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Good morning my name is Ken*** Osw*** G*** B**** I want to file a complaint to the casino previously selected which is Riobet the registered email is Kennethbon*****@gmail.com, the problem I had was that yesterday April 8 of this year I made a withdrawal for the amount of $ 609 by the payment method USDT Trc20 hours later my account was blocked when I tried to access my account it told me that my password had been blocked and that I should contact support to register the problem, I did exactly what the alert asked me and I contacted support and what they told me was that my account was blocked for a series of rules that were violated specifically rule 7.2, 7.3, 7.4 what these rules say is that they are related to bets with a related IP or simply similarity in bets with another device or account which is impossible since I have always used the same device to log in and to place sports bets on the other hand the similarity they mention also does not make it true because sporting events are public and could have similarity with any person, I will leave you a screenshot of the conversation so you can see what I received when I contacted the Riobet casino. Thank you in advance, have a nice day.

Buenos días mi nombre es Ken*** Osw*** G*** B**** quiero presentar una queja hacia el casino antes seleccionado el cual es Riobet el correo registrado es Kennethbon*****@gmail.com, el problema que tuve fue que el día de ayer 8 de abril del presente año realicé un retiro por la cantidad de $609 por el método de pago usdt Trc20 horas después mi cuenta fue bloqueada cuando intentaba acceder a mi cuenta me decía que mi contraseña había sido bloqueada y que me comunicara con soporte para registrar el problema, hice exactamente lo que me pedía la alerta y me comuniqué con soporte y lo que me dijeron fue que mi cuenta estaba bloqueada por una serie de que se infringieron reglas especificamente regla 7.2, 7.3, 7.4 lo que dicen estas reglas es que se encuentran relacionadas apuestas con ip relacionada o simplemente similitud en apuestas con otro dispositivo o cuenta lo cual es imposible ya que siempre he usado el mismo dispositivo para iniciar sesión y para realizar apuestas deportivas por otra parte la similitud que mencionan de igual forma no hace veracidad porque los eventos deportivos son públicos y podría tener similidad con cualquier persona les dejaré una captura de pantalla de la conversación para que puedan visualizar lo que se me respondió al momento de contactar al casino Riobet, de ante mano gracias feliz día.

Hello kennethbonilla0102,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RioBet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Does anybody else from your household owns an account in this casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good evening Nick, I will be happy to answer your questions. If my account is verified, I cannot give you an exact date, but approximately between March 29th and 31st of this year. Regarding the second question, no one else in my household has a Riobet account, only me. Regarding the third, the last time I spoke with Riobet casino support was on April 9th of this year, that is, during El Salvador time right now, and it was about closing my account. They told me that it was closed for violating the rules and that all my funds would be confiscated. Thank you very much. Have a nice evening, thank you in advance.

Buenas noches Nick con mucho gusto respondo sus preguntas, si mi cuenta está verificada fecha exacta no podría brindarle pero aproximadamente ente 29-31de marzo del presente año, con respecto a segunda pregunta no nadie más cuenta con una cuenta de Riobet en mi hogar solamente yo, con respecto a la tercera la última vez que hablé con el soporte del casino Riobet fue el 9 de abril del presente año es decir en horario de El Salvador ahora mismo y se trató sobre el cierre de la cuenta donde me dijeron que me la cerraron por infringir las normas y que me confiscarían todos los fondos, muchas gracias feliz noche de ante mano gracias.

Good afternoon, I would like to make a clarification with all due respect to improve the case more than a clarification is to better present the main problem in case I did not explain myself in the best possible way, the Riobet casino blocked me after having made the first and only withdrawal for the amount of $ 609. Said withdrawal was not processed, meaning they did not pay me. I realized this when I tried to access my Riobet account and access was denied, showing me a message on the screen that said that my password had been blocked and that I should contact support, so I did what they told me, I explained the case and they told me that my account was blocked and that my funds, which were the amount of $ 609, the amount that I had tried to withdraw and they did not allow me, they informed me that they were going to be confiscated. Thank you in advance, have a nice day.

Buenas tardes quisiera hacer una aclaración con todo el respeto para mejorar el caso más que una aclaración es plantear mejor el problema principal por si no me di a explicar de la mejor forma posible, el casino Riobet me bloqueó después de haber realizado el primer y único retiro por la cantidad de $609 dicho retiro no fue procesado es decir no me pagaron, yo me di cuenta de esto cuando intente acceder a mi cuenta de Riobet y el acceso fue denegado mostrándome en pantalla un mensaje que decía que mi contraseña había sido bloqueada y que me contactara con soporte por lo que hice lo que me dijeron expuse el caso y me dijeron que mi cuenta fue bloqueada y que mis fondos que eran la cantidad de $609 cantidad que había tratado de retirar y no me lo permitieron me comunicaron que iban a ser confiscados, de ante mano gracias feliz día.

Thank you kennethbonilla0102 for all the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Good morning, thank you very much. I will be waiting. Will you always respond to me through this medium?

Buenos días muchas gracias estaré pendiente, siempre me responderán por este medio ?

Hello, kennethbonilla0102!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

I understand, thank you very much

comprendo muchas gracias

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.

If they don't respond, would my balance be affected and would there be no way for me to get paid?

En dado caso ellos no respondan mi saldo se vería afectado y no habría forma de que me paguen ?

I am sure they will respond. They have got the Fair and Safe Badge from us which requires them to respond to complaints as well.

Okay, anyway, thanks a lot Pavel, we'll be in touch.

Okay de igual forma muchas gracias Pável estamos en contacto

Dear Pavel, we have sent the information to your email.

Уважаемый Павел, мы отправили информацию на вашу электронную почту.

Thank you, Riobet Casino!

kennethbonilla0102,

we have learned from the evidence provided by the casino that your issue is solely related to the sports betting. Unfortunately, we do not have enough expertise to judge such cases. Therefore, I must reject your complaint.

I am sorry I could not be more of help.

Respectfully,

Pavel K