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Rizk Casino - Withdrawal still not processed well over the usual processing timeframes

REJECTED
Asiandoll1983 New Zealand
posted on July 31, 2018.

I recently requested to withdraw NZD3. 5K on 25th of July. RIZK still haven't processed the payment til now, I contacted them from the following day of my request to find out what's with the delay and all i have been told everytime i went on live chat was that the accounts team is still verifying my account which i found ridiculous by now as since having joined the casino from when they first opened, my account has been verified at least 3x so far. Also my last withdrawal request they asked me to submit more proof/documents even after promising that it will not happen again. This year alone Ive had my account "verified" twice after requesting to withdraw funds and this is just abdurd. So i kept following up daily and i been given the same answer, i will receive an email once accounts have verified my casino account. So finally received an email from rizk with subject line "Account reopening" and this doesn't make sense considering my account is currently active and no one ever sent any type of communication if my account was in fact closed and in the process of re-opening. To make matters seem more suspicious, they are now requesting me to provide them with the paysafecard vouchers I've used recently which i won't have as they get printed out like a recharge voucher here in new Zealand, you just enter the 16digit numbers when depositing at any online casino that accepts paysafecard so I don't get why I need to provide this as proof of payment when it was never in any general terms and conditions. Please help me recover my winnings, im so frustrated and i don't know what else to do!!!

posted on August 3, 2018.

Hello ASIANDOLL1983,

We are sorry to hear you've had a bad experience at Rizk with the verification process. For an account to be fully verified all the deposit methods used need to be verified. Please see paragraph 5. in our terms & conditions. When all the requested documents have been provided your account will be fullt verified.

I suggest you contact our customer support team who will happily assist you.

Asiandoll1983 New Zealand
posted on August 3, 2018.

Yes and you guys have verified my account 3x so far this year. And regarding deposit methods whenever Paysafe voucher is used the money is sent back to the players Bank Account as paysafecard isn't issued as a rechargeable card in NEW ZEALAND hence you've advised me last time you guys held my withdrawal that my bank account needs to be verified and it has been since then, also submitted docs for skrill and debit card which are all verified. You witheld funds because you didn't want to pay out 3.5k but have processed all my smaller withdrawals in july and I've made several withdrawals with no issues in fact, I made a withdrawal of nzd100 and nzd400 not long before the 3.5k and I also withdrew 900 with no issues so whats the difference surely your terms couldn't have changed overnight????

AskGamblers
posted on August 3, 2018.

Dear @Asiandoll1983,

Please keep in mind that your last message has been altered due to the fact that huge parts of the text were written using Caps Lock. We hope you are in aware of the fact that using so intensely Caps Lock while writing online is considering as yelling and yelling is definitely not the expected attitude and behaviour we expect from those who are willing to use AGCCS /AskGamblers Casino Complaints Service/.

Make sure to read carefully and comply with all Complaints Guidelines from now on. https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines

Thank you for your cooperation.

posted on August 6, 2018.

Hello ASIANDOLL1983

We were informed by our security team that your Rizk account will remain closed, as per 13.4 in our terms & conditions:

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

We were going to process your withdrawals after the pending security check was concluded, but we were informed that you had unfortunately cancelled the withdrawals and played away the funds.

- Team Rizk

AskGamblers
posted on August 6, 2018.

Dear @Asiandoll1983,

Please make sure to update your ongoing complaint and inform AskGamblers Complaints Team whether you have canceled your withdrawal and played off your funds? Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.

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