RioBet Casino - Igračev nalog je ponovo otvoren uprkos samoisključenju.

Hello dear casino guru and all users.

On the "Riobet" i was permanently banned due to addiction gambling problem (self-exclusion), and they unblocked it after I asked them, so I was unban to play and losing all my money and credits money.

lost in total of $18500 USD after they unban me after self-exclusion request

I want:

Refund $18500 USD . And request that they block my account due ddiction gamling problem and not unblock it even if I ask again.

Added request on chat about self-exclusion was made and after some time they unban me after i ask to play -

Here clear said

"Удалите и заблокируйте мне акаунт на всегда причина лудомания. Без права на разбан

любой депозит с момента сейчас

вы обязаны будете компенсировать"

aka

"Delete and permanently block my account due to gambling addiction. No right to unban.

Any deposit from now on

you will be obligated to compensate.

Delete and permanently block my account due to gambling addiction. No right to unban."

And photo they unban me and said you free to play and enjoy playing ..

I must emphasize that RioBet's approach does not fully comply with responsible gaming principles.

When a player clearly discloses their gambling addiction and directly requests account closure, the casino is obligated to act decisively and prevent further deposits or gambling.

At best, such an approach is inadequate; at worst, it could be perceived as a calculated tactic, as it is known that the player will likely continue gambling and ultimately lose all their funds.

This shouldn't happen to anyone

The casino will not any financial losses.

I'm asking for a refund of the difference between deposits and withdrawals since the account was unblocked, which shouldn't have happened.

This is approximately $18500 USD.

The casino refuses to provide statistics. I roughly calculated the deposits and withdrawals myself.

If you need to provide additional information, ready to provide it from chat correspondence in the casino

Thanks for reading, this needs to be forcing to all and public problem so it wont happend to other users

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If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When exactly did the casino close your account? Could you please forward me the confirmation from the casino regarding the account closure at veronika.f@casino.guru?

Could you please specify when exactly you requested your account to be reopened? Could you kindly forward me the communication between you and the casino regarding the reopening of your account? My email address is veronika.f@casino.guru.

Have you requested your account to be closed again, or are you still able to access it?

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

Best regards

Veronika

Hey Veronika

Add the self-exclusion request on chat was done and it was done on the actual website on the page on self-limitation was done

When exactly did the casino close your account?

February 10, 2025 11:41 AM

Could you please specify when exactly you requested your account to be reopened?

February 16, 2025 05:13 AM

Have you requested your account to be closed again, or are you still able to access it?

I have access to account to login yes, and I ban my account again but as long they unban me again i will lose money

I forward the confirmation from the casino regarding the account closure on your email you send me above

Incase you need more info let me know any time

Thank you for your emails. Have you contacted the casino with a request to self-exclude again after February 16? If so, could you please specify how many times you requested self-exclusion and provide all conversations between you and the casino regarding the closing and reopening of your account?

Is your account currently open?

Hey i just ban my account like 4 weeks ago on page on self-limitation

account right now are stay banned they said they wont unban me again but don't want give answer for paying back my $18500 usd cuz of they did misstake who unban my account and allow me play they clear see my problem with gambling and allow me play again (chat with casino was on ur email)

many times you requested self-exclusion - did 2 times on chat and done ones on page self-limitation

Right now i just need Refund $18500 USD . 

Thank you very much, Egofist, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Egofist, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of RioBet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with reopening the self-excluded account and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hey Matej the case still same in sort review:



They unban my account after self-exclusion perma ban - when they had no right to do so.

I think they did this out of mistake and not for selfish purposes to make money from a player who is not controling gaming process.

My request was clear and understandable (photo and chat with casino added alrdy on this)

I am addicted and have problems with gambling addiction and I have informed casino and after this the casino will be responsible for my all financial losses as the responsible webiste.

In this case, the casino will not suffer financial losses. Just want get refunded the money have been lost after unban approximately $18500 USD (Casino refuses to give me statistics, so I went myself to calculate)

Dear Egofist, thank you for the details. Hopefully we'll hear from the casino shortly.

Dear Matej,

We have sent comprehensive information regarding this situation to your email address: matej.l@casino.guru.

Please let us know if you require any further evidence or clarification.

Sincerely,

Riobet Team

Matej let me know for any reasoned arguments to discuss the answer i should know about this.

forward to my email or here in this case

Thank you both for details.

Dear RioBet Casino, can you please confirm if the player's account has been closed due to the gambling addiction, then later on reopened? If so, how is that possible? Thank you.

Send a email to you.

Today like 8hours ago and new one as rn

and yes Matej you can go ahead keep working on case

I had send a lot proof - closed due to the gambling addiction and they reopened it

They dont want to show evidence of their guilt ? Need to admit trues and resolve the issue

update: on 08.10.2025

They block my account on website to not ability to login and see chat with casino,correspondence,deposit history and everything else

Hey Matej

I send a email right now with subject "title" Report 10.10.2025 RioBet

Thank you Egofist, I have responded to your latest messages. Once I hear back, I can take the issue with the casino representative and see what can be done in this situation.

Send like 5min ago

incase need more info let me knows

ty alot

Also Dear RioBet Casino, can you please provide details to refund your $5500 USD

And let's not forget why we are all here.

Matej dont hide this msg:

Case about casino - does not respond >avoids answers > shows disrespect by not answering my questions and even the questions above by Matej

"Dear RioBet Casino, can you please confirm if the player's account has been closed due to the gambling addiction, then later on reopened? If so, how is that possible? Thank you."

Сasino must be responsible for all actions. This CASE needs to be made public so that the rights of all players are not violated by now and in the future.

I will do my best if casino wont take care of this case to:

Make all information public - distribute all possible way review sites, forums, etc. by complaints, reviews, comments, advertising ads;

as I said a week ago above I WONT TAKE $5500 USD SUM is about $20150 USD

I have requested both parties to present further evidence regarding the statements above, as both sides are presenting me with completely opposite stances. Once I have more information, I'll post an update here.

Hello, esteemed Matej.

We carefully familiarized ourselves with the player's messages and sent you more information on this situation to e-mail. Also answering here in more detail.

1. Procedures in effect on 10.02.2025

On the specified date on the site two procedures were provided:

* Self-exclusion;

* Account deletion upon player's request.

2. History of player's requests:

* Since registration, the player more than 20 times activated Self-exclusion mode. Not one of the established restrictions was lifted by his request.

* 10.02.2025 the player initiated the procedure of account deletion (without setting self-restriction). According to the regulations, full deletion happens automatically after 7 days of inactivity.

* Account deletion was initiated by him in the process of considering another his complaint on the forum Latest, which was ultimately resolved in our favor (it is noted that in that period the player filed several similar complaints on different projects, trying to prove that his withdrawals are carried out with an inflated commission). In the complaint on Riobet he informed, that he deletes account, because he does not trust the company.

* 16.02.2025 the player applied with a request to unblock account. In the topic of complaint regarding commission (on the forum Latest) he also informed, that he canceled account deletion in hope for decision of complaint in his favor.

* After 16.02.2025 the player 18 times set temporary self-restrictions for a period from 3 to 90 days (in the current complaint I see, that he mentioned only 2 cases of self-restriction, which does not correspond to reality, and we can confirm this, by providing logs of user actions on the site). All self-restrictions remained valid and not once were lifted by the player's request.

3. Additional circumstances:

According to analysis of profile on the forum Latest, the player systematically uses a similar scheme for submitting claims and refunds. Only for the last year he submitted complaints on at least 15 different casinos.

4. Compliance with license requirements:

We note, that on 10.02.2025 all procedures and order of their application corresponded to current regulations and did not violate conditions of license.

Thus, the player has the right to send a complaint to the licensor for consideration within standard legal procedure.

5. Actions of administration:

After receiving the complaint on the forum Latest, the administration contacted the player and offered options for settling the situation. As a result of the dialogue, an agreement was reached, which the player signed.

6. Agreement and player's compliance:

We strongly recommended the player to carefully familiarize himself with the document before signing and ensure that everything suited him. The player took time for familiarization, after which signed the document and confirmed his readiness for further actions. As we observe in this complaint, the player is not fulfilling the terms of the agreement and is trying to accuse us of deception. We want to emphasize that we have fully met our obligations.

Sincerely,

Riobet Team

So Matej casino now 1.

Admit guilt for reopened account with gambling addiction

btw.. Why then the casino pay $5500 me part of the money if they not guilty? Good question, right?

2.

Yes I use many time Self-exclusion mode for 1-2 weeks on

and on February 10, 2025 11:41 AM I used Perman ban

"""" 10.02.2025 the player initiated the procedure of account deletion (without setting self-restriction). According to the regulations, full deletion happens automatically after 7 days of inactivity""""

here is the lie "(without setting self-restriction). " - I did Self-exclusion Perban ban and Delited account

One more time show u here Self-exclusion and Delited

requests were fulfilled and confirmed

---------------------------------------------------------------------------------------------------------------------------------------

"""Удалите и заблокируйте мне акаунт на всегда причина лудомания. Без права на разбан

любой депозит с момента сейчас

вы обязаны будете компенсировать"

aka 1 photo

"Delete and permanently block my account due to gambling addiction. No right to unban.

Any deposit from now on

you will be obligated to compensate.

Delete and permanently block my account due to gambling addiction. No right to unban."""

---------------------------------------------------------------------------------

""Здравствуйте! Меня зовут Светлана, уже занимаюсь вашим вопросом.

Процесс удаления ранее уже был запущен, а возможность играть и вносить депозиты для вас закрыта.

В ближайшее время аккаунт будет удален.

Подскажите, пожалуйста, мы можем еще чем-нибудь помочь?""

aka 2 photo

Hello! My name is Svetlana, and I'm already working on your issue.

The deletion process has already been initiated, and you are no longer able to play or make deposits.

Your account will be deleted shortly.

Could you please tell me if there's anything else we can do to help?

---------------------------------------------------------------------------------

Chats with casino on Veronika email and some on urs Matej

"I have enough proof of 2 chats with the casino and the function being blocked on the site."

((You can request the casino logs about my blocking on February 10, 2025 and it will indicate that it is permanent.))

but not sure if need it if i got casino chat logs where clear says Self-exclusion forever was alrdy used !

and forum Latest used by Riobet as paid ads system they get paid for it

( I still in talk with Latest about this case so not worry it will be open again)

On February 16, 2025 05:13 AM they unban my account and cancled req on Delited account - this atleast not lie

3.

It proves that I have an addiction and the casino is using it for its own purposes to generate income after the unblocking is permanently removed due to addiction.

4-5 .

As i said we dont talk about you paying other forum money for adds ur casino

6.

As Matej have got proof with wrong name and rest info on kind of document can not be used . And u own me $20000 USD not $5500 USD

I've provided many evidence, and the truth is on my side!

Chats with casino correspondence where it is clearly written about gambling addiction. No right to unban. and permanent blocking, and clicking "Ban forever" functional on the self-exclusion page.

Matej I'm ready to give over my casino account for verification of my correspondence with the casino, and I also grant full rights and permission to request logs from the casino regarding the blocking of my account and all correspondence with the casino.

Also can pay for a independent "translator" if necessary, as the correspondence was in Russian lang

I want to point this out once again that the truth is on my side!!!

And lets dont forget - Why then the casino pay $5500 me part of the money if they not guilty?

I would like to thank the both sides for detailed explanation and further evidence. I have read through everything, and found answers to the the following:

Misspelled surname

Since the casino has provided me with the Telegram conversation between the casino manager and the player - the one that that Egofist told me was permanently deleted - I can confirm the player has misspelled his own name when providing the English version. After checking the weaver itself, the Russian version of the name is spelled correctly, so I don't believe this was done by the casino on purpose, but rather by the player by mistake upon translation.

Pay out of 5,487 USD

As for the paid refund, this is exactly the sum that what was agreed upon. Current dissatisfaction comes form the fact that the player has signed the document without double-checking the Telegram message and the waiver itself, believing the total sum will be higher. Both - the manager's message and the signed document state the refund sum being 5,487 USD, and the player has been prompted by the manager to double-check everything before signing the document. This was followed by the player electronically signing the weaver, without questioning the refund amount or his misspelled name, thus agreeing to the amount stated.

Due to the above, Casino Guru will not dispute the existence of this document, the paid amount, or the misspelled name of the player.

However, s the casino does not have clearly stated details of the the self-exclusion procedure, I have requested further information from the management, and will post an update once I hear back. This is regarding the self-exclusion request made on 10th February. Afterwards, I believe this complaint will be possible to resolve.

Thanks Matej, if you will need any information or actions by me, let me know.

This is how the self-exclusion page looks like,

on February 10th i use it and also contacting the chat casino as u have chats sends by me.

used it: Forever

After that, I had no access to the deposit and to any slots e.t.c games

Also, all chat conversations with the casino about the requested self-exclusion was done 

I had sent you and Veronika before as conversations .txt logs. 

I have video recorded it as original in case the casino will reject it and say that it's a lie or fake - so yeah, in case you will need it, can upload it on YouTube and send it so you have 100% proof that all conversation was original.

Thank you, the additional information is quite helpful. I am currently still waiting for the casino to reply to my last couple of questions, and will try to nudge them for speedier response, so we can bring this case to a close.

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.

Yes, I'll wait too.

So casino will be rate down and black listed on some website also

In total casino pays only 5,487 USD from 20,150 USD

Will be press charge scamming for 14,663 USD own rest

I am in touch with many forums they will also publish the guilt so RioBet casino Riotech N.V. is scam untrusted by now.

Dear Matej,

We sincerely apologize for the delay in our response. We wanted to ensure that all information was thoroughly reviewed and accurately prepared.

The answer to your additional questions will be sent to your specified email address today.

Thank you for your patience and understanding.

Sincerely,

Riobet Team

Dear RioBet Casino, if you can respond directly to my message from 15th October, where I asked some additional questions, that would be much appreciated.

While waiting for the casino to respond, I would like to clear some confusion first, dear Egofist:

Since you have signed a waiver stating you will be reimbursed 5,487 USD while being asked by the VIP manager to double check the correctness of information before signing, there is nothing I can do about it in terms of mediation, and I'm afraid no court of law would side with your request either. Since the communication has been conducted in your native language - and the waiver has also been constructed in two languages - even the possibility of misinterpretation or information being lost in translation does not apply here.

What I am now trying to discern now, is how your self-exclusion has been handled and whether there is any reason for additional refund. Once I hear back from the casino and see whether they acted in accordance with our Fair Gambling Codex and player protection rules, I will post an update in this thread.

Once again, I would like to reiterate that I will not dispute the credibility of the waiver, and I have explained my reasoning in previous post. What I am focusing on right now is handling of the self-exclusion request it self. Thank you for your understanding.

Yeah that's fine

As long we can take down rate casino so all will see that casino didn't pay me full as agreed

Dear Matej,

Thank you for your update and for thoroughly clarifying your position regarding the player's signed waiver concerning the financial settlement. We greatly appreciate your diligent work on this matter.

We have already sent a detailed response to your email address (the one you used to contact us on October 15th). This email contains our answers to the additional questions you raised.

We kindly ask you to check your inbox for our official response and we look forward to your further assessment.

Best regards,

Riobet Team

The case won't be resolved without the casino taking guilt for reopened account with gambling addiction and not paying the money they took that they shouldn't have.

Everything depends on RioBet casino Riotech N.V

Good that casinoguru is working on legit way on this case - as said signed  financial settlement are not what we here to talk ...complaint is not getting to be sort out without casino side

I have responded to the casino with one last clarifying question, and after receiving the response I believe this case can be brought to an end.

Dear Matej,

Thank you for your last clarifying question. We have sent our response to your email address. We hope that this information provides the necessary clarity to conclude this case, as you mentioned.

Please let us know if any further clarification or evidence is required.

Sincerely,

Riobet Team

Hey Matej, can you let me know what's up there? You're talking with the casino about what? maybe can say true story. 🙂 No clue what they're trying to say to you for 30+ days. 🙂

I mean this case will be closed as "unresolved" if they still lie to you?

They made a big mistake and there should be punishment if they don't want to return the money and keep players safe with self-exclusion.

Dear Egofist, I have been in talks with the casino to better understand the waiver, their internal self-exclusion processing and how they arrived to the amount mentioned in the waiver. Now with all the information at hand, I believe I can provide comprehensive answer to you, regarding this complaint. I know you will not like it, but I hope you will at least understand it and the reasons why I will not be able to mediate your case further.

Reopening of the account

The casino acknowledged their mistake, and according to the representative I have been speaking with, this has been now changed. Thanks to your complaint, the process of self-exclusion has been reviewed and reinforced, so this kind of issue will not repeat itself in the future. The accounts of gambling addicts will get closed quickly and permanently, with no option for reopening. That also includes your account and your personal credentials, so on this end the casino not only obliged your request for permanent exclusion, but also ensured player safety of others struggling with this problem.

Disputed amount

As I have learned, the amount refunded to you has been calculated as a net losses since the initial opening of the account. Unless you have been hitting some big wins, this usually amounts for more money, than Casino Guru usually requests in case of reopening accounts of gambling addicts. I know you have requested 18,500 USD for a refund, and uploading a deposit history coinciding with this amount, however the cashier is not showing any withdrawals that have happened since your account has been reopened, so I would need to investigate that part further, to see what is the refund amount to be requested, which would be in line with Casino Guru policies regarding the refund. Unfortunately, I can't proceed with this part any further, due to the following reason.

The waiver

Within the WhatsApp conversation with the casino manager, you have agreed and signed a weaver. From the looks of the whole conversation, it does not look like you were in distress, or not understanding the situation. You seemed eager to sign the waiver and receive the money, and the manager even asked you twice to read carefully the whole document before signing and sending it back. None of you were aggressive, and the manager has not been misleading you in any way. Since you have later sent signed document back to the casino manager, without questioning anything, I believe you have signed it our of your free will, fully understanding ins and outs of the document.

By signing this waiver you have agreed to the refund amount of 5,487 USD, to consider the matter of reopening of your account as settled, and also not to pursue this issue further. Because of this waiver, there is nothing I can do, since you have signed it and received the amount you have agreed to. Actually just by lodging this complaint with Casino Guru, you have violated this settlement, and RioBet Casino can now legally take you to court, request the money to be returned and then sue for damages.

To ensure things don't escalate that far and since the casino has paid the agreed amount and amended internal procedures to prevent this issue from reoccurring, I will now close this complaint as rejected. I understand this is not the resolution you have hoped for, and I am sorry I can't be of more help. But to help you with battling the gambling addiction, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Good luck!