Casino Del Rio

Having hard time with my account's verification

$369

Hello, this is more of an unusual complaint in the fact that casino del rio are not receiving my notarised ID or are choosing to say it is not there when it has been delivered !!! I have been trying to send them ID which has gone on for nearly 6 months now and this is the the third time they are saying they have not received this..I firstly sent the parcel signed for and it didnt get there, secondly I sent it global express and paid 62gbp for the pleasure and it got returned as the address did not state the casino name on it (as I was told NOT to state this when sending) so now a third time and over 200gbp down I have had confirmation that this was signed for by W.CASINO on 27/10/14 at 18.10pm obviously by winner casino who now owns casino del rio due to the new uk legislation. Del Rio/Winner still claim yesterday that after it being signed for in there offices nearly TWO WEEKS ago have still not received the items ??? I am growing increasingly frustrated with this casinos behaviour as I am at a loss what I can do when I have proof it has been signed for by the casino and they point blank refuse to admit they have it ??? please help me ask gamblers. I have attached proof of delivery as well. Jess.

Unresolved

Voided 12300 In Winnings

Hello, yesterday I won 12,300gbp on video slots and as in Casono Del Rio terms for the bonus if you breach a bet size of 25gbp there is additional wagering attached . so when I made contact with them in live chat yesterday I asked to know what my wagering was left to do and after they took a while trying to calculate the wagering they said they would email me. I got an email just now to say due to being in breach of term 7 of their general terms and conditions where I placed bets in excess of 25gbp they have confiscated winnings as per mnagement discretion of WINNER casino. FIRSTLY....I have signed up an account and won money at CASINO DEL RIO not WINNER casino and SECONDLY...in the general terms it says if you place bets higher than 25gbp there will be additional wagering attached and nothing to say in the terms that breach of 25gbp max bet rule will void any winnings accrued...all I can see of information in the terms regarding voiding winnings is if you play with multiple bonuses which of course I have not. I urge casino del rio to reinstate my winnings and inform me of the updated wagering which I need to adhere to complete and withdraw my funds as at the moment there decision to confiscate winnings is a clear breach of contract as that very important part they are referring to about 'voiding winnings upon management discretion' is absolutely not stated anywhere in CASINO DEL RIO GENERAL T&C's I attach del rio terms as the file is too large please let me know an email address I can forward it to? thank you and please contact del rio to reinstate my winnings.

Casino refuses payment by sending bank draft that never reach my address

£12,300

On June 6'th I requested a payout from Casino Del Rio.

After verification process was done, on June 12'th they informed me by mail that the payment will be processed through bank draft that will be sent to my postal adress in 21business days.

Because the bank draft hasn't reached my address, on July 17'th I emailed them regarding this matter on which they adviced me to wait another week the bank draft to arrive.

After another request to their support team I receive next reply:

"Dear Engelbert,

We are contacting you with regards to your withdrawal.

We have now coordinated this issue with your bank to check the status of the cheque. Once we have received an update, we will immediately notify you via email.

Thank you and have a great day!@

Should you have any questions or concerns, please do not hesitate to contact the Casino Del Rio Support Team.

Email: [email protected]"

I don't understand how this could be possible as long as I didn't received the bank draft to deposit it to my bank.

On August 8'th they canceled the bank draft and founds were returned back to my balance.

After numerous e-mail exchanges on August 14'th they announce me that the withdrawal was processed by bank draft and that I have to wait 21 business days to receive it.

On September 12'th I am writing an e-mail to them to express my concern regarding this case on which I received the next response:

"Casino Del Rio

Sep 19

to me

Dear Engelbert,

We have sent you this email in line with the Bank draft sent to you last 14 of August 2013.

After the investigation of our Finance Department, we can confirmed that the Bank draft has been shipped to the address detailed on the bank statement you have sent us before and to verify again the address, the bank draft was sent to the address below:

Engelbert G***

Aurelienstrasse **,. Leipzig ****

We will be able to cancel the bank draft and send it to your address again however this will prolong the process and the waiting time. In our experience, we have not encountered any issues at all, most of our customers received their bank draft and were able to cash it out from their bank.

Please let us know if there any changes on the address specified on the Proof of address you have sent.

Should you have any questions or concerns, please do not hesitate to contact the Casino Del Rio Support Team.

Email: [email protected]"

After that I e-mailed them and I got no reply by now.

I consider Casino Del Rio avoinds payment to me by using this method of payment. I am not able to check if they really sent the bank draft and they know it.

Also I requested another payment method to be used and they denied this possibility even I made my deposit using Neteller.

Delays

I deposited 20 euros at Casinodelrio, I got 40 chips non-withdrawable bonus, and I wagered the required (20deposit+40bonus)(20times)(3 when playing blackjack)=3600 in order to be able to withdraw my winnings. I won, and my balance went to 172, but when I tried to withdraw, I got a pop-up message saying that I will lose my winnings because I still have bonus in my balance. Support insisted to deal with my problem by talking to me by phone, and told me that there is indeed a software error as I met the wagering requirement, and that they will contact me within 24 hours when they would had corrected the error. Obviously, they want to delay the matter and not pay me or perhaps pay me after months etc. Of course, not paying my winnings is a fraud, as it's "you lose your deposit if you lose, you win zero if you win".

Casinodelrio offers me a bonus but refuses to credit it

Casinodelrio tries to fool me in a very funny way. I signed up at that casino recently and they sent to me an email that said welcome to Casinodelrio and that I could claim a welcome bonus. I was contacted by a live support rep who said I could claim a welcome bonus of 200% up to 200 credits. I said I want to claim this bonus of 200% and the rep said he would credit it once I have made a deposit. I deposited 100€ and I asked the rep the credit the bonus. However, he said that I am not allowed to receive bonuses because of unusual bonus usage in my casino account. Of course I made a protest but it did not help. The rep said it was a decision made by the management after I deposited. hmmm, not sure if I should believe that but anyway I emailed them asking them to credit the bonus they offered me but they refuse to do so. they reason they said is:

"Upon investigation, the bonus has been blocked from your account only after
the bonus offer and your deposit have been made. This is based on the gaming
activities you had in one or more related online casino accounts."

Imo they cannot treat me this way. They offered me a bonus and I claimed it and so we have made a valid deal. They cannot back out of this deal once it has been made so they ought to credit the bonus now. And I do not know what they mean by gaming activities in one or more related online casino accounts so I do not even understand why they act this way.

Doesn't pay and doesn't reply to my emails

€100

Dear Team AskGamblers,

It has been over a month now. This story went like this. Over a month ago around end of March, I downloaded, installed and registerd at Casinodelrio.

I deposited 100 euros and tried to claim the welcome bonus. The customer support told me that I wasn't allowed to receive any bonus. Frustrated as I was, I still gambled some on Blackjack without receiving any bonus. And made my 100 euro's into 300 euro's. Hence I asked for a withdrawal through the Cashier.

I got this email from them asking some documents, which i have sended. I believe they were accepted, since they haven't emailed me back that they were declined. I sended this on 20 april 2011.

Afther that, I only got emails back from their support, that I wasn't allowed to withdraw anything, because they claim (their financial support) that I had received a welcome bonus and hadn't obligded to their terms and conditions.

I have emailed them several times, saying and trying to explain that i have never received any welcombe bonus, because i wasn't allowed to. Now they don't respond to any of my emails anymore.

This is what they email me (it's in french):

Bonjour David,

Vous avez récemment effectué une demande de retrait après avoir reçu un bonus.

Or, vous ne vous êtes pas conformé aux termes et conditions des bonus, car vous n’avez pas misé la somme totale requise et/ou vous avez placé des mises sur des jeux exclus (veuillez consulter la liste des jeux exclus à http://www.casinodelrio.com/fr/bonus.html#general).

Nous avons donc décliné votre demande de retrait et reversé le montant du retrait dans votre compte. Vous êtes prié de miser une somme supplémentaire de Belgium:wage ok, waiting ID,POA (Aneth 30 April 11)(T)

**BS aux jeux autorisés, avant d’effectuer une autre demande de retrait.

Basically it says that i had received a bonus (which i didn't) and that's the reason they don't want to pay me.

Anyway, I think this is really not fair and strange. First they say i wasn't allowed to receive any bonus. Now i have made a little profit and than they claim that i have received a bonus.

Please do help me. If needed i have made a printscreen of the transaction history at Casino Del Rio. Since it is a playtech casino, I understood, that if you receive any bonus it will show up in the transaction history. But on my printscreen of Casino Del Rio, you will see that i have only deposited and received no bonus and that I have asked for a withdrawal 2 time, which were all declined.

Hope you or anyone can help me. And do stay away from this casino. It is really a malpractice to treat your customer this way. I don't mind and completely could understand if there is some miscommunication. But not responding to my emails, is just really ... I prefer not to say that word here.

Thank you for reading.

< name removed >

Casino Del Rio Complaint Stats

Resolved 6 / 8

Avg. Amount $2,497

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

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Player Rating

7.2/10 ● 34 reviews

Top reviews from our players

jaenudin

10 years ago

1/10

This casino is obviously rouge. After deposit $50 then send all documents latter my documents updates and allow from support to ask withdraw, after withdraw my winning $250, suddenly my account locked... After received support this casino and they gave me answered patience and understanding, with all documents and proof I already reword I'm swearing this is the best rouge casino.

Even I publish this case in this forum complaints this casino wont interactive only keep silent, after that this rouge casino requested me via email that must send all documents with notary letters how silly is this this casino think cheap for notary documents is very expensive almost $500, my winning only $200, where this casino think of this maybe this casino think with bad way, that's why this is not safe site to play. Now this casino riff of my deposits $50, that's deposits I collective with hard. Boom this casino now took away my deposit too. What a nice casino !!!

NextTimeWin

8/10

Casino Del Rio is Playtech online casino, and from my experience this is good place with very decent promotions and bonuses, but unfortunately 'ill' of slow withdrawals also applied to this online casino.

Casino Del Rio is Playtech online casino. Nothing special here, if only the fact that when I played at this casino there even was no instant play and I always played from my PC at my desktop.

Customer support at Del Rio casino is good. I used live chat agents couple of times in different occasions, and they always were very helpful and always were online. Email support also fast, never had to wait long.

Bonuses and promotions are good and solid. Usual reload bonuses is just 25%- 100%, but wagering requirements always is decent, and also casino always give me cashable bonuses which is very important for me. Also sometimes they were even more generous and give me free chips on my account.

Withdrawals from Del Rio casinos always was paid in couple of hours after pending period ends, there is always was 4 days pending period, which is not cool of course, but there is no way to do something with that. Many times I asked customer support to process my withdrawal a bit faster, but their reply was always same- I need to wait 4 days pending period.

Overall this is decent Playtech online casino. If they can remove this 4 days awful pending- they will be one of the best Playtech casino. But even with so slow withdrawals it was pleasure to gamble at this casino. Their bonuses usual, they give me couple free chips, they always paid me only few hours after pending period ends, they was always helpful for me, and I think it is one of the best Playtech casino I ever played if I will not count 4 days pending.

I do not like 4 days pending time on my withdrawals.

CrimsonFinch

9/10

I like this casino, because it has a Playtech software. I won money with a no deposit Bonus and was really glad, that I could withdraw and also I got my winnings very fast.

hajnrih

8/10

One of my favorite software providers ever is Playtech. My favorite games from Playtech are the Marvel series jackpot games. When I first started playing games from this software I was amazed how fast you could boost you balance or on the other hand how fast you can lose it. I remember that the first deposit bonus I took was at Omni casino and I managed to wager it and withdraw 200 dollars. Since than I have been on the constant look out for no deposit bonuses and descent deposit bonuses.

When I joined Del Rio they were offering a 15 euros no deposit bonus. I don’t remember what the wager was but I know it was big. The thing in Playtech slots and no deposit bonuses is if the first game doesn't pay good you go bust in minutes. Lucky for me the game I chose was Kong. I started playing got the bonus round with sticky wilds, got about 8 wilds in the last spin and cashed in 200 euros from the start. There was no way I could lose. I started playing high bets on fantastic four and Blade and got my balance down to 40 euros. Moved to Marilyn Monroe slot on a 1 euro bet and in the last spin got the bonus which boosted me up to 140 euros. After that I moved from one slot to another and in the end had a nice 150 to withdraw. My documents were verified and I got my money after 5 days I think. This was a very good experience.

There are a few things I don’t like in this casino. First live chat support is slow just like in all Playtech casinos. You will have to wait at least 10 minutes before an operator responds back. So if you have a problem grab a cup of coffee and wait. The second think I didn't like is that I had to make a 50 euros deposit in order to withdraw my winnings and the bonus wasn't cashable.

katemak

8/10

Casino Del Rio, well surely by its name I would never guess its a Playetech casino. When I saw this casino at first site and looking at their web site I really thought they are some not familiar or new game software, but when I read about them it turns out they are Playtech Casino.

When I heard of this casino I didn't know that they are giving 15$ free chip for all new players, but when I opened the casino via one other site for 15$ I was really curious and wanted to try my luck there. For that 15$ free chip I found their terms pretty fair, because wagering x 40 the bonus its nice free bonus and it was cash able, the only thing was you have to deposit 20$ to make a cash out.So that offer was really nice ,so why not taking advantage of it.

I didn't download the casino, but opened account and played in the flash player, actually I always choose to play on flash players then downloading the casino, so that way I wont bother much. I didn't like the fact that they have few complaints, but still lot of them seem that they been resolved, so I guess they are fair casino, well still don't know because I haven't made deposit so far.

When I opened the casino my 15$ free chip was there and needed to be wagered X 40 and that's 600$ which I don't find it high sum of wagering. Being my favorite slot, Fortune Hill game I thought I could wager another bonus with this slot, because I wagered one in one other casino, but I guess my lady luck was not there that day. The most important thing is that I enjoyed playing in this casino and played it for maybe 40 minutes or so, so yes I had good time but didn't wagered the bonus. I found this casino as good one, at least you can try the free chip they are offering and then make your personal decision if they are good or bad.
Good Luck!

blondie

8/10

Hello, dear askgamblers. This will be my review for the Casino Del Rio casino. I decided to sign up there because it is one of Playtech's software casinos and I love their table games and live dealer games, and sure thing- the Marvel slots they have.

I didn't see any interesting bonus options so I made a 20€ deposit and played only with my money. I usually don't take bonuses at Playtech because I'm not that big fan of their slots and the table or live games don't qualify or qualify very low for the wagering.

I mostly played only blackjack. At blackjack I got about 60€ win because I wasn't afraid to risk and increased my bets from 1-3€ and played on multiple hands at the same time. This strategy often increases my winnings

After a while I decided to play their jacks and better 50 lines game. I'm usually not a big fan of it but this time I gave it a try and worked out pretty good. I placed 1€ bets and after about an hour of playing it, I had won 40€ there. After that I visited their slots and played Fantastic Four a little. I placed 30 auto spins with 0.50€ bets per spin. After few spins I got 12 free games, and within my free spins two times I got 3wild symbols which gave me 3 extra spins two times in a row! That was so exciting! Free spins gave me 15€ and overall, after playing Fantastic Four, my balance was boosted up to 140€. Later I decided to apply for withdrawal. I contacted the live support and they instructed my how to do that. The support team was nice and friendly and it gave me a good impression about their casino.

Overall, I liked this casino. I know that this time I mostly played table games, but they were my favorite indeed. The withdrawal to my e-wallet took them 1 day which was good. I think I will be depositing there again, I didn't have anything bad to say about Casino del Rio.

nikita11

9/10

I liked the name of this casino which is very Mexican type.They are supported by one of the best platforms in the world which is the play tech platform and they have a very nice selection of games and all the games are very much fun to play on. They are a part of the winner group of casinos and the name is enough to tell you about them .

When i had joined this casino site they had a 200% match up bonus on the very first deposit i did on this casino site. I liked the magic slot a lot which is 25 pay line slot and i always start with bets of max 0.40 per spin and then increase as the winning/ bank account increases. Play tech has also established very nicely and has a very popular name for themselves. I have played with a couple of casinos from this platform and all of them had been amazing and i managed to won money from all of them .Then i shifted to cops and bandits slots which is a 30 pay line slots and here i bet 0.30 as it is a 30 pay line slot so more money is risked on this slot on every spin.

The marvel games were also very nice and fast. I like fast games . I have to say this that play tech has probably the best games in this industry. I could not talk to their support team as i was too busy in playing the games as they were so good. I did not like the time taken during the withdrawal which was more than 4 or 5 days if i remember properly so i think they need to fasten this and every thing else on this casino site is very nice and it is a must go. I would rate this casino 9 out of 10.

yapro

7/10

Playtech casino, which was established long time ago. In my past i play playtech casino very often, because did not know about netent or microgaming, and just was happy to play with this software. Del rio casino offer me 200% bonus on first deposit, and since it is winner group of casinos, which mean reputable and generally ok, i of course join this casino, and since that made around 10-15 deposits.

My last withdrawal from this casino was long time ago, in the end of 2012 or so, and since that i did not play at this casino. But that was great withdrawal, and i will write about it. It begins when casino send me 200% bonus to email inbox, but with bonus capped at 50$. I just made 20$ deposit and had 70$ on my balance. I start playing archer, because it is one of my favorite slot from playtech for all the time, and after few nice shots had almost 200$ on my account. After this i spend some time on marvel games, which was also successful and i finish my wagering of the bonus on thai paradise game. That was really lucky day, because every game i open, i just had nice wins, and i finish with 1000$ withdrawal, which is really big win. Money was paid on 5 day, because like any other casino in this group they had 4 days pending period. But i like it, because they always pay, not watching on amount, even at weekends, just 4 days passed - and they sent money. Long of course, but at least without any problem.

Del rio casino is of course reputable and goog online casino, but i really not sure what this guys can do these days, when 4 days pending period for withdrawals is terrible long. and i can't rate them with more than 7 stars.

vaibhavsingh