The player from Finland had completed the KYC process and made a withdrawal request after playing through his deposit. However, the casino canceled the withdrawal after three days, requesting additional documents, including a selfie with his passport, which he believed were unnecessary and were causing delays. The player provided all requested documents but experienced repeated delays and further document requests, which he identified as prohibited delay tactics. The withdrawal was eventually approved and paid shortly before the player's deadline, after he prepared evidence and reported the issue to the gaming board. We acknowledged the resolution of the complaint as confirmed by the player.
Rizzio Casino - Player’s withdrawal is being delayed.
Resolved
Our verdict
Case closed
Amount: €900
Rizzio Casino
Safety Index:Very lowCase summary
Discussion
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4 months ago
Translation
I joined the site on 11.12.2025. I deposited 200e and played through the deposit a little over three times without a bonus. My balance after this was 900e 12snt
I successfully completed the KYC process and made a withdrawal. After almost three days of processing the withdrawal, they canceled the withdrawal and asked for a different document again. This time a selfie of me and my passport. This document has nothing to do with the withdrawal process and they are using delaying tactics. I have sent this document, but I am pretty sure they will ask for another one in three days. What can be done about this? Are you of any use or should I contact the licensor directly?
I have documented everything and can confirm everything I say if necessary.
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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
Dear badluck,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.
To better understand your situation and move the process forward, could you please provide the following details:
- Do I understand correctly that all your documents, except the passport selfie, have been approved at this point?
- Has the casino indicated why additional documentation was requested?
I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
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4 months ago
TranslationHello,
I completely understand why verification needs to be done and I have no problem with it.
They have accepted the identity, address and payment method. Now that it had been 3 days since the withdrawal was processed, they rejected it and asked for a new document. This time a selfie with a passport. So they have not accepted it. I asked several times on 12.12.2025 if they needed any other documents and the answer was every time that we do not. They use delay tactics which are prohibited. The casino stated the reason for additional documentation so that the account can be fully verified. My account says in green "KYC verified" so this is just a waste of time from them.
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4 months ago
TranslationI would like to add that a normal casino asks for all documents at once. Yesterday when I was in contact with their chat they refused to say if this is the last document they need for this withdrawal. I had a similar case a couple of years ago where documents were only requested one at a time and the situation was only resolved when the license holder forbade the casino from doing so. I found out yesterday that this casino has the same owners so I am 100% sure that my withdrawal will not be processed until 17.12 but then they will ask for the next document. This is an obvious use of delay tactics which is prohibited by their licensor. I have not yet contacted the licensor because they always want the player to first try to resolve the case with another operator, which in this case is you. Thank you for your help 🙂
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4 months ago
TranslationNow I got a message that this fourth document has been approved. They didn't pay anything, but the withdrawal is still in the waiting state. They emphasized in the message that if more is needed, they will send a new email. You don't have to be a great clairvoyant, the next document request will come no later than Wednesday 17.12, when another 72 hours have passed since the withdrawal request.
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4 months ago
TranslationNonin casino guru.
Today they said that the matter has been taken care of for them.
My withdrawal has been processed by them through Trumo… except that it hasn’t. I can’t even contact Rizzio anymore. The only way is to go the Anjouan route…
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4 months ago
TranslationHi. Here is some more evidence. Yesterday they said the withdrawal was processed by them. Today they said it was not paid by them. Screenshots attached. 
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4 months ago
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Hello,
I just got a message that the withdrawal was approved. I literally gave them the very last deadline and they paid two minutes before it was due. Before sending the deadline, I prepared all the documents, screenshots and a letter to the Anjouan gaming board. I also reported this at the same time I gave the deadline so maybe that helped speed things up. The case is resolved.
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4 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 badluck,
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,
Kristina
