The player from Germany reports that after depositing €11,000 and winning €25,000, the casino withholds €24,000 due to alleged violation of bonus terms, despite him not using any bonuses. He has filed a police report and received suspicious emails regarding attempted deposits using his credit card.
Rizzio Casino - Player’s winnings are being confiscated.
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Waiting for Casino Guru to reply
1d 5h 13m 52s
Rizzio Casino
Safety Index:Very lowCase summary
Discussion
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2 weeks ago
Translation
Good evening, I would like to file a complaint against an online casino that holds a gambling license. The website is www.Rizzi51.io. I deposited €11,000. Without a bonus, I won €25,000. I received a payout of €1,000. A few days later, I received an email stating that the remaining €24,000 would be withheld due to alleged violations of the terms and conditions regarding bonus conditions, even though I never used a bonus. Except for the initial bonus, which I played down to zero. The bonus balance remained at zero.
I have filed a police report. I can gladly send you all the screenshots.
Furthermore, I receive an email every two days stating that someone attempted to deposit money using my credit card on the website rizzio51.io, even though I no longer log in!
And with high stakes, transportation to the game was lost… but play money without registration was possible… Very shady.
I have more evidence if desired.
Sincerely, SK
Edited by a Casino Guru admin
Automatic translation:
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2 weeks 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 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a screenshot of your bonus history?
- Did you accumulate your €24,000 winnings from a deposit that you made only after your initial bonus was entirely lost, and your balance was zero?
Kindly request the casino to send you the gaming history in Excel format, and then forward the file to me at [email protected].
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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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1 week ago
Dear Kreher,
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.
