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.
Opened
Current status
Waiting for player to reply
3d 22h 22m 41s
Rizzio Casino
Safety Index:Very lowCase summary
Discussion
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2 months 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
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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 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 veronika.f@casino.guru.
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 month 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.
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1 month ago
TranslationHello, I haven't received a list to date + my account has been restricted, I can't see anything anymore.
What do we do now ?
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1 month ago
TranslationHello, I received the list today.
How do we proceed? Can I only open it using my personal ID card?
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1 month ago
TranslationFurthermore, I received almost €2200 back from an anonymous account holder.
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1 month ago
Could you please specify what list you obtained from the casino? I would like to clarify that I asked you to request your gaming history in Excel format, so we can review whether your winnings of €24,000 were accumulated while playing with a bonus, and whether the maximum allowed bet limits were exceeded, as stated by the casino.
Please note that Casino.Guru does not handle issues related to unauthorized transactions, incorrect merchant names, or GDPR matters. These issues fall under the responsibility of the relevant authorities and cannot be investigated by mediators such as us.
If you have already received your gaming history and would like us to assess whether the confiscation of your funds was in line with the casino’s Terms and Conditions, please forward the file to me at veronika.f@casino.guru.
If, however, your complaint primarily concerns unauthorized transactions, incorrect merchant names, or GDPR issues, we unfortunately won’t be able to assist you further.
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1 month ago
TranslationGood morning,
They sent it to me as a GDPR list, Excel type, yes.
I'm not sending my password here, am I?
Please provide me with an email address where I can send the file and password.
Regards, Sk
Edited by a Casino Guru admin
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1 month ago
TranslationHello, I tried to send the documents to the specified email address. However, Google Mail says there's a technical problem and displays a red light.
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1 month ago
Could you please try sending me the files one more time using a different email address, perhaps? Am I correct in understanding that the Excel file contains your gaming history with all the bets you made?
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1 month ago
TranslationYes, I'll gladly send it again.
And yes, you can see everything!
Regards, sk
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1 month ago
TranslationHello ,
I don't know what's wrong, but her email address isn't working for me…
Regards, Sk
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1 month ago
I have received only the "Fwd: Delivery Status Notification (Delay)" and the "Test" emails from you. Could you please specify the size of the Excel file you've been trying to send me?
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3 weeks 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.
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3 weeks ago
TranslationHello, I've sent it to you three times now... do you have another email address?
Nothing seems to be getting through…
I cannot comment on the xlsx file and it is encrypted…
I can open them with my ID card.
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2 weeks ago
Hello Kreher,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 week ago
Thank you for your message.
Gaming history in Excel format is usually not encrypted. Are you sure you are trying to send the correct document? Please note that I do not need your transaction history, only the history of the bets you made.
If you are unable to send the file directly to my email address, please upload it to Google Drive or another cloud storage service and share the link with me.
Thank you for your understanding.
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3 days 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.
