The player from Germany faced issues with a withdrawal request made three weeks prior for €4,670. The casino claimed that the winnings had been voided based on Rule 2.23 without providing a proper explanation, despite her adherence to the terms and conditions. She encountered technical issues while playing, which led her to switch games multiple times. The Complaints Team closed the complaint as 'unresolved' due to the casino's lack of response and considered the confiscation of her winnings to be unfair and unjustified.
Rizz Casino - Player’s withdrawal is denied and winnings are reduced.
Unresolved
Our verdict
Against fair gambling
Black points: 2,533
Amount: €4,670
Rizz Casino
Safety Index:Below averageCase summary
Discussion
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10 months ago
Translation
Dear Sir or Madam, I'm unfortunately having to contact you again because a casino refuses to pay out my winnings of €4,670. Unfortunately, the casino didn't provide a proper explanation. They simply stated that, based on Rule 2.23, they have the right to refund my winnings to the original deposit amount.
I don't understand this. I didn't break any rules and adhered to the terms and conditions of the bonus. It was a reload bonus with a maximum withdrawal of 10x the deposit amount, and it has now been reset to €467.
This was my bonus: 
It was a 75% bonus up to €350.
I played Dice by Spribe and then tried to wager with Fairy Dust Xtreme. Unfortunately, I got kicked out of the game and couldn't get back in to continue playing, so I switched to Poseidon Xtreme, but the game crashed there too, so I had to switch again and then play Dice Clash. The same problem there too. I don't know if the casino had problems, but I couldn't get back into any of the games for the next 6-12 hours because an error message popped up. I think it was [903]. In the end, I finished wagering with 1429. That worked well. I wasn't thinking of cheating the casino in any way. I just wanted to wager my winnings and had to avoid the games that displayed this error message. I also didn't play any prohibited games. So I really don't understand why the casino decided to void my winnings.
I hope you can help me.
LG
Automatic translation:
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10 months ago
Hello Ninosch,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rizz Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you claim any other bonuses in the past?
- When was the last time you spoke to the casino and what was it about?
Would it be possible to forward your betting history from the time you have played with the bonus money to [email protected] for further review?
Looking forward to your answer.
Regards,
Nick
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10 months ago
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Hello and thank you very much for your help.
I'd love to send you the betting history, but there are too many bets for me to manage. I'd need countless screenshots to do that. 🙁
But I can gladly send you individual pages of the history where I played the different games if that would be helpful.
Here you can see that I started playing Fairy Dust Xtreme. For quite a long time, in fact. I wagered almost the entire bonus on this game. My last spin was on February 20, 2025, at 6:20:05 PM, because the game crashed and I couldn't load it again even after several attempts. So I decided to play Poseidon Xtreme to use up the remaining bonus. Unfortunately, Poseidon crashed shortly after Fairy Dust, and I couldn't get back into Poseidon Xtreme. This happened at 20:07.49, about 1.5 hours after Fairy Dust Xtreme.So I decided to try another game. Of course, I checked beforehand whether the games allowed bonus funds. Everything was correct.
I then played Dice Clash, but that also crashed relatively quickly. This happened around 20:16.02. So I made the last spins with 1429 Uncharted Seas.At 20:21:52, I was finally finished with the implementation and immediately requested a withdrawal and verified myself.
I didn't quit any of the games because I wanted to play something else, but because the system forced me to, as the games all displayed an error code after a certain amount of time.
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10 months ago
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Oh yeah, I had deposited for bonuses before, but didn't win anything. (See screenshots)
I should also be verified. I have already sent the casino all the necessary documents.
The last time I had contact with the casino was when I received an email from RIZZ Casino saying that my winnings had been canceled.
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10 months ago
Hello Ninosch and thank you for all the information provided. Based on your deposit history, the maximum win from your bonus should have been 1000€, unless there's been a specific bonus condition brokne.
To further investigate along with the casino, I will be now forwarding your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Translation
How did you get €1,000? No.
€4,670 was the maximum winnings I could achieve with the bonus. The terms and conditions clearly stated that the maximum withdrawal amount was 10x the deposit amount, not the bonus amount.
I deposited €467, so €4670 max cash.
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10 months ago
Hello Ninosch,
I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. And yes, you are right. I think my colleague checked your screenshot with the deposit history incorrectly, and he was talking about your previous deposit of €100 for an unknown reason. Anyway, let's ask the casino for an explanation.
Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Rizz Casino Team,
Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address ([email protected]).
Thank you.
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10 months ago
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.
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9 months ago
Hello Ninosch,
I am sorry for the delay.
Recently, I got one relevant contact for the casino, and I am trying to get more information and details from them.
I am extending the timer for the casino once again, waiting for the requested details.
I will inform you as soon as I have something relevant. Let's give it a try.
Thank you for your infinite patience and understanding.
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9 months ago
Greetings,
I am already in contact with the casino representative, and I am waiting for the requested information, details, and updates.
Since the casino does not have a casino representative account in our system, and they cannot reply directly here (the casino representative did not receive a notification and did not know about the complaint, and I got in contact with someone responsible only a week ago), I am extending the timer, and I will provide the relevant information directly here myself as soon as I have something important that is worth mentioning.
However, I cannot keep the complaint open indefinitely, so the casino representative in charge will be informed that, in case the casino does not provide us with anything relevant until the current timer expires, I will be likely forced to close the complaint as unresolved, which means a decrease of its rating/safety index on casino.guru.
Thank you for your patience and understanding.
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8 months ago
Hello,
I am sorry for the delay.
Unfortunately, the new contact representing the casino stopped responding.
I am extending the timer until the end of this week, Friday evening, reminding the case to the casino representative outside the thread.
The casino representative was informed that these are the last few days to respond and the last chance to sort it out. Otherwise, the complaint will be closed as 'unresolved'.
Thank you for your patience and understanding.
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8 months ago
Greetings all,
I am sorry for the delay.
The casino's representative account was successfully set up, so they should already receive email notifications and updates properly.
Dear Rizz Casino Team,
Can you please look at our conversation outside the thread and answer my questions and provide the requested? I replied a while ago.
Thank you. Looking forward to hearing from you.
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond within the set time frame, we will close the complaint as ‘unresolved’, which may negatively affect its rating.
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8 months ago
Dear Ninosch,
Unfortunately, since we have not received any further response from the casino regarding the issue for a long time, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
Considering the available information and details regarding the case that we managed to gather during the communication with the casino representative, we cannot agree with the winnings confiscation, and we consider the casino's decision unfair and unjustified. To be honest, it appears the casino confiscated your winnings because you successfully wagered the bonus and gained significant winnings (within the casino's rules) in a way they do not like.
There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Kahnawake Gaming Commission - KGC) and submit a complaint directly to the regulator. You can find more information about their complaint process HERE, and more about complaint processes with regulators generally HERE.
In case of any questions or news from the regulator, do not hesitate to contact me at [email protected].
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime, and I sincerely hope the casino will use this option or contact me soon.
Best regards,
Branislav, Casino.Guru
