The player from Finland had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The player claimed the casino had confiscated his winnings instead of a delayed withdrawal. We had requested evidence to support his claim, but the player chose to pursue the matter through an Alternative Dispute Resolution (ADR) process. The complaint was set to private, and no further action was taken by us at that time.
Rizzio Casino - Player claims that payment has been delayed.
Closed
Our verdict
Other
Amount: €9,250
Rizzio Casino
Safety Index 1.4 Very lowCase summary
Discussion
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Mizzu,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
Dear Mizzu,
Thank you for your reply.
I understand, and I apologize for the misunderstanding. Based on your latest message, this does not appear to be only a delayed withdrawal issue, but rather a situation where the casino allegedly confiscated your winnings.
To better understand the case and support your claim, could you please provide screenshots or any available evidence showing the following:
Your original deposit of €750;
Your initial withdrawal request of €10,000 / €9,250;
Your account balance before the winnings were removed;
Your current account balance showing only the remaining €750;
Any message, email, or chat communication from the casino explaining why the winnings were moved or confiscated;
Any information visible in your casino account related to the review, transaction history, withdrawal history, or balance adjustment.
Please upload the screenshots directly here in the complaint thread, or send them to my email address at karla.m@casino.guru.
Thank you in advance.
Karla
