Rizzio Casino - El cierre de la cuenta del jugador se ha retrasado.

Good day,

Due to an addiction, I told them I wanted to close my account permanently. This casino makes it difficult to close an account; you have to fill out a form that you only receive three days after requesting it. However, this form isn't designed to allow you to close the account permanently. The maximum closure period is only 30 days. See attachment. Now I've lost over €3,000, and the casino isn't refunding me and isn't closing my account despite my request.

I am highly addicted, which I have told them several times.

I need help!

Guten Tag,

Aufgrund einer Sucht hab ich denen gesagt ich will mein Konto für immer schließen. Dieses Casino erschwert es einem das Konto zu schließen man muss ein Formular ausfüllen was man erst 3 Tage nach Anfrage erhält. Dieses Formular ist aber nicht so ausgestattet das man das Konto für immer schließen kann. Maximal nur 30 Tage. Siehe Anhang. Jetzt hab ich über 3000 Euro verloren und das Casino erstattet mir nichts und schließt auch nicht auf Anfrage mein Account.

Ich bin Hochgradig süchtig was ich denen öfter mitgeteilt hab.

ich bitte um Hilfe!

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Dear Mesimesi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy, and I found this:

Self-Exclusion

If you feel you may be at risk of developing a gambling problem, or if you believe you currently have one, consider using the Self-Exclusion option. Self-exclusion allows you to close your account for an extended period, tailored to your needs. This tool is designed as a strong intervention for compulsive gambling. Please contact our Customer Support if you need more information or help managing your account limits. To request Self-Exclusion, simply send a written notice to our Customer Support team via email. Once your Self-Exclusion period begins, your account will be disabled, and you will not be able to deposit, withdraw funds, or place bets for the duration of the Self-Exclusion. Additionally, we will make every effort to detect and close any new accounts you may open during this time.

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru. Do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Dear Mesimesi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I already sent that to the specified email address on December 1st.

Das hab ich am 01.12 bereits an die angegebene E-Mail Adresse geschickt.

Thank you for your reply, Mesimesi. Do I understand correctly that you requested account closure via the form? Have you ever directly informed the casino that you suffer from gambling addiction? If so, please forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Additionally, could you please clarify whether you currently have access to your casino account?

Good day,

Yes, several times via the chat function. It's made difficult to contact them there. The closure was only possible via the form. But it wasn't a complete closure, only temporary.

Guten Tag,

ja mehrmals über die Chat Funktion. Es wird einem dort erschwert Kontakt mit denen aufzunehmen. Die Schließung ging nur über das Formular. Aber auch keine komplette Schließung sondern nur temporär

Hello Mesimesi,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Could you please forward all relevant correspondence in which you informed the casino about your gambling addiction to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Furthermore, can you provide more information regarding the temporary account closure? Did the casino inform you about it? Were you told when your account would be reopened? Do I understand correctly that you currently no longer have access to your account?

Good day, as I already informed you, I discussed all the information via live chat. Many things were made difficult for me, such as the form, which doesn't specify how to permanently close the account. I already sent you this by email. Therefore, I was at a loss and my hands were tied, which is why alarm bells went off. I couldn't do anything. No one closed my account, and when I inquired in the chat, I was simply given the runaround. I made this clear to them several times, but it was ignored. I don't have any proof of the chats. But the casino should have them.

Guten Tag, wie ich Ihnen bereits mitgeteilt habe hab ich alle Informationen über den Livechat besprochen. Mir wurden viele Wege erschwert so wie zB das Formular wo nicht geregelt ist das Konto zu schließen dauerhaft. Das hab ich Ihnen bereits per Email gesendet. Deshalb war ich ratlos und mir waren die Hände gebunden weshalb bei mir die Alarmglocken angingen. Ich konnte nichts machen. Keiner hat mein Konto geschlossen und auf meiner Anfrage hin im Chat wurde ich nur hingehalten. Das hab ich denen mehrmals klar gemacht es wurde aber ignoriert. Ich hab keine Belege der Chats. Aber das Casino müsste es haben.

Dear Mesimesi,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Mesimesi,

I am sorry to hear about your problem with Rizzio Casino.

I will now try to contact a Rizzio Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Rizzio Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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.

Dear Mesimesi,

I have repeatedly tried to contact the Rizzio Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor