Rivalry Casino — общее обсуждение

So I'm registered to rivalry under Ontario.

I had deposited $500 and was playing live casino games with the promotion of 20% cashback for losses in mind.

One week, I had noticed my account was suspended.

Upon, reaching to customer support, they said

"Please be informed that your account has been suspended due to a breach of our terms and conditions.

All winnings or cashback will be void and your account will be closed as per our terms and conditions.

No payments will be made to you due to this decision.​"

I asked what terms I breached, and they said they will not disclose it with

"Bob here.

Unfortunately, this decision is final and we cannot provide any more details about it. As advised, the funds won't be returned to you. Please do not create any other accounts with us, as those will be terminated"

They zero'd my account and then they gave me this email:

"Unfortunately your Rivalry account has been closed.

This is an automated message, the details of your account closure can be discussed directly with our support team.

We have updated your Rivalry account to allow you to request a withdrawal and retrieve your remaining balance* via one of the methods available in your cashier.

*The remaining balance in your account may be adjusted to the amount you are eligible to withdraw, depending on the nature of your account closure.

If you have any issues please contact support.​"

Over two thousand dollars erased and taken from me with no justification.

I'm not sure what I can do about this situation. I feel absolutely scammed by this awful scamming company.

I'm situated in Ontario and as per AGCO and iGaming terms, it explicitly states that Books are to return all deposited cash, and alludes to the fact that they can consficated bonus funds but not cash in which they did.

​​​​​​​I'm not sure what to do...Please help

Hello, and thank you for coming to us with this issue.

I believe that no online casino should behave like this, and surely they should explain the whole situation and say exactly what the breach of terms was.

So I would suggest you file a complaint here, and our team will try to contact the casino and find out the exact reason for all this.

Are you still in touch with the casino, or have they seized any kind of communication with you?

And what about your account? Is it blocked now?

Hello,

I've been waiting for my payout for about four days, and support just tells me I have to be patient. I'm afraid they're just stringing me along. I've never had problems with smaller withdrawals, but now that it's a larger amount, the amount isn't being debited. This is very, very strange to me.

Hallo,

ich warte seit circa 4 Tagen auf meine Auszahlung und der Support schreibt mir nur dass ich mich gedulden muss. Ich habe das Befürchten dass sie mich nur Hinhalten. Bei kleineren Auszahlungen hatte ich nie Probleme jetzt wo es ein größerer betrag ist, wird der Betrag auf einmal nicht abgebucht. Das ist für mich sehr sehr komisch

Have they asked you for some documents to pass the verification, perhaps?

Or have they explained the reason for the delay?

No, I am already verified and they didn't give me a reason

Nein verifiziert bin ich schon und einen Grund haben sie mir auch nicht gegeben

Okay, I understand.

Have you contacted the casino by email as well or just live support?

Yes, I also contacted them via email, but still no response or help. They just said the team is working on it...

Ja ich habe sie auch über email kontaktiert immernoch keine Antwort oder Hilfe. Es wird nur gesagt das Team arbeitet dran….

And the thing is that crypto should be faster, right? 🤷‍♀️

Did they mention something like they are perhaps overloaded by withdrawals?

This time of the year casinos have fewer employees, as everyone is on holiday, actually, so this comes to my mind. They should say the reason clearly so everyone knows what is going on, for sure.

No, they didn't give a specific reason. I didn't have any problems with my €60 withdrawals. Now, all of a sudden, I'm being asked for documents regarding the deposit and whether I have a job with a payroll from it. Is it even legal to ask something like that? I just want to withdraw the money I deposited and the profits from it... It can't be that difficult, can it?

Nein sie haben keine genauen Grund genannt. Bei meinen Auszahlungen von 60 Euro hatte ich ja auch kein Problem. Jetzt wurde ich auf einmal nach Dokumenten gefragt wegen der Einzahlung und ob ich einen Job vorweisen kann mit einer payroll davon. Ist das überhaupt rechtens sowas zu fragen? Ich möchte doch einfach nur das Geld was ich eingezahlt habe und den Gewinn davon auszahlen…. Das kann doch nicht so schwierig sein

Well, they need to do this due to the AML policy, but usually with crypto it is not that often they do that, actually.

Whenever they see something unusual, they start to check, even though everything is okay from your side, you know. 🤷‍♀️

OK, it's done now, but the process took a very long time, which I don't like.

Ok es hat sich nun erledigt, jedoch hat der Prozess sehr lange gedauert, was ich nicht gut finde..

So, did you also get your money?

They went bankrupt.