Ag Awards

Rizk Casino - Horrible Customer Support

Complaint Info
Disputed casino Rizk Casino
Reason Other
Posted on March 11, 2016

I started off joining this casino as a BETA tester, and felt that everything fullfilled my expectations and actually more than that.
I ended up depositing a few times and withdrawing a few of them.

Actually I sent in verification documents just in case, to be pro-active, even before I made my first withdrawal.

In the end of February I moved to a new apartment, and left my old one.
a few days later I had just won 150€ or so and decided to withdraw it.

A few hours later they came back to my account, and when I contacted the customer support, the nice casino suddenly turned into a corrupt casino with no , whatsoever , correct way of treating the customer.

The person I spoke with was called Emilia, and I asked her "I would like to change my address, can you help me with that".

Because that was the main thing I could come up with , why my money went back.

She said, we need documents !
simple as that.

I tried to explain to her that in my old apartment I did not pay for either telephone, tv, internet, heat, water , because it was included in the contract.

So I offered her to upload my contract (which I already done), where it states for how long I will stay there.

She refused it and told me that I will need an utility bill, and tried to explain to her several times that It is impossible, otherwise I will have to counterfeit a utility bill, but I am not a crook.

well, this conversation took about 30 minutes, where I tried to explain a very common situation on Malta (where everything is included in the contract), and she just kept telling me to get a bill newer than 3 months.

Then I just said that this was ridicolous and I rather just spend my money on the casino, and I can at least have some fun for them, because they will never give me my money back, but it will be the last time I visit that casino.

She said, "Ok".
Didnt even try to convince me to stay or solve it.

I ended up speaking with Sebastian (the Supervisor) who actually understood the situation, but by then I already spent then money and said, please inactivate my account.

I am not saying that I did 100% right by spending the money, but I feel that I need to bring this up, because this is unacceptable.

Especially for me who have been active in the branch since the very first start.

This is one of the worst agents Ive met so far.

Posted on March 11, 2016


I reviewed the issue carefully. Please find the explanation below.

Our support department is not in charge of KYC documents, and our support agent forwarded your case to the security/payments department.

The case was being looked into and both the support agent (Emilia) and the supervisor (Sebastian) told you that they could look if we could make an exception in your case and approve the (older than 3 months) rental contract.

As you also stated, while your case was being investigated and finally approved by our security department, you had already unfortunately played away your balance.

I also reviewed the support agent’s behavior and I didn’t find any errors there. She was following the rules and MGA regulations and quickly pushed the issue to another department to be fixed on the go. We have the chat log saved if you need it for future reference.

Hopefully this explains the issue and you understand our side of the story.

Kind regards,

Head of Customer Operations

Posted on March 14, 2016

Dear @kiffmeistr,

Can you please confirm that you play off your winnings? Thank you.

Posted on March 14, 2016

AskGamblers: Yes, afterwards they have sent back my money.

Rizk: I guess you need to act in consistent way throughout your departments, and follow the rules set up by MGA.
Then you´ve done several mistakes along this case:

1. Not approving the document I sent in from the beginning
2. Not notifying me that one document were not approved when I uploaded those documents
3. Asking for KYC without notifying me (Usually a KYC is asked for meanwhile the transaction is pending, and the transaction should not be cancelled)
4. I Am not even sure if I have made withdrawals above 1000€ (which usually is the threshold for KYC).
5. You have first denying my documents, then refusing to have a discussion regarding it (The conversation you said was correct acted according to MGA). And then in the end you said the document was enough.

Conclusion: you did not accept my document in the beginning, which you say is correct (suddenly) now, you sent back my money from the pending deposit without notifying me or sending an e-mail regarding a KYC, in other word you did not is the manners of MGA rules and did not act consistent.

I demand my initial withdrawal sum of 200€ which should not been sent back to my account from the beginning.

Posted on March 14, 2016

To add:

I am not doing it in any other purpose than just getting a fair treatment, and except for this I am very satisfied of the site.
Your concept and site is a good product , otherwise I wouldn't spend time on it.
Do not take this for more than what it actually is.

As I stated in my last message, I just need you to go through the entire process and actually see that there were something that went wrong, and correct it.

When that is done we are both satisfied and I cannot complain anymore.

Posted on March 14, 2016

AskGamblers Complaints Team reached to the conclusion that player's claim could be no longer considered as valid. While we could understand player's frustration and disappointment of being left to wait for hours or days from the aforementioned casino brand before they review and verify the account, we would like to remind player that each and every online casino has the exclusive right to determine and apply its own verification policy and procedures depending on the requirements set within their licensing agreement. Unfortunately, AskGamblers Complaints Team is not able to influence such verification policy in any way. Moreover, it is up to you to refrain from playing until the verification procedure is over and you could request a withdrawal. Once you played and lost your money it means there isn’t a valid subject to claim for and therefore this complaint is being rejected.

In case of a disagreement with our decision, we encourage player to seek further assistance from the relevant licensing authority directly.

The case is now officially closed.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy