Rizk Casino - Player requests refund due to responsible gambling violations.

I am writing to request a refund of my deposits made on Rizk.com, notably from the last 6 months, as I believe the casino has failed to uphold its responsibility in preventing problem gambling, as outlined in its responsible gambling policy. This comes after attempting to contact the site through chat as well as email where I sent several formal emails with all this information.

Despite exhibiting behaviors indicative of problem gambling, such as long continuous gaming sessions and substantial deposits, I was never presented with a reality check. Furthermore, the options to set deposit limits, initiate Time-Outs, and self-exclude were not easily accessible, which contradicts their stated responsible gambling practices.

Inaccessibility and Lack of Reality Checks/Screen Recordings and Screenshots: I have documented evidence showing that the responsible gambling tools are not easily found on the site.

Account Activity: From 2024-07-01 to 2024-07-03, I engaged in several long, uninterrupted gaming sessions, totaling over 15 hours without any reality check notifications.

Customer Support Communications: Despite reaching out to customer support regarding the difficulty in accessing these tools, I received no adequate assistance and even after bringing this to their attention in chat AND submitting a formal complaint in email I was still able to access my account and deposit funds for several days.

According to the MGA:

Protection of Vulnerable Persons: Licensees must have procedures in place to identify and protect vulnerable persons and must ensure these procedures are effective.

Self-Exclusion: Licensees must provide tools for players to self-exclude and must make these tools readily accessible.

Reality Checks: Licensees must provide reality checks at regular intervals to help players monitor their gambling activity.

Failure to comply with these regulations can result in severe penalties, including fines and license suspension or revocation.

Given these issues, I believe Rizk.com has neglected its duty to promote responsible gambling and protect vulnerable players. Therefore, I request a full refund of my deposits totaling $2,691

Dear alment198703,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your player's account currently blocked? Have you requested a self-exclusion due to gambling problems in the casino in the past?
• Have you asked the casino directly for a refund already? With what result?
• Have you activated and used any responsible gambling features by yourself? Which ones?
• If there is any relevant communication between you and the casino on the topic of a refund of your deposited funds, please share it with me.
• You can post screenshots here or send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas