Rizzio Casino - Pelaajan voitot on takavarikoitu.

I deposited 200€ and cancelled my main welcome bonus.

Support confirmed on the previous day that my balance was real money and withdrawable.

Later, I played and won approximately 12,000€ in live casino (Evolution).

After I requested withdrawal, the casino confiscated all winnings, claiming that a free spins bonus with wagering was active.

I did not manually activate any bonus at the time of playing, and the casino interface showed my balance as real money. I was not warned that any wagering requirement was active, and no restriction was shown when I placed my bets or when I requested withdrawal.

I believe this is unfair and misleading, as I was allowed to play and request withdrawal without any warning, and only afterwards the casino applied bonus terms retroactively and confiscated the winnings.

I request CasinoGuru to investigate whether the casino properly informed me about an active bonus and wagering requirements at the time of play.

Important notice:

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Dear onnibruck1,

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.

• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings displayed in the bonus balance?
• If possible, could you please share your bonus history in Rizzio Casino?

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,

Attila G.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear onnibruck1,

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,

Attila

Dear all, we have received the following message from the player:

I would like to respectfully ask that this complaint be reviewed again, as I have now provided the complete and correct information.

First, I apologize for the incorrect date mentioned earlier. That was an unintentional mistake.

The correct and relevant dates are 11–12 January 2026.

Correct summary of the case:

Disputed amount: €12,331.80

11 January 2026: Rizzio support told me that once I submit a selfie with my ID, I will be able to withdraw.

My KYC was then accepted and no bonus or wagering restriction was mentioned.

I cancelled the withdrawal only because I was told that I was eligible to withdraw.

12 January 2026: I continued playing and won a significantly larger amount (mainly in live casino games). I was not warned that continuing to play would affect my withdrawal rights.

After this, Rizzio cancelled the withdrawal and removed €12,331.80 from my balance, claiming it was related to a bonus.

The withdrawal was initially rejected only because of selfie / verification, not because of a bonus.

After the selfie was approved, I was allowed to continue playing and was told I could withdraw.

Only after the larger win did the casino retroactively apply bonus terms and confiscate my balance.

This is a case of misleading withdrawal confirmation and retroactive confiscation of winnings.

Thank you for reopening and reviewing this case with the correct dates and amount

Dear onnibruck1,

Could you please forward your correspondence with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

I have now sent you the requested evidence (chat screenshots, KYC approvals and the email confirming the confiscation) to attila.g@casino.guru.

Please let me know if anything else is needed.

Kind regards,

onnibruck1

Dear onnibruck1, thank you for your email.

Could you please advise whether you have cancelled the bonus manually or by reaching out to the live chat? Was the bonus already confirmed to be cancelled before you proceeded to play and win the €12,331?

Thank you in advance for your response.

Dear Attila,

Thank you for your message.

To clarify the situation accurately:

All bonuses had already been cancelled manually from my account before the live chat conversation.

I cancelled the bonus because I was attempting to withdraw €1,000 at that time.

After cancelling the bonus, my withdrawal was rejected only due to verification (selfie requirement).

Because of this rejection, I contacted the live chat to ask why the withdrawal was declined.

During that conversation, I was informed that once I submit the requested selfie with my ID, I would be able to withdraw.

I also specifically asked if there was anything else I needed to do or be aware of, and I was told that only the selfie was required.

At no point during the chat or afterwards was I informed that any bonus was still active, or that continuing to play could affect my withdrawal rights.

After my verification was approved, I was allowed to continue playing and no bonus-related warning or restriction was communicated to me.

Based on the information provided by the support, I understood that I was eligible to withdraw.

Only after I later won a significantly larger amount (€12,331.80) did the casino claim that the winnings were related to a bonus and confiscated my balance retroactively.

Kind regards,

**** *****

Hello Attila,

I would like to inform you about a new development.

An affiliate partner (CasinoSetä), through whom I registered and played at Rizzio Casino, contacted me and informed that Rizzio offered a partial settlement of €2,800.

I have not accepted this offer, as the disputed amount remains €12,331.80, and I believe the confiscation was unjustified.

I wanted to inform you of this development for transparency, as it may indicate that the casino is willing to negotiate rather than fully stand by their original decision.

Please let me know if you would like me to forward the email as evidence.

Kind regards,

****

I would like to provide an update regarding the current situation.

After further review, the casino contacted me by email and stated that they have adjusted my account balance based on Term 63.2 (15x initial deposit rule for players with one deposit only).

As a result, the casino partially reversed the previous confiscation and credited €2,800 back to my account.

However, I would like to clarify the following important points:

• The original withdrawal was not rejected due to Term 63.2, but due to verification / selfie requirement only, as confirmed by live chat communication.

• At the time I asked support whether I could proceed, no mention was made of any 15x limitation or deposit-based restriction.

• I cancelled the withdrawal and continued playing only because I was explicitly told I could withdraw once verification was completed.

• The restriction under Term 63.2 was introduced only after the significant winnings were achieved, and only after multiple previous explanations were changed (KYC → bonus → deposit rule).

Therefore, while I acknowledge that a partial amount has been credited, I do not consider this dispute fully resolved, as:

• the decision basis has changed multiple times

• the restriction was not disclosed when I directly asked before continuing to play

• I was not given the opportunity to make an informed decision

I am providing all relevant screenshots and email correspondence showing the timeline and communication.

Please let me know if you need any additional clarification from my side.

Kind regards,

****

Dear onnibruck1,

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, Peter (peter.c@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,

Attila

Hello there,

Thank you onnibruck1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rizzio Casino for their help in resolving this complaint. We would like to know why the player's winninsg were confiscated and what we can do to help resolve this issue.

Thank you!

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.

Dear onnibruck1,

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 you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter