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Rizk Casino - Declined payment and banned account without any justification

Inactive user
posted on October 30, 2017.

Hi, I won 300e on rizk.com using they free spins and requested payout, the moment I did that they blocked my account without notice or explanation. I contacted their customer support using chat on their web page and the lady told me I violeted their terms and conditions section 11 which says "criminal and fraudulent activities" and if I have more questions I should contact their custom­erc­are­@ri­zk.com which I did. I asked them to explain why they did that and to explain what exactly I did wrong that made them close my account and the answer was "You abused our system here at Rizk which has made us close your account and confiscate your winnings. What you did is included in section 11 of the terms and conditions. I can´t give you more information about this as it´s a security case but you wil no longer be able to use our site".

Just for the record, I did nothing wrong, I uploaded all requested documents they required for payment, my ID, government issued certificate of residence and my maestro card, played fair using my phone and laptop but they still confiscated my winnings and banned my account.

posted on November 2, 2017.

Hello Sladjaaa,

Unfortunately, you had violated our Terms & Conditions, which came to our attention upon your withdrawal. When you registered, you didn’t use your own details, which was a breach of clause 4.8. which is why we required documents from you. After that, it also came to our attention that you had breached the clause 11. Which is why your winnings were confiscated. Also, as stated in the clause 13. Of our Terms & Conditions, when there is any suspicious activity, we have the right to close the account and withhold funds:

13.3 The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion. Notwithstanding this, all contractual obligations already undertaken or entered into will be honoured.
13.4 In the event of any suspicious transaction/s, the company reserves the right to suspend or block a players’ account and withhold funds as may be required by law or the competent authority.

Thank you.

Kind Regards,
Team Rizk

Inactive user
posted on November 2, 2017.

Hi, yes it's correct that I didn't use my own details on registration but talking to your customer support representative they told me that's not a big issue and that I should just upload all the required documents (my ID, government issued certificate of residence and my maestro card) and they will rectify that information no problem. After I did that they updated my account information and of course they didn't block my account. As I understand we wouldn't have any problems if I made deposits and spent my money, but the problem appeared when I tried to withdraw the money I won. You still didn't say how exactly I breached clause 13. Of our Terms & Conditions, and commited as you say "suspicious activity". I repeat I played fair using my laptop and my phone and I won those 300e like any other common player does. I think I was mistreated and the thing you did was unfair.

posted on November 3, 2017.

Based on player's last post it is now obvious that player didn't provide correct personal information and but that action deliberately violated casino's term 4.8. 

"4.8 Your Account must be registered in your own, correct, name. You may only open one account on this Website. Any other accounts which you open on this the Website shall be considered “Duplicate Accounts”. Any Duplicate Accounts may be closed by us immediately and:

4.8.1 Any winnings and bonuses will be confiscated and remaining balance returned (subject to reasonable charges);

4.8.2 Any returns, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was"

Based on the above we consider player's complaint as invalid and it is being rejected. 

The complaint is now officially closed.

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