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Rizk Casino - Delaying withdrawals over 40 days

RESOLVED
luka99 Austria
Posted on March 15, 2018.

Hello Ask-Gamblers-Team,

I have withdrawn multiple times ( 6 ) between the first of february and the third 2018.

Total amount : 610 euros.
Normally the transfer takes about 1-2 days. After a few days more have gone by i checked my account and the money is still being processed. I contact support and they claim that i have 3 transactions from over 10 months ago which are not settled. Therefore i have to send them proof of payment for those transactions.

I did not know about any unsettled transactions. First of all i would have been informed if i had unsettled transactions via bank. Second: I never would have been able to deposit money if i did not had money on the account since i could not have confirmed the transaction.

Nevertheless i send Rizk a detailed proof of every transaction i have made that day which show the amount, my account and where i have send it to. ( Their payment provider PPRO)
That proof was insufficient for Rizk because they had a report from Sofort that i have those 3 transactions unsettled.

Rizk told me to contact Sofort and settle these transactions before anything can be further processed.
I did contact SOFORT. SOFORT told me that the only thing they can see are my transactions that day and every transaction was succesfull. ( Proof in a mail ) In addition they claim that they do not hold any money but only provide a plattform for transactions. The money though is sent to RIZK‘s payment provider PPRO.
I did contact Support of Rizk again and explained my contact with SOFORT. Suddenly they told me that they did not mean SOFORT for me to contact but PPRO.
We are now already 3 weeks in not receiveing any withdrawls i have requested.

Since they were not prepared to send me my withdrawls i decided to contact PPRO.
I have send them the issue Rizk was claiming. They told me that they can see 3 transactions which seem they haven’t been settled. I provided them with the same detailed proof of every transaction i had taken on the questionable day. After only one day PPRO already replied in full detail.
They stated : With this proof they confirm that every questionable transaction that day has sucessfully been transferred and they apologize for any inconvenience i had because of that.

Short story: Sofort confirmed every transaction was sucessfull, PPRO confirmed every transaction was successfull and apologized. There were never unsettled transactions on my side only a mistake in the system of PPRO or RIZK.

Now: Happy to have resolved this matter i again contact RIZK and provide them with the proof of SOFORT and proof of PPRO( their payment provider) to finally get my money after almost a month.

Support aknowledges my proof and tell me they will extend this to their financial department and this matter will be resolved in max 2 days.

Now more than 2 weeks have gone by and my money is still being processed.

We are now at 6 weeks in total and a problem which has been created not by me but by a mistake on the side of PPRO and RIZKs system forces me to wait more than 6 weeks on my money and still not knowing when its going to be transferred or not.

This whole matter has cost me a lot of time ( at least 20 contacts with support), a lot of frustration and effort in contacting Sofort and PPRO. In my opinion this is unacceptable.

I really hope you can help me out !

luka99 Austria
Posted on March 19, 2018.

96 hours more have gone by and no answer to the issue whatsoever until now!?

Posted on March 22, 2018.

Hello LUKA99,

Thank you for your contact and our deepest apologies for a very late reply.

Firstly, we are very sorry to hear about what happened - we will investigate this thoroughly in our end and get back to you as soon as possible now.

We pride ourselves on fast and smooth payments, so this has been a really unfortunate mishappen you have had to experience - which we, of course, do not want any customer to experience.

Have a good day!

Kind Regards,
Team Rizk

luka99 Austria
Posted on March 22, 2018.

Hello Rizk-Team,

first of all I would like to thank you for your reply even though it took a certain while.

Like i wrote in my complaint, i was really satisfied with the payments, which normally took 1-3 working days.
But i must say that this Issue which I consequently tried to solve with your support and financial department and did spend lots of effort on, has definitely not been taken serious enough. The whole issue is really easy to understand and on my part proven in every detail so the withdrawals can be processed immediately. I was told 5 weeks ago and i quote "we will investigate this thoroughly in our end and get back to you as soon as possible now". I really hope this time "as soon as possible" does stand for what it means and i am quite convinced it will.

Hope to hear from you soon and finally solve this matter.

Thank you and kind regards,
Luka

luka99 Austria
Posted on March 23, 2018.

Hello Ask Gamblers Team, Hello Rizk

the money has finally been transferred and i consider this issue as solved!

Thank you !

AskGamblers
Posted on March 23, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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