Rizk Casino - Los retiros de los jugadores se retrasan debido a problemas de verificación de documentos.

I was playing at rizk casino

a already verified player.

i have been waiting about 3=4 days now with pending withdrawals. On day 1 with the pending withdrawals it took 6hours to get notified I needed too verify my account.

My first document was declined so I corrected that and sent it back and had to do several more times. My document needed to be proof of ownership for debit card I had trouble finding a pen to sign the card which is where my troubles started.

My complaint is they are not really.co operating with me in helping me solve my problem so I can have my withdrawals released in the end I have submitted a bank statement which shows the deposit I made and the numbers from my debit card as well so more then sufficient proof...

Because of the document delays having to re submit etc we are now coming onto the 4th day I believe what they are doing is resetting the timer to there maximum time frame of 24 hours to review documents . Never have I had this much trouble at an online casino especially being already pre verified. really starting to despise of casinos that try to intentionally stall and or not co operate in timely manner with players.

Dear kirstymaree001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

All I needed to supply was the back of my credit card which I did however there was an issue with getting the back signed because I couldn't find a pen that would work .

It still stated my name and the last 4 digits of the card they needed proof for.

When I had no luck there I sent them my bank statement that clearly outlined my deposit transaction to the casino which clearly stated the card that had been used.

I had already been pre verified yes so all documents requested were submitted and approved

Since my complaint here has been made my account at the casino has been locked 🙁

Thank you very much for your reply, kirstymaree001. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When exactly did you create your casino account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

I received my payout 5 days later they told me my document wasn't signed etc over And over again, were very unhelpful at being able to assist me in helping with a solution I 10/10 DO NOT RECOMEND this casino. They blocked my account and that is the way it is going to stay.

Could you please advise if you had any remaining balance or pending withdrawals in your casino account?

That I am unsure of to tell you the truth I did question that for a moment as I had no way to go onto my account and see for myself. At the time my account was blocked my withdrawals were pending processing and nothing had progressed. It was definitely not smooth sailing trying to get a straight forward answer out of them 🙁 so definitely some questionable behavior from there end I had no choice but to trust what they said. I even went as far as asking for a receipt or some sort of confirmation the payout had been paid . It was all very vague with not much to go off

Can you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Sure I can do that no worries I only have the correspondence via email as I'm unable to get back into my casino account due to being blocked. But I will forward what I have to you.

🙂

Unfortunately, I have not received any emails from you yet. Could you please forward everything to me so we can proceed with this complaint?

Hi.

Sorry for the delayed response I'm trying to find a faster efficient way to extract the emails to forward to you.

I will get onto this right away.

I think it maybe easier if I can request the communication through the casino. I also remembered that I had roughly 280 + monthly raffle tickets and no way to be recall if I had won any prize due to my account being locked ?

Is there a way to be able to find out this information ?

You set the dispute value to NZ$45,000. Could you please clarify this amount? How much money did you have in pending withdrawals, and how much have you received since you lost access to your account?

It was around $4,500 I'm not sure how it' come.up as $45,000

But during that time I had 270 raffle tickets for a monthly raffle at Rizk I generated those thtough my wagering while playing there at the casino

Thank you very much, kirstymaree001, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, kirstymaree001!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

I'm doubtful the casino will Reply 🙁

We are communicating with them right now as I try to find the right contact for your case.

Thank you so much

I'm assured this will be In good hands with casino guru on the case.

As the Casino has not replied , that i can see of, Does that leave this case at a dead end ?

The casino will have 7 more days after the first timer is expired. Also, we have received response form them that the relevant team is investigating.

Thank you Pavel,

am I allowed any further update into the case or would it be best for me to wait until the team has finished investigating with the casino?

We will let you know here as soon as we get any update from the casino.

Ohk thank you for your time and assistance and I hope this doesn't lead to nothing with wasting anyone's time.

I just thought if there was any doubt to get it looked into Especially with any kind of discrepancy when it comes to paying out of funds and things like that.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

My fingers are crossed they reply, The casino holds more information on the matter then I Do

The countdown timer is nearly lapsed again for the 2nd time, are the casino going to reply or will the complaint have to be marked as unresolved?

Last message I got was that the complaint was sent to a relevant team. I will ask again now.

Thank you much appreciated

Hi I'm not to hopeful for the casino to reply as there response was told to me many many times while trying to navigate through the repeat KYC which was already in place.

They were not easy to deal with.

As I have reached out to the casino once more and still have not received a response to my last message, I am extending the timer for 7 more days.

We need more time as we are still trying to reach out to the casino.

Have they responded or even acknowledged this thread in any way behind the scenes as they don't seem responsive. I'm not holding my hopes to high at the moment, but that's okay.

Their support told me that the case is transferred to the relevant team, but I have not heard from them since. I asked my colleagues form another team to use their contacts to get the casino to reply.

kirstymaree001, I am really sorry. It seems that your case is the one on which the casino has decided to ignore our further requests. I have tried every contact we have, but was unable to push the casino to give me a proper response. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the Safety Index caused by unresolved complaints might help to change the casino's approach. Also, the casino will lose their Fair Badge because of this. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski