Rizk Casino - E-transfer not credited on my account

Unbelievable...I'm still waiting for my $160 CAD (requested on 01.01.2021) withdrawal (approved and recieved email confirmation) to be deposited into the same bank account in which my $10 CAD etransfer has not been credited to my Rizk account. Total: $170 CAD (my money) i want and my Rizk account to be closed permanently. Thank you and love you all at ASKGAMBLERS!

Hi CHASELARRY3,

I want to thank you for taking the time to share your feedback and while I am sorry to see that you had a negative experience I can see that you have been in contact with our support team and the matter seems to have been resolved with us making a payout of your account balance. This was confirmed to you via email yesterday and the money should be with you in 2-4 banking days.

Kind Regards,
Alex – Customer Service Manager
Rizk Casino

Dear @Chaselarry3,

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.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

I'll make sure to do my part and to keep the team at ASKGAMBLERS informed and updated. Once $170 CAD credit balance payment (now pending over 1+ months) is deposited into my bank account and I can see it in my online banking then all is good (i'm satisfied). =;)

As of Wed. Jan 27th 2021 and around 2:12pm.....

***I had to submit additional banking information showing all the details***

I'm patiently waiting (scratching my head and biting my nails) to get my credit balance refund of $170 (CAD) and I've been very cooperative with the company in providing my personal information through this extremely long and very time consuming process but with no end result.

Hi,

I am terribly sorry to hear that CHASELARRY3 has not yet received funds, I can confirm that we are and already were looking into this and will hopefully manage to resolve this asap.

I do however wish to clarify a few things to remove any possible misunderstandings.

I can confirm that the withdrawal of CAD 160 was approved and processed from our part, and we did in fact supply the receipt and tracking number of this withdrawal N. 2021010100300005137 directly to customer, and for transparency will attach here. So we can see that this has been done from our side, and since customer confirmed that his bank has not been able to trace it, we will now try to retrace this payment and find where it might have got stuck.

The documentation we have requested from customer has no connection nor relevance to the above withdrawal, but only concerns the CAD 10 withdrawal, as unfortunately the origin of this payment was not made in line with our Terms and Conditions, so this ended up requiring further documentation and checks for us to be able to process this, respecting AML and Due Diligence Policies we are obliged to follow, even for such small amounts. I do wish to point out that our Terms and Conditions are very clear in these cases:

https:­//r­izk.co­m/e­n/t­erm­s-a­nd-­con­ditions

8.7 In relation to deposits of funds into Your Player Account, you shall only use such debit and credit cards and other payment methods that are valid and lawfully belong to you.

8.9 If you make deposits into Your Player Account using any payment method belonging to someone else (a third party), we retain the right to request further information and documentation from you and from the other person (the third party) to confirm that you are duly authorised to use that payment method. We will place a lock on Your Player Account until we are satisfied that you are duly authorised to use the payment method in question. If you are unable to provide us with satisfactory proof of your authority to use the other person’s (the third party’s) payment method, then we reserve the right to close Your Player Account and any Winnings and Bonus Funds will be confiscated and forfeited by you, as will any funds committed by you to bets which at the relevant time are yet to be settled. We also reserve the right to delay or withhold the payment to you of any Deposit Funds on receipt of a withdrawal request from you in order to comply with our legal and regulatory requirements.

So it is purely due to this that the CAD 10 withdrawal required further documentation, and I am now also glad to confirm that this sum has been paid out from our side and thank the customer for the cooperation with the necessary documentation.

The above clarified, I once more confirm that I am personally investigating and currently waiting for the result of the tracing we have put on this transaction, and as soon as I get the result will make sure to update this thread.

Kind Regards,
Alex – Customer Service Manager
Rizk Casino

I just checked my online banking and no credits for $160 CAD or $10 CAD.

Hi CHASELARRY3,

Like I said, I am tracing the 160 CAD transaction, to understand where it got stuck after it was paid out form us, and as soon as I get the response will update the thread.

The 10 CAD which is the one which this complaint is about, was processed today after having received and reviewed the necessary documentation, meaning that it should take from 2 to 4 bank days to be visible on your account.

Kind Regards,
Alex – Customer Service Manager
Rizk Casino

I took a leap of faith in trusting that the funds would be in my account multiple times in the past therefore I won't make that same mistake where my case went from unresolved to resolved automatically. I had to reach out to ASKGAMBLERS for their support therefore you'll understand how I'm feeling.

"and as soon as I get the response will update the thread..." - Alex Customer Service Manager at Rizk.

Great, i'm looking forward to seeing the funds in my bank account. Thank you.

In response to your third party accusations..... Please have a look at my first posting that was published in this thread on January, 8th 2021 and today is January, 30th 2021.

Hi,

Regarding the CAD 160 withdrawal which was processed by us and seems to have been bounced back by either bank or payment provider, the tracing is still ongoing as unfortunately this is not a quick process, and I will of course update as soon as a response is received.

Regarding the CAD 10 withdrawal, I can once more confirm that this was processed and paid out as per my reply on January 29th and should by now have been received by the customer, can this be kindly confirmed?


Kind Regards,
Alex – Customer Service Manager
Rizk Casino

are you able to confirm the name of the mercha­nt/­ven­dor­/co­mpany and the original amount in CAD/EUR/$ before it is converted or credited to my bank account....

I was talking to Chandler and asked him the same questions ....its seems like we are going back to the beginning my problem for $160 CAD by sending me a pdf of the same transaction dated jan 4th 2021 of $160 not being received,,,

now i'm thinking there is definitely something fishy going on inside your company...

please see screenshots.

Hi CHASELARRY3,

I'll try clarify this once more and try to avoid more confusion, which I find is being unnecessarily made over 2 distinct and separate transactions, and also jumping from this thread to our support back and forth is also not useful, and asking for information which I have already supplied and visible from the receipt I have uploaded is definitely not showing any cooperation in solving this. I am regularly and constantly updating and supplying information, replying to any questions relevant to this complaint, so I see no valid point to chase this with our support.

Regarding the CAD 160 withdrawal, I am afraid that I really can't understand what the above accusations are based upon and what is so confusing. As customer asked our support agent, what currency was transactions done, our operator correctly confirmed it was processed in CAD, and as a matter of courtesy, once more supplied the receipt confirming the transactions was indeed processed from our side, as I've been repeating and myself also supplied. To add to this, the provider of this transaction, which is Inpay, as can again be seen from the receipt, has now got back to me, and informed that from their side, they can confirm that they had successfully processed the transaction from their end, and also that till today, these funds have not been returned nor bounced, which further confirms that apart from our side in the first place, also at provider's end the transaction was successful. They will make sure to inform me should this transaction be returned to them, if it ever will eventually.

At this point, I do strongly recommend to actually get in touch with the receiving bank from the customer's side showing this receipt and also previous one showing Transaction Reference P3ETXCPV. Allow me to add that it has happened that Canadian Banks have frozen incoming payments without informing their own customers, so based on the factual information we have, this possibility cannot be ruled out.

Regarding the CAD 10 manual withdrawal which was processed on the 29th January as per my previous communication here, that was processed via Bank Transfer through SEB bank with reference number 757300­/20­210­101­003­001­88321 and sent from our side in EUROS for the amount of EUR 6,43

Kind Regards,
Alex – Customer Service Manager
Rizk Casino

Dear @Chaselarry3,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you got in touch with the receiving bank showing the receipt with the Transaction reference given by the Casino.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse to cooperate with the casino or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.