RioBet Casino - Играчът търси възстановяване на сумата, след като акаунтът му е бил одобрен.

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Dear Dragan1989,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion

We recommend to use 'self-exclusion' section of the site if you feel that you need to take a break from gambling. If you do that, your account remains closed for up to 3 months and we cannot reactivate it until the exclusion period is over.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Additionally, could you please confirm whether you still have access to your account at the moment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

I used the same email address 3 times and passed the verification process.I don't have access to my account.

Dear Dragan1989,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Dragan1989,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the RioBet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a RioBet Casino representative to join this conversation and participate in resolving this complaint.

Dear RioBet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

I have successfully reached out to our affiliate, and we have made every effort to contact the representatives of the casino through all available channels.

Given that RioBet Casino is 'Fair and Safe' and has consistently responded to previous complaints, we are optimistic that they will provide a reply within the next few days.

As a result, I have decided to reset the timer once again. Thank you for your understanding and patience.

Hello, esteemed Igor,

Thank you for your patience. We would like to clarify the situation in detail.

The player created three separate accounts over time. In each case, once he informed us about gambling-related concerns, immediate measures were taken.

First account (August 2025)

The player reported gambling problems. Access to the account was immediately restricted.

He requested account deletion on 01.08.2025, and the account was permanently deleted on 08.08.2025.

Second account (January 2026)

The player created a new account on 17.01.2026.

He did not place bets. On 19.01.2026 he again reported gambling-related issues.

The account was restricted and later deleted at his request.

Third account (January 2026)

The account was created on 30.01.2026.

The player lost approximately 480 EUR.

On 31.01.2026 he reported gambling problems, after which the account was immediately restricted.

In all cases, the player’s requests related to responsible gambling and account closure were handled promptly and in accordance with our internal procedures.

Regarding the creation of new accounts:

When an account is permanently deleted at the player’s request, personal data is removed in line with applicable data protection regulations. As a result, the previous account no longer remains active in our system, and automatic prevention of future registrations under newly created profiles may not always be technically feasible.

Based on the above timeline and actions taken, we do not identify a breach of obligations on the casino’s side in this case.

they are lying i deposited a lot more i showed you my deposits, many deposits were manually processed by them,I hope justice will be served.

Dear RioBet Casino,

Could you please share what type of personal information the player used during registration?

For example, was it their name, email address, phone number, date of birth, etc.?

Additionally, were these details exactly the same across all accounts?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The player used the same personal information when creating the accounts, including name, date of birth, email address and phone number.

Previous accounts were deleted at the player’s request. During communication with support, the player was informed about the available responsible gaming tools, including the possibility of self-exclusion, however he chose to proceed with permanent account deletion instead.

Each time the player reported gambling-related concerns, access to the account was immediately restricted and the account was subsequently deleted at his request.

After the deletion process is completed, the account ceases to exist as an active profile in the system and personal data is processed in accordance with applicable data protection regulations.

As a result, a new registration could technically be possible after the deletion procedure was completed.

Dear Dragan1989,

Thank you for your email. Please feel free to use any language you are comfortable with.

According to the casino’s message, each time you informed them about your gambling problems, you chose to permanently delete your account instead of using self-exclusion or other responsible gambling tools.

Could you please confirm whether this is correct? If you would like to comment on this, feel free to do so.

Additionally, please feel free to share any other relevant information that you believe may be important for this case.

I opened accounts three times and closed them permanently three times because I have a big addiction to gambling, but they deliberately allowed me to open an account with the same email, the same phone number, I made many deposits and many of them were manually processed by them, the amount is much higher than 480 euros, maybe more than 2000 euros I deposited and never withdrew funds. My account is still active even though I requested a permanent closure of my account, I hope that justice will be served and the funds will be returned to me.

Dear Dragan1989,

Could you please comment on the following statement made by the casino?

According to the casino’s message, each time you informed them about your gambling problems, you later chose to permanently delete your account and personal information.

Could you please confirm whether this is correct and whether you requested your account and personal information to be deleted?

as I told you before I told them I have a gambling addiction and I want to close my account permanently and they told me I can no longer play at their casino but they still let me play again because they know I am a gambling addict

Dear Dragan1989,

I see and understand your message.

However, for further investigation, it is necessary for you to answer the following question.

After each of your self-exclusion requests, you later chose to permanently delete your account and personal information.

Could you please confirm whether this is correct?

Since I have already asked you this question twice, I will give you one last opportunity to comment on it. Otherwise, I will have to reject this complaint due to a lack of cooperation.

no it's not true, no one asked me anything like that, I asked for my account to be closed permanently, I told them I had a gambling problem and they wrote to me that the procedure was ongoing

I showed you the emails and the conversation with them.

Dear RioBet Casino,

According to the player’s message, he never requested that his account and/or personal information be deleted.

Could you please forward me the conversation in which such a request was made?

Thank you for your cooperation.

Dear Igor,

Thank you for your message.

For privacy and security reasons, we have sent the detailed clarification and supporting evidence directly to your email.

The materials include the player’s correspondence with our support team and excerpts from the support live chat related to the account closure and responsible gaming interaction.

Please let us know if any additional information is required.

This makes no sense or logic, meaning that anyone can open a new account in your casino even if they report that they suffer from gambling addiction. Dear Igor, please do not let justice go unfulfilled.I clearly wrote to them in an email and in a chat that I suffer from a gambling addiction, and they told me that I can no longer play in their casino, according to your logic, anyone can always open a new account.

Dear RioBet Casino,

I have reviewed your email and have the following points that need clarification.

In August, the player informed the live chat about his gambling problem. However, the support team only blocked the player’s ability to bet and deposit, and informed him that the account deletion procedure had already been shared during the conversation. No further actions were taken.

Additionally, in the email communication, the player informed your support about his gambling addiction. The support replied that the account deletion procedure had been initiated.

On neither of these occasions did the player explicitly request that his personal information be deleted.

If such a request was made, could you please forward it to me?

Hello Igor,

Thank you for your question.

We have provided additional clarification regarding this matter via email.

Please let us know if anything further is required.

You can lie as much as you want, but I gave Igor the evidence, I believe you may have photoshopped it. The truth is that I told you in email and in conversation that I have a gambling addiction and you allowed me to create an account 3 times with the same data, and I confirm that my account is still active.I hope justice will prevail.

Dear RioBet Casino,

Thank you for your email and further explanation.

However, the key point is that the player requested self-exclusion on August 1st, 2025, via email, to which your support replied that the account was being deleted.

Please note that the player never specifically requested their personal information to be deleted. The player only wanted to permanently self-exclude.

Furthermore, after reviewing your website, I noticed that you offer only temporary self-exclusion. I would strongly suggest implementing a permanent option, as this is considered an industry standard.

Since there is no option for the player to request permanent self-exclusion, which we consider a basic responsible gambling tool, the player should be eligible for a refund of all deposits made after the first self-exclusion request.

Thank you for your additional review and comments on this case.

We would like to clarify an important point regarding the deposit amount referred to by the player.

During the investigation, it was determined that some of the transactions submitted by the player were not successfully completed. In the deposit history, such transactions are displayed as attempts (with a pending/error status) and do not result in funds being credited to the game account.

In fact, successful deposits (credited to the balance) are marked with the corresponding status (green tick) and in total amount to 480 EUR for the last account.

There are no successful deposits into the second account created after the request.

Thus, the amount declared by the player (~2000 EUR) also includes unsuccessful transactions that were not credited to the gaming account.

We are happy to provide supporting documentation if necessary. As an example, we have attached a fragment of the transaction history, which shows the difference in status: successful deposits are marked with a green check mark, while transactions with a clock icon were not completed and did not result in funds being credited to the account balance.

Благодарим за дополнительную проверку и комментарии по данному кейсу.

Хотели бы уточнить важный момент, касающийся суммы депозитов, на которую ссылается игрок.

В ходе проверки установлено, что часть операций, представленных игроком, не была успешно завершена. В истории пополнений такие операции отображаются как попытки (со статусом ожидания/ошибки) и не приводят к зачислению средств на игровой счёт.

Фактически успешные депозиты (зачисленные на баланс) отмечаются соответствующим статусом (зелёная галочка) и в совокупности составляют 480 EUR по последнему аккаунту.

На втором аккаунте, созданном после обращения, успешные пополнения отсутствуют.

Таким образом, заявленная игроком сумма (~2000 EUR) включает в себя также неуспешные транзакции, которые не были зачислены на игровой счёт.

При необходимости мы готовы предоставить подтверждающие материалы. В качестве примера прилагаем фрагмент истории операций, где отражено различие статусов: успешные пополнения отмечены зелёной галочкой, тогда как операции со значком часов не были завершены и не привели к зачислению средств на баланс аккаунта.

Dear RioBet Casino,

Thank you for the further clarification. Of course, the disputed amount can be adjusted accordingly.

Could you please provide a document showing all deposits made by the player, including unsuccessful ones?

Thank you for your cooperation.

Thank you for your feedback. The requested materials and clarifications have been sent to you via email.

Благодарим за обратную связь. Запрошенные материалы и пояснения были направлены вам по электронной почте.

Dear Dragan1989,

The casino has provided evidence showing that the total amount of your deposits was €480.

Could you please confirm this so we can proceed to the next step?

Thank you.

ok. yes

Dear RioBet Casino,

The player agrees with the refund amount.

Could you please let us know what is required from the player in order to process the refund?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello.

This situation is currently being resolved. The service has completed the necessary steps, and we await the finalization of the process.

Thank you for your waiting.

Здравствуйте.

В настоящий момент по данной ситуации ведётся процесс урегулирования. Необходимые шаги со стороны сервиса выполнены, ожидаем финализации процедуры.

Благодарим за ожидание.

Dear RioBet Casino,

Please note that it has been two weeks since the refund amount was confirmed by both parties, and no further progress has been made since then.

I would appreciate it if you could share any information or provide us with details regarding this case.

Thank you for your cooperation so far.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello.

Thanks for the clarification.

We received the signed agreement from the player on April 25, after which the procedure was resumed.

The final steps necessary to complete the settlement are currently being taken.

We will also notify you as soon as the process is completed.

Здравствуйте.

Благодарим за уточнение.

Подписанное соглашение со стороны игрока было получено нами 25 апреля, после чего процедура была возобновлена.

В настоящий момент выполняются финальные шаги, необходимые для завершения урегулирования.

Дополнительно мы сообщим, как только процесс будет завершён.

Dear RioBet Casino,

Thank you for informing us about the current state of this case.

Please do not hesitate to let us know about any further updates.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Igor, I filed the complaint more than 3 months ago and I still haven't received my funds back, they are constantly dragging out the case. Please, if they don't return the funds within the given deadline, close this case as unresolved and it will negatively affect their rating.

Good afternoon.

Thank you for your waiting.

We've received an updated case status. The funds have now been credited to your game balance. A withdrawal request is now available.

For our part, we continue to support the appeal within the framework of this case.

Добрый день.

Благодарим Вас за ожидание.

Получили обновлённый статус кейса. На текущий момент средства зачислены на игровой баланс. Возможность оформления заявки на вывод доступна.

Со своей стороны продолжаем сопровождать обращение в рамках данного кейса.

Dear Dragan1989,

According to the casino, you can now request a withdrawal from your account.

Please let us know whether this information is correct and whether you are able to withdraw your funds. Thank you.

I requested a withdrawal yesterday but I still haven't received the money.

Dear Dragan1989,

As the support mentioned, it might take a few days for the withdrawal to be fully processed.

Please wait one to three days and then let us know whether you have received your money.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dragan1989,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor