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