What's new


What's new

Rizk Casino - Deliberately delayed payment

RESOLVED

Complaint Info

Disputed casino

Rizk Casino

Amount

€ 288

Posted on September 6, 2024

Dear Askgamblers

On the night of August 31, 2024 I was playing a live roulette table called Roulette Azure. After the ball landed on number 13 ( black ) two times in a row game did not pay out my winnings but instead they cleared my entire balance down to €0. ( please see the photo attached ) I immediately tried to contact customer support only to find out they could not be reached each time I tried. ( please see photo attached ) within two minutes their entire site was down with a technical error 502 bad gateway ( please see the photo attached) I tried to log in back to my account multiple times without any luck. The following day I contacted customer support and they reassured me this would be resolved within few hours. I also sent them emails explaining exactly what has happened and I attached the photos I took during the glitch.

Currently I have 21 email exchanges between customer service and myself and they are still to this day refusing to pay out my winnings. I was told all they had to wait for a response from the game provider and on September 3rd they confirmed the game provider responded (please see the photo attached) to their request reconfirming my straight up bet on number 13 black was €10.50 meaning I should have been paid €378 ( €10.50 x 36 ) both times the ball landed on number 13, €756 in total.

The game provider confirmed this on September 3rd and they still have not paid out my winnings.

All they are doing is emailing me multiple lies and deliberately delaying paying out my money. This is the worst gambling experience of my entire life since I started playing online. I have deposited multiple thousands into their casino prior to this, and it is an absolute disgrace they get to treat me this way.

Kind regards

AskGamblers
Posted on September 9, 2024

Dear Rizk Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on September 9, 2024

Hi Lucas4444,

My name is Roger and I am the Rizk Customer Support Manager.

As you've been also informed by my colleague directly via the below email, which being extremely comprehensive and clarifies the matter without any further doubts.

Allow me to clarify that a thorough investigation has taken place in the rounds you have raised as well as the issues you described to us. As very clearly instructed in my previous reply, only one round faced a malfunction in which a bet was placed late and accepted when it should not have been.

As I see you mention my colleague confirmed the bet was placed, please note that this was not the case and the information provided should be ignored. While I apologise for the misinformation provided by our support team, do keep in mind that no stake was deducted from your account for this late bet as it was immediately voided after the round. This is the moment that you claim all the funds were wiped from the account, however, I can confirm that the stake was returned in full.

What this means is that no bet was ever placed on this round and as such the net winnings of 288 EUR (Gross Winnings minus Stake) were added as a sole one-time exception. For further clarity on what occurs when such a malfunction occurs please make sure you are familiar with the rules of the game. For your convenience;

If there is an error in the game, system, game procedure or transaction activity … If immediate resolution is not possible, the game round will be cancelled, and initial bets will be refunded to all players who participated in the game round.

Therefore, do keep in mind that the net winnings as well as the additional mega spins were added as a gesture of good will and that we are not obligated in any way to provide you with compensation for this issue.

I do believe that this removes any further doubts and I can also see that you have already responded and proceeded to withdraw these funds and use the rewards offered, hence accepting this solution.

I now consider this matter resolved and closed.

Thanks and regards

Roger

Rizk Customer Support Manager

AskGamblers
Posted on September 9, 2024

Dear @Lucas4444,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on September 9, 2024

Hi

As you can see their response is just laughable. It is clear as day they have no intention of paying out my winnings .

They are not blaming a software glitch when my bets were perfectly on the table confirmed by the game provider and also confirmed by one of their agents to me in the email ( I have shared the screenshot of that email)

The only thing I want to do is to run away from this company as soon as possible, it is more than obvious what they are doing here.

They have applied €278 on to my account which I have requested to go back to my card and they still have not even processed that. I have 0 trust in this company going forward, please wait until I at least receive this amount and I will update you right away.

Kind regards

Posted on September 13, 2024

Hi,

As was previously confirmed in me response, there was no funds due as the bets were rejected and stake returned to customer's balance, and we have already made a one time exception crediting potential winnings only due to the confusion created by the misinformation from our operator, and adding on top of this the mega spins.

As the customer himself also confirmed, these funds and megas pins were accepted, withdrawn and used by the customer freely, therefore effectively accepting this settlement.

At this point the case is to be considered closed and settled.

Thanks and regards

Roger

Rizk Customer Support Manager

AskGamblers
Posted on September 16, 2024

Dear all,

Following a careful review and consideration of all the information and details presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Rizk Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.