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Rizk Casino - Blocked my account with pending withdrawal

RESOLVED
Complaint Info
Disputed casino Rizk Casino
Reason Verification issues
Amount $ 3000
Posted on October 20, 2019

Hi,

I’ve been playing with rizk for few months now.I had several deposits and withdrawal transactions already.When I first had my 2,600 withdrawal I was told to upload my IDs and pictures.After doing so, I received my withdrawals.Then just 2 days ago I tried depositing again and had won 3000 cad.I was told it will be processed within 24hrs for the approval and will be sent to my bank account 4banking days.But just last night i followed up twice because the approval is still pending, first I talked to customer service i was told to wait again, and after few more hours found out that its still pending.Then I was told to upload another documents etc.I don’t get it, the said they’ve sent an email about the verification requirements.So I did exactly what they asked to do.And just this morning I am doing a follow up, they just blocked my account and asking for the same thing again.I understand that this process is just for security purposes, but why do they have to block my account while I have pending withdrawal?.It’s so unacceptable.

Posted on October 20, 2019

Hello and good evening Macapugaynina,

I would like to congratulate you on your nice winnings, make sure to treat yourself to something nice once they arrive.

For me to be able to take a look at your account and disclose any account sensitive information I need you to send me this message in an email to [email protected] from the email connected to your Rizk account. Once I have that I'll see what I can do to hurry the process for you.

But generally speaking, we are required to verify your account to varying degrees depending on multiple different factors. But as long as the documents are fulfilling our required standard we should be able to get through the process quite quickly.

I don't have enough info to elaborate in regards to your account being blocked, but if you send me the email I'll look into it for you.

Looking forward to your reply and email, have a great day until we speak again.

Best regards,
Oscar
Rizk.com

Posted on October 20, 2019

I just sent an email. I hope you help me with this.I can’t still log in to my account.I could not monitor the status of my withdrawals and was told just to wait for an email.Which will take 24-48 hrs. I still don’t know why you guys have to block my account while I have this problem.

Posted on October 21, 2019

Hi,

Just received an email. They unblocked me but they rejected my withdrawal without telling any reason. Please take this seriously.This is very un acceptable.

Posted on October 21, 2019

Hello and good evening,

contact has been made in regards to your situation.

Let me know if there is anything else that I can do for you.

Have a lovely rest of your week and take care until we speak again.

Best regards,
Oscar
Rizk.com

AskGamblers
Posted on October 25, 2019

Dear @Macapugaynina,

Please confirm if the issue has been resolved. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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