Rivalo Casino - プレイヤーの引き出し機能が動作していません。

I have used rivalo for a long time. My account is fully verified and I have withdrawn before.

I went on livechat today for a question and I got an automated message saying this :

"Happy new year!

As of 01/01/2025, the RIVALO.COM site is available only for SERVICES.

It is important to highlight that it is NOT POSSIBLE to make deposits, bets, play in casinos or any other related activity. We recommend that you withdraw your balance from Rivalo.com and click on the banner on your account to register on the site of Rivalo Brazil!"

I immediately went to try to withdraw my funds but the withdraw function is not working. I tried to message the support team via livechat and their support ticket system and all I could get was the same automated message. Is it impossible to talk to someone and to get help to withdraw my funds.

Dear basedschalke,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with Rivalo.

To better understand your situation and assist you effectively, could you please provide more details regarding the issue? Specifically:

• Have you received any prior notifications from Rivalo about changes to the platform or withdrawal process before January 1, 2025?
• Did you encounter any specific error messages when attempting to withdraw your balance?
• Could you provide details of your attempts to contact support (e.g., live chat transcripts, email correspondence)?
• Have you tried accessing the site from a different device or browser to see if the withdrawal function works?

If possible, please forward any relevant screenshots or communication you have with Rivalo to petronela.k@casino.guru. This can help us better understand the situation and assist you further.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi,

1) I have not received any emails or other communications from Rivalo regarding changes to the platform before or after January 1 2025.

2) There is no specific error messages, the withdrawal options just never load at all. It is a blank screen.

3) I have managed to contact Rivalo support via email, here is their last message on january 20th :

"Thank you for contacting Rivalo.

We would like to confirm to you that your case has been escalated and it is being analysed by the relevant department. There is no need to worry, as soon as we have an answer regarding the case we will be contacting you.

We are doing our best to solve your case in the best way and as soon as possible. We appreciate your understanding and we wish you a nice day!"

They have not updated me since, and have not responded to my follow-up email I sent them on january 24.

4) I have tried accessing the site on a different browser (chrome and firefox) as well as on my phone, on an incognito tab, etc etc. But nothing works.

Thank you very much, basedschalke, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear basedschalke,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rivalo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rivalo Casino,

Could you please provide detailed information regarding this case and explain the reasons why the player's withdrawal function might be disabled or is not working?

Thank you in advance for your response!

Best Regards,

Kubo

Hello,

I was finally able to access the withdraw function and receive part of my funds. I only have 38.64 CAD left to be withdrawn and I will have withdrawn everything from my account

Hello,

I am pleased to say I have been able to withdraw all my funds. You can close this case!

Dear basedschalke,

I’m glad to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo