current pending amount of £500 requested on the 11/09/19.

On the evening of the 11/09/19 and next day 12/09/19 I decided to try and find out why I had limits set on my withdrawals via live chat. To my amazement there is never anybody on live chat and luckily on the off chance I managed to see someone called Mat connect late yesterday. He told me to send verification documents of ID, address and card details to < email removed >. I had already sent these earlier in the day to [email protected] but got bounce back emails form the address. This address is the only one they advertise on their website.

Mat emailed me back and stated that the documents were received and that it will take 48hrs to validate them and then a further 10 days to process the withdrawal I made of £500. He also stated that there was a software related issue as to why I had a withdraw limit of only £500 and that he sent a request to the tech team to fix it.

at rivieraplay

Thu, 12 Sep, 13:13 (1 day ago)

to me

Hello Ian,

Your documents have been received and will be validated by the next 48 hours by financial service.

Regards

Mat

RivieraPlay.com

Thu, 12 Sep, 16:58 (22 hours ago)

to mat

Hi Mat

Thank you for your email, I would really appreciate a bit of quickness put on this as its a large amount and I can currently only get £500 in 10 days of my balance due to the limit. I want this done asap so I don't have to wait another 10 days after that to withdraw the rest.

You state these things are in your terms and conditions yet I don't see anything anywhere on your site that gives information about where to send your documents or how long it takes to process them. So I dispute what you are saying. By the lack of customer service and not being able to get hold of someone at riviera play you are giving the impression off to customers that you are a fraudulent site.

Please update me at the earliest opportunity after 48 hours to state when I will receive my first withdrawal and at what point I can withdraw the remaining £3600. I will not accept having to wait weeks maybe months to withdraw my balance in £500 sections.

As I stated at minimum If I am not able to request a withdrawal for the £3600 in the next week I will be contacting your country's regulator. You state its a software issue then I expect you to correct it very quickly

Many Thanks

mat rivieraplay

Thu, 12 Sep, 16:29 (23 hours ago)

to me, [email protected]

Hello Ian,

According to our terms and conditions you accepted when joining, it takes two business days to validate documents and until 10 business days in order to send the first withdraw.

Regarding the withdraw limit it is a software issue, which depends on technical service. We sent them also a request and we hope to receive a feedback from them as soon as possible.

Be sure that once we have an update, you will get it straight after.

Regards

Mat

RivieraPlay.com

Today is the 13/09/19 and I have sent Mat numerous emails today to ask for an update on my verification and the removal of my withdraw limit. I have not had any response. Suspiciously there is yet again absolutely nobody on there live chat service and when I asked yesterday why this seemed to always be the case they suggested it was because the chat system was in beta version!

As I am talking about such a large amount of money and to see so many negative reviews of this company who I now see are not licensed any help to force this company to pay me my money would be much appreciated. I hope fingers crossed they turn out to be legitimate and stick to they're word but the facts remain that Riviera Play look very suspicious.

As its such a large amount and I if I am completely ignored in the next few days,weeks (as many customers on here have advised) I am getting ready to report this to the Curacao gambling regulator.

Any help would be much appreciated in this matter as I just feel utterly hopeless at the fact that I may have lost my deposit of £1000 and infuriated at there lack of communication and treatment of there customers

Thanks

Ian