The player from Germany is suggesting a technical glitch involving a wrong payout. We ended up rejecting the complaint.
Rizk Casino - Player is dissatisfied with payout.
Amount: €65
Rizk Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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4 years ago
Translation
Good day,
I have been waiting for a qualified answer and compensation from Rizk for 8 days.
Again and again, I am put off to answer queries from the "responsible department" in the chat.
The only answer so far was that the rules of the game would say that the free game winnings would be multiplied by 2 times.
THIS IS JUST WRONG.
YOU JUST HAVE TO OPEN THE GAME AND THE PAY TABLE
TO REFUSE THAT. ( See attachement )
The case or the problem:
I played the new game Mermaid Reef and triggered the free spins when I wagered € 1.
The payout table says that all free spins are multiplied by a factor of 5.
However, my winnings were only multiplied by 2, which gave me "only" € 30 in 20 games (I had an extension).
I would like to point out that I would not have played this slot if the pay table had not promised me a multiplier x 5.
If you as a player do not get what the table promises, you naturally feel cheated out of your money.
You will find all relevant information in the appendix.
I am a loyal customer at Rizk and do not feel taken seriously let alone well looked after, because I reported the incident in the chat immediately after the game was over. 
Best regards Tanja ***
Edited by a Casino Guru admin
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4 years ago
Dear Tanja,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem.
I have checked carefully all the forwarded communication and the game as well, and this is what I fund https://rizk.com/en/casino/mermaid-reef/19942:
"All wins during Free pins are multiplied by 2."
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela,
in the German game description this is not to be read but
"All wins are multiplied by a factor of 5"
I don't understand why we see different descriptions ?!
https://rizk.com/de/slots/mermaid-reef/19942
According to the Rizk team, the matter was passed on to the game maker.
Now I see what you mean on the first page ...
but in the payout table is x 5 and in the game rules "all winnings are paid out according to the payout table"
best regards
Tanja
Edited
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4 years ago
I understand your frustration, Tanja. I will set the timer for additional 7 days and if there’s no development by Tuesday next week, we will intervene. Let’s allow some time to casino and game provider to investigate. Thank you in advance for your patience.
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4 years ago
Translation
Today's statement after I had to independently inquire about the current status in the chat after 19 days ...
To date I have not received an email or detailed explanation from Rizk on the case.
Tanja:
Hello Stefan,
what about a small compensation for the long waiting time in the form of a bonus or free spins?
I mean, basically, as a player, you should be grateful to me for drawing your attention to this obvious programming error.
Instead, I've been put off and put off for over 2 weeks.
It is clear that I did not get the profit that I should have received according to the payout table.
So the "damage" lies with me and the error with you or the game manufacturer.
Stefan: I could see that your request is currently still with the game operator for processing. I am very sorry that we have not yet received any feedback, but unfortunately we have to wait for an answer before we can give you detailed information.
Unfortunately, I cannot decide whether compensation or compensation will be booked in this case and I have to ask you to be patient until we have received an answer.
I can assure you that we will get back to you as soon as possible.
Edited
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4 years ago
Thank you, Tanja, for the update. Unfortunately, we are left with no other option now just to wait for the casino and the game provider to complete their investigation.
I will set the timer, one last time, for 7 days and check back with you at the beginning of next week.
If there's any development earlier, please let me know.
I wish I could be of more help. Thank you in advance for your patience.
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4 years ago
Thank you very much, Tanja, for getting back to us. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hi Tanja,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Rizk Casino to this conversation to participate in the resolution of this complaint.
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4 years ago
Translation
Hi Peter,
Unfortunately, I have to state that here too there is little or no interest or willingness to clarify on the part of Rizk.
As an extremely loyal player, I feel pretty ignored, if not ridiculed.
Even if the game provider really hasn't commented yet, Rizk could at least inform me about the current status without being asked.
they don't even do that and I would like to stress that they play at this casino almost every day.
greetings tanja
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4 years ago
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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Translation
Email Rizk at 13:12 and my answer 
Hello Vincent,
I had to be very surprised at her answer.
Point 1: You confirm that there was a "written" error
Point 2: This error was part of the payout table, which the player uses as a guide. The rules of the game clearly state that payouts are made according to the table.
Point 3: If you tell me that my winnings are correct
This is simply FALSE
Because the table said at the time of my free spins that the winnings are multiplied by the factor x 5. But only a factor x2 was credited to my account.
I reported this immediately and documented it with pictures.
Now I have waited more than 4 weeks for an opinion and compensation.
Your answer is therefore completely unacceptable and I would like to ask you to discuss this with the responsible department again.
It cannot be the solution to simply dismiss such a serious error thanks to my information and to deny me, as a loyal customer, your claim.
Best regards
tanja
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4 years ago
Translation
Today's email from Rizk.
I'm giving up now ... because all communication has brought nothing.
As a loyal customer, I am extremely disappointed with the way things have been handled and do not understand the lack of goodwill in this case.
About the support should be said:
There is currently no chat at all,
no callback service and emails are answered days later or not at all.
School grade: 5 -
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3 years ago
Hi Tanja,
Thank you for the update. I'm afraid there is not much that can be done in this case. The following is stated in the casino's T&Cs:
"16.2 Neither we (including our directors, employees, partners or agents) nor our partners or suppliers shall be liable for any loss including (without limitation) loss of any Bonus Funds or Winnings that results from any error by us or an error by you. You will forfeit any Bonus Funds or Winnings that result from any such error. In such a scenario, the stake or wager will be refunded to Your Player Account."
Most casinos have such a term in their T&Cs and when a situation like this occurs, they have it "covered" so to speak. I chatted with a casino rep by Skype and we should get a response here soon. It would be nice if the casino offered you at least some sort of small compensation for the error that occurred on their website as a gesture of goodwill.
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3 years ago
Translation
I was chatting with a casino rep on Skype and we should get a response here soon. It would be nice if the casino offered you at least a small amount of compensation for the mistake that appeared on their website as a gesture of goodwill.
Hi there,
I think it's more than sad that Rizk doesn't manage to give me a little goodwill / compensation after weeks.
Worse still, they didn't take a stand here once.
Terms and conditions or not ...
A transparent and fair use is required of the players.
They are based (on what else) on the payout tables of the respective slots.
The casino, on the other hand, frees itself from everything with this paragraph of the terms and conditions and then does not even have the courage to respond to the concerns / complaints.
The legal situation is clear to me, but no casino should acquit itself from decency and customer care.
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