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During the period from December 18 to December 1, I participated in the Rising Riches tournament. In the first week of the tournament (November 18 to November 24), I finished in 31st place and received a prize of $100. The tournament ended on December 1, and the prize was supposed to be credited within 10 days, but that hasn't happened.

As of December 16, the casino only tells me that I have to wait because the provider is the one who needs to clarify this, and they can't do anything else. I've asked many times if this problem affects everyone who participated in the tournament or if it's just specific to my account, but I get no response. I also don't know how long I need to wait, and it's been 6 days since I started this process with Riobet.

The situation is unfortunate. I've been playing at this casino for over 4 years, but their quality of service has been deplorable in recent months.

I hope you get more answers than I have received.

Thank you

Durante el periodo del 18 de diciembre al 1 de diciembre participe en el torneo Rising Riches, la primera semana del torneo (18 al 24 de noviembre) termine en el puesto de clasificacion 31 obteniendo un premio de 100 dolares, el torneo finalizo el dia 01 de diciembre y el premio debia acreditarse dentro de los 10 dias cosa que no sucedio.

Siendo 16 de diciembre el casino solo indica que debo esperar que el proveedor es quien debe aclarar esto y que no pueden hacer nada mas, he preguntado en muchas ocaciones si este problema es general de todos los que participamos en el torneo o solo puntual con mi cuenta, a lo que tampoco responden, cuanto debo esperar tampoco y ya han pasado 6 dias desde que inicie la gestion con Riobet.

Es lamentable la situacion, juego en el casino hace mas de 4 años pero los ultimos meses su calidad de servicio es deplorable.

Ojala ustedes obtengan mas respuestas de las que yo he conseguido.

Gracias

Dear Mona45,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you participated in a tournament before? If you have, were the winnings credited on time?
• Did you pay anything to participate in this tournament?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello!

Yes, I have participated in tournaments and the prizes are usually paid before the indicated deadlines.

This is the first time something like this has happened.

I didn't pay anything to participate, I just played with my own funds.

I asked again today and got no answer.

Hola!

si he participado en torneos y los premios generalmente son abonado antes de los plazos indicados.

es la primera vez que sucede algo así.

No pague nada por participar solo jugué con fondos propios.

hoy he vuelto a preguntar y no he obtenido respuesta.

This is the response I received from the team in charge of my case at Ríobet:

My question:

And the supplier set a deadline for a response or just said "we will review it"

Riobet's response:

There are no exact dates. We hope that verification will be completed in the near future and we look forward to it together with you.

I think what bothers me the most is that the casino takes an arrogant position regarding the response that it has already been 7 days and they are still doing the same thing… I could be waiting a year and they would still give the same excuse, because in the end it is the provider's fault…

Esta es la respuesta que recibí de parte del equipo que está a cargo de mi caso en Ríobet:

Mi pregunta:

Y el proveedor fijó un plazo para dar respuesta o sólo dijo "lo revisaremos"

Respuesta de Riobet:

No hay fechas exactas. Esperamos que la verificación se complete en un futuro próximo y lo esperamos junto con usted.

Creo que lo que más me molesta es esto que el casino tome una posición arrogante con respecto a la respuesta que por lo demás ya han pasado 7 días y siguen con lo mismo… podría estar esperando un año y ellos seguirían dando la misma escusa, por qué finalmente es culpa del proveedor …

Thank you very much, Mona45, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Mona45,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite RioBet Casino to join the conversation and participate in the resolution of this complaint.

Dear RioBet Casino,

Can you please provide an update on the status of the player's tournament winnings?

Kind regards,

Adam

They consider that the time they gave Riobet is excessive to provide a response, considering that 20 days have passed since I started discussions with them about this situation.

As you can see in the conversation I attached, it is dated and the response is still vague to say the least.

Consideran que el tiempo que le dieron a Riobet es excesivo para que de una respuesta, considerando que desde que inicié las conversaciones con ellos por esta situación han pasado 20 días.

como puedes ver la conversación que adjunto, tiene fecha y la respuesta sigue siendo vaga por decir lo menos.

Hello. Unfortunately, we are unable to provide more information on your question at this time. This situation is under consideration by the provider. As soon as the provider provides information, our support will write a response to the player in the request. We all hope that the provider will not have to wait too long for a response.

Здравствуйте. К сожалению, пока у нас нет возможности предоставить больше информации по вашему вопросу. Данная ситуация на рассмотрении у провайдера. Как только от провайдера поступит информация, наш саппорт напишет игроку ответ в обращении. Мы все надеемся, что ответ от провайдера не придётся ждать слишком долго.

Thank you for your response, RioBet Casino.

Can you clarify how long ago the game provider has been contacted?

Kind regards,

Adam

This is the last answer I received, as you can see the answer is vague

And as in all previous conversations they excuse themselves as the game provider? The tournament was global, is it possible that I'm the only one with the problem?

teNFS note that today is December 28th, this response was received on December 24th of this year… it has been 28 days since the tournament ended and the provider doesn’t bother to respond…

esta es la última respuesta que recibí, como podrán apreciar la respuesta es vaga

y como en todas las conversaciones anteriores se excusan en el proveedor del juego? El torneo fue global es posible que solo sea yo la del problema ?

teNFS en cuenta que hoy es 28 de diciembre esta respuesta fue recibida el 24 de diciembre del año en curso… ya han pasado 28 días desde que el torneo finalizó y el proveedor no se molesta en dar respuesta…

Hello Mona45,

As it is likely that the tournament prizes are credited by the game provider, we will need to await their response. This could take some time due to the holiday season, so for now I will extend the timer.

Dear RioBet Casino,

Can you please provide an update? When has the game provider been contacted?

Kind regards,

Adam

It's been 30 days now and the supplier hasn't given any response... I think there simply won't be such a response...

Hoy ya son 30 días y el proveedor no da respuesta alguna… creo que simplemente no existirá dicha respuesta…

Good day. Thank you for waiting. The request to the provider was sent on December 11, and a response has already been received. The winnings have been credited.

Добрый день. Благодарю за ожидание. Запрос провайдеру был отправлен 11 декабря, и уже поступил ответ. Выигрыш зачислен.

That's right, today the earnings have been credited, thank you very much for the efforts.

Es correcto, el día de hoy las ganancias han sido acreditadas, muchas gracias por las gestiones

Many thanks for your response and assistance, RioBet Casino.

Dear Mona45,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Adam