Ag Awards

Rizk Casino - Deposit Still not credited 5 days of waiting

Cleopitri07 Germany
Posted on May 14, 2019

I did make deposit 5 day's ago to Rizk Casino through one of Instant Payment method. The amount €20 already succes cut from my bank account. At the same time I knew the amount did not visible in my account, I did contact the Support Live Agent. They said I need wait for few hours. I did it. After few hours I back again and ask for update. I did sent the screenshot of deposit and PDF from my bank account and they prefer to send it through Email.
So, I am going to send it via Email. One day after that, they going ask full PDF my bank statement for this month. I did sent it.
But until today (5 day's waiting still no update).

When I asked them until when I should wait, they don't know for the exact day's and only ask me to wait because the will solve it as soon as possible. The same answer since the first time I made complaint to them.

I also did asked the support from my bank account, and they said the money already left my bank account to the recipient.

I do upload this case to Askgamblers because I feel disappointed with the Casino, only waiting without any update, even I already sent all document that they needed from me.

Cleopitri07 Germany
Posted on May 16, 2019

New update 8 day's already waiting.

So today, I did ask again my bank side and also Sofort team side about my transfer to Rizk Team, to make sure about the status for my deposit. Both of them told me the money already in Rizk account.
I am going ask again to Live Agent from Rizk. His name was Nathan. As always, the same answer I got from them still no update for my case, and they will back as soon as possible when the is an update. Today already 8 day's. He also was said maybe tomorrow they will get one update. So, I am ask him, what should I do if tomorrow still no update. I am going tired more than 8 day's no update. I did sent the bank statement from my bank account, and confirmation email from Sofort that the money already in merchat account, and only Rizk able to refund me. Live Agent said I can promise nothing for you. Omg, so he mean if still no update, i need to wait again.

And, he also dare to said that i do not need come back to ask again about this issue to them. They will send me email when there are an update. What kind of statement that from Support Team. So do you mean i need to be quiet, only waiting without any update days by days? My money already in your account.

And also another think that i do not like from this agent, i speak with english, but he replied me with another language. Are you serious? Do you really focuss talk about my issue? I'm not sure.

Finally, the amount actually does not much. But until today, i do not find a good intention from Rizk team to solve my case. I do not care if the money the put in my account or refund me. But this is really disapointed thing. I am not trying to cheat, i did sent them all document (bank statement full of this month, email from Sofort team) and also i am verified member.

Posted on May 17, 2019

Hello and good afternoon Cleopitrio7,

I would like to thank you for reaching out to me and voicing your issue with your missing deposit. I also want to apologize for the time you've had to wait and the lack of explanation and support you have received.

I looked into your case and can see that one of our payments Team Leaders managed to find the deposit. It was stuck between us and Sofort and have successfully been credited to your Rizk account where you now can find it.

I have also credited you a little something as a sorry for the inconvenience from all of us here at Rizk. This is because we feel that we failed in upholding our service standards and for that, we all want to apologize.

We aim to provide the best service possible and failing in doing so means that we must try harder. We will review what went wrong in your case and find a way to improve in those areas.

I hope and believe that your next time in our customer support chat will be a positive experience where you receive the help you need.

Have a lovely rest of your weekend now and do not hesitate with contacting us in support or me here on Askgamblers again if you would need anything else.

Best regards,

Posted on May 17, 2019

Dear @Cleopitri07,

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.

Cleopitri07 Germany
Posted on May 17, 2019

Finally I got my deposit in my Rizk Account today. Thankyou very much Rizk Team and also Askgamblers.

Posted on May 17, 2019

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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