Rizk Casino - Player experienced some issues when he played roulette.

Hai,

On 18/06/2020 at the time of 09:44:28,

I am played exclusive roulette 2 at rizk casino at the time I am placed a bet amount but I get a pop up u r bet are rejected but amount was debited from balance...I am shared a screen shot...there we can look 09:44:28 after loss the bet my balance is +37,00,000INR THIS CLOSING BALANCE WILL BE THE OPENING BALANCE FOR NEXT ROUND.... THERE IS A VARIATION I. BALANCE CLOSING AND OPENING BALANCE THOSE SUD SEQUENT ROUNDS.... SAME TYPE ISSUES HAPPENED 3 TIMES EVERY TIME THEY DEDUCTED THE BALANCE AND NOT GIVEN BACK....PLZ LOOK ON THE BELOW ATTACMENTS OPENING AND CLOSING BALANCES....

Additional comment from Pavan:

"Due to technical issue amount was missing in my account and that amount was given back....I have screenshots for that issue."

Dear PAVAN,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

This seems like it might be an issue on the game provider’s side, but I am not sure if I understand what happened correctly. Could you please provide more details? Which part of your balance was deducted? Was it your real money balance?

Have you tried contacting the casino regarding this issue? Could you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hai,

First thanks for u concern....on 18/06/2020 I am played roulette game.In middle of game I placed a bets but I get a pop-up u r bet are rejected but in that bet amount was deducted from balance in game history also that bet and bet amount was not reflected.here I am provides the screen shots first screen shot contains at the time of 09:44:28 I placed a bet of 6,60,000INR I loss the bet after loss the bet my balance was 37,968,44.20INR It shows in first screen shot...the balance of 37,968,44.20INR is the opening balance for next round but look at second screen shot there shows the balance of 26,868,44.20INR...WHAT I AM SAYING IS 09:44:28 AFTER BET MY BALANCE IS 37,968,44.20INR BUT IMMEDIATE NEXT ROUND BALANCE OF BEFORE BET 26,868,44.20INR...

Thank you very much PAVAN for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Pavan.

In this situation, the best would be to look into your game log. Can you check your account and download the game log - or at least make a screenshot from that incident?

In casinos, each bet/transaction is recorded, so it is very hard for money just to disappear. (same as in banks) The game log is our best chance to find out what happened.

Hai,

I am sending screen shots of particular round and before and after the round details... Plz provide me u r mail id...I will send screen recorded video...

Please send all your files to matej@casino.guru

Thanks.

I contacted you through email. Please, if it is possible, send me your game log.

Hai,

In rizk site game history download option is not available... So I am sending screen recording it will also contain 5 before and after game rounds...

plz do the needful

Thanks for all the evidence. I want to invite the casino representative to join us and explain to us what happened in this case.

OK...Thank you...let's see what they said

Hai,

This issue was happen on 18th June 2020....as a reputated casino why taking this much of long time.. Almost 18days gone...but still not get update from rizk casino...

I am very sorry for a delay. Maybe the contact on the person what we have is no longer valid. I am trying to contact the casino one last time in a different way. 

Let's see if the casino team will respond(or) not in this 7 days time frame..

I've got information that our contact in the casino is out of the office till tomorrow. I am sorry we didn't know that - I hope tomorrow things start to move.

Okay...thank u Mr.matej...

Thank u for u concern on my issue...

Is this casino team....reverted on this issue?

Pavan, could you please write to them an email directly: csmanagement@rizk.com

The official way, how to complaint is writing them an email. So please do so. They should answer in a maximum of 10 days. If they fail, then you can contact the regulator directly: https://www.mga.org.mt/support/online-gaming-support/

I already contacted on 18/06/2020 almost 24days but I didn't get any update....

From u end is it possible (or)not...because in online I got suggestion casino gure will help to solve this issue... If it out of your hands I will search for alternative...

Hi There

The case is currently being investigated and you should get an update by the end of this week latest. If not then kindly contact support again.

Thanks!

Rizk Casino

Hai,

My query was resolved.... Today the casino team was add the missing funds to my account...but need another favour...today again faces same issue...just pass information those who are helped to solve the issue on casino last...time..

Could you please help Pavan again? It looks like his issue persist.

Hai,

Dear rizk casino team,

Please give priority on this issue...because it's already taken long time...

Hi,

As a reputated casino I didn't expect this manner of customer service...

Every time I put a mail they said issue was closed and its final reply on this matter...

But as player I have a right to know what happen in my account and I have a right to know full information of regards my account and gaming history.

I am asking information regards my account only...

On 14/07/20 I am start playing with amount of 33,950,00INR.

Loss on that day is -12,056,61INR

I said some amount was missing in my account customer care team reverted and said we added missing amount...

That's fine..

The Missing amount and added amount must be equal...

Missing amount is 22,000,00INR ON 14/07/20 added amount was 24,000INR ON 17/07/20 .

From customers care point of view they said 24,000INR WAS MISSING That means I loss is 33,950,00(starting balance-24,000(added amount)=33,710,00 my loss amount on 14/07/20 ..

In my gaming history where can I found my loss on that day is 33,710,00INR..NEED PROOF ..

FOR example as u asked my income source I am provide I am doing so and so next u asked documented proof for what I am saying...

Every one don't trust telling information every one need documented proof..

So plz provide confirmation regards 14/07/20 date related information...

Customer care said closed ...please provide the clear investigation report..

We would like to ask the casino representatives to explain what happened with player funds - we can see irregularities in his game logs. We believe that he deserves to know what happened.

Simple and clear

Dear casino team,

I am asking on 14/07/20 I started playing with 33,950,00INR

1)how much loss(as per my calculation:-12,056,61INR)

2)how much missing (22,000,00Inr)

3)how much added(24,000inr)

Finally balance =(missing amount/added amount)-loss must equal

Just provide those information we will get clarity ...instead of this I got mail all clear case was closed.. But no one is given explanation what I am asked..

Rizk casino representatives, could you please recheck the missing money from players account? From what player sent us it looks that the compensation what you made is inadequate.

As a reputated casino we don't expect these type irresponsible customer care service....the gaming history shows clearly money was missing and some money was added.

But casino team always said case was closed...I am asking the explanation how u guys said case was closed...I put lot of mail but i got single reply case was closed but no one gives proper explanation.

I think any player placed bets with high stake with some strategy the casino team intentionally hold their money... Specially if player deposit and loss amount they didn't rise any query...if by luck any player win amount then casino's starts mind game hold there money (or)block the account (or) asking income source (or) and take so much of time .....they try to deviate player's mind....

Dear casino team,

Plz respond....I am really need that amount... Our family members faces medical emergency..

If I loss that amount I will not worry but here is different my hard core money was missing...

Or else explain what happen to that 33,950,00INR(opening balance on 14/07/20)

Hi

Matej,

Just now I saw all other case status there max 95% status was waiting for player REPLY....

But here my case....we are waiting for casino reply form long time...

May we again renew the another weekdays time...

I think casino team was trying to hide something and try to manipulate my account.. That the reason they are not responding to my case ...

100% that's the problem form casino...they hold my money....

They don't have a answer to my case....that's the reason they hide there faces... And didn't responded to my query ..

If every thing was clear they will explain what happen .....

It's one type of scame

Hello Pavan.

I am trying to get some official response from casino because all the logs are in your favour. Hardly to say why it is so hard for them to explain where is the problem.

If required any information from my side...I will provide

I spoke with the casino representative on Skype. They will recheck the case.

Thank u,

Hi matej,

If the casino team was contacted,I need only those information..

1)on 14/07/20 I am start playing with 33,950,00INR ON SAME DAY I LOSS APPROXIMATELY 12,000,00INR WHERE IS THE remained BALANCE....

JUST I NEED THOSE INFORMATION....

Pavan I sent you an email, please let me know when you provide the casino with the necessary documents.

Hi matej,

After all verification done then I am start playing...at the time of source of income verification I am sending my bank statement and payslips casino team given confirmation also all OK.......by luck I am winning big amount almost 50,000,00INR...

With this winning amount I am placed big stake bets and unfortunately casino team hold my money after 24days they return my holded amount with this amount again I am placed big stake bets again they hold my money...

I am asking about missing amount they blocked my account due to income verification.again I am sending what I am doing and provided bank statement and payslips again and recently..and I am recently provided the Demat account holdings and (shares investment and shares trading) transactions but they don't accepted those...

They said your provided documents not match with the betting pattern...

Simply one thing I am winning on 18/06/20 they hold that amount and they asking the source of income documents on 01/08/20..

Matej,

Can I know the contacted person name in that casino...

In this situation, please contact the casino regulator.

Let me know if you need help with that.

Yes..please help me

Please submit your complaint here:

https://www.mga.org.mt/support/online-gaming-support/

Try to write a short story, support it with evidence and you should use the link on this complaint as a reference, that you already tried to solve the complaint with 3rd party mediator.

The key evidence is the screenshots where it is clearly visible that the money is deducted between the rounds. Please also mention that the casino already paid you some money back (it is important because it means that there were some problems) but this amount is not adequate.

Please let us know when you will receive an answer.

Meanwhile, we are closing the complaint with a status: "waiting for regulator decision." It may take a while until they investigate your case. We are very sorry for your troubles.

Hi matej,

I am rised query on regulator.

The casino team was not responded well is my case will impact there rating..

It depends based on the regulator decision. We will see what they discover.

Pavan informed us that this case has been resolved.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

The player informed us that around 500 000 INR is still missing from what he should get.

I understand the case was closed a long time ago, and I genuinely don't know why the player reopened the case only about such time. However, could you please check the data and check why part of the money was missing?

If casino responded properly with little bit of patience again i will prove..

As all we know in previous also casino team not responded properly after regulatory involvement only give big missing amount in before that casino aruge no money was missing i am sending proofs in lot of mails also casino says no money missing...

I am playing in this casino with huge amount and i am given huge revenue also but still casino was not responding properly...

Casino team in previous and now also responding same ....

I already proved yes technical issues is happen....

If you are having problem to do investigation again just contact me(or)casino guru team for mutual satisfaction deal

We would like to ask Rizk Casino to reply to this complaint. We are extending the timer by 7 days.

As per my experience the casino will not respond..

In previous also they are not responded

Regulatory involved and then we closed this case...

The rizk casino was stoped in our country so they don't need reputation here so they not responding...

Hello Pavan.

Is there any chance that you still have the message from the regulator? 

The problem is that you waited one year and only now you are complaining about the amount. I am sure that if you complained immediately after you received the compensation, we would be able to help you. Now it is much harder, but maybe the regulator can help you again.

Is this casino gives at least response (or)not???

As of now i will try to contact the regulatory...

Because i already proved to the casino there is some technical issue happened..

So I thought this time they will have patience to listen..

But again they prove its wrong..

I think the best would be to wait for the response from the regulator. Last time it helped. Meanwhile, I will try to ask their representative on Skype about the issue.

Ok ..i will contact the regulatory again..

Please confirm is this casino reverted on this..

I mean any casual reply

Hello Pavan.

I spoke with one of the casino representatives on Skype, and he promised me that they look into the case.

I believe it is worth a wait a bit longer. I am extending the timer for another seven days.

Dear Matej,

As a player i am ready to settle this matter with mutual understanding also..

May be if they are feel difficult to find out then please settle with mutual satisfaction..

Because i am already proved there is some technical glitches happen on that time there is no dought on it .

We would like to ask Rizk 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’.

Dear casino team,

In previous i am already proved some technical glitches happen in between game rounds on that particular days...

If you are difficult to find out then please discuss with the casino guru team we will go for mutual satisfaction deal..

I am ready for that also...

Please check my account how much revenue was given by me to your casino..

We would like to ask the Rizk 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’.

Unfortunately, the casino is non-responsive.

Dear Pavan, please send your complaint again to the regulator. Hopefully, they will still accept it.

Dear CHANUMOLU5952,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello Pavan.

Could you please confirm that you again contacted the regulator?

Dear CHANUMOLU5952,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I am on it ... regulatory was said contact ECOGRA ADR but they didn't accept older than 1 year cases

Dear CHANUMOLU5952, 

I am afraid that in this situation we can't help you. You waited too long with your complaint. Even if the casino responded, I am not sure if they could check the records and make a correction.

Dear CHANUMOLU5952,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I am afraid that in this case, there is no way how we can help CHANUMOLU5952. He waited too long, and now it is tough to find the records. We don't know exactly what happened, but because CHANUMOLU5952 already complained about this issue once, and the regulator solved it, we decided to reject the case because we believe it is too late now to complain about the regulator's solution.