Rizk Casino - Delaying withdrawal while requesting photos of old bank card

In April I opened a new bank account and decided to use this to deposit and play at this casino.

I took a break from playing and in that time lost the original card ending in 5217 so ordered a new one.

I have since deposited and won using this new card and am now being asked for verify a card I no longer posses.

I checked my records and discovered I do have a photo of the front of the card showing my name, card number, account number and sort code.

I also supplied along with this a statement from my bank showing the same account number, sort code and deposits to Rizk they could use to verify the card did in fact belong to me.

They are still insisting of seeing the back of the card but due to it being lost this isn't possible.

I have contacted my bank but they are unble to share any information about this lost card.

I've tried looking in online banking for any information relating to the card but my statements only show the account number and sort code of the account.

As this is a debit card it only shows my most recent active card.

I understand the need to verify deposit methods but I feel they should be able to do this with the information I have supplied.

Especially as my name, account number and sort code is listed on the front of the card in question and the bank account statement shows the same details including deposits to the casino.

All I ask of Rizk is to approve my withdrawals situations like this do happen and I see this is not an uncommon complaint.

Thank you for your consideration and I hope with your help this can be resolved quickly.

Kind regards

Joanne

Dear @Jeduff,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

The disputed amount is for 2 withdrawals £50 and £60

My account has now been verified after finding further documents to prove ownership. Will update once funds are recieved

Hello Jeduff,

We are happy to hear that you managed to verify your Rizk account. Your withdrawals should arrive to your bank account at the latest Tuesday next week but most likely before that. Meanwhile, our customer support team will happily assist you with any other questions you might have.

- Team Rizk

Dear @Jeduff,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. 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.