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Rizk Casino - Blocked account when trying to withdraw $7,500

RESOLVED
Wonderlandservicesnz New Zealand
Posted on September 16, 2018.

I won $7,500 on Rizk and have tried to withdraw, then all of a sudden my account has been fully blocked. I have emailed support multiple times and get told they don't know why and they are looking into and have no answers or timeframe. They told me to send in my verifications which I have done but they have still not aknowledge this. They won't advise me what's happening and no answers. I am concerned looking at others complaints same issues and go round and round in circles with no payment.
Please help me to get my withdrawal of $7,500 and my Rizk account unblocked.
They are mucking me around and have clearly put this block on my account once I tried to withdraw funds.

Posted on September 17, 2018.

Hello WONDER­LAN­DSE­RVI­CESNZ,

We have had a look at your account and could see from the notes that you had activated a 7 days cool off on the 9th of September, which ended yesterday (16th of September), which is why you could not access your account during that 7 days cool off period. During this time our customer support team has corresponded with you in 9 different email chains to happily assist you with the verification of your account.

We are happy to see that your account was successfully verified yesterday and the withdrawal was paid out. You should receive the funds at the latest on Friday, but hopefully earlier of course.

- Team Rizk

Wonderlandservicesnz New Zealand
Posted on September 17, 2018.

Hi Rizk,

Yes I have finally heard from your team yesterday. Please keep in mind up until this point I have spent the last week asking what and why my account is blocked and nobody could tell me anything. I even got told by one of your staff the more I ask the longer I would be made to wait.
The cool down period was an error from your sister casino, when I tried to sign up with rizk I apparently had another account which I had to get closed to open with rizk. I did this and then my rizk account was opened fine and all was well and I was playing. It wasn't until I withdrew $7,500 that my account was suddenly blocked. I was only advised 6 days later the reason for this was because of an error that they (sister casino) had put my on self exclusion after accidentally reactivating my account when it never should of happened. ....
If rizk had just said to me your account is blocked due to a cool down with a sister casino, and not to worry as withdrawal will still go ahead and confirmed that they received my account verification rather than just ignoring my 9 emails and saying sorry we will be in touch I would of been much more informed and not so worried.
I do appreciate the service I received yesterday from Amy (6 days later) she was the only one that informed me exactly what was going on nd why and kept me up to date. I can't help but feel this only happened after I made a complaint with several mediators however.
Moving forwards I hope a smooth future with rizk for any future deposits and withdrawals I make.
I wish to keep this complaint open until I receive my funds in my bank account.
Rizk games they provide are fantastic and I do like your rizk reward wheel with no wagering needed for rewards.
Thank you for getting to the bottom of this very confusing and frustrating withdrawal and here's hoping for much smoother operation in the future.
I assume any future withdrawals will.be a lot quicker as I am now verified ??
Can you also confirm if the ability to withdraw funds direct to my visa(which I use to deposit) is now unblocked also ??

Posted on September 20, 2018.

Hello WONDER­LAN­DSE­RVI­CESNZ,

We apologize for the late reply. We just wanted to make sure to have looked into this thoroughly and reply to your questions.

We apologize for the poor service you have received from our customer care. Your Rizk account was blocked as your account at a casino which operates under the same license, was falsely blocked from their side, which affected your Rizk account. This little mess caused some misinformation, but our customer support team should have had a better eye for detail here and investigated it properly. From what we looked into the team has been very responsive to your emails and questions. However, it seems the knowledge was below par, which we very much apologize for.

So, as mentioned above, the account block on Rizk account was in no way related to your withdrawal of $7500 and the verification process itself went smoothly. Congratulations for a nice win! It should reach your bank account at the latest tomorrow or maybe you already received it?

We are happy to hear that you also had a good experience with Amy in customer support. We will make sure that she will receive your feedback.

Moving forward, we hope you have a smoother experience with Rizk and we can assure you that the withdrawal processing will be much quicker (our average processing time is under 5 hours) as your Rizk account is fully verified. We are afraid that for your particular credit card our system does not allow withdrawals. We advise you contact our customer support for a further explanation of why it’s like this.

- Team Rizk

AskGamblers
Posted on September 20, 2018.

Dear @Wonde­rla­nds­erv­icesnz,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Wonderlandservicesnz New Zealand
Posted on September 21, 2018.

Hi this is now resolved and I have received funds.
Thanks
Tess

AskGamblers
Posted on September 22, 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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