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Rizk Casino - No response regarding my verification

RESOLVED

Complaint Info

Disputed casino

Rizk Casino

Amount

$ 4795

Kingjays Canada
Posted on January 26, 2022

I play a few years in this casino. I have never experienced any problems. I always use the same methods of deposits over 4500$ deposits but a few days I have decided to play machine and I was lucky that night the machine pay me. So I try to make a withdraws. I was then contacted by Support to provide some standard verification procedures which turned out to be a nightmare for me. they requested that I upload the following. - Proof of ID – This can be a copy of your Passport, Driving License or countries ID Card. The image must clearly show your face

- Proof of address – Please provide a recent utility bill (electricity, gas, water or phone), government letter or a bank statement. This must be dated within the last 6 months and clearly show your first name, surname and current address

- Proof of payment: Bank Statement – Please provide a screenshot / print screen of your most recent online bank statement. This must clearly display your full name, bank account number, banks logo and url of the webpage. It’s recommended to use a desktop browser rather than mobile to capture this. I have provided all the necessary documentation including my ID, a credit card bill, and my bank statement which is a proof of payment. I was then requested to provide the following for a second time which I gladly provided: - A valid copy of your ID, front and back (e.g. National ID Card, Passport or Driving License).

I have tried to contact support live to speak to an agent but they never show up and let me alone with the robot multiple times and get told they don't know why and they are looking into and have no answers or timeframe. They told me to send in my verifications which I have done but they have still not acknowledged this. They won't advise me what's happening and have no answers. I am concerned looking at others complaints same issues and go round and round in circles with no payment. Please help me to get my withdrawals They are mucking me and clearly once I tried to withdraw funds. Cordialement

Posted on January 28, 2022

Hello,

I am sorry to hear that you have had a negative experience with your ongoing verification process.

I am looking into this together with our verification team and I will be back with more information as soon as we have reviewed your query.

Kind regards,
Pierre

Kingjays Canada
Posted on January 29, 2022

Well, I still haven't received any information regarding validation.

Posted on January 31, 2022

Hello,

I appreciate your patience while we have looked into this matter.

After reviewing your query I can see that you have been asked to provide us with requested documentation before we are able to pay out your pending withdrawal. This is a standard verification procedure which we as a licensed casino are required to have in order to comply with regulatory requirements. The checks are also clearly outlined in our terms and conditions which all customers are required to agree to when registering and playing on our site. You can find the full terms if you click on the link below, but I want to highlight the below sections specifically:
https:­//r­izk.co­m/c­a/t­erm­s-a­nd-­con­ditions

5.4 By agreeing to the Terms you authorise us to undertake such checks as we may require ourselves or may be required by third parties (including regulatory bodies and Authorities) to confirm your age, identity and contact details in order to prevent money laundering (the “Checks”).

5.8 In certain circumstances we may have to contact you and ask you to provide further information to us in order to complete the Checks. In the case of GB Players, upon reaching EUR2,000 in cumulative lifetime deposits and withdrawals, we will conduct Checks to verify your identity and address. We may also request information about your source of wealth and sources of income. In the case of non-GB Players, we may carry out identification and verification Checks on a player reaching EUR 2,000 in cumulative lifetime deposits. It shall be at the sole discretion of the company to decide, on a risk-based approach, which timeframe to consider for purposes of triggering the Checks. If you do not or cannot provide us with such information or such information is not satisfactory, then in accordance with paragraph 5.7, we may lock or restrict Your Player Account until you have provided us with such information, and if we do not receive the required information, or we are otherwise unable to verify your identity, we may terminate these Terms, close Your Player Account and may return to you on request any Deposit Funds in your account at the time we placed a lock or restriction on Your Player Account, plus any funds deposited after the lock was placed on Your Player Account, subject to these Terms and except where it is necessary for us to delay or withhold the payment to you of all or some of your Deposit Funds to comply with our legal and regulatory obligations including our anti-money laundering and fraud prevention obligations. To complete our Checks we may ask you for:

5.8.1 Passport, national identity card or driving license together with a recent utility bill (e.g. gas, electric, council tax, bank or building society statement,) less than three months old;

5.8.2 Proof of ownership of payment method – depending on the deposit method used, this may include a copy of the credit card used, screen shot of the e-wallet or a recent bank statement;

5.8.3 Any other documents that we consider necessary in order to complete our Checks.

As is evident from our terms, the only documentation we can accept for verifying your identity are a passport, national identity card or driving license. This documentation which was requested from you is also what was highlighted on our verification page on our site where you can clearly see what documentation is accepted as a proof of identity. We have also informed you about this when you contacted us on the 12th of January via our live chat, as well as in our E-mail to you on the 23rd of January this year.

I can see that we have so far approved your proof of address and payments methods, but we have not yet received any of the accepted forms of identity; passport, national identity card or driving license. When you contacted us via live chat on the 12th of January, we informed you about the requirements, and you responded with a positive remark that you would wait for a passport. As we up until now have not received any valid ID from you ( https:­//w­ww.s­ac­-is­c.g­c.c­a/e­ng/­151­698­158­988­0/1­572­461­616199 ). For this reason, we have unfortunately also not yet been able to pay out your withdrawal.

As soon as we receive and can approve one of the accepted forms of proof of identity, we will be happy to review this matter further. Please do not send them in here via AskGamblers though, but instead upload them to us on our site much the same as you have the other documentation you have provided us with.

If you are not at all able to provide us with a valid form of ID, I kindly ask that you get back to us with a confirmation of why you are not able to supply us with a valid ID to verify your account details and who you are.

I want to stress that this verification check is something which we are required to have in order for us to comply with regulatory requirements, and something which we naturally take very seriously. Whilst I can understand that it can be frustrating to upload the requested documents, we appreciate your understanding and cooperation with this process.

I hope this helps clarify the situation, but if you have any further questions, please do not hesitate to get back to me.

Kind regards,
Pierre

AskGamblers
Posted on January 31, 2022

Dear @Kingjays,

The AskGamblers Complaint Team is kindly asking you to assist the Rizk Casino team further and send the required verification paperwork.

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. Therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Kingjays Canada
Posted on February 3, 2022

hello, sorry for the slight response time.. I just sent my driver's license as proof (pending verification) Now on rizk

Posted on February 3, 2022

Hello,

We sincerely appreciate your patience and cooperation, and thank you for sending in the requested documents. Your documentation has been approved and with it we have also processed your pending withdrawal.

I wish you a wonderful day.

Kind regards,
Pierre

Kingjays Canada
Posted on February 6, 2022

Thank that was clean and fast for the withdrawal iam also sorry for the complaint.. i like rizk Casino but the costumer service really need work. Anyway Thank again ! We can close the complaint

AskGamblers
Posted on February 6, 2022

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.