The player from Germany had requested the permanent closure of his account at Rizzio Casino, having made multiple requests for this action. Despite his clear instructions, the casino had only offered a temporary suspension and had continued to send him marketing emails. He had sought assistance to achieve his desired outcome. The complaint was handled by a dedicated resolver who had attempted to contact the casino through various channels but had received no cooperation. The complaint was ultimately marked as unresolved due to the casino's lack of response, and the player was advised to escalate the matter to the relevant regulator.
Rizzio Casino - Player’s account closure request is ignored.
Unresolved
Our verdict
No reaction policy
Black points: 40
Amount: ??
Rizzio Casino
Safety Index:Very lowCase summary
Discussion
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2 months ago
Translation
Hello CasinoGuru team,
I would like to file a complaint against the online casino Rizzio Casino and request your support.
Facts:
For several weeks now, I have repeatedly and explicitly requested that Rizzio Casino permanently close my player account and stop sending me any further advertising or marketing emails.
Despite these clear requests, my account is not being permanently closed. Instead, customer service refers me to processes or forms that only provide for a temporary account suspension.
I have repeatedly made it clear that I do not want a temporary suspension, but a permanent and irreversible account closure. Nevertheless, I continue to receive advertising and marketing emails from the casino.
Previous steps:
- Multiple written requests for permanent account closure
- Repeated request to completely unsubscribe from all marketing emails
- Contacting customer service over an extended period of time
All previous attempts have been unsuccessful.
Reason for complaint:
In my view, this behavior violates fundamental principles of player protection as well as my right to permanently close a user account. Furthermore, the continued sending of promotional emails despite a clear rejection is unacceptable.
Expected solution:
I am requesting CasinoGuru's assistance to ensure that:
- my player account will be closed immediately and permanently and
- all advertising and marketing communication will be stopped immediately.
Thank you so much for your support.
Automatic translation:
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2 months 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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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rizzio Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Could you please share the communication in which you informed the casino about your intention to protect yourself and the casino's responses? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@rizzio.io, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Rizzio Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Also, I would recommend you attempt to unsubscribe from the casino's marketing communication using the option in the footer of every newsletter or advertisement email you received from the casino. Please let me know if this is a valid solution for you.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
TranslationHello Tomas,
I just forwarded the email thread to you via email.
The casino refuses to close the account for more than 30 days, regardless of the reason.
Could you please officially request this from the casino?
Thank you.
Automatic translation:
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2 months ago
Dear Vogel95,
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,
Tomas
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2 months ago
Dear Vogel95,
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
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Vogel95,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Igor
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1 month ago
We’ve reopened this complaint at the request of Vogel95. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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1 month 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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1 month ago
Dear Vogel95,
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
