Vegas Rio Casino Support and Complaints Thread

Hello, LCB community

My name is Linda and I represent : Vegas Rio Casino Exclusive Online Casino

I am hyped to introduce here.

You can ask me anything related to this casino here in this thread, I am always here to help you out :)

I am delighted to share carefree atmosphere with our players through outstanding bonuses and exclusive promotions. We are committed to offer you the best quality of service, responsibility and transparency. I'm sure you'll enjoy playing here!

If you have any problems with our casino you can post it here or contact us directly using live chat and email on our website.

See you soon

WELCOME TO Vegas Rio Casino !

hello welcome to our humble abode 😉🤜

Welcome Linda, delighted to have you here. 

Welcome Linda

Thanks for signing up Linda, glad to have you here to assist our members! 

Welcome to the LCB community, Linda! Nice to know you are here to assist us.

Welcome Linda, nice to have you here

Hi Linda, Welcome to our forum

Yeah I'd like to know why I've been trying to get kyc verified with you guys for over a month you keep sending information back saying it's not in PDF form when it is you can see on the attachment where it says PDF on it you guys say you don't take letters from government agencies as proof prevention from your website and I've offered all kinds of documents to get kyc verify I've been identified by ID me hdb and LifeLink within the past two weeks neither one of the three companies had a problem all work for the government have government contracts and there was any problem verifying me you guys weren't even try when I call her chat with customer support half the time they just ignore my questions and never answer them the other half the times it's the same answer okay well we alerted them we raise the awareness of your case and they'll get back to you within a couple days or within 24 hours I don't hear from him for four days and it's the same message that you just sent before and the newest one was that my documentation is coming from a third party link which is not I took a picture of it turned it to a PDF and exactly what you guys asked me for so I don't know what it takes to verify someone that just been verified three times in the past 2 weeks but government agencies you guys can't do it and you've got five times the paperwork they did it they didn't have near what you guys had. And hopefully they post this is the policy for your kyc from your company is posted on your website said the bottom of every page down with the terms and conditions and everything else anybody can go look at it and tell me it doesn't say that I can use government paperwork twice

I am very desperate because I have been trying to verify my account for many weeks and be able to collect $66, after several weeks I was able to successfully verify my driver license now the problem is my gas bill after sending it they say that I should send in English! After doing the impossible to send a gas bill with some translations that I requested from the company and that I now had to pay, this casino rejects it. I have never come across a casino that puts up so many obstacles to verify an account. I think they are Predatory terms for not paying if they do not accept documents outside of the English language then why do they accept players from other countries? I am about to close my account in this casino but I found here a representative of the casino I hope she can do something and be able to collect my money is fair!

Hello Matthall76, pollismx,

Could you please send us your Casino username via private message and we will notify Casino Representative about your issues with the verification process in order to help you.

Hello Matthall76, pollismx,

Thanks for sharing your details to us. We will ping Casino Rep about all of your concerns and will let you know when we get some feedback. Please keep us posted.

Hi Matthall76 and pollismx, could you both provide me with your username and email address so that I can look into this and resolve it at your earliest. 

Thanks send all the information for message pv 

Hi Matthall76, We have received your documents in the form of screenshots for KYC which we do not accept. We have asked you to send them in PDF or jpg format, but you made a PDF out of those screenshots and sent it to us. Also you have shared some documents through Google drive, we do not have access to open third party links due to security and compliance reasons. Kindly send the documents in the correct format.

Hey pollismx,

We have sent them all the required information about your account. Now we are waiting for the update. Please keep an eye on this thread.

User, Hallm**** dob,*******,email alivenbreathiU*****

I have taken pictures of everything I have in cinnamon to you guys I've taken pictures and turn those into PDF form and cinnamon to you guys and yes I screenshot it some stuff that I have that's already a PDF because you said you couldn't have it forwarded and turned it into a PDF so I don't know what you want me to do some of the accounts I have are online only accounts and I don't have paperwork and they don't send paperwork but the stuff that you guys I took pictures of it and send it to you okay and I took pictures I turn it into a PDF and send it to you that screenshot junk is old it's like 3 weeks old I haven't seen anything from a screenshot you guys in over 3 weeks that's a lie you asked him to show you my current emails that I've been sending you guys within the last 2 weeks there ain't no screenshot in there during a PDF from a screenshot in there

And I want to let you know something else that originally I sent everything in your pictures that I took so they were jpeg form and you guys told me that was unacceptable everything needed to be to converted into PDFs you didn't say but don't use drive because we don't we can't open the third party link or whatever you didn't explain anything all you said was send it in PDF in the correct form you didn't say but we can't accept anything from drive we can't accept documents that were emailed to you which I don't understand why because you email me and ask me to email you documents your confusing this on purpose. I'm remaking them again their photos to PDF image to PDF that's from a PDF maker I'm assuming you'll be able to open that and if not you'll let me know ahead of time so I don't waste my time again

I have plenty of problems with these people. They have been screwing me around for 6 weeks over $100. My initial request was November 2. My KYC paperwork was approved November 10, and since then? Crickets. Not a word, except to ask me to patiently wait for the team to email me. The chat agents either lie or refuse to answer direct questions, support, or whoever the support email goes to, never respond. When asked directly for a name and email for management team member, they refused. I doubt you can actually help, but i am out of ideas, other than publishing negative reviews everywhere that will let me. 

Hi TupeloViking, Could you provide me with your username or email Id so that I can help you with this?

and me case ?not have any information 

Hi Pollismx, Our KYC team has reviewed your account and has seen that you have not sent the KYC documents in English. For any player sending KYC documents other than English language mush follow the following T&C :

 KYC papers must be supplied in English; if a player lives in a nation where another language is spoken, a translation certified by a lawyer validating the information provided will be required.

Kindly go through our T&C to know more.

a certified translation? do you know how much that costs? a lot of money this is one of the worst casinos as I have commented your help is useless! You should resolve the complaints for the benefit of the players. Being your online casino, they should accept documents like in the big online casinos. The only thing I see is that they are predatory terms so that in the end they don't pay, I can imagine taking a gas receipt with a lawyer so that he can translate and certify it for me, your casino and your help are laughable. I hope the players read this terrible experience so that they never play in this predatory casino

Dear Pollismx, 

I can understand...but as per our T&C we cannot accept documents other than in English language. You can provide any bank statement, utility bill or credit card statement which is in English. 

They should close this casino since their TERMS ARE PREDATORY. Where do I get a bank bill in English or a light bill? No international casino conditions your documents in favor of a single language since they are terms that you use to NOT PAY! Yes, my driver's license is already accepted, the rest should be relatively simpler, but with your terms and games in your favor, you do it to NOT PAY!

Hello pollismx,

We have informed Casino Rep about this issue, but we are afraid that they will not change Casino policy. This is stated in regulation so they have all rights to deny all the documents which do not comply with the terms. We will let you know when we get a deeply clarification regarding this case.

Thank you. I appreciate the attention paid. That's right. Unfortunately, they will not change their terms. They are small casinos that have very low incomes, so each payment they make loses a lot. This casino should be for countries where English is the official language, but not a large casino.

No I resubmitted my paperwork like you asked it's been over a week I haven't heard from anything when I go on your website and try to speak to customer support they ask for my username and credentials and when I give it to him no one ever answers me back upset there for an hour waiting no one answers me back so they obviously have some type of directive cuz it happens over and over and over three something plus times a day so I'd really like to know what's going on and I'd like to post your kyc rules again these are your rules from your website which I follow

Vegas Rio casino is a scam they must be slots Villa sister casino because the emails that I get from the kyc team from Vegas Rio or the exact same as the emails I get from the kyc team at slots Villa so it's nice to know that you guys are working together to screw people over they gamble at your website I'd like to post the emails for you guys to see cuz they're so similar they have to be coming from the same people

Hello pollismx,Matthall76,

We have notified Casino Rep about those issues, and reminded him to reply on your posts. Please keep an eye on this thread for any updates.

I appreciate your interest in resolving this long-standing problem of this casino that, because they do not have a gas or electricity bill in English, they do not validate an account, which is absurd with this casino that they do so because they want to pay $66. It should be noted that they charge commission payable! which continues to be predatory, it is very unfortunate that this type of casino exists, it would be convenient for the company to pay so we could give a good comment, but unfortunately they refuse, they are stupid, it is a very small casino and I do not think it will last long, my forecast is that it will disappear. They do not have a variety of games, they do not pay, predatory terms anyway

Hi TupeloViking,

Have you sent to Casino Rep your credentials to be able to check your account and help about this matter?

Hi TupeloViking,

We will close this complaint due to inactivity of submitter.

Hello pollismx,Matthall76,

We haven't got any update from Casino Rep since Thursday. We will let you know when we get more detailed information.

Dear Pollismx,
I do comprehend your issue, but we are unable to violate our terms and conditions. The requirement for a certified translation from a lawyer certifying the information given has been made apparent in our conditions if a player resides in a country where a different language is spoken. I'm hoping you get this.

It is ridiculous to read your solution and response, I have never encountered so many obstacles to verify an account, you say that I should look for a lawyer to certify my proof of address, do you have the slightest idea how much that would cost me? obviously what you do is a tactic to NOT PAY! It is so clear when a casino wants the player to have a gaming experience, it does everything possible so that the player has a good time and their problems are solved, but casinos like yours will never transcend due to their limitations, their position is ridiculous, in addition to that you do not solve anything I hope people stay away from this predatory casino...

Hello pollismx, 

It can be incredibly frustrating for a player such as yourself when you have to jump through various hoops in order to access your winnings, and it is understandable why you'd be raising a complaint here. However, online casinos have the right to be strict with their verification process, as stipulated in their terms and conditions. The best advice we can give you here is to follow their instructions and get your documents notarized in order to enjoy further entertainment. Doing so will help expedite the process and assist you in finally receiving the funds you are due and playing without a concern in mind. 

Does anyone know how long it takes for Rio to process my withdrawal? I finally got my docs verified 5 days ago, but my withdrawal is still pending. 

Hello Cosmic,

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

😳 oh my god

Hello Cosmic,

Please keep us informed.

My withdrawal was initiated on the 28th or February, and I still haven't received payment via BTC. It's been 21 days already lol

Hello Cosmic,

The rule is 21 working days, so you are still within timeframe. We will check with them by the end of the week what is happening with your payout.

Thanks for understanding.

Cool lad, thank you for the assistance. 😎

I understand the terms of the casinos. I have been playing for many years and this casino is the first to make this type of requirement. Look, you tell me that I should notarize my documents. In this case, my license was accepted, then notarizing a gas bill cost me. $500 which was too much to be able to collect $66 which is not worth it this casino should accept players in English since unfortunately whoever wins in another country whose language is not another then they could not collect, it is the first time I have found a casino With these conditions so in their favor that you don't have much to do anyway, hopefully they will change and one day and be like the other casinos that accept players with documents of any language...

Hello pollismx,

We fully understand your concern, but unfortunately it is the Casino's rules that players must abide by. We also hope that in the future it will be valid to submit documents in all languages.

Thanks for your understanding.

This was their response on March 12th: 

And this was their response on March 21st

I've never waited this long for a withdrawal before, I don't understand why I had to wait for over 21 days already.....and that's not even including the amount of time it took for me to verify...  I feel unappreciated 😔

Hello Cosmic,

We will reach out to Casino Rep to inquire about your withdrawal. 

Please send us your Casino Username via private message so we can help you.

Thank you.