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Rizk Casino - Confiscated balance and blocked account despite being fully verified

RESOLVED
matejluk Slovakia
Posted on September 29, 2017.

I opened my account with RIZK casino on 12/07/2016. I´m loayal player,with high vip level( above 500) . My account is fully verified and I never had issues with payments. I work as flight attendant, which means I do travel a lot. But my base is in Doha, Qatar, where I have residency(my nationality is Slovak).

25th of september I requested multiple withdrawals 4 x 100EUR ,1 x 50 EUR. I did received 300eur instantly on my credit cards which are registered in Czech Republic and in Germany, but the other 100eur + 50eur was delayed. I received an email from rizk asking again for pictures of my cards used for deposit - czech one and german one. I do have more bank accounts and cards cause its convenient on the travels.

26th of september, my account was fully verified and the payment was supposed to be processed - screenshot provided

27th of september I received an email, saying that I violated the rules, cause I have supposingly residency in Czech Republic and the country is restricted teritorry. 150Eur was confiscated and my account permanently blocked.

1. Im Slovakian, living in Qatar - no strings to Czech Republic
2. I do login from Czech republic,France, Italy etc, because those are my frequently visited destinations, however I dont have residency there and this was no problem for rizk.com until 27th of september


I kindly ask to have my account unblock as I didnt violate any rules and to have my remaining 150eur paid out.

Posted on October 3, 2017.

Hi Martin,

Thank you for your feedback. We have thoroughly investigated your case. Your Rizk account was blocked by our Security Department since you have been playing from Czech Republic (IP address) with Czech credit cards and in our Terms and Conditions (4.2.) it is stated, that we do not accept players from Czech Republic.

“For various legal or commercial reasons, we do not permit accounts to be opened or used by customers resident in certain jurisdictions, including the United States of America (and its dependencies, military bases and territories including but not limited to...Czech Republic, … By using the Website you confirm you are not a resident in a Restricted Jurisdiction. If you open or use the Website while residing in a Restricted Jurisdiction: your account may be closed by us immediately; any winnings and bonuses will be confiscated and remaining balance returned (subject to reasonable charges), and any returns, winnings or bonuses which you have gained or accrued will be forfeited by you and may be reclaimed by us; and you will return to us on demand any such funds which have been withdrawn."

In this type of account closures, we usually return the latest deposit but since there was already winnings paid out after your last deposit the remaining funds were confiscated.

Please contact us in the live chat or via email (custo­mer­car­[email protected]­izk.com) should you have any further questions about this.

Team Rizk

matejluk Slovakia
Posted on October 3, 2017.

Dear Team Rizk,

Thank you for your reply.
I think you didnt check my account thoroughly. I see where the mistake happened. Im not resident of Czech Republic. Thats why I dont feel like violating your terms and conditions in any way. I made many deposits using my cards from Germany, Slovakia, Czech republic and neteller as well. I provided you with my passport(Slovakia) as well as the bank statements and residence card proving that Im resident ot the State QATAR. My account was verified and I did play,deposited, withdraw money without problems in the past. I can confirm that I used to study in czech, I speak the language and I do travel a lot there. I work as a cabin crew on the flights, mostly to Europe. When Im bored I log-in and play. Thats what I was doing from other countries in Europe/world for over 1,5 year of being your loyal customer.

best regards
Martin

Posted on October 6, 2017.

Hello Martin,

Thank you for your reply. As you are currently playing from Czech Republic (IP address showing this in our system) and living in Czech Republic (information which is publicly accessible, but we do not want to share here because we do not deem it as fair play or needed), our security department blocked your Rizk account as you breached our terms & conditions.

I hope you respect that we are abiding regulations and rules here and thereby find this case closed as well.

We wish you a great weekend!

Team Rizk

AskGamblers
Posted on October 13, 2017.

AskGamblers Complaints Team requested additional evidence and information from the Rizk Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

AskGamblers
Posted on October 14, 2017.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Rizk Casino where it is clearly displayed that player had played from a restricted country. Player by these actions violated general casino term #4.2


4.2 For various legal or commercial reasons, we do not permit accounts to be opened or used by customers resident in certain jurisdictions, including the United States of America (and its dependencies, military bases and territories including but not limited to American Samoa, Cyprus, Guam, Marshall Islands, Northern Mariana Islands, Puerto Rico, and Virgin Islands), Afghanistan, Algeria, Australia, Belgium, Bouvet Island, British Indian Ocean Territory, Bulgaria, Comoros, Czech Republic, Denmark, Ecuador, Estonia, Ethiopia, France, Greece, Greenland, Guam, Holy See (Vatican City State), Hong Kong, Hungary, India, Indonesia, Iran, Iraq, Ireland (sports betting prohibited), Israel, Italy, Jordan, Democratic People’s Republic of Korea, Kuwait, Libya, Malaysia, Montenegro, Myanmar, New Caledonia, Nigeria, Pakistan, State of Palestine, Philippines, Poland,  Portugal, Romania, Singapore, Slovenia, Somalia, South Africa, South Georgia and the South Sandwich Islands, South Sudan, Spain, Sudan, Syria, The Faroe Islands, Turkey, Western Sahara, Yemen or other restricted jurisdictions (“Restricted Jurisdiction”) as communicated by us from time to time. By using the Website you confirm you are not a resident in a Restricted Jurisdiction. If you open or use the Website while residing in a Restricted Jurisdiction: your account may be closed by us immediately; any winnings and bonuses will be confiscated and remaining balance returned (subject to reasonable charges), and any returns, winnings or bonuses which you have gained or accrued will be forfeited by you and may be reclaimed by us; and you will return to us on demand any such funds which have been withdrawn.


Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Rizk Casino.


 

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