Queja #5 RioAce Casino

Verification Wallet

Por Axel848AAa

hace 1 año

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.

Casino en conflicto RioAce Casino

Motivo Problemas de verificación

Cantidad €749.53

Discusión

AskGamblers

• Support Team

hace 1 año

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Axel848AAa

hace 1 año

Thank you I have received the payment.

AskGamblers

• Support Team

hace 1 año

Dear @Axel848AAa,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

RioAce Casino

• Representative

hace 1 año

Dear Axel848AAa,

Thank you for your cooperation throughout the verification process. We’re pleased to inform you that your withdrawal request in the amount of 400 EUR was successfully processed on 2025-04-08 at 06:22 UTC.

Best regards,
RioAce Casino Team

Estadísticas de quejas de RioAce Casino

Resueltas 2 / 3

Cantidad promedio $2,235

Duración media de quejas N/A

Tiempo de respuesta promedio N/A

RioAce Casino Quejas

Ver todas las quejas contra este 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.

Resuelta

€1,480

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.

No resuelta

€3,469