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

Thank you for responding! My account is currently not active. It was finally deactivated after 6 days of corresponding about these issues with support during which time I was able to deposit and also received daily emails urging me to deposit. Sometimes multiple a day. The only time I was made aware of tools for problem gambling was in 2021 when they sent a brief email questionnaire about my gambling habits with no further correspondence or intervention since that isolated incident. When I did attempt to locate these tools I found that my reality check option was set to off by default as I had never had prior knowledge to this setting and to locate this tool as well as others you need to navigate through the settings of your profile through multiple different windows which are not clearly labeled as tools for problem gambling. I have spoken with the casino directly, several different times, each time explaining my issue and asking for help. I received automated responses each time except for 2. I have included copies of the email correspondences to the email you provided which will give a deeper understanding of the issues!

Thank you for your time!

Amanda *****

Did you receive the email? Just want to make sure you did!

Thanks for your reply

I checked the website and found the responsible gambling tools to be accessible from the responsible gambling section of the website and the casino profile.

If you have evidence contradicting these assertions, please forward it to my email at tomas@casino.guru

I've sent a video of the steps to get to the play safe choices to the email you gave. In my experience, these are typically easily accessible or you are at least reminded of them occasionally and given the opportunity to adjust your play safe choices, especially when engaged in risky sessions that last longer then normal and when you are spending excessive amounts. This is not the case for Risk. My alerts were set to never by default and like I said, I was not once notified to suggested to take a break or adjust my gaming habits.

Dear alment198703,

I checked my inbox, however, there was no video file in the evidence you provided.

Please send it to my email at tomas@casino.guru, alternatively share a link to a cloud depository of your choice if the file is too big.

Sorry for the late reply. I have sent an email with a Google Drive link to the video. Thank you so much for your time!

Amanda

Dear alment198703,

I checked the video and I can see the 'play safe' section is accessible through the menu readily for you to use with plenty of responsible gambling options.

From personal experience reviewing online casinos, If responsible gambling is important to you I believe the Rizk casino is completely adequate in providing responsible gambling tools to players.

Unfortunately, we can't penalize the casino based on the presented evidence and description of the problem. Despite your experience and allegations, these are not enough for us to take any further action.

Consequently, your complaint will be closed.

If you believe the casino's responsible efforts are inadequate still, feel free to file a complaint with the casino's regulator MGA.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.