Help and contact
Help & Support Rivo Casino
Most blocked accounts come down to three known causes, and clear up in a few minutes. Here are the channels for reaching an agent, the response times we measured when testing them, and the answers to the situations that come up most often.
Reaching an agent
Got a question? Start here
Live chat
The bubble at the bottom right of the screen, once you are logged in to your account. This is the channel to use for anything involving a balance, a bonus in progress or a pending withdrawal.
The right channel for sending a verification document, disputing a transaction or keeping a written record. Always put your account number in the subject line.
Knowledge base
The operator’s help articles cover bonus terms, cashier times and account settings. Available without logging in, and worth a look before you open a chat.
Your account number, the date and time of the transaction concerned and, where possible, a screenshot. An agent who has those three things settles most cases in the first exchange, with no back and forth.
Quick diagnosis
The most common issues
| Symptom | Most common cause | What fixes it |
|---|---|---|
| The withdrawal stays pending | Incomplete verification file | Upload the missing document, approved within 24 h |
| The bonus does not appear | Deposit below the minimum for that tier | Check the minimum on the offer terms |
| The wagering is not going down | Single stake above £5 | Drop back below the stake cap |
| A game will not load | Browser extension or cache | Private browsing, or clear the site cache |
| The reset email never arrives | Message filed as spam | Check the junk folder before writing again |
| The card deposit is declined | Bank block on gambling payments | Authorise the payment with your bank, or use another method |
Responsible gambling
Our responsible gambling policy
The safer gambling tools are not only for when things go wrong. Set as soon as the account is opened, they turn a decision that is hard to take in the moment into a setting chosen with a clear head. All of them sit in the account settings, with no need to go through the support team.
| Tool | What it does | When it applies |
|---|---|---|
| Deposit limit | Caps the amounts paid in per day, week or month | Immediate when lowered, 24 h when raised |
| Loss limit | Stops play once the net loss threshold is reached | Immediate when lowered |
| Session limit | Ends the session after a length of time you choose | Immediate |
| Short break | Closes access for 24 hours, 7 or 30 days | Immediate, cannot be undone |
| Self-exclusion | Closes access for 6 months or permanently | Immediate, cannot be undone |
None of these settings calls for a reason. A break or a self-exclusion can also be requested with a single sentence to the support team, and no marketing message is sent during the period.
Three signals not to ignore
- You play to win back a loss rather than for the game itself.
- You deposit an amount you had decided not to deposit.
- You hide the time or the money you spend gambling from those around you.
If one of those three rings true, a 24 hour break costs less than one more session.
National Gambling Helpline
The national helpline for gamblers, run by the charity GamCare. Free and confidential, open 24 hours a day, with a referral to face to face support near you if you need it.
GAMSTOP
The self-exclusion scheme for Great Britain: one request blocks your access to every licensed operator at once, with guidance for players and for the people around them.
Betting real money carries a risk of loss and can lead to addiction. A casino game is never a source of income: return to player rates are set in the operator’s favour over time. Only stake amounts whose loss would change nothing about your situation.
Managing your account
What you can do on your own
- Change your passwordFrom the account settings. A unique password, different from the one on your email, remains the best protection there is.
- Upload your documentsAccount verification section. Sharp photos, corners in shot, JPEG or PDF under 5 MB per file.
- Set your limitsResponsible gambling section. Deposit, loss or session limit, taking effect immediately when lowered.
- Opt out of offersPreferences section. Marketing messages can be switched off independently of service messages.
Frequently asked questions
General FAQ
Does Rivo support answer in English?
Yes, the chat module is staffed by English-speaking agents, day and night. Our test messages, including one at two in the morning, got a reply in under four minutes.
My account is blocked, what should I do?
In the vast majority of cases, the block comes from an incomplete verification file or an unreadable document. Open the live chat with your account number: the agent can see straight away which document is missing. An account opened in someone else’s name, on the other hand, cannot be unblocked.
I have lost my password, how do I recover it?
The reset link sits under the login form. An email arrives within two minutes with a link valid for one hour. If nothing arrives, check your junk folder before contacting the support team: that is by far the most common cause.
A game closed during a spin, is my stake lost?
No. Every spin is recorded on the server before it is displayed. When you reload the slot, the interrupted spin finishes on its own and the result is applied to your balance. If the screen does not come back, the transaction history on your account lets you check the spin.
Can you set a deposit limit on your account?
Yes. The account settings let you set a daily, weekly or monthly deposit limit, a loss limit and a maximum session length. Lowering a limit takes effect immediately, raising one requires a 24 hour cooling off period.
How do I close my account for good?
A self-exclusion can be requested from the account settings or with a single sentence to the support team, with no reason to give. You can choose 24 hours, 7 days, 30 days, 6 months or permanently. During that period, no access and no marketing contact are possible.
Get in touch now
The Rivo live chat is open day and night, staffed by English-speaking agents. Have your account number and the date of the transaction concerned to hand.
Open the live chat