RioBet Casino - Igrač traži povraćaj novca nakon što je nalog odobren.

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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 (igor.p@casino.guru). 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?