RioBet Casino - Račun igrača je zatvoren, a sredstva zadržana.

Subject: Formal complaint against Rio Bet casino for improper account blocking and balance withholding

Dear all,

I would like to request the support of the Casino Guru team regarding a situation of bad faith on the part of the Rio Bet bookmaker.

I made a deposit of R$500.00 and, after a few bets, I made a profit of R$500.00, totaling a balance of R$1,000.00. However, the next day my account was blocked without warning.

I contacted the platform's support and was told that I had broken the rules. After a few days, I got in touch again and the reason was the same, but I realized that the house's terms and conditions had been changed, specifically clauses 7.1 and 7.2.

Even with the subsequent modification of the terms, I reaffirm that at no time did I break any rules, either in the previous versions or in the updated ones. The platform's attitude constitutes a clear lack of transparency and good faith, which seriously compromises user confidence.

I therefore request the immediate release of my balance, as the block was arbitrary and unjustified. If there is no adequate solution, I will take the appropriate legal measures with the consumer protection agencies and other competent channels.

Thank you for your attention and I look forward to hearing from you.

Assunto: Reclamação formal contra o cassino Rio Bet por bloqueio indevido de conta e retenção de saldo

Prezados,

Gostaria de solicitar o apoio da equipe do Casino Guru em relação a uma situação de má fé por parte da casa de apostas Rio Bet.

Realizei um depósito no valor de R$500,00 e, após algumas apostas, obtive um lucro de R$500,00, totalizando um saldo de R$1.000,00. No entanto, no dia seguinte, minha conta foi bloqueada sem aviso prévio.

Entrei em contato com o suporte da plataforma e fui informado de que teria infringido regras. Após alguns dias, entrei novamente em contato, e a justificativa foi a mesma, porém percebi que os termos e condições da casa haviam sido alterados, mais especificamente nas cláusulas 7.1 e 7.2.

Mesmo com a modificação posterior dos termos, reafirmo que em nenhum momento infringi qualquer regra, nem nas versões anteriores nem nas atualizadas. A atitude da plataforma configura uma clara falta de transparência e boa fé, o que compromete gravemente a confiança dos usuários.

Dessa forma, solicito a liberação imediata do meu saldo, uma vez que o bloqueio foi arbitrário e injustificado. Caso não haja uma solução adequada, estarei tomando as medidas legais cabíveis junto aos órgãos de defesa do consumidor e outros canais competentes.

Agradeço pela atenção e aguardo um retorno.

Dear Assuzinho10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you, I have a few questions:

• Did you receive any formal communication regarding the account block, such as an email or message from the support team? If so, please forward it to me at veronika.f@casino.guru.
• Could you elaborate on the exact reasons given by the support team for your account being blocked?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Good evening,

I hereby express my dissatisfaction with the blocking of my account, which occurred without any prior formal communication. After 24 hours, I had to contact support via chat, at which point I was informed that there had been an alleged breach of clauses 7.1 and 7.2 of the terms of use.

I would like to point out that at no time did I commit the alleged infringements. I asked for detailed clarification and for the specific parts of the terms allegedly violated to be sent. However, I realized that the terms sent were modified and, even so, do not match my conduct on the platform.

It was alleged that I place group bets, which is completely false. I've been working in the sports market professionally for four years and I work individually. It has also been alleged that I have more than one account, which is also untrue - this is my only account on the platform.

Furthermore, to date I have not been subjected to any proper verification process to clarify these allegations.

I want to get my money back in the amount of 1,000 reais because I'm being made a fool of. Help me casino guru.

Boa noite,

Venho, por meio desta, manifestar minha insatisfação com o bloqueio da minha conta, que ocorreu sem qualquer comunicação formal prévia. Após 24 horas, precisei entrar em contato com o suporte via chat, momento em que fui informado de que houve uma suposta infração às cláusulas 7.1 e 7.2 dos termos de uso.

Gostaria de ressaltar que, em momento algum, cometi as infrações alegadas. Solicitei esclarecimentos detalhados e o envio dos trechos específicos dos termos supostamente violados. No entanto, percebi que os termos enviados estavam modificados e, ainda assim, não condizem com a minha conduta na plataforma.

Foi alegado que realizo apostas em grupo, o que é totalmente falso. Trabalho com o mercado esportivo de forma profissional há 4 anos e atuo de maneira individual. Também foi alegado que possuo mais de uma conta, o que igualmente não é verdadeiro esta é minha única conta na plataforma.

Além disso, até o momento, não fui submetido a nenhum processo de verificação adequado para esclarecer essas alegações.

Quero receber meu dinheiro no valor de 1.000 reais porque estou sendo feito de otario. Me ajude casino guru.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.