The player from Austria had registered and verified his account, made deposits, and played without bonuses. After winning €750 from his recent deposits, his withdrawal request had resulted in the cancellation of his winnings, leaving only €100 in his account. He sought clarification on why this had occurred. We had contacted the casino for an explanation and supporting evidence but had received no response despite multiple attempts. Consequently, the complaint was marked as unresolved due to the casino's lack of cooperation, and the player was advised to escalate the matter to the relevant gaming authority for further assistance.
Rizzio Casino - Player’s winnings have been confiscated.
Unresolved
Our verdict
No reaction policy
Black points: 180
Amount: €750
Rizzio Casino
Safety Index 1.4 Very lowCase summary
Discussion
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4 months ago
Translation
I registered and verified my account. I submitted all the required documents, and the order was confirmed. I made deposits and used bonuses, but lost everything. My balance was zero, and there were no active bonuses left. Then I deposited €50 twice, without using any bonuses, to play for real money and won €750. When I requested a withdrawal, all my winnings were canceled, and only €100 remained in my account. I don't understand why. My account was verified, I didn't use any bonuses, and I don't know the reason.
Thank you so much for your help.
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4 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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4 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 I can better understand the situation.
- Do you have access to your player's account?
- Would you be able to share a screenshot of your deposits with timestamps as they appear in your player's deposit history?
- Would you be able to share a screenshot of your bonuses with timestamps as they appear in your player's bonus history?
- Could you please share with me your communication with the casino regarding the issue, or other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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4 months ago
TranslationHello 
I sent you a screenshot of my €50 deposit. As you can see, I had no funds in my account. I then continued playing, won, and requested a withdrawal of €700. The second screenshot shows that I played exclusively with real money that day and didn't use any casino bonus. In the days prior, I had used the bonus for sports betting but lost everything. My account was empty, and the bonus was no longer active. My winnings were canceled without any specific reason being given. I was sent the complete rules, but they told me they weren't obligated to do so and therefore couldn't provide a specific reason. My €700 payment was canceled because they claimed additional documents were requested, even though the order was verified. I played a little longer and then requested a withdrawal of €750. €650 was then canceled, leaving only €100. I was informed that the amounts from my last two deposits would remain. I don't understand any of this. If something was wrong, how can they credit me with the last two payments?
Thank you so much for your help.
Warm regards
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4 months ago
TranslationLadies and Gentlemen
I made another deposit of €25 and received a bonus of €37.50. My winnings were €500, but according to the rules, the maximum real money winnings are limited to €150. This is in accordance with the rules, and I agree to it. I then continued playing with real money and won €1000. When I requested a withdrawal, €850 of my winnings were deducted, leaving only €150 in my account. Attached are screenshots of the bonus being correctly credited, my withdrawal request, and the provider's response. The same thing happened to me last week when €650 of my winnings were deducted, even though I didn't have an active bonus.
I am asking for your help, as something like this has never happened to me before.
Thank you in advance.
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4 months ago
Respected
This is how it looks on my profile.
They canceled my €650 win last week even though I didn't have any Bonus, then I also had a €300 win on a sports bet that went into the cash register, but everything was cancelled. And this week they canceled €850, also a real money gain. I followed the bonus rules, got €150 as much as possible and continued to play for real money and won.
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4 months ago
Translation
The support representative I contacted told me to continue playing, as the bonus money had been converted to real money and I could play without limits. However, when I won, the winnings were canceled by the payout team. And the worst part: they're still active and scamming users.
I'm sorry for overwhelming you with information, but I want people to know that something like this exists.
Thank you for your support.
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4 months ago
Thanks for your reply.
According to the screenshot you submitted, a weekend sportsbetting bonus might have been active at the time of the incident.
Have you made any bets that concluded on March 14th from your point of view, after you made the 50€ deposit?
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4 months ago
TranslationNo, there was no active bonus. I used the bonus and lost the bet, therefore the bonus was blocked.
That was 10 days ago, and as you can see, my winnings of €850 have been cancelled again.
I received a casino bonus of €37.50. I fulfilled all the requirements and had €500 in my account when the bonus was paid out as real money, amounting to €150, as this is the maximum bonus win. Customer service assured me that it was real money and that I could continue playing or withdraw my winnings. I continued playing, won €850, and requested a withdrawal of €1000. Subsequently, my winnings were canceled, and I was only credited with €150, supposedly in accordance with the bonus terms and conditions, even though this has nothing to do with the bonus. The bonuses were locked, and it is real money. I have already sent you photos documenting everything.
Thank you for your support.
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3 months ago
Dear Fred1987,
Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.
No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.
Kind regards,
Tomas
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3 months ago
Hello Fred1987,
My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Rizzio Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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3 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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3 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Michal V
