Inadequate investigation of game glitch during a bonus round in Rainbow Riches Megaways

I’m writing to raise a serious issue regarding a missing withdrawal from Rizk Casino.

In August 2024, I won a significant amount on Rizk. I successfully withdrew 3000€ without any problems. A few days later, I requested a withdrawal for the remaining €3901. On the site, this second withdrawal is marked as “successful”, but I never received the full amount in my bank account.

After reviewing my bank statements again, I did find a transaction from Rizk with the same reference number as the payment receipt they provided — however, the amount received was only €150, not €3901.

I have contacted my bank, and they confirm that no other payment from Rizk has arrived besides that €150. Rizk insists they sent the full amount, but clearly something went wrong.

To support my case, I will upload both:

A redacted bank statement showing that only €150 was received

The payment receipt from Rizk which states the amount should be €3901

I kindly ask that Rizk Casino investigate this properly, either with their payment provider or bank, and either send the remaining balance or provide clear documentation explaining what happened.

Thank you in advance – I hope AskGamblers can assist in resolving this fairly and transparently.

Dear Askgamblers

On the night of August 31, 2024 I was playing a live roulette table called Roulette Azure. After the ball landed on number 13 ( black ) two times in a row game did not pay out my winnings but instead they cleared my entire balance down to €0. ( please see the photo attached ) I immediately tried to contact customer support only to find out they could not be reached each time I tried. ( please see photo attached ) within two minutes their entire site was down with a technical error 502 bad gateway ( please see the photo attached) I tried to log in back to my account multiple times without any luck. The following day I contacted customer support and they reassured me this would be resolved within few hours. I also sent them emails explaining exactly what has happened and I attached the photos I took during the glitch.

Currently I have 21 email exchanges between customer service and myself and they are still to this day refusing to pay out my winnings. I was told all they had to wait for a response from the game provider and on September 3rd they confirmed the game provider responded (please see the photo attached) to their request reconfirming my straight up bet on number 13 black was €10.50 meaning I should have been paid €378 ( €10.50 x 36 ) both times the ball landed on number 13, €756 in total.

The game provider confirmed this on September 3rd and they still have not paid out my winnings.

All they are doing is emailing me multiple lies and deliberately delaying paying out my money. This is the worst gambling experience of my entire life since I started playing online. I have deposited multiple thousands into their casino prior to this, and it is an absolute disgrace they get to treat me this way.

Kind regards

Hi,

I made a withdrawal 17.02.2023 on Rizk Casino.

Withdrawal code 2023020100300201825. It says the withdrawal is approved but still, to this day I haven't been paid.

I've asked their customer support many times and they refuse to pay me the money.

Just heard about you and wondered if you could help me.

Riku

I have been Rizk player over 5 year and I'm level status 73. I have been playing there various promotion and bonuses always. No problem on that. They send 18.02.2022 email about 100k roulette promotion https://rizk.com/fi/casino/eksklusiivinen/100k-roulette/17440. I study the promotion, opt in , I get message I'm in the promotion (picture reference A).

Then I contact chat and verify the betting rules, normal chat did not know about this, so they forward this question to corresponding promotional team. They get to me back via email, and confirm the betting rules (picture reference B).

I deposit 1350e and get also deposit bonus to betting (picture reference A, you can see the bonus money in my account) so at this time promos and bonus works fine.

I started to play this live casino tournament at rizk roulette table, I play several hours with out any winning and lose lot of money, then by miracle I hit 6 straight numbers in row right. I was excited about the 7000e winning. (Picture reference C)

So I contacted straight away to customer support to confirm this winning to me and can I continue playing and win more. I send several messages on 18, 19 and 20.2.2022. Finally on Sunday evening, the just send me message that I'm not eligible to any bonus or promotional at Rizk and say they are very sorry. (picture reference D)

Rizk decide to give me bonus ban, AFTER they see I hit miracle winning on they promotion. I like to highlight, that everything in bonus and promotion works just fine, before this miracle hit.

Also, they have never sent me information that I'm not eligible to take part to promotion or bonus, on the contrary, they call me, send sms, send emails about promotion and bonuses.

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

Jeez where to begin....

Missing $150 Withdrawal which got requested by myself May 18, 2021

Was processed by casino.... Usually I would receive my withdrawal within 36 Hours MAX

After 2-3 days I inquired about it, and got told to wait up to 5 days...

Today is May 27, 2021 and after sending bank statements as proof that I did not get my withdrawal I got the most peculiar of Responses (See Attached)

Also during this time I made another withdrawal of $80, which is also peculiar as per to the response.... And this withdrawal I have locked in, is now nowhere to be found anywhere on my account other than its being held???

The response which is the latest mentions some $25 withdrawal? Which I haven't made but supposedly will be getting in the next 3-5 business days.... Which is odd because I believe I was just told that my $80 withdrawal is being held due to payment provider issues? But $25 has no issues with this payment provider???? Someone please enlighten someone here, am I getting the runaround?

I have been withdrawing my winnings worth $1900 cad from rizk for the past 3 days ie 18th May 2021 and don't know why my withdraw payments are still on hold and says processing when the processing is done in the time period of 24 hours, i am worried now, my bank is telling everyday that no wire transfers were ever received when rizk tells me ‘it will be in and its approved already and no results’. Is there another way to receive a wire transfer besides my bank provider? I need my transfers processed just the way I deposited my money in seconds, i’ve been waiting for so long and it hasn’t happened before, please help me out. Thankyou so much.

I have been withdrawing my winnings from Rizk for the past 2 weeks and don't know why my withdraw payments are refused and sent back into my Rizk account. Sent the PDF copy of my Wire Transfer Info and have sent in my Bank Statements as proof that I have not received the withdrawals. My bank is telling everyday that no wire transfers were ever received when Rizk tells me it will be in and its approved already and no results. Is there another way to receive a wire transfer besides my Bank Provider?

Hello. I'm gonna try to be concise. January 28th I deposited 250NOK (Eur 24,74) at Rizk. The money disappeared from my bank account, and never got credited to my Rizk account. 

I sent a request to Rizk and they requested a PDF file from my bank account. I sent this the same day. After some mails, back and forth.

Then, a few weeks later they told me to contact my bank, since the transaction was pending. My bank declined this, and said the money was drawn and final. No pending transaction.

Now I had to resend new documentation to Rizk. A new PDF file. I did this 23th of March, and they said once again they'll look into my case. 

I've sent a few mails since then, and they only answer I'm getting is. The responsible department is looking into you're case. 

Still no update and no money.