Vegas Rio Casino Support and Complaints Thread

Okay, thanks 🙂

Sent you a message 🙂

Hello Cosmic,

Thanks for sharing your account details with us. We will notify Casino Rep about this issue and once we get a response we will let you know.

Keep an eye on this thread.

Ok, will do 💜 

I dont think you'll be able to get ahold of them, they haven't been active for a month now. Lol

Hello Cosmic,

We are still waiting for a response from Casino Rep. Once we hear back we will get back to you instantly.

Keep an eye on this thread.

Okay thanks 🤧

I hope they respond soon, I've been waiting for too long now, I feel like they just don't want to pay me.

Hello Cosmic,

Really sorry to hear that. We will send them a reminder again in hopes that we can get a resolution.

Please keep an eye on this thread.

Thank you.

This email was from 5 days ago.

Why are they taking so long to pay me? I don't understand 😔

Hello Cosmic,

We are still waiting for their update about your case. We will try once again to remind them. 

Keep you posted.

Thank you.

Hello Cosmic,

Casino Rep got back to us and told that you will be paid on Monday. Hope that they will stick to their words.

Have a great weekend and please let us know when you receive your funds. 

Thank you.

That's awesome! Thank you so much for the assistance Berks. 💟 You have a great one as well. 🙂

Whoah, I woke up to a pleasant surprise this morning and it's all thanks to you berks! You're a modern day Hero. 🙂

Hey Cosmic

Wow, we are glad that your morning started with such good news! 

Enjoy your winnings! 

*****copied from an email i sent, not 100% sure what attachments are attached, but i can provide all emails exchanged if needed and they would illustrate this situation much better***** this is the third or fourth attempt to withdraw the same funds most recently subitted 4-11-23, with the initial attempt around 3-25-23***

I have questions as to why I have not heard anything from you or anyone in your banking/ payout department or any department for that matter regarding my withdrawal. I have not gotten an email in regards to its approval or denial.  I have contacted live chat 3 times and each time was told to hurry up and wait.   

I am tired of this run around game you and or your organization wants to play.   I satisfied your requirements,  i have an email stating my kyc was approved and yet i have heard nothing back in 12 business days or 15 days in total.  While your own statements on the site say 2-3 business days for approval and payout within 7-10 days following approval.  If my math is correct that would mean I should be paid by now correct?  Yet I still haven't gotten acknowledgement of approval or denial. You guys are playing a game here,  you know it,  I know it and every single email and live chat screen shot and download that I   have saved clearly show it.  

I don't want to play this game.  I want my payout, in accordance with the timeline that vegas rio states on the website. 

So what's the problem here? When can I expect my payout?   

Expecting and looking forward to a response from you,  that is a explanation and a solution and not a hurry up and wait run around. Thanks. 

Jordan A. Kleen

Hello luckless613,

According to their t&c, the maximum time to process the first withdrawal is 21 days.

i saved it all

the last i heard

Hello luckless613,

Thanks for all the information but according to their T&C we cannot react until 21 working days have passed. As we can see four more days you are within the timeframe. We will reach out to them early next week if you don't get paid.

Thank you for your understanding.

Hello luckless613,

Do you have any updates?

Did you receive your funds?

Hello luckless613,

We will be closing this complaint due to inactivity of submitter and mark it as Resolved.

Hello, I emailed LCB and they suggested I post in here. This is regarding Vegas Rio Casino.

Like the previous complainant, I used a no deposit chip and met playthrough back in May.

The casino only pays up to $100. They require KYC even though it is a BTC transaction.

We are now about two months later and after delaying and delaying and delaying everything they approved my KYC.

They rejected a credit union statement and they requested a bank statement or utility bills. I sent them an internet bill which they approved. But no follow up on payment.

Their chat support is apparently told to brush off complaints. I spoke to Elena who promised me an email 24 hours later and then Andy took over who said he "escalated it," and to "wait for an email." I have not heard back since then which is last week and now its over two months later.

Kenny tried using technical issues and I had to do a second withdrawal request bc when they requested the new document I had to re request it. When I did he said there were technical issues and had to reboot my computer. How dumb do these guys think people are?

One excuse after the other. One delay after the other. Their casino simply refuses to pay when they have approved everything. 

They know who I am. They have all spoken to me. They give you every reason to "wait for an email" that never comes.

I have screenshots of all chats. I have emails showing they reviewed and approved my KYC. They refuse to send payment saying to wait for an email.

Their casino is nothing more than a scam until proven otherwise. I met their high playthrough requirements. I passed their KYC. This is merely a 30 minute maximum BTC transaction that has dragged on for two months. They do not care. I can send copies of screenshots from chats I referenced above. I can send proof of approved KYC. All of my very extensive documentation shows a pervasive pattern of an unwillingness to pay. I made playthrough and it is their responsibility to honor their end of the deal and make payment for doing so. This place knows only how to delay and delay. Then they delay even more so. They could care less about running an honorable casino. They could care less about players. About every other day I receive an email from them asking me to deposit and play there. They can send solicitation emails left and right but they cannot honor payment. I am hoping EVERYONE knows what a scam they are.

Here are just some of the snippets of our "conversations."

I almost forgot....when they dont like you asking questions they pretend like you left the chat to avoid answering....

2Andy

I have already forwarded your details to our

team as per your request

And it was on processing

Kindly wait for an update from our team

Visitor

How long does that take? Whats your average

withdrawal time? Its almost two months now

Hello?

BAndy

Kindly wait our team will get back to you in

1-2 business days

Visitor

Thats what inwas told last time and no one

ever does.

New

Andy

For some time now, we have not received

any response from you. As a result, we have

to end this chat session. Please don't

hesitate to get in touch with us again if your

problem wasn't resolved 

Can you tell me when asap is? As you saw this

has been going on since May 15th

2Andy

I have forwarded your profile to our team and

they will get back to you soon through email.

Visitor

I hear you but everyone has told me soon or 24

hours and i havent heard anything. Cant they

look at it today?

New

2Andy

Yes I have already forwarded your details to

our team as per your request.

Kindly wait our team will update you through

8Andy

I have updated your profile to our team to

speed up the process and I will definitely

make sure that your issue gets sorted.

Visitor

Ive been told similar things for several months

What is the delay? My KYC was verified. I have

emails confirming that. Why is there even a

delay? I keep being told someone will do

something and the New thing has happened

Elena

Yes Andrew I have understood your concern

We can sense it. I have requested my senior

about your cashout. Within 24 hrs our team

will reach you. Please wait for the update.

Visito

Ok ill expect the update

 appreciate you giving all of the documents

To make processing your request simple, I ask

that you submit a withdrawal request.

Visito

Ive had a wirhdrawal request since may. 1 have to

do another one?

2 Kenny

Ves Is there anything else I may help you with?

Visito

ts asking me for my id card again. I already had

that approved a long time ago

2 Kenny

We kindly ask that you follow the necessary

sequence of procedures listed below to

address this problem.

Please reboot your computer. Please remove

the cache, temporary files, and cookies and try

again if the issue persists. It ought to work

-Try using a different browser if necessary

If it still doesn't work, try using a different

mobile device, desktop computer, or laptop.

2Frank

I our team is working on your documents I

request you to wait for an update from them

Is there anything else I may help you with?

Visitor

I have been waiting since May 13. I hope you

guys do the right thing and rightfully pay my

withdrawal

2Frank

request that you wait for an update You will

receive an update within 24 hours

We appreciate you choosing the Vegas Rio Casino!

We are delighted to inform you that your KYC documents have been successfully verified on our end.

We appreciate your patience, attention, and kind understanding in this matter.

Happy Gaming!

Regards,

Payouts Team

Contact Us:

Online Chat (24/7)

E-Mail:[email protected]

If someone can please assist with this resolution I would most certainly appreciate it.

Hello AndrewRose101,

Thank you for bringing this issue to our attention. 

Could you please send us your Casino Username via private message so we can check with Casino Rep what is happening with your account?

Thank you in advance.

Thanks so much Berks. I Dmed you.

Hello AndrewRose101,

Thank you for sharing your account details with us. We will ping Casino Rep in order to help you with this issue.

Keep an eye on this thread for any updates.

Ok will do appreciate your help. I have very extensive documentation of everything so hopefully with your help I can finally get this resolved.

Hello AndrewRose101,

We are still waiting for an update from their side. We will send them a reminder email in hopes that we can get a proper clarification regarding this matter.

Keep you posted.

Thank you.

Yes, in my experience they don't respond when asking about my withdrawal. I speak with their chat personnel who all tell me to "wait for an email." I would think the casino would do the right thing but my experience is they dont really care to do so. Their lack of response to you is quite telling to me.

Hello AndrewRose101,3

We completely understand you and really sorry because your are waiting so long for a feedback. Once we get a response we will let you know.

Thank you for your patience.

Hello AndrewRose101,

Unfortunately for unknown reason we are not getting any news from their side which is a bit unusual. We will ping them again and once we hear back we will inform you.

Please keep you posted.

Yes welcome to my world. This is EXACTLY how they have been with me. One would think they would want their customers to be satisified with their website. One would think they would want to say something about what I said. The thing is the lady that posted on here before---Linda from their cssino literally sends me emails every day to deposit. They want money from everyone but when they need to pay they go radio silent. Vegas Rio casino is showing everyone on your forum EXACTLY WHO THEY ARE. One would think they would want to resolve this with me but they dont seem like they want to and every prospective player on here is seeing how they are. Im telling everyone they are as terrible as I am saying they are. Wonder why tbey wont answer you though? 

Hi AndrewRose101,

We are sorry to hear about your experience with Vegas Rio casino. We want to extend our empathy and understanding towards your frustration. It's disappointing when a company fails to address their customers' concerns and prioritize their satisfaction.

It is indeed essential for businesses to listen to their customers and strive to improve their services. It's unfortunate that you've faced issues with their customer service and communication.

We hope that the casino takes this feedback seriously and takes steps to address the problems you've encountered. We are also waiting for their response. So far, we have had good communication with them, as far as up-to-dateness is concerned.

Keep you posted.

Yes I heard good things about them. But then my experience is quite negative. And I have all of the documentation, some of which I have already disclosed, to back up every one of my claims. I just wonder why they will not respond to you and resolve this matter? It baffles me that any business would want to treat customers like this. And  I dont know why they wouldnt just resolve it. Instead I am left with one empty promise from them, one delay after another and zero payment. I had $3408 total left on my account of which $100 is cashable bc of the coupon. Its not like I barely made the playthrough. I did extremely well and now they dont want to hold up their end of the bargain.

Hi AndrewRose101,

As we said, we are very sorry, but until we get some proper information from them we are unable to help you. Hope that they will reach out to us as soon as possible with the clarification.

Thank you for the patience and cooperation.

Totally understand and appreciate your help. I wonder why they won't even respond to you given you have an existing relationship with them. I'm continuing to wait as I said before since May.

Hi Berks,

It's been a LONG TIME. Have you received any response from them? 

Hi AndrewRose101,

Unfortunately we haven't got any response from them more than one month. Obviously they don't want to cooperate with the complaints, so we will suggest that this group of casinos be tested again, and based on the collected information, we will decide what is best to do. Until we have information from them, unfortunately, we cannot help. When they do, we will immediately contact you and share information related to your case.

Thank you for your understanding and patience.

I made a withdrawal request back in April and after several weeks I finally become KYC verified and they approved my request. However, it is now September and my bitcoin withdrawal request is still in the final stage of the process. I been trying for months to receive it but I get the same scripted response from both their live chat and email support. "Its in the final stage and our team will contact you via email when processed. Its literally been 5 months of waiting...Maybe someone can help me out?

My username there is Hilltopperjm and email assiocated to that account is [email protected]

Thanks for letting us know. We're going to notify the casino rep about your post. Please keep an eye on this topic. 

Hello Hilltopperjm,

We are still waiting from their side to update us regarding this matter. Once it happens we will let you know.

Keep you posted.

So does anyone recommend playing here and making deposits. 

Is this casino good about paying out and what kind of documentation are they asking for. What do you rate there payout system at please let me know. 

Hello Deadeye39

In the previous month, we did not receive adequate feedback from them. We advise you to review the entire thread and draw your own conclusions based on the members' impressions of this brand.

We are sure that this will help.

Hi Hiltopperjm,

I hope you're doing well! We noticed that your address proof has expired, and our KYC team has already been in touch with you about this. To ensure a smooth verification process, kindly submit your updated KYC information at your earliest convenience. We're here to assist you every step of the way.

Thank you for your patience and cooperation!

VEGAS RIO Casino is an outright scan. I have been trying to obtain payment from them since May. 

After multiple attempts, they finally approved my KYC in June. They said it was approved. Multiple chat agents informed me I would receive my Bitcoin payment of $100 within 1-3 days. 

When I didn't receive payment the chat representatives made up excuses like "give it 48 hours," or it is in "final review."

I reached out here for help and Berks contacted them. They IGNORED him on multiple occassions. He informed me there was NOTHING he can do unless they reply.

Fast forward to September---nearly October and I still have yet to receive payment. Berks never got a reply.

I still have ALL of the documentation showing my "approved kyc" and "approval of payment in btc" but I never received it. I have VOLUMES of emails and chat transcripts showing all of the delay tactics and excuses used.

The bottom line is NO ONE should WASTE their time or money at this casino. They set terms and conditions for the player and then do not honor them.

When a player meets requirements they put you off until you give up trying to get paid.

They are dishonest, and disingenuous when they say they want customers. They do not respect players at their casino. They do not honor their own terms and conditions they set.

Their KYC process is long and drawn out. They drag it out hoping everyone GIVES UP.

They have not only FAILED in their obligations to HONOR Payouts but they lie and delay every single step of the way.

I have been waiting since May of this year and they have yet to fulfill their obligation to complete payout.

I see they have done the same to many others.

They essentially make you believe they will pay you and then they instruct their chat representatives to provide you with every excuse in the world why your payment has not been received until you give up.

They owe me my withdrawal. They don't keep their end of the bargain. They DO NOT RESPECT the chat moderator Berks who made a good faith attempt to help me.

In short, I STRONGLY ADVISE AGAINST playing at this casino. You will be LIED to, DELAYED, and STRUNG ALONG until they think you gave up.

In my opinion they FAIL to operate with any sense of integrity or honesty. They have no sense of operating their casino in good faith.

I am STILL WAITING since May for my EARNED withdrawal. 

Ignoring me and ignoring others on here, and leaving them in the same position as me---without their withdrawal payment rightfully earned is completely dishonest and unethical.

A legitimate casino will process ALL WITHDRAWALS in a TIMELY manner.

In fact Vegas Rio has a policy of completing withdrawals in TWENTY ONE days if you read all of their policies like I did.

Vegas Rio still owes me my withdrawal and they owe Berks a response. They also owe everyone else in this thread their withdrawals they are entitled to as well.

Until Vegas Rio fulfills their obligations, they are no more than a SCAM operation that makes empty promises.

If Vegas Rio had any sense of integrity they would respond to Berks immediately, review my withdrawal and process it immediately.

They likely never will and that is how you KNOW they are a SCAM.

I responded in length in this thread but just to share with you this casino does this to everybody. Been waiting like 5 months too. Going to get my withdrawal in 1-3 days for months. Then they make excuses why I didn't get paid. Then they dont pay you and hope they give up. They wouldn't even reply to the moderator, Berks who made multiple attempts to help me.

Hi Andrew,

We are sorry to hear about the frustrating experience you've had with Vegas Rio Casino. Your concerns are indeed valid, and it's unfortunate that you have not received the payment you rightfully won and the support you expected.

We have escalated your issue to the casino multiple times, but unfortunately, they have not responded, which is beyond our control. We understand your frustration and disappointment with the delays and lack of communication from the casino regarding your withdrawal.

Thank you for sharing your experience with the community. We value our members and their feedback, and we're here to support you through this process.

Hi Berks,

You have tried to help and I appreciate your efforts. I think it's ridiculous the casino rep went on here and started talking to other players who had issues without even addressing my issue.

Why would any player trust them if they haven't even resolved issues like mine? I hope every player knows what happens when they play there and it's not just me.

I wish they would just do the right thing but they haven't shown they will ever.